TOP STORY Video: Ben Harper of Watergate Bay Hotel LATEST NEWS FEATURES VIDEOS Editor's comment 12/06/2019
• As the hospitality industry continues to face serious issues recruiting and retaining staff, it was something of a shock to hear Hilton boss Christopher Nassetta tell the NYU hotel investment conference that he doesn't tip housekeeping staff when staying at Hilton properties.
Tipping etiquette varies from one country to the next but in the US it is customary, and industry professionals say housekeeping is the one aspect of every hotel stay where travellers should consider tipping a mandatory gesture of appreciation.
Nassetta - whose 2018 salary was more than $19 million - told interviewer CNBC co-anchor Andrew Ross Sorkin “I typically do not leave a tip”. Honest, candid, but not "on message" I'm guessing.
Hilton's PR machine quickly got to work, with a statement reading: “It’s Chris’s view that every Hilton Team Member works hard. Rather than selectively reward some Team Members, he is focused on providing meaningful economic opportunities for all 400,000 Team Members. That’s why Hilton is the No. 1 place to work in the US and No. 2 in the world, as voted by our own employees.”
And Nassetta himself clarified his position at the weekend, saying: “When it comes to tipping in hotels, I have always had a different approach to work and personal travel. I also never meant for my approach to work stays at Hilton properties to discourage others from tipping when they are traveling. Going forward, I will tip when traveling for both work and personal travel. Nothing is more important to me than Hilton’s culture and team members, especially our housekeepers, who are central to delivering Hilton hospitality around the world. I have always been generous with my time and engagement with team members when on property, and I will remain focused on keeping Hilton the #1 best place to work in the United States.”
This could be viewed as something of a storm in a tea cup, but it was a surprise coming from Nassetta who has worked his way up the career ladder from a plumbing job at a Holiday Inn to the top role at Hilton. Housekeeping and other hotel staff are often working for minimum wage or slightly above - it's not easy work and a small show of appreciation goes a long way.
Perhaps hotel CEOs should start leaving crisp $100 bills and their business cards when they are impressed with the service they receive? It would make for much better PR and could help them unearth some hospitality stars of the future.
• The Hotel Marketing Company's latest Performance Optimisation Masterclass for Independent Hotels is taking place in Inverness, Scotland, on June 26.
The event will feature sessions on marketing, finance, revenue management and more. Further events later in the year will take place in London, Edinburgh, Manchester, Glasgow and Birmingham. Click here for more details.
George Sell, editor
Katie Houghton
Group head of sales: +44 (0)7535 135 116
OUR EVENTS
International Hospitality Media is the premier specialist in online publishing; conference, exhibition and events, and advisory services for niche growth sectors of the hospitality industry. The company publishes three industry-leading b2b websites - BoutiqueHotelNews.com and ServicedApartmentNews.com and ShortTermRentalz.com which keep their respective sectors up to speed with news, comment and opinion.
Our conference experience spans three continents and covers high growth segments including boutique, lifestyle and hybrid hotels, serviced apartments / aparthotels and extended stay, and vacation rental. Our events are renowned for their intense focus and attract quality industry leaders, brands and independents, providing unparalleled networking and learning opportunities. We also organise bespoke educational events and investor breakfasts to bring owners, operators and investors together. 'Providing an inspirational community to connect people through world class online platforms and events' © 2019 International Hospitality Media. All Rights Reserved.
Confirmation of your subscription opts you in to receive future updates on the event listed above, in addition to relevant communications from our partners. You can opt out at any time.
|