Recipe for a Sustainable Service Culture: The Essential Ingredients

By Nigel Lobo Vice President of Resort Operations, Grand Pacific Resorts | May 28, 2010

To make a service culture a reality everyone needs to be on board. This includes the top level executives all the way down through all of the line level associates. Not only does everyone need to buy into the concept and implementation but also play a part in the development of the concept and processes. For, in fact, we with a passion for a service culture know that the process begins with the heart of our operation, the staff members who interact with our guests on an ongoing basis.

In order for a culture of Service Excellence to grow and thrive, the resort operations team must have a burning desire for it to be that way, and the energy to ensure that this desire spreads throughout the resort and kept alive.

Memorable Vacations are Created by Going Above and Beyond.

Our "Building Service Culture" process was rolled out in the last quarter of 2008. The development of the program was across all 14 of the resorts managed by Grand Pacific Resort Management. The course of action focused on specific Associate and Guest satisfaction strategies.

Associate Satisfaction strategies centered on providing associates with feedback and recognition, as well as getting them totally involved in the key elements, such as the development of their own resort credo and goals.

For instance, one resort team came up with "Building Friendships through Genuine Hospitality" as their motto. Another went for "All Hands on Deck". This exercise got the ball rolling with everyone from housekeeping to the front desk providing their input and voting on the final outcome.

Choose a Social Network!

The social network you are looking for is not available.


Hotel Newswire Headlines Feed  

Benjamin Jost
Joyce Gioia
Paul van Meerendonk
Jason Ferrara
Roberta Nedry
Steve Van
Justin Effron
Andrew Dyer
David Ashen
Mike Kistner
Coming up in May 2019...

Eco-Friendly Practices: Corporate Social Responsibility

The hotel industry has undertaken a long-term effort to build more responsible and socially conscious businesses. What began with small efforts to reduce waste - such as paperless checkouts and refillable soap dispensers - has evolved into an international movement toward implementing sustainable development practices. In addition to establishing themselves as good corporate citizens, adopting eco-friendly practices is sound business for hotels. According to a recent report from Deloitte, 95% of business travelers believe the hotel industry should be undertaking “green” initiatives, and Millennials are twice as likely to support brands with strong management of environmental and social issues. Given these conclusions, hotels are continuing to innovate in the areas of environmental sustainability. For example, one leading hotel chain has designed special elevators that collect kinetic energy from the moving lift and in the process, they have reduced their energy consumption by 50%  over conventional elevators. Also, they installed an advanced air conditioning system which employs a magnetic mechanical system that makes them more energy efficient. Other hotels are installing Intelligent Building Systems which monitor and control temperatures in rooms, common areas and swimming pools, as well as ventilation and cold water systems. Some hotels are installing Electric Vehicle charging stations, planting rooftop gardens, implementing stringent recycling programs, and insisting on the use of biodegradable materials. Another trend is the creation of Green Teams within a hotel's operation that are tasked to implement earth-friendly practices and manage budgets for green projects. Some hotels have even gone so far as to curtail or eliminate room service, believing that keeping the kitchen open 24/7 isn't terribly sustainable. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.