Last year I attended a conference in Nashville, Tennessee, Music City, USA. I enjoyed the short flight from Atlanta, and easily Ubered to my hotel. It was a super smooth trip, and all went well until I got to the registration desk…
Apparently, the hotel in which I was staying is widely known for its painted brick wall opposite reception, featuring the likenesses of Bob Dylan, Dolly Parton, and Johnny Cash. As I waited to check in, I observed dozens of tourists emerge from the street to get a photo in front of the wall. Only one clerk was on duty, and she constantly interrupted registration to photograph those who randomly appeared.
The line of hotel guests waiting to check in grew long, and soon backed up to the lobby’s entrance doors. I offered to photograph the tourists only to be told by the clerk that I wasn’t standing in the optimal location to do so. And she proceeded to take those photos herself rather than focus on her primary responsibility… attending to the needs of the hotel’s guests.
Eventually she called for assistance, and a co-worker appeared from the front-desk office. She was welcoming and efficient, and quickly assigned a room to me. Happy to leave the long line behind, I headed to my room to unpack and relax.
The conference was informative and well organized, and I enjoyed being reunited with many friends. Upon checking out, I asked for a printed copy of my bill only to be told that I would receive an email detailing my expenses. And I did, but hours after I’d left the hotel and arrived home. Imagine my surprise when I discovered that I’d been charged $60/night plus tax for valet parking after arriving by Uber!
Although I was able to resolve the issue of the additional charges within a few days, the entire episode was an unforced error. Had the clerk simply asked me if I had arrived by car or a ride-share option, there would never have been a problem. It seems that the wall was a constant distraction.
I appreciate the fact that most employees have multiple responsibilities, but it disappointed me that the focus of photographing tourists became a greater priority than taking care of the hotel’s paying guests. And that’s the message here: Stick to your priorities first, and then attend to other, less important issues.
“Act as if what you do makes a difference. It does.”
William James
