THE PERSONAL TOUCH MAKES GUESTS FEEL AT HOME

THE PERSONAL TOUCH MAKES GUESTS FEEL 

AT HOME

Interviewed by Dr. Ksenia Kisselincheva

The General Manager of the Kempinsky hotel in Sofia has graduated from an elite hotel management school in Lausanne, he has had an impressive variety of experience in exclusive hotels the world over. The World Trade Center in Beijing, The Shangrila hotels in China and Malaysia are only a few of the highlights in his professional record. He has been all over European top-class hotels but he has a special preference for the Kempinsky brand in the hospitality business. He has great regard for venues which have a tradition and history behind them. The Kempinsky dates back to 1897 and has successfully combined the grand style of the past with the new image of an exclusive modern hotel with all the range of up-to-date services.

I’m really impressed with you high-profile professional experience in the hospitality business. Would you be kind to share some valuable instances from your practice?

What is most valuable for me, this my great love for the business. You won’t excel in anything unless you put your heart and soul into it. Another thing is to generate ideas, to be creative – that is to strive fervently to see things in a different way, from a different angle. But the most important instrument in the hospitality business are people. That’s why we are very particular about selecting and training our staff. We don’t work with machines which can be returned, repaired and sold again. We work with a special product which functions every second of the day-interaction of our staff with our guests.   And

thingswork smoothly, this is our moment of truth. We cannot recuperate any mstakes the way you can do in a factory.

What would advise managers of your rank?

I would stress the importance of selecting and training people.  The hiring procedures have to be very reliable and very accurate. But, for me, the most important criterion is the kind of attitude. The staff should be people with a positive attitude to life and people, they should show tact and patience and should be ready to solve any problems.

In what way hotels like Kempinsky distinguish themselves from other hotels of the same class?

First of all, Kempinsky is among the oldest hotels which are of world renown today. It was founded in 1897 and has maintained its high standard of service for over a century. What is distinctive about our strategy is that we try to adapt to local culture, the historical heritage and this gives an individualistic character to our hotels in different places the world over. Some places we have palaces or grand hotels, other places we have smaller hotels, depending on the specific local environment. Like in Fuerta Ventura, which is an expensive beach resort, we have a grand hotel which is done in classic style, we have emphasized the unique character of the place and we have made look special.

Do you think the idea people have of the modern type of hotel corresponds to the one you would like to promote?

 We have to listen to what people need and expect from us and at the same time we have to promote new ideas and try to persuade them that they contribute to their comfort and well-being while staying with us. For example, we organize national day celebrations where the respective national cuisine is served, combined with fashion shows and live music. We are also the venue for many important international and national events because we can offer all the high class standards, brilliant organization and all the facilities.

What is your strategy in attracting the audience of One World magazine, especially those who fly by business class of Lufthansa? As you know our magazine has been distributed to the respective airline for over a year?

Kempinsky is a German household name. We have a lot to offer in our hotel in Sofia. We have a multiple choice of restaurants, offering various national or international cuisine. The beautiful Japanese garden is a special asset of ours. You can sip your drink while enjoying the splendor of nature in the middle of a two million strong city. The recreation center offers all the range of services of a sporting center from fitness and bowling to swimming and massage. It is quite spacious and the ambience makes you feel relaxed and comfortable.

How do you envisage the hotel of the future?

Definitely, the hotel of the future is supposed to offer a greater number of services which will correspond to the changing needs and expectations f the customers. I think it will be a top priority to cater to the individual guest, to satisfy his specific requirements. I imagine there will be executive lounge clubs where guests can meet and even do business. This will be like your living room and private office away from home. There is nothing like meeting people directly, face to face. I don’t think video-conferencing and e-mails can substitute the live contact. And guests should feel the hotel like a second home where they are treated with a personal touch at every step.

                                                                                                     

One World Magazine, 2007