{"id":21471,"date":"2015-11-09T12:00:16","date_gmt":"2015-11-09T11:00:16","guid":{"rendered":"https:\/\/www.luxury-hotel-expert.com\/?p=21471"},"modified":"2025-03-24T22:31:19","modified_gmt":"2025-03-24T22:31:19","slug":"taking-care-of-your-staff","status":"publish","type":"post","link":"https:\/\/delporte-hospitality.com\/en\/taking-care-of-your-staff\/","title":{"rendered":"Taking care of your staff"},"content":{"rendered":"<h1 style=\"text-align: justify; clear: both;\">Staff is very important<\/h1>\n<p style=\"text-align: justify;\">An interview of&nbsp;Ralph Radtke, C\u0131ragan Palace Kempinski Istanbul General Manager &amp; Kempinski Area Director for<a title=\"Bulgaria hotel \" href=\"http:\/\/www.kempinski.com\/en\/bansko\/hotel-grand-arena\/welcome\/\" target=\"_blank\">&nbsp;Turkey &amp; Bulgaria.<\/a><\/p>\n<h2 style=\"text-align: justify;\"><strong>Each employee is an ambassador of his hotel and the promise of expected services. What actions do you put in place to involve your team in the success of the customer experience? How do you motivate them so that they give the best of themselves?<\/strong><\/h2>\n<p style=\"text-align: justify;\">Happy employees create happy customers. Actually, only happy employees can create happy customers hence taking care of your staff is essential. In comparison to the industry average our hotel has a very low rate. Our employees are proud to be a part of this legendary hotel.<\/p>\n<p style=\"text-align: justify;\">We have a very active people services philosophy; from annual staff parties held at our legendary Ballroom to continuous trainings we have a fully running program for our 700 \u2013almost 900 in the summer \u2013 employees all year round. Training is one of the pillars of our group, Kempinski, which will carry us to 2020. We value training; we go out and look for talent, find it, bring it, polish it, keep it and grow it. This is vital. Our staff knows that they can move ahead with us if they are willing to do so.<\/p>\n<p style=\"text-align: justify;\">Involving our staff in guest experience actively, apart from keeping them happy is also vital for us. When you look at hotel reviews or thank you letters you notice that it is the people, the extra mile that our staff went that guests remember. At our hotel we strive to send each and every guest happy back home.<\/p>\n<p style=\"text-align: justify;\">It is a business that emotions and people are involved in the end; things might go wrong once a while but what matters is to talk to your guests, to listen to them. We anticipate their needs and try to think even before they think of what they want. We have a system that we call GET, Guest Experience Tracking. Every single employee can enter any comment or interaction they have with any guest. Everybody receives this information via mail at the same time and whoever needs to, takes an action right away. This could be finding out that a guest who is staying with us for the first time is allergic to sea shell or a guest who would like to be addressed by her middle name. We share any information that is vital to serve that particular guest, with the whole staff. We listen to them and make their wish come true while they are at the hotel; like Aladdin the Genie, \u201cTheir wish is our command\u201d.<\/p>\n<figure id=\"attachment_3348\" aria-describedby=\"caption-attachment-3348\" style=\"width: 512px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3348 size-large\" title=\"Spa Hamam and staff\" src=\"https:\/\/www.luxury-hotel-expert.com\/wp-content\/uploads\/2014\/10\/Web_ISTSanitasSpaHamamL-512x409.jpg\" alt=\"Sanitas Spa Hamam\" width=\"512\" height=\"409\"><figcaption id=\"caption-attachment-3348\" class=\"wp-caption-text\">Sanitas Spa Hamam<\/figcaption><\/figure>\n<p style=\"text-align: center;\">&nbsp;<\/p>\n<figure id=\"attachment_3346\" aria-describedby=\"caption-attachment-3346\" style=\"width: 512px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3346 size-large\" title=\"question of staff\" src=\"https:\/\/www.luxury-hotel-expert.com\/wp-content\/uploads\/2014\/10\/Web_Historical-Hamam-512x409.jpg\" alt=\"Historical-Hamam\" width=\"512\" height=\"409\"><figcaption id=\"caption-attachment-3346\" class=\"wp-caption-text\">C\u0131ragan Palace<\/figcaption><\/figure>\n<p style=\"text-align: center;\">&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Staff is very important An interview of&nbsp;Ralph Radtke, C\u0131ragan Palace Kempinski Istanbul General Manager &amp; Kempinski Area Director for&nbsp;Turkey &amp; Bulgaria. Each employee is an ambassador of his hotel and the promise of expected services. What actions do you put in place to involve your team in the success of the customer experience? How do [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":3098,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","footnotes":""},"categories":[140,156],"tags":[],"class_list":["post-21471","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-interview_en","category-training-coaching"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Taking care of your staff - DELPORTE Hospitality<\/title>\n<meta name=\"description\" content=\"Laurent Delporte, luxury hospitality expert, specialized in tailor-made events organization, meets Ralph Radtke, \u00c7\u0131ra\u011fan Palace Kempinski about staff.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/delporte-hospitality.com\/en\/taking-care-of-your-staff\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Taking care of your staff - DELPORTE Hospitality\" \/>\n<meta property=\"og:description\" content=\"Laurent Delporte, luxury hospitality expert, specialized in tailor-made events organization, meets Ralph Radtke, \u00c7\u0131ra\u011fan Palace Kempinski about staff.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/delporte-hospitality.com\/en\/taking-care-of-your-staff\/\" \/>\n<meta property=\"og:site_name\" content=\"DELPORTE Hospitality\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/delportehospitality\" \/>\n<meta property=\"article:published_time\" content=\"2015-11-09T11:00:16+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-24T22:31:19+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/delporte-hospitality.com\/wp-content\/uploads\/ciraganpk_yiyecekveicecek-ekibi-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"700\" \/>\n\t<meta property=\"og:image:height\" content=\"413\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Laurent delporte\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@laurentdelporte\" \/>\n<meta name=\"twitter:site\" content=\"@laurentdelporte\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Laurent delporte\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/delporte-hospitality.com\/en\/taking-care-of-your-staff\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/delporte-hospitality.com\/en\/taking-care-of-your-staff\/\"},\"author\":{\"name\":\"Laurent delporte\",\"@id\":\"https:\/\/delporte-hospitality.com\/en\/#\/schema\/person\/52214e1f2397e33e406d2bbe1de33b19\"},\"headline\":\"Taking care of your staff\",\"datePublished\":\"2015-11-09T11:00:16+00:00\",\"dateModified\":\"2025-03-24T22:31:19+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/delporte-hospitality.com\/en\/taking-care-of-your-staff\/\"},\"wordCount\":463,\"publisher\":{\"@id\":\"https:\/\/delporte-hospitality.com\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/delporte-hospitality.com\/en\/taking-care-of-your-staff\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/delporte-hospitality.com\/wp-content\/uploads\/ciraganpk_yiyecekveicecek-ekibi-1.jpg\",\"articleSection\":[\"Interview\",\"Training &amp; Coaching\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/delporte-hospitality.com\/en\/taking-care-of-your-staff\/\",\"url\":\"https:\/\/delporte-hospitality.com\/en\/taking-care-of-your-staff\/\",\"name\":\"Taking care of your staff - 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