HOTELS & TOURISM | Staff Reporter, Hong Kong

Utilising the staff's strength is the key to Rhombus' success

With its nurturing approach to management, Rhombus International Hotels Group once again takes home the accolade for Best Hospitality & Hotel Management. Smoothly running a hotel takes much more than great management; having a leader who recognises the importance of teamwork is the key to success. With properties around the world, the Rhombus Group’s chain of hotels is a well-oiled machine that delivers everything from a great place to stay during your vacation to impeccable service.

Taking home the Leading Hospitality & Hotel Management category for the fourth year in a row, the group’s Founder and President Calvin Mak says it’s not so much about managing the staff but rather, utilising their strengths to better the overall operation of the property.
“We believe that every department should have a leader. You don’t need to be a manager to be a leader. You can be a waiter in one of the restaurants and be a leader, if you choose to take initiative and put in the extra work,” he says.

Nurturing individuals
And it is these individuals, he believes, who allow every department to operate smoothly. “We recognise the importance of nurturing these individuals who show potential. It is great to be able to nurture our staff.”

Mak says one of the keys to success is to ensure you have a staff who is dedicated to their job and to the company. “Whenever possible, we like to promote from within the organisation because it is important to take care of our staff. But mostly, we like to work with people who we know well and can rely on. Even if they are only an 80 per cent fit for the position, I believe we can easily give them the proper training and help them excel.”

To be able to create a sense of belonging and offering the possibility of lateral movement within the organisation, Mak says, is a great motivator for staff members to stay the company.

“In the hospitality industry, it is very valuable to have a staff that’s been working with us for a long time because they are familiar with the hotel and our guests. A low turnover rate allows us to ensure a consistent level of service.”

Staff training
Mak says it is also important to offer staff training opportunities outside of the property they’re stationed at. This brings the staff a more international scope on the overall needs of travellers and is great way for them to bring what they learn at other locations back to their own jobs.

“We regularly have training programs where our staff visit other properties, in China and overseas. This way, they can better anticipate and understand our customers needs and take away positive lessons from how other properties are run.”

As for how he hopes to continue creating a friendly and nurturing atmosphere for his staff, Mak has this to say. “Every year, we try to put together some team building activities. It gives us the opportunity to have fun and learn about each other on a personal level, but also to understand the work different departments are doing."

This way, when needed, members of their staff from different teams can help each other out. "It is another great way for the team to work together to better anticipate and cater to

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