I have traveled the globe extensively for the last 6 years, and it would take less time to name the larger countries I have not been to than to list those I have. So I think its fair to say my ability to form a...comparative assessment of organizations in the hospitality industry is well above average. I work in the quality assurance field and we measure customer satisfaction as the first and most valued criteria for quality. No matter how well everything seems to be done, if the customer is not exceedingly pleased, the organization has missed the mark.
I have found one hotel chain that combines the class of a high end resort, the fees of a reasonable establishment, and the hospitality of close friends wedding reception. This of course is the hotel Novotel. I worked extensively in Taiwan and stayed at the Taipei Novotel, and I discovered a place that understood hospitality that seemed completely lost everywhere else on the island. Often my business would require me to locate elsewhere but the experience was always disappointing. Novotel Taipei had become the gold standard for me. I knew many of the staff and they ALWAYS greeted me by name, even when months had gone by since my last visit.
So I concluded I would never see this anywhere else, but then my travels took me to India for the first, time in 2021. When I searched for a hotel on the internet it was an easy decision when I saw the Novotel name. But while I had high expectations, I never expected to meet staff who were in fact conducting themselves in the same exceedingly professional manner. I quickly made new friends among this team and in fact it felt like the same team in a completely different culture.
So how does Novotel do it? I wish I knew, because this is not a chance occurrence. It evidence of a company culture that can only exist because the organization has hiring practices that can discern and select personality profiles of uniquely gifted employees, and training which refines these employees into high-value contributors. I can specifically name the group I met, which in itself says a lot. How many hotel staff can you name? Probably none, or maybe one. In Taipei it is Julian & Karen (Manager and Bar staff), and Claire & Luna (entertainers).
Now in New Dehli, after one visit my new friends are Tanya, Ganesh, and Neeraj (Bar staff). This team is bright, customer focused, and upbeat. They exude the energy of people who truly love what they do. So if your traveling through New Dehli don't miss an opportunity to experience uncommon excellence in hospitality at the Hotel Novotel.More
