A Hotel Is Just a Building: It's the People Who Make It Home
You know, after years in the hospitality sector in New Zealand, you start to realise a thing or two. One that becomes increasingly obvious?
A hotel is just a building.
Yep, bricks and mortar, glass and steel. Don't get me wrong, some of these buildings are absolute beauts, but at the end of the day, they're just that—structures. What truly makes a hotel come alive has always been the people in it.
I remember while i was running a lixury lodge, nestled in the lush greenery, it was a stunner of a place. But what guests talked about most wasn't the panoramic views or the plush rooms—it was how Clare at reception remembered their kids' names or how Jack in the kitchen whipped up a special pavlova for their birthday.
Those little human touches?
That's the real magic.
Making Genuine Connections
In our line of work, it's easy to get caught up in the flash—the fancy lobbies, the high-tech gadgets, the latest trends from overseas. But Kiwis know better. We're a down-to-earth bunch who value genuine connections over glitz and glamour. It's like popping over to your mate's place for a cuppa; it's not about the fancy teacups but the good yarns you share.
We had this regular guest from Christchurch at The Portage Resort in the Marlborough Sounds. Every time he visited, we'd have his favourite Steinlager chilled and waiting. One day, he mentioned missing his garden back home. So, our team surprised him by placing a small potted fern in his room—a little piece of home. The smile on his face? Priceless. That's the stuff that doesn't just build customer loyalty—it builds friendships.
The Power of Personal Touches
Look, anyone can offer turn-down service or a mint on the pillow. But anticipating a guest's needs before they even voice them? That's next level. It's about listening and observing, not just ticking boxes on a checklist.
I recall a time at M Social Auckland when a family from Wellington checked in late, exhausted from a long drive. Noticing their worn-out kiddos, our staff quickly arranged a plate of fresh fruit and some Milo in their room. No one asked us to do it; we just knew it would make their night a bit easier. Later, the parents told us it was the highlight of their trip. Sometimes, it's the small gestures that leave the biggest impressions.
Buildings Don't Create Loyalty—People Do
Sure, a flash building might attract guests initially, but it's the staff who keep them coming back. Buildings can't smile or ask about your day. They won't notice if you've had a rough journey and could use a warm welcome. It’s why I would as a recruiter, always tell hiring managers that skills can be taught, but genuine warmth and the ability to connect? That bit's innate.
Local Flavour Makes All the Difference
In New Zealand, we have a culture that's rich and unique. Incorporating real Kiwi hospitality—manaakitanga—into our service makes guests feel truly at home. It's not uncommon for our team to share local tips, like the best spot to catch the sunset or where to get the tastiest meat pie in town.
These aren't in any guidebook; they're nuggets you get from someone who lives and breathes the local vibe.
Bringing It All Together
At the end of the day, the hospitality industry isn't about buildings; it's about people. It's about creating moments that matter, fostering connections, and making someone feel seen and valued.
So next time you're hiring or training staff, remember: it's not the flashiest building that wins hearts; it's the people inside who turn a place to stay into a place you don't want to leave. Let's focus on what really counts—the human connection.
Kia kaha, and keep making those meaningful connections.
