Here are the top 3 lessons (among many others) I have learned during 100 days as Interim Hotel Manager at the 5* Hôtel 2 Février Lomé in Togo (300 team members, 320 rooms, 3000 square meters for Meetings & Events, 3 restaurants, 2 bars & 1 Spa).
During that time I have delivered a series of training and I am delighted to share with you my experience and the outcome :
- Delivering the training on the daily working place of the employees brings much better and faster results than «sitting on a chair» in a training room.
- Putting the team in the shoes of their guests helps the participants to visualize the real guest’s experience. Thus the training is much more tangible, practical and efficient.
- Based on our team & guests feedback, we have changed the layout of our menu in one restaurant. Now, it is more than a menu: it is a new way to engage and to communicate with the guests. The impact on the revenue is significant.
Conclusion: investing in training pays the best interest. Moreover, our guests have already noticed the global improvement.
Many colleagues told me: «We thank you Mr Benoît because you put us back on the right track». It is an excellent reward & an encouragement for my forthcoming training sessions !
Benoît Kuborn / Kuborn & Partners
Should you wish to discuss with me how to move "from good to excellent", please contact me on +352 691 84 84 94 or via email email@example.com