Hotel Confidential

With apologies to the Hotel Confidential blog; I think it’s high time that the topic of confidentiality was discussed. I really only know how to discuss it as it relates to the hotel industry but it really can apply in any industry and of course in everyday life.

My entire working career has been spent in five star hotels. It’s all I’ve ever known. And, possibly the most important thing I have learnt is how important confidentiality and discretion are. It should be a given that when you work in a job that requires these qualities that you would have the decency to adhere to the guidelines. But as we see over and over again how easily people sell their souls out for a few dollars or a few minutes of glory.

Confidentiality in hotels is something very different though. It ranges from not discussing the personal idiosyncrasies of a guest, which have no professional merit, amongst staff members to the far end of the scale which is revealing company statistics, occupancy’s and revenue figures. Any decent hotel will include a confidentiality clause which requires you do not disclose any guest related or financially sensitive information to anyone not authorised to possess this information. In recent time this has evolved to include non-disclosure of celebrities which probably attracts the biggest reaction from myself. I read up to 30 news, sport, financial and celebrity websites a day so that I can feel up to date with the current ‘affairs’ of the world and every time I read something along the lines of ‘sources close to … tell us’ or ‘in an exclusive interview… reveals’ it really irritates me. Obviously people are always going to look after ‘Number 1’ and screw who ever gets in the way. But when you are entrusted with a confidence be it between a friend, colleague or whatever, and you can’t keep your mouth shut; to me that shows a complete lack of decency and morality.

Mouth Sewn ShutIf anyone has been in a position to ‘dish the dirt’ on celebrities it would be me. In my 13 years of working in 5 star hotels I have met musicians, film stars, politicians, presidents, actors and actresses and supermodels; among the highlights, and in no particular order of personal interest or preference; Oprah Winfrey, Michael Jackson, Arsene Wenger, Sep Blatter, Bono from U2, Britney Spears, Ana Beatriz Barros, Anne Vyalitsyna both of Victoria Secret fame, to former US Presidents Bill Clinton and both George W. Bush Jnr and Snr. My current favourite, just for being an absolute ANGEL when she stayed with us, and not being a diva and taking the time to actually talk to the staff, is the lovely Neve Campbell. I had to assist her with a whole bunch of personal tasks and I fell in love with her sweet nature and beautiful smile. Top of the list though, is not just a statesman, but perhaps one of the greatest and most humble people to have ever lived: Nelson Mandela.

The man who shocked me into silence

The man who shocked me into silence

There is actually a funny/embarrassing/cute story to my first meeting with Madiba, I was working at Reception at that time and he walked up to the desk while I was was typing away on my computer with my focus on the screen, and he says in his typical Madiba voice ‘ Err, excuse me young man’ at which point I froze. Time stood still, like I was in the Matrix; as I obviously recognised the signature voice. I slowly looked up at him and when he asked me to direct him to the bathroom you would have thought he had asked me to explain the Da Vinci code, or to solve a Rubix cube! I was completely star struck; which had never happened before and hasn’t happened since. I was still catching flies in my wide open mouth when my colleague walked over and escorted him on his way. I felt like such a fool, but later that evening I realised this is probably the most famous and sought after personality in the entire world that I had just met, so perhaps my reaction wasn’t so cringe worthy.

But back to the point I was trying to make. Throughout all of my years of working in 5 star hotels, hearing sensitive information at meetings, seeing highly confidential reports and meeting these celebrities; never once was I tempted to share it with anyone. I certainly don’t think of myself as a saint or that I have always been as honest and morally perfect as I should have been; but where I draw the line is anything that would adversely impact on my professional reputation. I have written another blog post here which explains my feelings on that, but suffice it to say that I would never do anything to jeopardise this. My professional integrity is the most important thing to me, besides family course; and you would think that everyone would have the same values. But I’ve seen, and even worked with people who have broken this ‘code’ for money and in every single case it may pay off initially in monetary terms, but it never lasts and the ‘rat’ label lingers a lot lingers than the money does!

I feel proud of being entrusted by my hotel to honestly adhere to the confidentiality rules and policies we have in place. I’m certainly not in possession of nuclear launch codes or the bedroom webcam address of Adriana Lima, unfortunately; but when you realise that people depend on you to withhold certain facts and knowledge that should be enough to shut you up. I feel very strongly about this point. I’m certain that most people won’t; but then again the amount of people buying tabloid newspapers and magazines, reading celebrity gossip websites and openly discussing said people in public openly are the majority.

Celebrity news sells, and sells well. But the main reason that it does is due to hotel staff tipping off the press when they have famous guests in or waiters in restaurants who have retainer deals with photographers to get pictures of celebrities trying to have some alone time in public or paparazzi who hound celebrities on foot, by car or on motorcycles often causing injuries to themselves or others. The most famous example being Princess Di and Dodi Al Fayed in 1997. Need a reminder? Here you go. This behaviour even happens in the technology industry, and is becoming worse all the time. Some of you may have heard the story about an oddly disguised iPhone that was left in a beer garden in California by a field tester. This turned out to be the has yet, unreleased iPhone 4. The issue that I have with the whole saga is the fact that the person who found it; while admittedly he did try make a fair attempt to contact the owner of the phone, managed to get the phone ‘discovered’ by one of the largest and most popular technology websites Gizmodo. Anything for a buck, right?

In a world where there is so much poverty, natural disasters, pain, suffering and trauma shouldn’t we living our lives honourably and justly? Do we need more reasons for bad thing to happen?

Something to think about.

I know I will.

I am Concierge.


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