How to Evolve the Chain of Command With Hotel Management
Photo Credit: Pictured here is the lobby reception of The Beaumont hotel in London. The Beaumont's General Manager Jannes Soerensen empowers his staff to act as key stakeholders in improving the guest experience. The Beaumont
Skift Take
Luxury hospitality can sometimes operate on an antiquated system when it comes to human talent. Here are some progressive thinkers shaking up structures and sacred cows, providing for a more meaningful guest experience.
On Experience
Colin Nagy is a marketing strategist and writes on customer-centric experiences and innovation across the luxury sector, hotels, aviation, and beyond. You can read all of his writing here.
As hospitality evolves in the luxury sector, so too do systems and processes. While much of the industry is fixated on technology as a salvation for every problem, it's more often the human touch that matters. That's why a progressive management system should be examining every standard operating procedure to see what can be better engineered for empathy and guest delight. Those hoteliers who are willing to do this will be the architects creating the best experiences for the future.
One of the historic vestiges of luxury hotels is a strict organizational hierarchy for staff. The general manager sits atop, like a general on the hill. Other senior-level staffers do their jobs, but don’t spend much time, if any, with guest
