Reading this list of services you might be thinking to yourself “ So what ’ s so special about the Euroclub ? Everyone else has these facilities !”
How much of the ‘ family ’ element can a business keep ?
Mario puts it clearly – it ’ s a family business . “ We pride ourselves in believing that our clients are our friends so they quickly become part of our family ,” he remarked . In fact , a good number of staff are related one way or another . He introduces us to his sister . And , “ Oh , that ’ s my dad Michael who bought the Chez Francis building in 1989 and decided to turn it into this hotel .... without any experience whatsoever what that idea entails ” he smiles .
“ But my dad had the right ingredient ... he started small – Two Star - with the concept of giving a good service that was beyond the level required and , more importantly , was willing to learn as he went along ” adds Mario . That ’ s also how Mario himself was brought up – hands on . From pool boy at 15 years to running the pool bar later on ... and then all the way up to the top .
He comments that a good management is always prepared to listen to a problem ( even a serious one like should the kitchen come to a halt !) and implement appropriate actions after learning the reasons why certain things needed to be done in the specific way being proposed .
Upgrading efforts
The Euroclub has today upgraded to a Three Star classification but again , with the intention of giving a much higher standard of service . “ The concept is pay for Three Star but get Four Star treatment !” he explains . But it is worth underlining that , since 2007 , when Mario took over the helm from his father , the hotel has undergone a total overhaul . It has improved its standards in terms of operations as well as in its facilities .
An example of how Mario has followed in his father ’ s footsteps - to “ give a service beyond the level required ”, is the incorporation of an attractive outdoor / indoor pools and ample sun terraces .
“ That ’ s the best way to learn ” he advises . “ The best way to also communicate with your staff ...” Seems that the learning curve here is based on the been-there-donethat concept . At least with him it worked .
Our room was clean and very comfortable , same goes for the bathroom . Staff was nothing but kind and helpful , especially at the front desk
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Issue 03
HOSPITALITY MALTA