Business World |
February 2015
88
use a computer - but also being able to have
a conversation with the guests. Body lan-
guage is very important,” said Harney-Zuill.
“We spend a lot of time on role playing. We
spend a couple of months on interacting with
guests and how to handle situations and cor-
rect habits through constructive criticism
and how they could have done things better
or handled it in a different way.”
ABOVE & BEYOND
The small, privately-owned nature of the
Royal Palms lends itself to a unique work-
place culture and employment opportunity.
“We don’t layoff our staff during winter
months. That’s the time we’ll get them in the
rooms to do some deep cleaning, and other
things we can’t get to do during the height
of the season,” said Harney-Zuill. “We have
an Above and Beyond program where we
recognize the staff for doing anything that
we consider above and beyond their regular
call of duty - like going out of their way after
work to pick something up for a guest - we’ll
recognize them with a little gift; just some-
thing that we consider going above and be-
yond to ensure that our guests are happy.”
Affection and admiration in the hospitality
industry goes a long way - both internally
and externally. As a testament to their level
