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From Initiative to Incident to Appreciation

About a week ago I was walking through the hotel as I do every day I’m here and noticed a fairly sizeable scratch in the gloss black paint of the door to one of our guest rooms. The room wasn’t going to be occupied so I asked Patricio, our maintenance man, to touch up the paint. Being the kind of person who goes above and beyond whenever he’s given a task Patricio took the initiative to touch up the scratches on every guest room door. The hotel was about 75% occupied at the time and everyone was getting dressed and ready to head off to a wedding rehearsal. A short time later one of our guests—a family member of our in-house celebrity bride—came to the front desk saying that they had gotten what looked like black grease on their hands but couldn’t say where it happened. This guest was followed by another with the same issue, who in turn was followed the Man of Honor, who was then followed by the bride herself.  I searched all of the possible places that the guests had been where grease may have been used without success. I asked Patricio if he had used grease in the hotel recently. He hadn’t. It was then that the light bulb came on so I asked about the painting he had done. He told me that most of the doors had scratches around the doorknob and frame and decided to take care of everything at one time rather than just doing the one door. Armed with this knowledge and with my trusty container of OOPs Paint Swipes I went from room to room wiping the offending black paint off of everyone’s hands including the bride’s who was most appreciative. Right behind me was my PM houseman wiping the remaining wet paint off of the doors. Just another day at the Inn.

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Guest Sunday, December 21 2014