Beautifully written Emma, and I agree wholeheartedly. The strongest service cultures are built from within and sustained by how people are treated behind the scenes. That’s also why they can erode so quickly when growth, cost pressure, or leadership decisions begin pulling in the opposite direction. Culture is difficult to create—and even harder to restore once it starts slipping.
The first signs of poor management lacking any self awareness or ability to correct is thinking that staff costs are the problem. Of course they'd never consider taking home 5% less (which could probably cover the pay of 3 hotel staff for a year)
Beautifully written Emma, and I agree wholeheartedly. The strongest service cultures are built from within and sustained by how people are treated behind the scenes. That’s also why they can erode so quickly when growth, cost pressure, or leadership decisions begin pulling in the opposite direction. Culture is difficult to create—and even harder to restore once it starts slipping.
Investment in human capital is essential for hospitality. It’s exactly what’s remembered and why guests keep returning year after year
another exquisite 'sletter
The first signs of poor management lacking any self awareness or ability to correct is thinking that staff costs are the problem. Of course they'd never consider taking home 5% less (which could probably cover the pay of 3 hotel staff for a year)