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 of Kerten Hospitality
Human connections are at the centre of a community-centric ecosystem and the whole industry. They have been the corner stone of impactful projects and initiatives that not only bring people together but foster a curious mindset, genuine hospitality touch and a plethora of memorable experiences. The more personalized the experience, the more memorable it becomes. We apply the same approach to talent search and career placements where Job Descriptions come secondary. We do our best to tailor job descriptions to talent, individual's willingness to grow and readiness to develop his/her own skillset, to fit the team's culture and to adapt to our pipeline and team growth with agility, adaptability and the ongoing strife to empower and be empowered. This is how a team can jointly deliver – on the guest experiences and on everyone's personal objectives.
We believe that skills can be learnt and groomed, unlike passion, drive and commitment to excellence and personal self-improvement. These qualities help create a team of do-ers who curate the best experiences for guests. This is what we call soft-touch hospitality - the essence of our industry today. Interviews work as the litmus test for an applicant when an organisation tries to detect the personal drive part.