|
with HOTELS , Flett elaborates about enhancing the hotel ’ s service standards , ensuring sustainability , finding inspiration and more .
HOTELS : Pan Pacific Perth is an icon . How will the refurbishment improve the hotel ’ s hospitality and reputation ? Flett : The hotel landscape in Perth is ever-changing , with new hotels introduced to the market and more on the way . It ’ s essential for us and our brand to continue to be innovative and offer an enhanced stay experience to our guests . Through modernizing the rooms , our technology and the public areas , the refurbishment is an opportunity to elevate our position while offering a new product and maintaining our dependable and sincere service that forms the true roots of our hotel .
|
HOTELS : Sustainability is a ubiquitous buzz word within hotels . What is Pan Pacific Perth doing ? Flett : Sustainability has been front of mind for our hotel , even pre-dating the refurbishment , with water and energy saving initiatives already in place . What the refurbishment has been able to provide in this space is an opportunity to upgrade controls in place in guest rooms , such as introducing energy-saving airconditioning controls . We have also committed to installing water filter systems in rooms to replace the plastic water bottle minibar items and introduce dual waste bins providing guests the option to separate waste and recycling to reduce landfill .
HOTELS : Where do you draw inspiration to improve
|
Pan Pacific Perth ? Flett : I read a wide range of hospitality publications , along with articles across such platforms as LinkedIn and other hospitality forums .
HOTELS : What do you do differently than other GMs ? Flett : Interesting question , as I would assume that most GMs would do things in a similar manner . I would answer this based on the feedback I have received from others , which indicates they find me a highly engaging GM and one who is very strong at motivating their team to achieve the goals of the business , owners , staff and the community .
HOTELS : Do you have mentors and what is the best piece of professional advice you have ever received ?
|
Flett : I have had several mentors over my career , including fellow GMs , managers and even line staff . The best piece of advice I have received : “ Don ’ t sweat the small stuff , boss , as you can only control what you can control . The rest is in the lap of the gods .”
HOTELS : The pandemic altered the landscape of hostelry . What have been some of the biggest lessons learned from it that you are applying today ? Flett : The mental health and wellbeing of your staff is paramount if you are to be successful . To this end , we have focused a lot of time in this area and even gone so far as to train myself and other key leaders in the business to be qualified mental health first aiders .
|
HOTELS : How are you planning to enhance your hotel ’ s service standards ? Flett : The Pan Pacific Hotels and Resorts brand is built on providing sincere and gracious service ; the guest experience is at the heart of everything we do . While we uphold a high level of service standards , we continuously strive to further develop our associates through ongoing training and development . In the past year we have welcomed a dedicated Learning and Development Executive and introduced a new platform for training called EdApp . |
The transformation of Pan Pacific Perth is a significant milestone in the hotel ’ s history . Seen here , a newly renovated Premier River View Room . |
||
Mar / Apr 2024 hotelsmag . com 95 |