There are two reasons for working in
hospitality: host and guest. My primary
principle has been to engage in love,
kindness and compassion that will
trigger endless guest satisfaction and
have a very positive effect on EBIT
(earning before interests and taxes).
1. Guest-Focused Hosts
Going
Beyond
Expectations
By Christian Scholtka
My hosts receive my primary care. I
work and communicate with them all
day long through modern technology
systems and dedicate a large amount
of time to their necessities and
desires in each and every way. The
hosts hence started to spend more
time with guests, comprehending
their inner most dreams. There
is simply more time for me to be
with my hosts and our guests since
I started to shift my management
from standards by the desk to host
management on the floor a few years
ago. The compliments I receive every
single day range from, “Your staff are
so well trained.” and “Miss Thanh is
so wonderful.” to, “We have never
seen such caring people in a hotel.”
The hosts appreciate this kind of
support and professional guidance.
Their passion and compassion are
directly passed on to our appreciated
guests at any time. All I do is to
invest my time in my hosts. This is
the way I create guest-focused hosts
who are appreciated by the guests.
2. Heartfelt Love
There are only 5 seconds to show
a guest in the first impression that
we are caring. All of my potential
hosts practise the very simple
5-second guest first impression
moment before being hired. Either
I feel warm and inspired by the
applicant or feel nothing at all. I
love to feel the warmth of a heart
during a conversation. There are
5 additional questions on my
top priority list, which give the
applicant the chance to show their
natural warmth and loving kindness,
and some common selection
practices, before I respond with a
letter of appointment.
ILHA 33