Home' micenet eMag : micenet August September 2015 Contents INTERVIEW
WITH A GM
Q. What attracted you to the hospitality
A. It is a dynamic, forever changing
environment, which keeps you on your toes!
The challenges are thrown your way on a
daily basis. It’s never a dull moment.
Q. Where have you worked?
A. In hospitality I have worked from the
Gold Coast to our amazing Hunter Valley
wine country. I love welcoming everyone from
around the world and helping them to
experience all we have to offer.
Q. What has working in the hotel
business given you that you don’t think you
could have achieved in any other profession?
A. Looking after guests in a hotel is a
serious responsibility and when done
correctly gives you absolute satisfaction. I
often tell young hoteliers that you can work in
a factory that makes a product but you will
never get a genuine thank you from a
customer as you do in the hotel business.
This business is very personal with immediate
Q. What do you like about it?
A. Creating memories or subconscious
photographic images of happy times for
Q. What do you dislike?
A. Mediocrity. It scares me and I won’t
have it anywhere near my work environment.
Q. No doubt you’ve been involved in
many events in the various venues you have
worked in. Do you have a favourite? Why?
A. Here at The Vintage we hold the
annual “Cork & Fork Golf Day”. It is the
ultimate indulgence with chefs and
winemakers on every golf tee for tastings
combined with enormous fun!
Q. Funniest/strangest guest request?
A. A very sweet senior man visiting from
China came to reception asking for some
help and I followed him to his room to assist.
He was having trouble getting the microwave
to work in his room. I smiled and explained
that it would not work due to it being our
in-room safe. We both laughed so hard
Q. How has the business changed?
A. Technologically, I would say, hotels will
struggle to create an experience in-room that
people don’t have at home. Staying in a hotel
that has far less technology than guests
experience in their own homes will become a
constant challenge for hotels.
Q. If you had to pick a country for
service excellence what would it be and
A. Definitely the UAE. They have an
oversupply of high-end product, resulting in
competitiveness that equates to higher levels
of service through natural fruition.
Q. How do us Aussies fare on the world
A. Albeit that we offer friendly service, we
still have a long way to go when it comes to
total customer service focus. We need to take
hospitality more seriously here as a long-term
career. Various countries around the world
hold our profession in high regard and delight
in having a lifetime commitment to their
profession. We need a cultural shift towards
the credibility of the hospitality vocation.
Q. What advice can you offer to people
considering a move into hotel management?
A. Start with the basics and tell yourself,
I am going to make an impact on a guest
today. You will ensure their TIME with you is
worth every second. Because without the
guest, you have nothing. m
GM of CE Hotels & Resorts, Joe Spagnolo, personifies
the true meaning behind customer service in the
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