What are the things that you do that would tell me you’re a hotelier, without telling me you’re a hotelier?
Do you find yourself manning the elevator buttons for people? Even when you’re in a mall or any building outside of work?
Does your family make fun of you for having a “customer service voice” when you answer calls from them? Do you automatically smile and greet strangers you come across in the streets or hallways even when you are not at work?
Congratulations, you are telling me you’re a hotelier without actually telling me you’re a hotelier!
The thing is that working in the hospitality industry for a certain amount of time actually changes us. It makes a distinctive mark on our character and personality.
We become more polite and respectful by default. We think before we speak. We become accustomed to considering how others would feel. And we have become used to thinking of ways for how we can make life better and easier for others.
There are also other behaviors and “quirks” that tell me you’re a hotelier without telling me you’re a hotelier. Behaviors and quirks that we acquire when we start working in a hotel. Some are so deeply ingrained that we hardly even notice them anymore!
I asked my Hugot Hotelier followers to give me examples which would “tell me you’re a hotelier without telling me you’re a hotelier”. I got some amusing responses!
Read on and I’m sure you’ll be able to relate to at least one of them!
Tell Me You’re a Hotelier Without Telling Me That You’re a Hotelier:
Jhon Bensorto: Constantly saying the word CERTAINLY.
Joyce Pascual-Agsaway: I addressed my parents as Ma’am and Sir.
Joycel Canasa Palacio: You automatically change the tone of your voice when answering phone calls.
Milanie Cordero Adams: When dining out with family or friends, I alert the waiter that the other table is raising their hands. #anticipation”
Arvin Ian: When I smile and greet almost everyone inside the mall!
Angel Cabusao Engle: Pag nag-ring ang phone sa bahay nakatitig ha, nagiisip paano sasagutin.
When the phone rings and you’re at home, you stare at it for a bit thinking how you should answer it.
Karmina De Ungria: I automatically hold doors open for other people when I’m out in public. Malls, lifts, etc.
Edmund Munchua: When you say ‘complimentary’ instead of free. ‘Amend’ instead of change and ‘however’ instead of but.
Rachel Estella Dycaico: “Good morning, this is Rachel, how can I assist you?”
Claudine Ordonez Pascua: When someone says “thank you”, my response is “my pleasure!”
Kristine Facto: While on a call I said “May I put you on hold for a few moments while I check?” I was talking to my mom, who was asking what else I needed from the grocery store!
Paul Salustiano: Yung simpleng YES or SURE nagiging MOST CERTAINLY!
Christine Segismar: Using the word “PAX” instead of “people”
Michael Kipping: Walking backwards when talking to someone to maintain eye contact.
Analisa Chua: Me to my son: “Do you need a wakeup call?”
Haider Abbas Bangash: Offering assistance to people in public when I see they’re in need of help. For example, in metro, I saw many times that people are confused and don’t know where they are going.
Me: “Excuse me ma’am/sir, how may I help you?”
Anne Labrador: Always asking if there’s anything else I can “further assist people with.”
Krstl Canizar: “After you. (Extends hand gesture.)”
Sheila Borgonos-Girao: While attending a banquet event, I was automatically checking to see if the buffet table needs refilling. Also explaining to a fellow guest that dinner is being prepared a la minute that’s why it’s taking time to be served.
Terylle Joy Serrano: Using the phonetic alphabet to verify the right name/info of the guest lalo nap ag foreigner.
Marie Eiko Hirakawa-Pineda: Answering phones I’m like “good morning, this is Marie, how may I help you?”
Owen Alarcon: “Sorry to keep you waiting, how may I assist you?”
Stephanie Haw: “When you fold the end of the toilet paper after using it at home.”
Azriel Estenor: Giving way to anyone. And nodding to anyone you pass by with minimal eye contact.
Jay D. Balascopo: Elevator/door manners. Even in the mall or anywhere, I always stand beside the elevator buttons.
Rey English: “Going up?”
