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March 2015
| Business World
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Concentrating on guests’ every need – from
the complimentary jet-lag massage on arrival
to the complimentary Champagne breakfast
and afternoon tea – requires forging person-
al relationships with a friend-first approach.
Succeeding in the hospitality industry is all
about personality and individuality, some-
thing you’ll find in droves from the staff at
The House.
“Our staff is not ‘cookie cutter’; they are all
individuals and bring their own sense of pro-
fessionalism and charm to their role. We
want to make sure that our team members
are supported in doing their job brilliantly
but we also encourage them to show their
own initiative,” Scholey said.
“If they see a guest is looking hot, they will
go and get them a cool towel or a parasol, it
is all about the personal touch atThe House,”
Scholey continued. “Our staff members are
not ‘waiters’ or ‘receptionists’ they are Am-
bassadors, which means they are there to
be an assistant, a concierge and a friend all
rolled into one.”
Revered by their guests and peers, The
House has grown its notorious reputation to
include numerous appearances on a variety
of Top 25 lists at the TripAdvisor Travelers’
Choice Awards, including being named a
2015 Certificate of Excellence Winner. Ac-
knowledged by Scholey as a sign of support
and gratitude, she’s humbled at the team ef-
fort that led to the accolades.
“It is a great honour and one that we have
worked very hard to achieve,” she said. “Our
general manager Joanna Roterberg and her
stellar team have been exemplary in how
they have really harnessed their relationships
with existing guests as well as being incred-
ibly welcoming to new guests at The House
to make sure that they offer a stand out ex-
perience for anyone who chooses to spend
their holiday with us.”
Putting the clients first has allowed The
House to create more meaningful connec-
tions and personalized service. Harnessing
technological innovation and its ability, op-
portunity and scope to reach a global audi-
ence, the ElegantHotels Group has launched
an initiative that’s sure to enhance the guest
experience.
“We have just started to launch our ‘Mobile
Passport’ across the group and will be intro-
ducing to The House shortly. With our free