Subject: Emissaries of the Future
Ladies and Gentlemen,
Today I returned to the hotel after a 2-year absence of travel due to Covid. On arrival I was warmly welcomed by the staff and told I
was the very first guest to check in since the hotel had been closed. It felt at that moment as if you were all a sign of a brighter future for all of us – we have survived.
I would like to share my observation as a returning traveler of why you – the people – are so important and, more importantly, why our future depends on you.
Travelling is never easy and now is worse. Everything is more complex, and nothing is normal. We face risks at every turn and never-ending obstructions, and we feel vulnerable. But occasionally, we encounter places and people that allows us – the “Road Warriors” – to feel at home while away from home. It’s important for all of you to know that you are exceptional in this regard and, by your actions, will allow the travel industry, and even more importantly the Road Warriors, to succeed and create a new industry.
Please do not think you are “the norm” because your actions represented outstanding efforts at service. From the first greeting – thank you, Veronica – to the first drink presented by Omar, to Betty’s greeting like I was family, you have become emissaries of a level of hospitality that makes you stand out among the rest. Those of you who we may never see do not go unnoticed – we have you to thank for every detail being perfect so I can focus on the business at hand.
Zoom cannot replace personal contact, and while unnecessary travel will be less frequent for a while, the travel that is conducted today will be even more important. In this new world, each of you will be incredibly important for our mutual successes. Hospitality will survive, but outstanding hospitality, the level you provide with a focus on the personal interactions with guests, will be forever remembered as we, the Road Warriors, continue to come back to see all of you again and again. [Less]