Business hired for the right role. The HR philosophy at Shangri-La Hotel, Bengaluru is very simple. We treat our colleagues like our guests and strive to ensure that they feel valued and comfortable in their working environment. This translates into higher employee morale and the focus is on delighting guests through our self-motivated staff. This leads to enhanced guest satisfaction, which is an important factor towards retaining our guests within the brand,” stated Vivek Srinivasan, Director of Human Resources at Shangri-La Hotel, Bengaluru. “ I n a h ospitalit y s et-u p, each and every individual is a sales person. They engage with the guests, understand their requirement and help close the loop which, in turn, helps gain guests’ loyalty. Guests do come back to the hotel not only for its facilities but also because of the service professionals who have delighted them in their previous visit/s. There are many examples where guests have moved their loyalty due to the trust in our colleagues,” explained Vivek further. “Not just inside the hotel but even outside they can help in brand building. In today’s socially connected virtual world,
Hotel Business Review
our employees act as the promoters of the brand. This enhances the network which also in turn gives us visibility and contributes to our overall footfall,” he observed. So when employees play such a crucial role in the hospitality industry towards brand building, hiring and managing the employees cannot be anything less crucial for the hotel business. Ishrat Noor Siddiqui, Head HR, Radisson Blu Resort & Spa Alibaug affirmed, “To
gain competitive power for a hotel, human resource management is an important factor. Human resource management can be regarded as the foundation of a hotel to acquire competitive advantage. HR helps in achieving high level of guest-centric services, needed for the success of the hotel.” “My strong belief is, if you take care of your people, your people will take care of your guests and your business will take care
Jan-Feb ’18
31