Serving in the luxury arena of the hospitality industry can be challenging at times, especially in a really upscale resort.
Do you serve in one? Where do you work, how do you, and why do you work?
I do enjoy going out to a resort in North Texas with Liney. It is a unique place to go fellowship and honor God. There is a rest to enjoy.
When working.. I've found there is never a lack of work wherever the Lord leads you.
In an environment that is often known for exerts pressure to prioritize wealth or personal gain ahead of personal character.. even over integrity, Christians are called to hold fast to Jesus and His Word. We hold to truth giving it out in love.. even if that means going against the strong current.
This unwavering commitment reflects the words of Colossians 3:23: "And whatever you do, do it heartily, as to the Lord and not to men." In each interaction, with each task, we can demonstrate a Christlike quality of service rooted not merely in top-notch professionalism but in heartfelt obedience to God with our historic biblical faith.
Yes, the Holy Spirit gifts and empowers us. With Him prioritized as number one, the Bible equips us to serve with a clear conscience, a great sense of purpose, and unwavering conviction, grounded in the Foundations with the example of Christ (the cornerstone).
He Himself, the highest ranked.. the best servant who always had the right motives and attitude, showed humility by diligently washing His disciples’ feet, encouraging them to go and do likewise (John 13:1–20).
Following His example as reborn Christians, we can maintain dignity, humility, and respect toward each guest, treating them as we would Christ Himself.
Sure we want to get alone with Christ in His word and prayer at the start of the day, but each act of service at your work place can become a form of worship when we remember that our true Master is in heaven watching, as Paul reminds us: "Whatever you do or say, do it as a representative of the Lord Jesus" (Colossians 3:17, NLT).
The founders of the Ritz Carlon brand, Herr Horst Schulze (a strong German Christian) with Hervé J.L. Humler, have long been heroes of mine. Their lessons are still good to listen to and really hear. They set a good example before me and others, even my GM boss.
Found in the luxury realm of the hospitality industry, there are included some of the most prestigious names worldwide. Again, I do like The Ritz-Carltons the best, but they built one in Laguna Niguel right on top of my favorite gone suffering at Salt Creek camping spot.. then to add insult to injury my sis went to get married in it.
I don't love the world, but I like the discipline I see in the Mandarin Oriental Hotels, and with the Four Seasons group of hotels. I admire discipline at The Peninsula Hotels (12 luxury hotels in major cities: In Asia: Hong Kong, Shanghai, Beijing, Tokyo, Bangkok, Manila. In Europe: London, Paris, Istanbul. Here in North America: New York, Chicago, Beverly Hills).
Have you been to Raffles Hotel in Singapore yet, or to The Balmoral in Scotland, or to The Beverly Hills Hotel on Sunset Boulevard (into their bungalows, pool or Polo-Lounge where countless deals get made)?
Have you enjoyed The Carlisle in New York, or The Claridges in London, or the Atlantis or Burj Khalifa Hotel in Dubai? They work hard--almost military-like. Who couldn't appreciate hard work? Have you been to Brown's in London on Dover Street? Have you experienced afternoon tea in the Plaza Hotel in in Manhattan NYC, or George V (Sank) Hotel in Paris a Four Seasons.. or the Dorch (The Dorchester) on London's Park Lane.
Have you heard of the Luxury Bvlgari Hotels and Resorts headed to the USA (first to Miami)?
You've heard of The MGM and Bellagio in Vegas (never stayed there, we went to the Monte Carlo). Have you been to Mrs. Hunt's Rosewood Mansion on Turtle Creek restaurant or hotel? FDR had a balcony there. Caroline Rose Hunt owned and lived there as well at the Hotel Bel-Air (in Bel Air of LA).
None of us have been to The Carlton Hotel. It's gone, but once was originally run by the Swiss hotelier César Ritz, with Auguste Escoffier as the head chef. In its early days, it was one of London's most fashionable hotels and drew many customers away from the Savoy Hotel, which Ritz and Escoffier had previously managed. I hope they two men got saved, but God knows.
Have you been to the Ritz in Paris, or to The Ritz in London where César Ritz got his start with his friend Auguste Escoffier, (the French chef called the father of modern French cooking).
Jean Banchet who had in Wheeling Illinois a restaurant named: Le Francais which opened in early 1973. It was one of the highest-rated French restaurants of its era in America. He once got Liney and I into a huge suite at Le Bristol in Paris -- stunning. Praise the Lord! I couldn't earn that, but she was happy.
