As this holiday season brings travelers from all over the world to our doors, here is a special poem written, with immense apologies to Edgar Allen Poe, for those hoteliers who make it their mission to ensure that quality and professionalism are tops on their agenda:

The Haven
As of late, most midnights dreary, while I ponder weak and weary,
Battered by the Bean Counters at Corporate high above,
RevPAR's up, costs down, Unions mum – still stress –
The Chairman's barked his annual, You do more with less!

While I nodded, nearly napping, suddenly there came a tapping,
As if someone gently rapping, rapping at the Hotel door.
'Tis a Guest, I muttered, oh, what another chore?

Ah, distinctly I recall, why I joined this craft one Fall:
To act as Host, give bed and board to multitudes from coast to coast.
To guarantee the rooms are clean, the bath a glow, the Front Desk smiling, – all ducks in tow.

Eagerly I wished each morrow, daily challenged to avert the sorrow
Of one whisper or one complaint, attention, not ignore,
Never here, forevermore.

Hoteliers are a hearty lot, resplendent, when at their best,
Driven simply to provide the top in service to their Guest.
Times they change, and we must to, service prime, excuse taboo.
We frame the time our patrons seek, deliver naught, the sins bespeak,
And, all of us share the shame with quiver, when one of us does not deliver.

Landscape of pleasure, full senses, safe and secure
We seek to fulfill, no Guest should demur.
So unfetter your door, with welcomed answer they seek,
No matter, they bellow, hey, Mac, got a leak.

To serve is our craft, our calling, our code,
And we offer this excellence in our stylish abode.
We satisfy travelers, exceed status quo, service and product must bask in the glow.

So, excel in your mastery, Hospitality at the fore
your Haven's a showcase, now, forevermore!

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By John R. Hendrie
CEO, Hospitality Performance, Inc.
John Hendrie believes that Remarkable Hospitality is the portal for the memorable Visitor Experience. Contact him at www.hospitalityperformance.com with your comments.