In the hotel industry, professionals are trained to handle pressure, expectations, and complaints. From the first day of training, we are taught that the guest is central to everything. Their comfort, satisfaction, and experience define our success. Over the years, I realized that while guests can be demanding, their problems are usually honest and solvable.

During my experience in hotels, handling guest complaints never felt overwhelming. A complaint is simply an expression of unmet expectations. Whether it involved a room issue, service delay, billing confusion, or communication gap, I always had one thing clear in my mind—there is a solution. Hotels operate with standard operating procedures, escalation matrices, and service recovery tools. When handled with empathy and clarity, most guest complaints end in appreciation rather than conflict.
Guest-related challenges are professional in nature. They are visible, time-bound, and goal-oriented. The intention is clear: the guest wants fairness, comfort, or reassurance. Once the issue is resolved, the matter ends.
What I never fully understood—despite my experience and position—was internal hotel politics.
Unlike guest complaints, politics does not follow rules. It has no SOP, no training manual, and no ethical framework. It operates silently, often behind closed doors. Decisions influenced by politics are rarely based on performance or dedication; instead, they are shaped by ego, favoritism, fear, or insecurity.
In many hotels, good work does not always guarantee recognition. Sometimes, it creates discomfort. A professional who performs honestly and independently can unintentionally threaten those who rely on authority rather than ability. In such environments, merit becomes secondary, and perception becomes everything.
I observed situations where responsibility flowed downward, but authority and appreciation flowed upward. Mistakes were magnified for some and ignored for others. Transparency was replaced by silence, and professionalism was overshadowed by personal interests. These experiences create confusion, especially for professionals who believe that hard work and integrity are enough.
The core difference between guest complaints and hotel politics lies in intent.

Guests Want Resolution
Politics Wants Control

Hospitality professionals are trained to think in terms of solutions. We ask, “How can this be fixed?” Political environments ask a different question: “Who will benefit from this?” This fundamental difference makes politics emotionally draining for sincere professionals. Not because they lack intelligence, but because they refuse to think in manipulative terms.
Many hotels promote the idea of “We are a family” or “Work like home.” These phrases are appealing and comforting, especially to young professionals. But a real family protects dignity, listens to concerns, and corrects mistakes privately. When public humiliation, disrespect, or intimidation becomes routine, the concept of family loses its meaning.
In regions like Kashmir, where the hotel industry is the backbone of the local economy, ethical leadership is not optional—it is essential. Thousands of families depend on this sector. Long working hours, lack of clear hiring and firing policies, and absence of employee grievance systems slowly weaken the industry from within. Guest satisfaction should never come at the cost of employee self-respect.
Through my journey, I came to an important realization:
I was never bad at hospitality. I was simply unwilling to master politics.
This understanding gave me clarity rather than bitterness. The guests I served valued professionalism. The challenges I faced strengthened my judgment. And the politics I did not accept showed me the direction I needed to take.
Hospitality, at its core, is about service, trust, and humanity—not survival games.

Closing Reflection

A hotel can train a person to handle guests, but only ethics can teach leadership. Until the industry values professionalism over politics, many capable individuals will continue to walk away—not because they failed, but because they chose dignity.

Email:------------------------dartanveerahmad111@gmail.com