We have learned something simple over the years. Guests can feel how a team feels. Warmth is not a script you hand to someone to perform; it comes from people who are happy to be where they are.
Most of the people who welcome you have been with us for years, some for a very long time, and we work to keep it that way. We publish the roster a month in advance and keep each person’s days off together, so that balancing a job in hospitality with personal and family life is taken into account as much as we can manage. And when someone wants to grow beyond their role or learn something new, we help make that possible, through hands-on projects and by supporting courses, master’s programmes and other training. None of this appears on a sign in the lobby. It appears in the way you are greeted.
We also trust the people in front of you to act. If something comes up during your stay, they can usually put it right on the spot, using their own judgment, rather than sending you up a chain of command. That freedom means they will occasionally get something wrong, and we treat that as part of how people grow, not as a failing. For you, it means fewer “let me check with my manager” delays and more things that simply get sorted.