Business World |
January 2015
14
learn and grow, and in turn, become more
confident in the finer aspects of hospitality.
"My first objective when joining the compa-
ny was trying to help the staff become more
confident," explains Mario. "I think they
were just afraid of making a mistake, or not
making the right choice."
An integral part of building their confi-
dence involved a increased pallet of contin-
ued training in an effort to meet and exceed
the expectations of guests from around the
world. "We have implemented an array of
trainings," he says. "On a daily basis we have
training for our staff to expose them to, and
teach them what international guests expect
from us."
Mario notes that increased training proved
to be a valuable tool, seeing a marked dif-
ference in the way that staff handled them-
selves, which shone through to guests. "We
started seeing a big shift in our guests' com-
ments, the staff is much friendlier and confi-
dent and they're really getting it across."
In addition to training their staff to the high-
est level, the hotel is always looking for ways
to improve technologies used by guests dur-
ing their stay. From remotely controlling the
