The popular expression “family of hotels” is perhaps overused, but as a member of this hotel family I know that it is exceedingly accurate. Having just become a new father myself, I have been given a fresh understanding of how a family functions and evolves, and I am certain that much of what we do and the decisions that we make are based on family values.
I too have become one of those proud parents displaying my son’s picture on the back drop of my computer monitor. As a proud employer we recognize one of our employees each month by posting their name and picture in our lobby so that they are not only recognized by other employees, but by our hotel guests as well. Running a hotel more like a family and less like a business works to the benefit of employees and guests alike. Our approach ensures that the employees welcome guests like a new family member and not like another room sold. This gives our guests the feeling that they truly have a home away from home.
Many years ago, one of the first things I learned was to welcome and accommodate hotel guests like you would a guest in your own home. Maintaining that mindset has also made me realize that treating every employee like a family member and less like someone that just has a job to do, ensures that they will pass on this family value and consideration to our weary travelers, sports teams, corporate guests, tour visitors, leaf peepers, musician groups, each other, and everyone that walks in our doors!
Nathan Germond
General Manager | Holiday Inn Burlington
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