I have the great fortune of having a good memory. My bosses will reach me in the office through the intercom to give them a phone number rather than look it up because they know I will be able to produce that number from the depths of my mind faster than they can Google it. My memory for numbers also comes in handy when they are buying anything online and I can rattle off the company Visa number without hesitation.

My ability to be able to retain faces and names is one of the things for which I am most grateful. Having been in the hospitality business for the majority of my working life, this gift has served me well. If I have the benefit of meeting a guest face-to-face and hearing their name, that name is locked in the vault of my memory. I make a point of using their name each time I address that person so our interaction feels much more personal for both of us.

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We had a group check into the lodge a few weeks ago and I missed the opportunity to meet the guests upon check in. At breakfast the next day, I made a point of introducing myself to each member of the group and was able to remember every one of them. The fact that I could refer to each of them by name did not go unnoticed. Several mentions were made about my being able to call them by name after such a short time and that level of service was compared to the service at the Ritz Carlton! Although we are a small, family run lodge that distinction made my heart swell with pride.

Hospitality has many synonyms that describe what it is about and the descriptions that ring true for me are welcome, warmth and friendliness. Those are the things I hold closest to me, not only in my job but in my life and I hope to be able to deliver those things for a long time.