The history at these places is fascinating! In 2023 I was told there are over 700,000 hotels and resorts in the world, there are over 2000 hotels in Paris, and there are more than 90,000 hotels in USA employing about 1.6 million people. What a Christian mission field to be on display at?
Many Christian workers serve as unto the Lord in these unique establishments carrying their godly values into each important interaction. Is that you? Be encouraged to carry on letting Christ lead.
Being in God's will and doing His will His way is most important!
Forbes Travel Guide highlights these top-tier hotel groups not only for their exceptional service but also for their enduring standards. If they really are decent, then these institutions echo The Ritz-Carlton’s motto: "We are Ladies and Gentlemen serving Ladies and Gentlemen." It's respectful.
For Christians, this means serving others with an attitude of genuine care and respect, embodying the biblical directive to "speak and act as those who are going to be judged by the law that gives freedom" (James 2:12).
You know of the top brands--there are some good ones out there. I like all The Ritz-Carltons, and this ethos is carried through their "Three Steps of Service": a warm greeting, anticipation and fulfillment of each guest’s needs, and a fond farewell. These principles align with scriptural wisdom: "Serve them sincerely as you would serve Christ" (Ephesians 6:7, nlt). Just as Ritz-Carlton employees are empowered to go above and beyond (I've seen how they literally go the extra mile so to speak and button up every job wanting satisfied guests..) to create memorable experiences, so are Christians empowered (minus all spiritual-compromising/sin) by the Holy Spirit's enabling to meet the needs of others with compassion, wisdom and integrity.
No matter where we serve the Lord we must prioritize God and His will for us first.
What does it mean "to live is Christ" (Philippians 1:21)?
What does the Bible say about work ethic?
How can we “rest in the Lord” (Psalm 37:7)?
How can I even be a decent Christian..there is only One who is good right?
What is wrong with being a solo Christian?
Biblically speaking, how does one achieve a proper work/life balance?
Why does 1 Thessalonians 4:11 say to work with your hands?
What does the Bible say about excellence?
How can I glorify God in everything I do?
What is a biblical theology of work?
What does it mean that the one who is unwilling to work shall not eat..(get back to work and start thinking right.. of God and others. It ain't about you or me, it's about God and His will).
What does it mean that God “began a good work in you"?
I'm young. How can I properly live the Christian life?
What does the Bible say about workaholism?
What does it mean that “to die is gain” (Philippians 1:21)?
What is a biblical theology of work?
A Christian's ultimate purpose goes beyond mere customer satisfaction (so they'll bring their friends back with them along with mere revenue to a business, it goes) to glorifying the Lord each and every day we live. We want to please him.
Yes, it is to glorify God and reflect His kind of agape love to those we encounter is important. This requires not only good actions but also a good attitude. As 1 Peter 4:11 says, "Do you have the gift of helping others? Do it with all the strength and energy that God supplies."
Our behavior—how we react under work stress and pressure, how we handle difficult guests or customers (I'm not sure of what you must deal with), and even how we respect colleagues—can become a good testimony when Jesus lives big on the inside as Lord of your life. If we serve without complaint, without compromising our values, we are effectively making the gospel message more attractive (Titus 2:9–10, nlt).
Do you ever die to your own way, and to what the corrupt world system or your old fleshly nature demands? I hope so for your sake.
“Concierge, You Maintaining A Robust, Muscular Commitment To Good Ethics In Hospitality Is In Your Best Interest. Yes, and it’s in the best interest of others as well.” ~ KvS
An honest heart of love, godly character, and a giving spirit of service that mirrors Christ’s heart and His example means honoring both the high standards in our work environment and the higher calling of our Christian faith even more so.
Do you serve in hospitality? Many have made lots of gratuities (hopefully for doing what's right. If you can be bought at any price, it's wrong cuz you've already been bought at a price by Jesus).
Do you serve in a Ritz Carlton, a St. Regis, or some other similar Hotel? Do you work in a resort? Like in many workplaces, a lot of bad things can happen in a hotel workplace--we know that and really don't want to know everything that is happening there. I've seen people die even, but I am called to love sinners and saints, to be a Christian minister first.
