HOTELIER Magazine 2nd issue - English - Page 8

Salvatore Casarrubia - General Manager of Opera Suite Hotel, Yerevan Mr. Casarrubia, taking into consideration your experience can you share some advice for managing a successful hotel. irst, to become a successful hotel, it is very important to have a motivated and professional staff. As an example, for an inspiring and motivating manager, we can take Jose Mourinho, a famous football coach. Maybe, he is not the best tactical coach in the world, but in my opinion, he is the best at motivating and making his players feel valued and appreciated. Following the same logic, I demand from myself to motivate my employees and put them in the position where they can do their best every day, and that is the way to help and empower them to grow professionally, to have new experiences every day, of course by providing the necessary conditions. It is very important to understand that it is bilaterally effective both for the company and the employee. As a hotel, you can have the worst facilities, but if you have a motivated staff, you will have an advantage over your competitors with the quality of service your staff can provide. Today I am more than happy to share my experience with my employees and colleagues, I am not jealous. I understand that sometimes it can be a little bit challenging, like in any other industry, working in the hotel has its ups and downs, but I am not talking from my side as Salvatore Casarrubia, I am telling it as a person with all this experience. I am asking my employees to trust my experience and when I tell them to do things in a certain way, I ensure that it will run very good. Let me tell you also another thing. The position of a general manager is very delicate, you have to say when something is wrong and it is not personal. My goal F is not to please everyone, that’s why from time to time I have to make decisions that some people will not like, but again as they say “nothing personal, just business”. My goal is to make sure that the company is running as it is supposed to run, also, of course, take care of my staff. But I must be sure that they are giving all the maximum for the company. You must be sure they are doing what you require. You spoke about how you need to treat your employees and colleagues, tell us more about your views on how to treat customers. s for the customers, my thought is following; never say no to the customer. I used to say to my employees, don’t reason with your pocket, because you never know who is standing in front of you. For sure when a customer asks for something very special, they know that they must pay. That is self- understanding. We should ensure that whatever is customer demanding, of course within the law, we are doing our best to provide it at the highest level possible. When I came here, I introduced the Latin expression to my staff. “Vademecum” which means “Come with me”. That gives them guideline how I wish they treat each other and how they treat our guests. I don’t like to use the words customer or client; I prefer using Guest. In the past, there were no clients or customer, everybody was called GUEST. You must treat them as a friend, as someone you are hosting at your house. Hospitality is not only a job, but it is also a culture. I understand that it is not easy, working as a waiter, barista or receptionist, for example, as you are A