The hotel you stay in provides you with much more than just a bed and a breakfast. Reviewers tirelessly emphasize that it is the attitude of the staff that counts.
Hotel managers and hotel chain CEOs have not missed this aspect.
Hiring the right personnel is a responsibility taken very seriously by the top hotels. In fact, the hiring philosophy differs from hotel to hotel depending on their values, ethos and also the business model.
Luxury hotels understand that hiring the right staff is absolutely critical. These people need to be anticipating customers’ needs and that obviously requires a lot of attention and willingness to be of help. The iconic five-star
One Aldwych believes that good service starts with a good heart. Therefore, their hiring process includes both rigorous assessment of candidate’s qualities and also an intuitive personal evaluation.
Claridge’s Hotel is looking for people with “exceptional energy, passion, dedication and professionalism”, people who are constantly trying to “over-deliver”. Maybourne Hotel Group, the owner of Claridge’s Hotel, considers staff retention to be their top priority.
Sir Rocco Forte of the Rocco Forte Collection (Brown’s in London) emphasises that everybody has an innate sense of hospitality. The hotel follows the strategy of coaching and training the right behaviours to complement this natural ability of servicing others.
The 4 star boutique chain Malmaison is said to recruit people with an innate sense of fun and with potential for rapid advancement. The CEO of the company strongly believes in fast-tracking “stars” and invests heavily in the graduate scheme. The chain is known for providing the best training in the industry.
Hilton is another example of taking hiring and training staff very seriously. It is probably one of the reasons why reviewers generally compliment the chain’s attentive and friendly staff.
When hotels make sure that guests are well taken care of, it is much easier to ensure that the stay is a delightful experience. To find out more about London’s hotel industry, do visit the London Hotels Insight blog.