"Have no fellowship with the fruitless deeds of darkness, but rather expose them. For it is shameful even to mention what the disobedient do in secret." Ephesians 5:11-12
"For the report of your obedience has reached everyone, so that I rejoice over you, but I want you to be wise in what is good and innocent in what is evil." Romans 16:19 amp
What does it mean to be wise as serpents and harmless as doves?
There is a big difference between ignorance and innocence. We don’t have to be ignorant of the fact of sin, of guests coming there to sin; in fact, we can be highly informed about sin yet remain innocent of it. We want to protect people! But we should all be ignorant about the practice of evil. God in Ephesians 5:11–12 says, “Have nothing to do with the fruitless deeds of darkness, but rather expose them. It is shameful even to mention what the disobedient do in secret.” In Matthew 10:16, Jesus warned us, “I am sending you out as sheep in the midst of wolves, so be wise as serpents and innocent as doves.”
How did the knowledge of good and evil make man like God?
What are the seven things God hates?
What are the unfruitful works of darkness (Ephesians 5:11)?
Why does God allow evil?
What does it mean to be sheep in the midst of wolves (Matthew 10:16)?
What does the Bible say about bribery, giving or receiving a bribe or a tip? Does God address this?
In doing your work right as unto the Lord with the right attitude, we each can fulfill the so called "Employee Promise", which greatly values integrity, respect, and commitment to each guest we meet, and to each team member too. Like the “6th Diamond” at The Ritz-Carlton Resorts, where service goes beyond the expected, our Christian witness should accurately anticipate and go beyond mere outward service.. to embody a good “mystique” so to speak. Our good witness, motives, attitude and lifestyle can have an authenticity in Christ and be used of God to draw people closer to God.
In essence, when we carry out our roles with excellence, with gentleness, with respect, and a clean heart that serves people “as unto the Lord,” we can be used of God to profoundly impact those we encounter.
This is where the rubber meets the road: we live out our faith tangibly, often without saying a word, making the Lord’s name known through the simple acts of our day-to-day service.
Q: Do you serve in hospitality as a Chief Valet, as a Head Butler, as a Lobby Concierge, as a housekeeper? May I encourage you for a moment?
“Concierge, You Maintaining A Robust, Yes Muscular Commitment To Good Ethics In Hospitality Is In Your Best Interest. Yes, and it’s in the best interest of others as well.” ~ KvS
It’s only fair for all when I act with integrity, especially in the area of good ethics. This inner commitment is good for everyone!
As a full-time Lobby Concierge (it's been more than a hobby since the 80's) I’ve elected to hold myself to the highest standards of ethical conduct (yes, on duty as a Chrisitan concierge.. both off duty, in private and in public).. the Lord being my Helper ..and He does help.
“Integrity” like in the area of one’s ethics in the workplace has to do with being and remaining one whole person no matter where you go. The term “integrity” actually comes from the Latin word integer, which means ‘whole’ “one” or “complete.”
Integrity starts from the heart and mind inside working its way out is a personality trait that describes a person who really lives what they believe. They live by good values and principles, and do the right thing in a reliable way. It's a personal quality that's often very much admired because it reveals that someone has a “moral compass” so to speak that will not waver under pressure.
I’ve heard it said that integrity is literally about integrating your inner life into harmony with your outer life. It’s who you really are, not just put on a show to appear like this is how you are. Others say that it's merely a social virtue only, defined by a person's outward relationships with others.
What have you and I too often discovered in hotels?
Well, the heart of the problem with many “keeper of the candles and of the keys” hearts, is the basic problem of the human heart. Everyone will need to deal with their attitude and heart condition if they are a smart human.
I like to ask myself: Why become overly confident about the condition of your heart? There is only one who is good--Jesus. Homework needs to be done regularly.
I often say that the inside and the outside of every concierge needs to be fully integrated into one person.. wherever they go minus the masks that make it easy to act like a different person. We can live real 24/7/365.
I don’t mind being one person even though far from perfect. I don’t mind living fully accountable at work, in the market place or at home. How else would I learn all I need to learn and grow? I’ve got nothing to hide and only seek to get much better in this career. I won’t judge the hearts of anyone, but there is much room for professional growth in my life!
