APPEALING TO THE 5 SENSES
PROFILE
hiring staff there very much revolved around role plays rather than interviews . In groups of three or four management were able to assess charisma , grooming , professionalism among other things . As a result the mix of the new hire is amazing . I could feel the pride at every corner of the hotel during the opening , and this is because we went beyond looking at resumes and interviews . The hires I spoke to shared with me their experiences and how eye opening it was – it not only convinced the recruiters but also themselves that they are fit for the role and that the role is right for them .”
APPEALING TO THE 5 SENSES
The way Chavy himself experiences hotels as a user is evident in how he is developing MH & R ’ s ‘ we make moments ’ ethos . “ Nowadays clients are becoming less and less loyal to a brand , they are more attached to their five senses ,” he says .
Guest experience is more important than ever before , with a higher proportion of consumer reviews than ever focusing on the experience element ahead of other factors such as the bricks and mortar of a hotel .
“ Whenever I visit a hotel I always see what my senses are telling me on first impression ,” Chavy explains . “ You will always see me trying to touch the wall , the tiles , breathing and smelling the air . It is almost like buying a new car – that smell is something you don ’ t forget . The small details are the ones people remember , and can sometimes be the difference between a
12 May 2017