Now we’re not suggesting that TV is the BEST place to go for an insight into the hospitality sector, but hey, everyone has to start somewhere...
1) Customer Relations
As Taught By: Basil Fawlty, Fawlty Tours
Inspired by John Cleese’s experience with rude hotelier Donald Sinclair, there is absolutely no doubt that this particular hotel owner is in the wrong trade. From concussing his staff and calling them “nitwits” to insulting his guests (to their faces) on a regular basis, Basil Fawlty should be held as a shining example of what not to do in a Hotel Management position.
Quote: “Well, I'll go and lie down then. No, I won't; I'll go and hit some guests.”
2) The Extra Mile
As Taught By: Staff at Hotel Babylon
About: Based on the book by Imogen Edward-Jones, Hotel Babylon is a comedy-drama series set in a luxury 5 start hotel – a far cry from the world of Fawlty Towers. From the caring head of concierge to the perfectionist chef and master barman, the staff of Hotel Babylon often find themselves being encouraged to go above and beyond the call of duty in order to persuade guests to part with their money!
Quote: “Gino Primirola, barman of the year! I on top of the world. Like Kate Winslet in that film with the boat! Wind in my hair...”
3) Professionalism and (mis)conduct
As Taught By: Mateo, Benidorm
About: What happens in Benidorm stays in Benidorm – at least these are the morals of Benidorm’s barman, and resident lothario, Mateo. With a string of women (both married and unmarried) following him around wherever he goes, his job as the pool’s barman gives puts him in prime position to flirt outrageously (although his obnoxious attitude towards the guests and his popularity among the women frequently land him in hot water).
Quote: “Get off the stage fatboy... you lost!”
4) Stress Management
As Taught By: Rene Artois, ‘Allo ‘Allo
About: If you want to learn about stress management, all you need to do is watch a few episodes of 80’s sitcom ‘Allo ‘Allo.
Set in World War 2, Rene Artois a local cafe owner who has a lot on his plate (excuse the pun). From being forced to work with the French Resistance and hiding expensive (stolen) paintings for the Germans to coping with the ever increasing demands of his wife, mother-in-law and high-maintenance waitresses, Rene always manages to make it through the day – just about!
Quote: “I have to be nice to the Germans. They are my customers, they are winning the war, so if I am not nice to them, they will shoot me. I have to be nice to The Resistance or they will shoot me. I have to be nice to my wife because if she finds out I'm having an affair with Yvette, she will shoot me...[and] if Yvette finds out I'm having an affair with Maria, she will shoot me.”
5) Staff training
As Taught By: Pan Am flight crew
About: The crew of BBC2’s Pan Am (2011) showed us all that you need brains – as well as beauty – in order to work on the crew of one of America’s best-loved airlines. Pam Am wasn’t all about the glitz and the glamour. From secret undercover CIA agents to smuggled stolen goods, the airline’s multi-lingual staff are always prepared for any eventuality.
Quote: “How did Hemingway describe fear, Mr. Ortiz? Was it grace under pressure? Oh no. I'm sorry. That's how he described courage. So, while she takes care of the guns, why don't you sit down and I'll make you a nice cup of tea.”