I have long-written how Asian hotel hospitality – albeit in the better end of the hotel ranking system – absolutely trash their US counterparts in almost all aspects of comfort and service.
The same can be said for a whole host of things, including airports, infrastructure and educational standards … however recently, on a trip to the US, I saw something that basically summed up the whole madness of American standards, at least in terms of hotels.
To demonstrate the point, come with me on a terrible z-grade bit of storytelling …
We are in the boardroom of the Sheraton Suites Hotel chain.
The team are meeting on room design …
“Where should we put the full length mirror” asks one of staff members.
“There’s so much wall space – we’re in America, greatest land in the World – it could literally go anywhere” replied a duty manager.
This debate goes back and forth for a while before they determine they won’t be able to get to the answer by themselves.
So after opening a P/O number and conducting some internal questionnaires, they spend a further 6 days at a ‘mirror brainstorm summit’ offsite before deciding they needed external help.
Enter McKinseyBainBoston&Sons … management consultants that now can turn their hand to anything if the invoice has a minimum of six 0’s attached to it.
Off they go and do a full brand audit and interview process.
This takes 9 months.
Finally, after spending millions of dollars in expenses and time, the consultants come back and present their answer to the Sheraton Suites board.
Obviously they love it, McKinseyBainBoston&Sons are the pinnacle at whatever they do.
A grand party is set to announce the answer.
The whole company comes together.
There is lift music, average food and fake smiles before finally the time has come.
With great fanfare the envelope with the answer is opened.
“Place the mirror directly opposite the loo so guests can see themselves when they’re having a shit”
Everyone claps wildly.
Except anyone who stays there.