“As an Administrative Law Judge, I hear appeals from restaurant servers let go for misconduct, being rude to customers, co-workers and the employer. Millennials, feeling entitled and believing they are smarter and better than others, represent an enormous miss-match between job requirements and personality of the person wanting to work in the hospitality field.

“Several years ago you did a marvelous piece on Bridgit, who was in her 23rd year at the Sutton Place hotel in Vancouver, Canada and just loved her job as a server. I have handed out copies of that article to employees who lose their jobs because of failure to understand their role and have very poor attitudes towards customers. They get fired, and then, as part of the “me” generation think they are entitled to ‘free’ money.

“This situation isn’t getting any better, and you could do a real service for anyone wanting to work in a restaurant or hotel by pointing out what’s needed in order to succeed. Maybe you could check in with Bridgit if she is still working at the same hotel. Thanks, Henry.”

Great with computer screens and cell phones but they don’t get it

We caught up with Bridgit Martin, several of her colleagues, and Sutton Place General Manager Navid Sariolghalam during our family reunion in Vancouver, still one of Canada’s best tourist destinations.

“Career servers have definitely seen a change in the type of person who wants to work in a restaurant, where loyalty and wanting to engage, to connect with the customer is rarely present,” the 28-year restaurant veteran observes, adding, “for so many millennials who communicate through cell phones and computers, it’s all about the tips, and they don’t get it,” she states, shaking her head.

And what does “Get it” mean?

“It means establishing a relationship with the guest, making it an enjoyable, memorable experience. People remember, return, the word spreads; ‘Ask for so and so,’ and after a brief time, guests will request to be seated at your table. But you have to be genuine, as phoniness can be sensed immediately.

“If you look at customers as merely the next tip, that message will come across loud and clear. If you see people only as a means to get what you want, life will reward you with far less,” this happy woman stated with a smile that could melt Vancouver’s snow.”

Experienced, career hospitality people, she believes, “Can tell you within a very short time who will fail as a server.” It’s the person who:

(1) Doesn’t like to talk.

(2) Who is robotic and not smiling.

(3) Just doesn’t seem happy

To Martin, anyone who fits into that category should skip this industry, “Because here, you have to listen to people’s complaints, try to make them happy, be accommodating and try to make their experience an enjoyable one. If you are not willing to bend over backwards to help somebody, find another line of work.”

“Have a strong work ethic and realize that it’s show time”

Walter Day manages the Chambertin Breakfast Lounge, has been in hospitality “for most of my adult life” and “would have no other occupation,” pointing out the importance of having a strong work ethic. “I always come to work early, on my time. I come to work no matter how sick I am (but not with the flu!) and remain on the job until they can find someone to take over.”

To Walter Day, one of the keys to success in hospitality is attitude. If he’s had a quarrel and might be upset, “When I come to the back door, I think, ‘Wally, show time!’ I put in the code, come in, greet everyone with a smile because the show is going to start and that’s what it is.”

There is no better example of a person with the right attitude, who “saw the long term,” going from valet car parking assistant to General Manger, and that’s Navid Sariolghalam.

“The people who succeed as servers don’t come to work because of the tips. They come to work because they enjoy being here, dealing with people, wanting to be here. Of course, part of the enjoyment is the monetary side of what they do,” he observes, adding, they don’t worry about money because their character and desire to be with and help people is well rewarded.”

Perhaps the happiest person at the entire Sutton Place Hotel is Mark, the Doorman, there over 30 years. “This is my home,” he proudly states.

And all who work in this lovely hotel, or pass through its entry, are his family.

Dennis Beaver practices law in Bakersfield and enjoys hearing from his readers. Contact Dennis Beaver.

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If you enjoy taking cruises, and are at or approaching retirement age, chances are you’ve seriously considered the possibility of living on a cruise ship instead of moving to a retirement community.

And that is exactly what New York attorney and author Peter Antonucci did in 2014, purchasing a $1.6 million apartment on The World, a residential cruise ship, and spending six years traveling the world in the company of some of the wealthiest people on the planet.

He has written several best-sellers inspired by his years at sea, the most recent, Tides of Betrayal.

Things to Consider

I asked his advice for anyone curious about buying into a residential ship. He listed these important factors:

(1) How old is the ship?

Many 20- to 30-year-old cargo vessels are being reconfigured as residential ships. With boats and airplanes, the thing you always ask about is engine hours, similar to miles on a car. Safety and a ship’s age are inextricably related, no matter how good the maintenance.

(2) Conduct in-depth due diligence.

The average person who is not using attorneys or accountants is often unable to perform an adequate due diligence on a ship and be comfortable. If I am going to spend $400,000 for an apartment on a ship, I want to know if it is a viable investment.

You wouldn’t buy a house without an inspector!

Often the financials do not include such things as fuel costs and port fees, which can exceed $40,000 a night. So, if they don’t have or fail to disclose operational expenses, including port charges, how much of any one destination will you be able to actually visit and get to know?

It is important to understand that unlike residential ships, virtually all cruise ships must spend as much time as possible at sea. There are rules about not opening the shops when docked, the sale of alcohol, gambling — they have to be at sea to make their money.

The typical cruise yields little cultural enrichment because so few hours are spent at any one port, as contrasted with several days for a residential ship.

(3) The Boredom Factor

If your ship makes a repeat circuit — Caribbean, Greek Islands, Western European countries — how many times do you want to visit the same places over and over again?

(4) Available medical services

It must have a doctor who is either a GP or certified in emergency medicine.

(5)What level of quality can you afford? Holiday Inn or Ritz Carlton?

You are not going to get Ritz Carlton service and attention to detail at Holiday Inn prices, so that is a huge consideration when looking to purchase an apartment on a ship.

