With People 1st also highlighting the extent to which a lack of soft skills is holding back career development (see graphic) and – AND – the fact that a 1% increase in productivity could drive an additional £1.43 billion revenue to the industry, it seems blindingly obvious that there is a MASSIVE opportunity here.
Conrad Hilton died in 1979 and there are few of his stature and personal dominance running hotels today. More than half of the world’s hotels are now branded properties, with franchising being the operating model of choice for most of the large hotel operators, according to a new report. This perhaps explains why so many hotel experiences today are bland, homogeneous and sadly lacking in that vital component of Enthusiasm.
If you haven’t watched “Inside Claridges”, the BBC Documentary that goes behind the scenes at one of London’s most luxurious hotels, I can’t recommend it too highly as a masterclass in delivering excellence.