"My son has a boil on his leg. Our doctor says he might need an antibiotic. Could you come to the hotel?" A boil is collection dead tissue, full of pus and germs. It has no blood supply, so an antibiotic can’t reach it. Antibiotics don’t cure boils.
More than "I'm having chest pain" or "my mother stopped breathing" the most stressful phrase a hotel doctor hears is "Do You Accept My Insurance?"
"I am constipated," said a guest with a thick French accent. "Constipation' means different things to different people," I said. "What exactly bothers you?" Silence…. When a caller doesn't answer, it usually means he doesn't understand.
A woman under treatment for infertility needed a progesterone shot every month. She had the vial. Could I send a nurse?
A man suffered a headache on his flight. After arriving at the hotel, he felt severe pain in his left ear. When he opened the door, I noticed that the left side of his face drooped.
"No one but my wife had crab cakes in the hotel restaurant last night, and about 4 a.m……" A miserable problem for the guest's wife but also a difficulty for me. The caller had no doubt that his wife was suffering food poisoning although no one can make that diagnosis unless more than one person gets sick. In developed countries, viral infections cause most upset stomachs.
First impressions have always meant a lot in the hospitality business. The door staff's brisk attentiveness, the concierge's cheerful professionalism, and the warm attention of check-in staff all contribute to a quality guest experience.
A few years ago, Quantas abruptly cancelled flights after an engine exploded. Other airlines followed.
I didn't recognize the number on caller ID, and when I heard "This is Adele from L'Hermitage" I nearly dropped the phone.
The HVS U.S. Hotel Franchise Fee Guide provides a comparative review of various hotel franchises based on their applicable franchise fees. The selection of an appropriate franchise affiliation affects a property's ability to compete in its local market, generate profits, and achieve a distinguished image and market orientation. Because the success of a hotel is based primarily on the cash flow generated, owners and lenders must weigh the benefits of a brand affiliation against the total cost of such a commitment.
As I entered the room, half a dozen family members stood and bowed. When Japanese bow, it means no one speaks English, so I phoned the Japanese travel insurance agency.
A Quantas flight attendant was vomiting, so I drove 49 miles to the Radisson in Newport Beach. Fortunately, she was already getting better. She hadn't vomited in six hours. I told her that she should continue to improve and advised her to suck on ice chips. I went to the ice machine and filled tub. Normally, I would have left antinausea pills, but she was pregnant. She thanked me effusively as I left.
An eight year-old's eyelid revealed a small bump. My diagnosis was a sty. As I explained, the mother held out her cell phone.
A diamond dealer, violently ill with stomach flu, remained overnight at an emergency room. Returning to L.A. Marriott, he felt better except for some diarrhea. I reassured him and handed over anti-diarrhea pills.
A Craigslist ad was recruiting hotel doctors. I keep track of new arrivals and offer to work for them. They often take me up on it because it’s not easy to find a doctor on the spur of the moment. A few hours after my query, the phone rang. The caller introduced himself, adding that he knew me, admired me, and was certain that I was a perfect hire.
The recent devastating hurricane that struck the Bahamas in September is one more example that tourism industry leaders must constantly be mindful of potential crises. From acts of terror and crime to earthquakes, volcanoes and tsunamis and weather-related issues, industry leaders must have plans to face both natural and man-made crises. Tourism crises come in multiple forms and there is no part of the world that is free from a potential crisis.
"This is Doctor Oppenheim," I repeated several times before hanging up. Caller ID identified the Doubletree in Santa Monica, so I phoned to ask if someone had requested a doctor. Someone had.
"She speaks Spanish. I'm not sure what's going on, but she needs a doctor."
GDPR: One Year Later It all started across the pond when the European Union's 2018 General Data Protection Regulation (GDPR) took effect on May 25, 2018. It mandated that companies do more to protect the personal data of consumers. In short—if hoteliers marketed to European Union citizens without the proper permission, then they were in violation and could be fined.
A national housecall service connected me with a guest at the Montage in Beverly Hills. She was suffering the flu; I told her I'd arrive in half an hour.