Hospitality being the embodiment of people connecting to people, our human capital then automatically should be the most important asset we have. Every hotel or chain always talks a great deal about how important they judge their associates and all they do for them. But do they match their company values to their team members' values? Do they feel comfortable and able to empower their associates to deliver that important connection to their guests in full trust? Does selection still take place based on skill level and experience? Are interviews the right way to select?

In a digital tech world, where the environment and so many other demands take center stage and the financial influence of the past year's pandemic is so deeply felt, what should be the minimum base of human capital focus and what is your advice to all hotels/chains out there...

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Alex  Cabanas
Alex Cabanas
CEO at Benchmark

Since the pandemic began, at Benchmark Global Hospitality we have repeated a motivational phrase many times – soon it will be our time to heal the world with hospitality. Well, that time is upon us! While we have no choice but to embrace a digital world, the human-centered enterprise of hospitality will always rely on the hands, hearts, minds and souls of human beings. Yes, at Benchmark we are embracing technology where we can, focused on enhancing efficiency, productivity, communication and service. However, our focus on being an employer of choice has not changed – if anything, it is emboldened post pandemic.

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