Bend The Rules, Flex The Policy

“We can’t help her… she is not traveling on our airlines.” “We can’t help her… she has too many bags.” “We can’t help her… she needs to call the company that arranged for the luggage porter.” “We can’t help her… she needs to find who booked the wheelchair.”

Imagine the feeling for an 80-plus-year-old woman, struggling to push and pull two roller bags a duffel bag and a purse, up a steep ramp all by herself, in a foreign country.  Still can't imagine why she was dropped off on the wrong side of a very large airport to check in for her flight.

Tons of travelers pass her by without a second glance.

SEE SOMETHING, DO SOMETHING.

My colleague and I were rolling our own bags, heading to security when we noticed this woman moving slowly as she was trying to manage pushing her luggage uphill. We passed by, like everyone else.

Then my colleague decided to turn around and asked if she needed help.

With exhaustion in her eyes, the woman smiled and gratefully but hesitantly accepted the offer.

The wheelchair company never arrived to assist her. The luggage porter was nowhere to be found.  Groups of airport personnel with wheelchairs seemingly just waiting around.

SAW SOMETHING, DID NOTHING. 

They could have let her sit down in one of their chairs—they weren’t busy with anything else except scrolling on their phones.

They could have taken her via their wheelchair to her airline, even though she wasn't their client.

They could have helped her with her bags.

They could have DONE SOMETHING.

I stayed with the woman and our luggage, my colleague generously offered to walk to the other end of the airport to get a Porter and wheelchair. 

Not realizing until she was back on the other side of the airport, the Porter did not bring a wheelchair that could also carry her luggage. 

"More... can't do's"

"I can't manage her luggage and push her. She can't take all of this luggage with her. I can't get another cart." 

What would you do? 

Imagine the stress.

As passengers, none of us had time for any of this before checking in for a flight.

The only immediate solution, and without hesitation, we escorted her and the porter to the check-in gate at the other end of the airport, managing our luggage and hers. She was beyond grateful.

I don't know how this would have played out if we didn't help.  Would she have missed her flight?

Once she was safely in the right area, we proceeded to security. 

Lessons you can learn and apply with your clients & colleagues.

1. Look up and look out. Be aware of others. Keep your phone in your pocket and “Be Where Your FEET ARE.”

2. Offer help and be AVAILABLE TO BE INTERRUPTED.

3. SEE SOMETHING, DO SOMETHING.

4. Be KIND over being RIGHT. My colleague just took action, she didn't complain to any of the providers who failed to “provide”; she simply helped.

5. Expect NOTHING in return. The woman told my colleague that she “restored her faith in humanity” through her assistance, she will have a great memory that will last and a great story to share.

This story encapsulates the essence of true hospitality, which Shannon McCallum, Vice President of Hotel Operations for Resorts World Las Vegas, and I discuss in the latest episode of my podcast.

We explore how “Passion, Purpose, & Kindness" are essential to provide service excellence in Luxury HOSPITALITY, and how everyone in should embody it.

Examples Shannon Talks About:

• A staff member goes out of their way to customize a guest’s experience based on their preferences, creating unforgettable moments.

• The hotel’s policy is to empower employees to bend the rules and flex policies for the sake of a guest’s comfort and special circumstances.

• Tales of how luxury hospitality thrives on small acts of kindness that leave lasting memories for guests, making their stay truly exceptional and memorable.

In the world of luxury hospitality, even small gestures transcend service, transforming it into an art form that creates memories people will cherish forever.

Appropriate action without hesitation, for the sake of doing what's right and helping. 

Notice, Anticipate, Over-Deliver

To hear Shannon McCallum share her insights and stories of how she inspires her team to provide service excellence in the realm of luxury, listen to Most People Don't...But YOU Do podcast.

If you know someone that will benefit from reading this and listening to the podcast, please share.