Led Zeppelin, the lady who was hit on the head with an airplane and other tales of Duty Management

Communication breakdown sang Led Zeppelin fifty years ago. Your basic track about a rock musician’s unrequited love, a breakdown that was probably fuelled by dropping enough drugs to keep a small country high for a week. But that track could have been this week’s theme tune because of the omission of one word.

Back in Led Zep’s heyday the breakdown would have happened in person or over the phone, now the possibilities for a communication breakdown in a relationship have extended; sms, email, web chat, and web 2.0 social networking sites.  Within the business the same possibilities for communication breakdowns exist and then some.

Managing a resort requires near instant communication. A VIP arriving at the Main Door? Use of two-way radios allows the Concierge to notify the club car driver, who will take the guest to his preferred restaurant, where the Maitre De is waiting, having already been told of the guests impending arrival. Two-way radios can be a boon when used properly. But like text messaging and internet chat the use of protocols is essential. Ten-Four? Code words for events and situations are required. 
But what happens when the code words don’t cover the situation?

“A lady has been hit on the head by an airplane” came over the radio.

Apocalyptic visions of exploding aircraft filled my mind. But…no explosion. No screaming. I didn’t even think about questioning the caller; sometimes you just know it will not be worth the effort. I went to the outside bar where the incident had happened.

The Security officer who called in the incident was correct…a lady had been hit on the head by an airplane…and the word omitted?…‘Toy’

 A young boy had been playing with a lightweight plastic toy airplane that got caught by the wind and hit the guest, who was sitting nearby, on the head. The lady was none to pleased by the situation but was not injured. The boy’s parents grounded the boy, and the plane; the situation was resolved amicably…as was the situation with radio protocols. Security were informed that when they are faced with an unconventional situation switch to a cell phone.

 There will always be things in life that surprise us, like Led Zep reforming and playing a storming gig after thirty years, however with some forbearance we can ensure that the song does not remain the same. 

- Carpe DM

About the Author: Carpe DM is a fellow hotelier, with oodles of experience in operations, including Food & Beverage Management and is currently based at a leading hotel as the hotel’s Duty Manager.