"Be devoted to one another with [authentic] brotherly affection [as members of one family], give preference to one another in honor; 11 never lagging behind in diligence; aglow in the Spirit, enthusiastically serving the Lord; 12 constantly rejoicing in hope [because of our confidence in Christ], steadfast and patient in distress, devoted to prayer [continually seeking wisdom, guidance, and strength], 13 contributing to the needs of God’s people, pursuing [the practice of] hospitality. 14 Bless those who persecute you [who cause you harm or hardship]; bless and do not curse [them]." Romans 12:10-14 amp
I choose to be a Christian first -- to keep Jesus first. Hilfe Herr. It's important to be warmly and actively welcoming strangers, and to be caring for others (lost or saved).
Are we to be wisely caring for the honest and foolishly deceptive poor people on the street corners and elsewhere? Sure. Jesus told them the truth. He saved some and still can.
"Treat the foreigner residing among you as your native-born people; love them as yourself, for you were foreigners in Egypt." Leviticus 19:34
"Be devoted to one another with [authentic] brotherly affection [as members of one family], give preference to one another in honor; 11 never lagging behind in diligence; aglow in the Spirit, enthusiastically serving the Lord; 12 constantly rejoicing in hope [because of our confidence in Christ], steadfast and patient in distress, devoted to prayer [continually seeking wisdom, guidance, and strength], 13 contributing to the needs of God’s people, pursuing [the practice of] hospitality." Romans 12:10-14 amp
"Offer hospitality to one another without grumbling." 1 Peter 4:9
In my Concierge role, I am committed to providing all guests and visitors with unbiased and honest recommendations, whether it be for restaurants, transportation companies, or for other services they will need to utilize.
I firmly believe that the integrity of this advice should never be compromised in any negative way by financial incentives or kickbacks. Instead, my personal recommendations are to be based solely on the quality and suitability of the service for the guest's needs and desires.
Does what the guest is asking me to do go against hotel policy?
Is it right, is it good, is it righteous to do, believer? What’s my attitude going to be like?
“If it’s legal, moral, ethical, and right for all people involved, Sir, then I will do my best to make this happen.” I learned this in a Trust House Forte at 650 North Pearl, as a lobby concierge at the Adolphus (where I roomed Queen Elizabeth and Prince Philip in 820), at the Anatole (where I served Reagan in 2572, and Bush Senior), as well as in the two towers of the W Dallas Residences (a Marriott International property). I'm still learning.
Only Jesus has changed my life and all visitors are now VIPs to me.
Upholding these biblical principles ensures that every guest will receive the exceptional service that they pay a lot for and have come to expect from a luxury hospitality experience.. (I feel strongly about this topic because I am motivated to long and well represent not only my hotel brand well, but also the Les Clefs d'Or Concierge Association well.
By maintaining a good ethical approach in business, I make the effort to earn, and to enhance the trust and satisfaction of our valued guests. Day by day this reinforces Resort's sterling reputation for excellence. This is what will constantly reinforce the Les Clefs d'Or excellent name as well.
The importance of good ethics in hospitality practices (or in any business) can’t be stressed enough in our era, or during any era.
In my heart and mind at any location/workplace, I must early on establish ethical guidelines, safety alarms if you will, and codes of conduct before I come into dilemmas to blunder. The dilemmas and testing will arrive (maybe dressed as gypsy limo driver flashing a thick wad of cash) and it’s good to have your great decisions (from strong convictions) made in advance.
Good ethics have been defined as those moral principles that constantly govern a person's inner thoughts, attitudes, words, and outward behaviors – the conduct of any activity anywhere. Maintaining good ethics is imperative for concierges – they remain paramount in the hospitality industry.
This sector or arena as I like to call it, encompasses services such as upscale Resorts or any type of lodging.. food and drink services, event planning, and travel and tourism.. thrives on customer satisfaction and earned trust.
One who has a good name today could have a really bad name next year if they are not cautious. Inner motives with thoughts that lead to attitude formation all matter. No uber-casual Laissez-faire ho-hum attitude should be allowed to take hold in any heart.
Good ethics are essential not only for fostering a positive reputation but also for ensuring sustainable business practices. This essay explores the importance of ethical behavior in hospitality, the core principles guiding such behavior, the implementation of ethical practices, the benefits derived from maintaining high ethical standards, and the challenges that may arise.
Core Principles of Ethical Behavior At the Concierge Desk Are Critical For Forward Momentum
Do you want to advance as an individual, as a hotel professional? Ethical behavior in the hospitality industry is grounded in several key principles that I regularly enjoy musing over:
Integrity, Candor and Righteousness
You can serve as a real Christian. What beats being washed and working clean!? Integrity and honesty form the backbone of good ethical conduct. Hospitality businesses must be truthful in their advertising, in their transparency, in their dealings. They must remain committed to providing services that meet or hopefully far exceed their customer’s expectations. Misleading promotions, broken promises, and substandard service ethics can damage the trust and harm the business's reputation. Some hotels do not recover.
