While teaching a writing course at a university, a student approached me after the first class and handed me his composition.  He waited while I skimmed his paper, then looked at him in surprise.  He was barely literate.

“I know,” he confessed, taking a deep breath to control his emotions.  “No one thought I would finish high school.  But at my graduation, Grandmother told me that she had been saving for tuition since the day I was born so that I could be the first in our family to go to college.

“Don’t give up on me.  I will study and give it everything I have because I don’t want to let down my grandmother.  More than anything, I want to show her how much I care.”

He improved a grade level with every paper, made a solid ‘B’ on his final, and taught me more than I could have taught him.

Caring changes everything.

If you are looking to improve the guest experience at your resort, consider looking beyond the quantifiables typically applied to housekeeping.  Admittedly, caring is warm and fuzzy, which may sound like something housekeeping would vacuum up, but nothing is more powerful.  Consider building a culture of genuine caring among your housekeeping staff.

For a Case Study outlining how MasterCorp built a culture of caring throughout their organization, read in this archive "Times Are Tough: Who C.A.R.E.s," which was previously published in the August issue of Developments.