Trust the customer to vote for the best
Awards - everyone loves to win them, and nobody likes to lose. No one doubts the pre-eminence of the Caterer & Hotelkeeper Awards - the Cateys - as the event where the UK hospitality industry votes for itself, but what about leisure travellers on a global basis voting for the best hotels and hotel employees? At a time when skills shortages are afflicting so many employers worldwide, it is great to celebrate where people make a difference and improve staff retention through deserved recognition.
Thousands of travellers from 128 countries voted in the first CNN-backed annual hotels' "Ultimate Service Award". The winners of the first awards announced at the International Hotel Investment Forum in Berlin last March varied in capacity from 645 business-type rooms to 15 room bungalows. While some winners were de luxe, others were no-star properties. And this is the beauty of it - it is in the eye of the beholder (traveller) and is based on receiving outstanding service in any type of establishment.
To do our jobs well and to take pride in ourselves generally, we need to believe that the jobs we do are important and can make a difference. Winning an awards substantiates success and makes the recipient feel better about their job; it is a confirmation of achieving high standards. It was a director of a major airline who once said, "Coffee stains on the flip-down tray can suggest to our customers that we don't do our engine maintenance properly." Taking pride in work and doing extra things for the good of the organisation are what these awards are all about. As Mother Teresa said "Small things are indeed small, but faithfulness in small things is a great thing."
To vote, individuals log on to CNN.com/hotels and simply enter the name of the hotel that they wish to nominate. CNN has produced an advertisement that promotes the award on their global network. This will further add to the "feel good" factor for hotel staff in a way that only TV can. Continental Airlines, American Express and Taylor Nelson Sofres also sponsor the awards. Last year's winners included the Courtyard by Marriott in Kassel, the Ritz-Carlton, Sharm-El-Sheikh, Doubletree Park Place in Minneapolis and the Four Points by Sheraton in Sydney.
The challenging times we are experiencing put a greater burden on management, and staff and morale can become adversely affected. We need all the help we can get to attract and retain people into the industry, and make stars out of deserving cases is a good way forward.
As the world continues its painful recovery from 11 September 2001, these awards (nine in total) serve as a fine statement to travellers that the industry takes great pride in itself, its product and most significantly, its people.
David Coubrough is Chief Executive of Portfolio International Ltd and its parent company, Prime People Plc.
