Lotte Hotel Seattle superior king with city view
takeaway from opening a hotel during a pandemic ? VC : We are fortunate enough to be backed by our ownership team , who has seen much success in opening hotels around the globe as the largest hotel group in Korea . We also had the unique opportunity to consider what the hotel industry might look like moving forward , and we were able to implement more space and exclusivity into our operations – such as exercise equipment that guests can opt to bring to their rooms and extra space between all services in our spa – to give guests what they will be looking for in the new normal . We were also able to realize that people were craving for more human interaction during this time and that we can still provide that to them in creative ways without them feeling uncomfortable . We discovered that the slightest form of making our guests feel special and at home creates the biggest impact .
H : How are occupancy levels ? VC : Our occupancy is steadily improving and we have seen production from segments that were not available to us when we opened due to the travel restrictions . Retail and leisure segments are our strongest market . Although group , corporate and international travel are still slow , we are happy to see that there have been some encouraging movements from these segments . We have seen ( and welcomed ) some business and group travel returning to the market and we are happy to see productions from meeting planners and travel agents coming to fruition as confidence in travel returns .
H : What methods did you introduce to ensure your team was motivated at such a difficult time ? VC : We have motivated our team members by including them in steps of the process to launch the Lotte Hotel Seattle in the market and giving them recognition when we have received guest-driven awards and accolades . We constantly celebrate the wins and we regularly share with them the ‘ whys ’ and ‘ hows ’ of our actions . Their ideas and their abilities to create an impact and make a difference on the stay of every guest that they meet are highly encouraged .
H : You hired staff in the middle of the pandemic . What was the biggest challenge ? VC : Most of our hiring during the pandemic was done using a virtual interview process . There are some downsides that come along with a fully virtual approach – first and foremost , there is an added opportunity for technical issues or losing a stable internet connection , which sometimes results in rescheduling the interview . It can also be difficult to gauge candidates ’ demeanor and personality through a video call . For example , it may not be as easy to identify professionalism through personal grooming as it would be in person . Additionally , you lose certain aspects of body language which are bold indicators of interest and enthusiasm during an in-person interview . Our solution to this has been to incorporate a list of questions and topics that discuss our trainings , standards and Lotte brand core values so the candidates have a clear understanding of what our culture entails and are fully aligned and engaged with our expectations .
H : Any innovative measures taken by you to drive revenue at a time like this ? VC : As part of our reservations launch , we are offering a selection of creative packages and promotions
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