Assistant Head of Reception
Authenticity, simplicity and soul is what distinguishes the Grand Style of the Grand House. What unites all our guests is that they feel like being at home. Many details must be set in motion to accomplish that. How do you manage to do so? What do you pay the most attention to?
I believe that the most valuable factors are empathy and positive attitude. It`s all about the value we should give to each interaction with our guests; interactions that are made of moments and feelings, generating opportunities to promote memorable memories to each guest. For this to happen all the time, it's not an easy task... (laughs)... it really takes genuine spontaneity, a lot of willingness to do the best and a lot of enthusiasm in really believing that we can change everything around us. But actually, all that is needed is to have attitudes favourable to these changes and take advantage of every opportunity to delight our guest.
You are in direct contact with our guests since the opening of the hotel. So much must have happened in the meantime. Is there an event that has been particularly memorable? A compliment that made you and your team proud?
Since I arrived at Grand House, I have been surprised by the high level of guest satisfaction. Throughout my career in the hotel industry, I had been used to having to face complaints on a regular basis. But here, at the Grand House, our guests really seem to be happy. And it is always very gratifying to receive positive comments. A very remarkable event in my trajectory here was a British lady booking a long stay. Shortly before she left, she asked me to book a manicure for her. Unfortunately, it was simply not possible for us to reserve a place for her at short notice. So, I asked what exactly she needed, and she pulled a blue nail polish out of her bag and replied, "I just need a nail polish!". I said if she wouldn't mind I could happily do it. Of course, I said that I wasn't a professional, but I could try to help her. So, I sat with her at reception, engrossed in painting her nails. She was very grateful and at the same time surprised about our flexibility. I was really happy seeing her reaction. Well, it's all about unexpected attitudes and small actions that generate great delights. I think everyone in our team sees it that way and would have done the same. Because. To deliver a Grand Service, we need everyone's help. Without teamwork none of this becomes possible.
The Grand Universe is full of magic. What do you personally like best about Grand House?
What I like most is our essence of "home", of being very close to the guest. I believe that the big difference is that our interactions are impactful and surprising and how we make our guest feel, always with the purpose of generating great value to the guest with unique experiences, memories and meanings.