adds , “ so that word of mouth rather than Facebook and Instagram selfies does the job of spreading word .”
Bigger picture , Lark says business has been slow to come back to the portfolio due to reliance on feeder markets like Singapore , Thailand and Hong Kong . But there is emerging light as April delivered a profit to the portfolio for the first time since the pandemic emerged .
THE TRUE MEANING Profits aside , Lark continues to consider how to reshape the business in light of the dramatic shifts in approach to hotelkeeping
A Bill Bensely pool villa at Shinta Mani Angkor in Siem Reap , Cambodia
brought on by the pandemic . “ It threw us all into a place that we were never trained to be ,” he says . “ We ’ re now emerging out of that , hopefully wiser and a little bit more sensitive to the core values that gave birth to hospitality in its earliest days .”
Lark says the impact of the pandemic has really made him think about what the industry can do to stand out that would improve its reputation and bring back the true meaning of what it means to be hospitable . “ How can we innovate and be sincere ? How can we improve the way that we manage relationships , starting with the booking process and then all the ways
Restaurant at the Shinta Mani Angkor in Siem Reap , Cambodia we interact , including digital , to be more personal and less cookie cutter ?”
The positive steps he sees is the increased focus on sustainability and wellness , which helps reawaken the “ inner niceness of people . I think there ’ s a responsibility for that .”
Yes , like more hoteliers are starting to maintain , Lark agrees being good is good for business . As opposed to being laser-focused on driving market share , he says more attention should be paid to employing and buying local , for example .
“ It is it is difficult for the general manager or owner who has no imagination ,” Lark suggests . “ Sometimes it ’ s going to cost you a little bit more to have that coffee made locally than it would using an espresso pod . But I ’ m also going to save a lot of money in housekeeping by using locally woven bags by the mum down the road who needs some extra dollars than if I bought them from the laundry bag shop in Phnom Penh , which is probably coming from China .”
The problem Lark finds with these thoughtful initiatives is that the vast majority of middle managers in hotels don ’ t share the same passion on these topics and find excuses to avoid change . “ Don ’ t be lazy ; give people an incentive to follow you ,” Lark says . “ And be enthusiastic because boring managers aren ’ t very inspiring . If you employ a manager who ’ s not inspired , I guarantee you the fish stinks at the head .”
In the meantime , Lark relishes in his new role and ongoing trip down hospitality ’ s yellow brick road that all started when Zecha plucked him from out of nowhere to run the first Aman . “ After years at Aman and Trisara , coming in to run the Shinta Mani branded hotels and having a chance to support the goals of Sokoun and Bill Bensley in nurturing and enhancing the principles and culture they created is a privilege ,” he says . “ This is truly one of the very rare hospitality companies where people and community are the very core of the DNA , and purpose comes before profit .”
July / August 2022 hotelsmag . com 17