Ranking Human Capital from “taking them for granted” "the" link to success
— 13 C-Suite executives shared their view
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...
CEO & Founder of TSH and a Student of Life
Our NPS scores during COVID were high. In fact, they were higher than ever and that's because of our people intuitively grasping that we did not just want our guests to feel safe and comfortable, but also making sure they had a great time and felt connected with other members of our community. Because that's what TSH is all about. What TSH stands for is very close to my own view of life. That's not fully deliberate, it came to be that way because I have to make decisions that suit me. The closer I stay to myself, the more honest it becomes. It's hard to train intuition which is why in our recruitment process, we deliberately look for people who share our values, who share our energy to grow and learn, while of course making sure they have a skill set that helps us as an organisation move forward. Many times, people encounter situations that cannot be predicted, centrally scripted, or endlessly trained. That's why it's important to have people around us who ascribe to the essence of what we're about, who know and feel what the right things are to do. Empowering them to trust that when they act on behalf of TSH they do so reflecting what we stand for. During the interview process, which can be online and face to face, we strongly look for that cultural fit. We also encourage people to come and experience one or more of our TSH locations because that's often when they and we'll know we have a match!