experience . It ’ s one thing I like to be involved in , working closely with our learning managers and learning coaches , and when you have a people culture at the resorts , it is really the foundation of everything we do .
H : You have a “ happy resolution ” philosophy . Where did that come from and what is your best advice ? RS : It ’ s in my DNA . I ’ m from Hawaii and it ’ s a small-town vibe there . You ’ re in a grocery store and people just talk to you , make comments about your shorts or what ’ s in your grocery basket , what brand of product you ’ re buying . That ’ s Hawaii , so refreshing and authentic . People you ’ ve never met will want to connect with you and pass on happy vibes . I love that natural energy and kindness .
H : You are a storyteller ? Can you describe the value it has with guests and staff ?
Yoga at the pond at the Four Seasons Sayan in Bali
RS : The staff love to hear stories from all over the world of Four Seasons . Stories help to recognize people , and act as a training opportunity for others . It ’ s another reflection of the learning and people culture we have , the humanity and genuine heart we bring to our interactions with staff and guests .
H : What has been your biggest learning from COVID that you are applying today ? RS : When I first arrived , people said , ‘ Oh you ’ re so lucky you were in the Maldives .’ And , yes , business was good , but we had our challenges , too . We implemented programs to protect ourselves and our guests from COVID-19 , that were often stricter than the country guidance . I received some negative feedback because people thought I should have aligned to the government , and not introduced more than what the government was recommending . But Kuda Huraa was my responsibility in terms of health , finance and everything else . What I learned was that when you ’ re in charge , take charge . It ’ s not about popularity , it ’ s about making the right decision for everyone to keep them safe . In the end , it worked out , but it was a challenge to convince people of the need for some of our measures .
H : What is the biggest professional challenge you face today ? RS : Making important decisions for the betterment of the resort in the long-term that will not be popular in the short-term . In Bali , coming out of the lockdown it is time to review what we are doing now , and what we can do differently to support recovery . Making these decisions again comes down to engaging with our people , telling stories and socializing all the considerations as part of the consultation process .
H : Which broader luxury consumer trends are you applying at Four Seasons Resorts Bali ? RS : We have always been focused on wellness and that has become an even bigger focus for guests in recent years . People come to us to refresh and reboot , reward themselves . We have extensive wellness programs at both resorts to give them a jumpstart and things that they can take home after their vacation and apply to their daily lives .
The remote working trend is another theme that guests are asking about , and we have introduced new amenities and services to cater to this . Whether it ’ s office equipment , technical support or ergonomic furniture , we have adapted to this to cater to guests who need to work while staying with us .
H : Who has been your mentor and what is the best piece of advice you have received ? RS : I have had a lot of mentors in my 30-plus years with Four Seasons . The key takeaway is that our industry is all about connections with people , so never forget to do that .
H : ����� ��stor��al fi�ure would you like to host ? RS : My parents . My mother passed away when I got to the Maldives and my father 10 years before that . I would love to spend time with them now , as adults to adults and parents to parents , and see how and where those conversations would lead .
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