It takes a lot of time and effort to earn the trust of our guests, but that trust can be lost so quickly.
Good ethics has to do with respect, real love and fairness. Are you just in all your dealings with people?
Who Among Us Doesn’t Want Respect and Fairness?
Note to self: In everything we concierges do on the property and off, choose to do to others as you would have them do to you. For this is the very essence of proper hospitality ethics.
Respect for all individuals, including customers, employees, and suppliers, is crucial. This entails treating everyone with dignity, valuing diversity, and ensuring fair treatment. Fairness also extends to equitable pricing, non-discriminatory hiring practices, and unbiased service delivery.
Responsibility and Accountability
Businesses in the hospitality sector must take responsibility for their actions and be accountable to their stakeholders. This includes adhering to legal standards, addressing customer complaints promptly, and taking corrective actions when mistakes occur. Being accountable also means evaluating and improving ethical practices continuously.
Staff Training In Ethics Will Help With Team Development
If I want to can read a lot on this topic and develop on my own. I don’t need anyone to help me grow or do this for me.
Regularly fostering, learning about, nurturing, and implementing ethical practices need to be cultivated in training programs (from me the concierge, or from others for the team and guests). It should be considered by all. It needs to be conducted to educate all hotel employees about the company's ethical standards and the importance of adhering to them. This type of training helps concierges quickly recognize ethical dilemmas, tests, and potential problem areas. It equips the team with the wise skills to handle such situations appropriately.
Creating comprehensive guidelines and a code of conduct provides a clear framework for acceptable behavior. These documents should outline the company's values, expected behaviors, and the consequences of unethical actions. They serve as a reference point for employees and management alike.
To ensure prudent adherence to decent ethical standards, hotel businesses must establish monitoring systems and enforcement mechanisms. I will leave the management areas to the managers though.
We can influence some can't we? Sure. These monitoring and enforcement mechanisms could include regular audits, feedback systems, and a clear process for reporting and addressing ethical violations. Effective enforcement ensures that ethical practices are maintained consistently.
Maintaining high ethical standards offers several benefits to more than one person – too many to count:
Enhanced Reputation and Subsequent Customer Loyalty
Ethical behavior fosters deep trust and builds a positive reputation that can last for decades. Satisfied customers are more likely to return with friends and recommend the business to others too, leading to increased customer loyalty and a competitive advantage.
Increased Employee Satisfaction and Retention
My General Manager once told me that it takes about $7000 for one employee acquisition and training. That must be one of his ethical reasons that he as well as his staff treats the ladies and gentlemen here with gentle kindness and great respect.
Employees who work in an ethical environment do feel valued and respected, leading to higher job satisfaction and retention rates. Who in their right mind would want to leave that kind of hospitality culture? It’s hospitable!
These good ethics reduce turnover costs – it helps maintain a skilled and motivated workforce. All the guests benefit as well as the team.
Positive Impact on the Community
Ethical hospitality businesses contribute positively to their communities by supporting local initiatives, practicing sustainable operations, and creating a safe and welcoming environment for all.
The hospitality industry often operates globally, encountering diverse cultural norms and ethical perspectives. Navigating these differences while maintaining consistent ethical standards can be challenging.
Businesses must balance the pursuit of the bottom line, that profit at any cost attitude must go. Let’s all uphold ethical standards. This can be particularly challenging in competitive markets where cost-cutting and profit-maximizing strategies may tempt businesses to compromise on ethics.
Unethical behavior by employees or management can damage a company's reputation and operational integrity. Effective management strategies, including clear reporting mechanisms and swift corrective actions, are essential to address such issues.
Maintaining and cultivating good ethics and morals are indispensable in the hospitality industry, underpinning trust, satisfaction, and sustainable success. By adhering to principles of integrity, respect, and accountability, and by implementing robust ethical practices, hospitality businesses can reap significant benefits while contributing positively to their communities. The challenges in maintaining ethical standards are real but manageable with committed and continuous efforts. As the industry evolves, a steadfast commitment to ethics will remain a crucial determinant of long-term success.
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