Giselle Marie: When wearing pearls, red lipstick and French twist/sleek updo are just normal.
Rhevin Kim Ablao: Yung nagaantay ako ng FX dati, tapos may isang huminto sa harap ko at may bumabang pasahero. Sabi ko, “good afternoon ma’am!” Nagtaka eh!
(I was waiting for an FX and one stopped in front of me and a passenger stepped out. I said, “good afternoon ma’am! She was so confused.”
Mille Rokuya: Yung pauunahin muna lahat makasakay sa elevator bago ako.
(Letting everyone else enter the elevator before I do.)
Angel Dexter: Saying sorry when clearly it’s someone else’s fault!
Rgel Mulat: Cancelled day off, weekend duty, long hours, may LBM.
Ajr Gie De Guzman: Yung pag may nakita kang parang naliligaw tatanungin mo san siya papunta. Tapos imbes na ituturo lang sasamahan mo pa.
(When you see someone looking lost, you ask them where they need to go. Then instead of just giving directions, you actually accompany them.)
Jam Daclan Padz: Saying “behind” instead of “excuse me.” (to let someone know that you’re there).
Brightness Gunguwo: When you say “guest” instead of customer.
Christian David: Before the pandemic/mask protocol, always naka-smile sa bawat makasalubong sa mall at pag nagsmile back napapa greet ng “good morning/afternoon/evening.”
(Before the pandemic/mask protocol, I was always smiling at people in the malls, and when they smiled back automatically greeted them “good morning/ afternoon/ evening.”
Ariel Banaag: Finishing work at 3AM and reporting back at 8AM.
Kathleen Galit Apilado: Properly cleaning the table after eating out so the food attendant can bus out swiftly.
Anna Rebulado: “Allow me to double check.”
Gracey Esc: “Allow me to assist you.”
Hlh Hlh: Using an open palm gesture to direct my parents to the mall washroom.
Lenard: Making up my bed complete with towel folding’s while at home.
Trixy Galua: When you still have to smile even when you’re hurting inside. Basic. Chos!
Lulette Abbey Leo: “Certainly! Absolutely! Excellent! Fantastic! Let me check that for you. I understand where you’re coming from.”
Josephine Tayao: “What brought you to Manila? (Aside from your feet? Aside from the airplane?)
June Resabal: Fasting everyday even when you don’t want to fast.
Allen Francisco Ojera: Going to the kitchen in the morning and asking “Mama anong forecast?” instead of breakfast!
Giselle Marie: Varicose veins, acid reflux, UTI package.
Erin Brokovich: Nasa jeep naka upo malapit sa estribo, nakaidlip ako tapos may sumakay. Naalimpungatan ako sabay sab isa sumakay “good afternoon ma’am/sir, welcome to __ hotel!”
(I was in a jeepney sitting near the exit when I fell asleep. I suddenly woke up when another passenger entered the jeepney and I said “Good afternoon ma’am/sir, welcome to __ hotel!”)
Riz Low: Wearing stockings! Black or nude in color.
Val C. Zapanta: Kamote at Buliling.
Von Aubrey Uy Morales: Amber and Angel’s
Jeverlyn GM: “HMS. Opera. Micros. HotSOS. Certainly. My Pleasure.”
Angela A. Soriano: “Occupancy, average rate, revpar.”
Francis Franco III: 6 years na po akong may ulcer. Hello to acid!
Bopep Stamaria: HEAT in handling complaints.
Judy Ann: Ah basta! Tiger balm, efficascent oil extreme, salonpas, katinko, vicks!
It seems a lot of these little quirks or reactions are quite common and relatable. Not just in the Philippines but even in the international hospitality community!
After all, the culture that we share in the service industry remains the same; rooted in hospitality, courtesy and respect. Plus simply doing things out of habit once you’re gotten used to doing them every single day!
What do you do which would tell me you’re a hotelier, without telling me you’re a hotelier? Let me know in the comments!