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We Are Playwrights

Creating the perfect hotel experience is a lot like theater, so think of the senior manager’s role as that of a playwright.

Thursday, August 07, 2014
Mr. Larry Mogelonsky - P. Eng.
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Most of us enjoy the theatre; sitting in the audience, in hushed darkness, waiting for the curtain to go up. As the play unfolds, actors and actresses follow their scripts and deliver remarkable performances. We come away a few hours later, happy or sad, depending upon the script of course, with fond memories. Several days later we may recall the performance of one or two of the cast members or a particular element of the staging, relishing and reliving such elements with friends.

I was giving this some thought and discovered that the main difference between a theatrical play and a hotel was the location of the audience along with the interaction between the audience and the cast.

Think of your hotel as the theatre, your staff as the cast and the guest as the audience. The play opens as the guest checks in. They are quickly led through the first act – the ‘getting acquainted’ part of things – check in, reception, room presentation and unpacking. The hotel acts as the stage, amenities as the props and your line staff as the actors in this highly interactive play.

Other support staff act as stagehands (housekeepers, maintenance, kitchen staff, gardeners, engineering) and, of course, accountants manage the box office while your public relations and advertising agencies handle the outside buzz to draw the crowds in. As senior managers, your role is to write the play and produce a show of the highest quality your budget will afford.

In doing so, remind your cast that this is not improv, and that there’s an elaborate and time-honored script that must be followed. While a certain amount of improvisation is necessary, your team has to know their lines by heart to start off with, then make necessary adjustments to reflect individual guest needs only once experience has been properly attained.

A few other parallels are also quite obvious:
  • The show must go on! So even if you have a low occupancy or a team member is a no-show, your cast still must deliver a perfect performance.
  • There is no business like show business. Your team has to be enthusiastic performers and love the relationship with the guest. If not, they should not be in the biz!
  • Reviews are important. Mind your TripAdvisor critiques and remember that future attendance is based upon getting great reviews.
  • The audience knows what they are getting. Be it a tragedy or a comedy, we know what a play will bring and we will be prepared to experience such emotions. Your hotel should be predictable in delivering these broad strokes, and then surprise or delight within the confines of the genre.
  • Great actors take time to develop. You’re not getting older, you’re only getting better. Your staff will benefit from training and, given the right stage and directions, they’ll surely improve with time.
Give this analogy some thought then, as they say in showbiz, go out a break a leg!
Larry Mogelonsky P. Eng.    Mr. Larry Mogelonsky - P. Eng.
Managing Partner, Hotel Mogel Consulting Limited
Owners, Principals, or Partners
LMA Communications Inc.

Bio: One of the world’s most published writer in hospitality, Larry Mogelonsky is the principal of Hotel Mogel Consulting Limited, a Toronto-based consulting practice. His experience encompasses hotel properties around the world, both branded and independent, and ranging from luxury and boutique to select-service. Larry is also on several boards for companies focused on hotel technology. His work includes four books “Are You an Ostrich or a Llama?” (2012), “Llamas Rule” (2013), ...
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