Where’s the hospitality?

“Be our guest, be our guest, put our service to the test” are the lively lyrics sung in the enchanted mansion of the famous animated movie Beauty and the beast. Our community and business services are most certainly being put to the test, but it seems that all too many have forgotten what hospitality is really all about on our enchanted little island.

The dictionary defines hospitality as the friendly reception and treatment of guests or strangers; an act or show of welcome. Many tend to think that hospitality only concerns the hotel industry, but we believe that we have a responsibility as a community as well as an individual to treat all who visit Saipan to an enchanting experience.

Janel asked several people, of different ages, what they had been taught to do and how to act when they have guests in their homes. It seems that there are common standards spanning the many different cultures represented on our island. Many responded with: “We offer the best we have to our guest,” “We prepare lots of food,” “We put their needs and comforts first,” “We speak in turn and do not interrupt,” “We clean the car, the house, and the yard,” “We have entertainment.” These are just a few of the things that people consider hospitable.

Should it be all that different for our island and those that visit? Is Saipan not our home? Do we not have guests visit daily? Shouldn’t it be clean and free from garbage? The facilities should be painted, well-maintained and kept clean. Shouldn’t we offer the best we have to our guests, put their needs and comforts first?

We want to share with you an inspiring story of the power of genuine hospitality displayed by several communities during the 9-11 episode. Many planes still in flight were requested to land immediately at the nearest airport due to the terrorists. This story is just one of many that has circulated, as told by one of the flight attendants.

Delta Flight 15 found when it landed that Gander and the surrounding small communities had closed all the high schools, meeting halls, and any other large gathering places. These areas were then converted to large sleeping quarters. High school students volunteered their time to take care of the guests. Delta’s 218 passengers ended up in a town called Lewisporte.

Passengers were treated as guests, not strangers, and given a choice of boat cruises of the harbors and lakes or to visit the local forests. Bakeries stayed open past store hours to make fresh bread for their guests. Citizens prepared food and brought it to the lodging for the guest who stayed in. Guests were given tokens to go to the laundromat to wash their clothes. In other words, every single need was met for those unfortunate travelers. Passengers were crying while telling the crew their stories.

“Our flight back to Atlanta looked like a party flight. We simply stayed out of their way. The passengers had totally bonded and they were calling each other by their first names, exchanging phone numbers, addresses, and email addresses.”(The story about Delta Flight 15 is said to have been written by a member of the crew, Nazim-Amin)

This, folks, is what it’s all about! We have opportunities every day to service our guest, from the naval ships that come to port to the many students that study here. Every day we have tourists drop in from all over the world, and they should all leave feeling like they are valued guests on the island. Every institution and individual should be striving to give our guests a positive and unforgettable stay.

Saipan is feeling the pains of the decline in tourism and it becomes easy to get caught in the scarcity mentality. We call it the scarcity mentality because many of our hosts are cutting corners and costs that affect the quality of service given to our guests. The abundance mentality, on the other hand, can be the driving force to bring our guests and their friends back. That mentality is best defined by a quote from Sterling Sill’s book:

“For life is a mirror of king and slave-

‘Tis just what you are and do;

Then give to the world the best you have

And the best will come back to you.”

Even if you are doing well at being neighborly, we hope you will look for improving the small and simple things that make a big difference.

(Rik is a business instructor at NMC and Janel is the owner of Positively Outrageous Results. They can be contacted at: biz_results@yahoo.com)