During the COVID-19 crisis, I joined the housekeeping staff and cleaned rooms. That's right. I'd take my tie and expensive suit off, I'd fold them neatly into my bag, then wear simpler clothes and vacuum, dust and change the sheets. A proper part of the housekeeping staff. Then I'd wear my suit again and head to my office to fulfil my duties as the hotel's Director of Operations. I've been asked if I was at all embarrassed. But the truth is that I couldn't have been prouder. I had the opportunity to become a part of and get to know the housekeeping staff in a way I couldn't have otherwise. I met the team daily, heard their phone calls to their families and spent time with them. I couldn't have done it without "getting my hands dirty". It made me think about all the staff members we tend to forget. Whose faces disappear for us in the fast-paced world of hospitality. And so, one day, I had an idea. I would make those people's in...