LAGNIAPPE
that have inclusions that we felt are important and impactful to our guests . We started with the Celebrate Lotte package that included a complimentary room upgrade , cocktail , breakfast and spa credit , as well as flexibility in check-in and check-out times and a welcome amenity . We also have a Spa Getaway package with special spa rates and credits , the best available rate and a complimentary glass of Prosecco post-treatment .
On the food and beverage part , we are ensuring that every guest who dines at Charlotte Restaurant & Lounge not only enjoys our delectable food but also gains a total experience . Our menu is seasonal and locally sourced . We also introduce special chef tasting menus from time to time . We have also introduced live jazz music entertainment every Friday and Saturday .
H : How has the pandemic affected your management style ? VC : One of the most significant changes has been the shift to an increasingly remote and technologydriven lifestyle with limited human interaction . This change has forced me to realize to use technology more in coordinating and conducting business operations and processes whenever applicable to lessen the exposure of family members to the pandemic . It has made me more sensitive as well to the family member ’ s personal battles and capabilities to cope and to offer more personalized support whenever necessary . This has allowed me to learn not only to actively communicate , but also to be emphatic to the team , which has established a better connection and
THIS IS THE TIME THAT EMPLOYEES NEED MORE THAN A LEADER , THEY ALSO NEED A CHEERLEADER . SERVANT LEADERSHIP HAS NEVER BEEN MORE ALIVE THAN DURING THIS TIME .
affiliation with them . This is the time that employees need more than a leader , they also need a cheerleader . Servant leadership has never been more alive than during this time .
H : What keeps you motivated ? VC : To see the hotel continuously improving on our service standards , market share and profitability is my foremost goal . However , being able to be a mentor and nurture the career journey of our team members and watch them empower themselves in anticipating our guests ’ needs and creating ‘ wow ’ and memorable moments for them and each other are what keep me motivated . Additionally , Lotte brand ’ s commitment to grow in the Americas and the world is a definite source of motivation . To be one of the first leaders to introduce the brand to the U . S . is such a great honor .
H : Any industry trends that you like and dislike ? VC : I dislike the short-term pick up in these current market conditions . I also dislike the current mix of segments in the market – too reliant on retail at this moment . I like that we have been able to hold on the rate compared to previous years . I also like the creativity that is needed in today ’ s market .
– VICTOR CAGUINDAGAN
H : What broader consumer trends are you paying attention to and applying to Lotte Hotel Seattle ? VC : Watching the opening of international travel closely – monitoring pick-up demand from Asian and European countries . Expecting pent-up demand from our friends north of the border with Canadian specific packages on brand . com and special offers targeted for Canadian travels on the OTA channels . Cleanliness and security measures will continue to be a top concern for travelers – we are Sharecare verified with Forbes .
H : What ’ s next for you and Lotte Hotel Seattle ? VC : I am very excited about the expansion of our brand in the Americas and other parts of the world . We would like to position Lotte Hotel Seattle as the premier luxury hotel choice in the city and the Pacific Northwest as a whole . Industry partners have been very supportive and assisted us in recommending our hotel , restaurant and meeting spaces to their clients , friends and family . We are looking forward to making The Sanctuary , our grand ballroom , the best destination to hold an event . The future is bright for Lotte Hotel Seattle and I am certain that the best is yet to come .
96 hotelsmag . com January / February 2022