Lessons we can learn from our past, to assist in COVID-19 recovery

It’s been 24 years since I started my career in Hospitality and oh how the times have changed. What I thought was a job in a hotel reception, quickly changed into a traineeship in Food and Beverage. The gorgeous Peppers Manor House Mt Broughton (now Peppers Manor House), was where I cut my teeth in the industry. I was one of three trainees hired by the then 5-STAR restaurant.

My boss was hard and he’d had a hard upbringing in the industry too. I recall the stories of him living on rice and beans as the pay was consistently low; even at a manager level. He would always say that the customer was right, regardless of how we felt. We were there to serve their every need, without question. Some mornings we would have people flying in from Sydney, in their private helicopters, for breakfast at 5 am; before hitting off on the properties golf course. Other times we’d stay back until 3 am cleaning up after a wedding. 10 and 11 hour days were not unheard of. It was both exhausting and two of the best years of my youth.

Now, this was a place where it was normal to get a $50 tip from per table from each lunch service. My hourly pay was around $11 an hour. That $50 tip was the difference in paying rent or buying groceries that week, and living by yourself on that wage is hard. But in that time I learnt two huge lessons that have followed me throughout my career and are still relevant today; quality customer service was and will always be key, especially when it’s paired with authenticity and a great work ethic always shines through.

Eventually, that manager left and my supervisor was promoted into the manager position. We had an amazing friendship, the whole staff morale changed and she always made a point to say thank you at the end of every day.

So, you may be asking, what’s your point and how does this help me in a post-COVID world?
These are the three key takeaways to my story:

1. A thank you at the end of the day makes a huge impact on your team morale and costs you nothing. If you really value your staff and want them to know it, say thank you. Just remember to mean it, because the day you forget to say it is the day they’ll notice. There’s also a good chance you’ll retain your staff and won’t have to keep hiring as people leave.
2. Trainees are a great way to keep your wages down whilst training the next generation of the hospitality and tourism industry.
3. It’s all about the service. Smile, take the time to get to know people and have a passion for what you do. The moment you lose that passion is the moment it’s time for a career change.

Do you agree? Let me know your thoughts below.

Written by Cellina Little