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inherent challenges. The hotel
was able to overcome those
challenges largely through the
power of international cooper-
ation.
“We have found ways to get it
done,” Karan says. “We’ve had
help from our partners in the
US, in London, in Australia.
We’ve found ways to co-operate
to get the right materials and
make things possible.”
When Karan arrived at the Best
Western Premier Pétion-Ville,
he considered it his primary
mission to enhance guest ser-
vices, and In turn improve the
hotel’s user ratings – including
the ratings they tracked inter-
nally, as well as the ratings on
external platforms such as Tri-
pAdvisor. In the past, those
reviews had been lower than
the hotel would have liked,
and Karan wanted to turn that
around.
One part of accomplishing that
turnaround was embarking on
the aforementioned campaign
of improvements. Another part
was getting the buy-in from the
hotel’s staff.
Again, bringing employees on
board presented some initial
challenges, largely due to the
language difference and the
inexperience of the workforce.
Over time, however, the hotel
has worked to bridge that gap.
They have invested in training
and education for the staff.
They have taught them how es-
sential they are to the guest’s
experience, and thus the hotel’s
success, and thus their own
success. More and more team
members have grown to accept
that responsibility.
JUNE 2019
. “We’ve had help from
our partners in the US,
in London, in Australia.
We’ve found ways to
co-operate to get the
right materials and
make things possible.”