Hospitality Leaders Hospitality Leaders Menu 0
Google Translate
Hospitality Industry News, Leadership

Marriott has to apologize: What a terrible misunderstanding – Why your front office clerks should be remembered to a welcoming environment

Profile Photo By: Carsten Hennig
July 6, 2016

Marriott has to apologize: What a terrible misunderstanding – Why your front office clerks should be remembered to a welcoming environment

Hamburg, Germany – Carsten Hennig, Managing Editor Europe, commenting
Reply to author: carsten@hospitalityleaders.com @news_good

Welcome every guest free where ever he is from and what ever it is his religion – What should be basic behaviour for every hotel clerk, now became an international incident for Marriott International. A ‘terrible misunderstanding’ at the Fairfield Inn & Suites in Avon, Ohio, where a business guest from the United Arab Emirates has been arrested due to his traditional arabian clothes, initiated a new debate about a ‘welcoming environment’.

Fairfield Inn & Suites

What has happened? Last weekend, Mr Ahmed Al Menhali from the Emirates, married and father of three children, entered the hotel while talking on his smartphone. A hotel clerk at the reception thought to identify him as a terrorist while mentioning ISIS and called the police.

After he has been handcuffed but quickly released after the situation was found to be a false alarm, Mr Al Menhali felt a panic attack and was taken to hospital.

Shortly after this incident, UAE government warned his inhabitants to wear traditional arab clothes while traveling abroad.

Marriott Int. released an official statement:
‘Marriott International is aware of the incident that occurred at the Fairfield Inn & Suites, in Avon, Ohio that resulted in a gentleman who entered the hotel being apprehended and briefly detained by local authorities. This was a terrible misunderstanding and we deeply regret what happened to Mr. Al Menhali. Diversity and inclusion is a core principle of Marriott’s operations and we remain committed to providing a welcoming environment. We have been in regular contact with the hotel since the incident and we will be following up to discuss diversity and inclusion training designed to help prevent this type of situation.’

Despite if the majority of your Western home town is white, welcoming guests from other countries and wearing thawb and guthra is one of the most important principles of hospitality. Every hotel is part of the ‘land of religious freedom’.

The latest incident is like a memorial for the hospitality industry worldwide. Remember always, as stated by Marriott, ‘we remain committed to providing a welcoming environment’.

News-Vorschläge

Uneingeschränkter Zugang

Erhalten Sie vollen Zugang zu Nachrichten aus Hotellerie und Gastgewerbe.

Jetzt anmelden. Kostenlos.
Oder importieren Sie Ihre Angaben aus