Pluses and Minuses

(6) The more you travel, the more enlightened you become.

Becoming immersed in other cultures is life enriching and leads to more intelligent, respectful conversation about other religions, life styles, expanding one’s horizons, and discovering that people basically aren’t all that different.

(7) You are not going to be there when and if:

— Something serious happens to a family member.

— There are weddings and graduations, unless you plan ahead and have the means to fly back and forth.

— You are going to miss your friends. Skype and Zoom? Unless these are offered free or at a greatly reduced cost, internet charges are prohibitive and often slower than dial up.

Who is not Well-Suited to Reside on a Ship?

(8) A residential ship is a small community floating around in a steel can.

It gets to be gossipy, petty, like the cliques in high school. To some extent, it is like being in a fraternity or sorority where you need to get along with most people. A residential ship might be compared to a condo, but a ship is small and when you walk out of your apartment, you are still on the ship, unlike a condo.

Someone who is unadaptable is not well-suited to life on a ship, as a lot happens beyond their control, such as the weather. Certain ports at the last minute are difficult or impossible to enter. If you can’t deal with change you’ll have a problem.

Or a person with a chronic health issue or who does not want to admit it winds up in deep trouble.

Who is Well-Suited for Life on a Ship?

(9) A person in good health, with a great sense of adventure is ideal.

Someone curious about the world who can let things roll when they are in a less than ideal situation — in terms of weather, and people.

Antonucci concluded our interview with this caveat: “Living on a ship can take a real toll on your terrestrial friendships and relationships.”

Tides of Betrayal makes you a fly on the wall of the fictional people living on a residential ship. You get to know them. I’ll bet, that no jurors ever fell asleep in any trial where it was “Peter Antonucci for the defense.”

Dennis Beaver Practices law in Bakersfield and welcomes comments and questions from readers,
which may be faxed to (661) 323-7993,
or e-mailed to Lagombeaver1 – at – Gmail.com.

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March 14th, 2018 at 4:00 in the morning was a day and time “Denny” would love to forget.

“I had the strangest nightmare. A tiny, evil character–something out of a horror movie–had poured gasoline on my right leg, set it on fire, and as it was burning, began to pound a nail into my right knee.”

And then he woke up to discover that his right leg, “Felt as if it really was on fire, and I could almost see the nail in my knee. It was the most extreme pain I had ever experienced.”

Chiropractors, neuro, orthopedic surgeons and anyone who has ever had similar symptoms know what caused Denny this debilitating pain: herniated, lumbar discs.

With his wife, “Annie” the couple would soon be on their way from Central California to Austin, Texas to be seen by “Dr. “L,” a world-class neurosurgeon who ten years earlier successfully operated on several of Denny’s cervical vertebra which were causing the loss of the use of his hands.

“Renovated Except for the Pool – Oh, You Want Hot Water?”

“The best reviewed hotel, closest to the hospital, was the Springhill Suites,” Annie explained, adding, “And their website stated the property had just been completely renovated, with only the swimming pool not yet finished. We phone the hotel directly and they confirmed the entire renovation was complete, and so we booked several days.

From Central California to Austin requires going through the enormous Phoenix Sky Harbor, and changing terminals. “Fortunately they have rapidly moving sidewalks, but even then, every other word out of my husband’s mouth was ‘Ouch!’ only it wasn’t really ‘Ouch,’ if you understand what I mean! He was in agony the entire trip, and then we checked in.

“We were in our room no more than 10 minutes when one of the managers dropped by and handed us a letter which stated, “Welcome to our lovely hotel. There will be no hot water after 9:30 in the morning the next few days. We hope this doesn’t inconvenience you too much.”

Sensing more than a slight lack of honesty, Denny hobbled downstairs to speak with the front desk manager who confirmed the property was still undergoing extensive work, “And there might be some unpleasant noise from time to time.”

He was right. “Later that day I heard what sounded like someone with a jackhammer outside our room! We complained, and he moves us to a room where the shower door could not be closed! Some renovation! While everyone was nice–which is why we remained there–it was clear the property should not have accepted guests, as was admitted by one employee who had very negative comments about the owners.

“Upon checking out, not one cent of a discount was offered. What should have occurred?” the couple asked.

“A legal obligation of being forthcoming with relevant information”

So, how do responsible hotel managers view our couple’s situation? “V,” The General Manager of a 4 Star AAA rated hotel in Western Canada stated:

“Properly run and maintained hotels are generally under constant renovation, from the little things like changing furniture in rooms, to major, whole floor re-models,” he points out.

“In this case, it is clear the fundamentals of innkeepers’ requirements were not met. A hotel has a legal obligation of being transparent and forthcoming with relevant information a prospective guest can rely on in making a decision to book that property.

“The absolutely worst thing management can do is to bring someone into your house and then let them know what they are not going to receive. The customer us paying for full services. Anything short of that is misleading.

“Either on your website or when checking in, you should never deceive guests. Especially with a renovation, you’ve got to be honest. The greed factor is out there and is short sighted, creating a bad reputation for the industry. The long-term view–building loyalty, valuing your guests and wanting to see the same faces over and over–can only be established by treating them ethically and with fairness,” he strongly maintains.

Steps for Guests to Take

“Silence isn’t Golden,” is the way he describes how guests should approach these situations, and offers this insight:

“Management has wide latitude to resolve problems if promptly informed. We care about guest reviews and can move you to a different room in a quieter part of the property, pick up the tab for breakfast, your parking, Wi-Fi, even give a significant discount for your room.

“We want you to have a positive experience, but need to know what’s wrong, now, not after your leave. And we want to see you back again.”

Dennis Beaver practices law in Bakersfield and enjoys hearing from his readers. Contact Dennis Beaver.

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