Tuesday, 21 June 2016

Developing excellence in paradise

We have just returned from a wonderful holiday in Mauritius. Two weeks of soaking up the winter sun, doing very little and achieving a deep level of relaxation. We stayed at an amazing hotel The Oberoi which offers beautiful accommodation in a wonderful location. No high rise buildings, just 75 pavilions and villas within 20 acres of paradise. Super attentive staff who, regardless of their jobs, are dedicated to making your holiday special. Outstanding food, with sufficient variety, which meant we were never bored. If you wanted a change the chefs would cook you something special!

We have travelled to many highly rated beach resorts around the world and rate this hotel the best of the best. Everything you read in all the TripAdvisor reviews are TRUE!

I wasn't working, but I'm always interested the attributes of successful organisations and my lazy observations picked up through watching and talking were:-

  • They recruit based on attitude and then train new employees in The Oberoi way
  • Every member of staff seemed highly motivated and well trained and we were provided with exceptionally attentive, personalised and warm service
  • They promote from within in preference to bringing in people from other hotel groups
  • People at all levels appear to be empowered to do their jobs with little interference, because they all know the very high level of quality that is expected
  • Outstanding attention to the detail, the little things from which excellence grow from!
The general manager Dhiren is a super guy and a constant presence across the resort - certainly not a desk bound leader. A warm personality, a great memory as he gets to know all guest and we really loved his method of ensuring all the little things are excellent. He has set up a WhatsApp group and as he walks around the resort he takes a photo of any flaw and shares it with the group. Then just leaves it to his empowered team to sort out the problem.

The interesting feeling we had after our holiday was that we could safely go to any Oberoi hotel around the world and expect the same level of excellence. We now have massive faith in the brand thanks to all the staff of The Oberoi Mauritius!!! 

M A G I C !!!!