Franco Pedone

To me the most important parts are: - make it super easy to apply…name, number, email, CV….all the other fluff is just useless information in todays day and age…our candidates want it simple & quick….if things move forward you will have plenty of time for the minutia….it speed to candidate time! - ensure that the person initially reviewing the profiles is a top pro….usually you have entry or mid level colleagues reviewing which are not experienced enough to dissect a CV or they have been properly advised what one is looking for.

Well….it depends who is asking the question…a Developer, a residential condo owner, or a commercial space owner…all have different ways to maximize their investment. My first and only advice is…read & understand ( very important ) the HOA and covenants before you buy….it can and will be a costly mistake if you don’t.

In this digital age there are 2 kinds of recruiters: head hunters which searches for the candidate and head harversters ( term which I invented ) which just post and wait….which one do you choose depends on your need…

Agree 100% with Pamala and I will add that you must hire the right people with the mentality and drive to please...to crystallize the concept with my hiring team I show them videos of dog breeds...yes a little far off but each breed has fantastic characteristics...for guest service and memorable guest experiences you want to hire human Labradors...their goal is to have fun, be curious and please the owner...that's what you need to look for in candidates :)

I find that we don’t teach any more how to be physically present in the floor…the right spots on the floor, body positioning so that we always see the guests while doing other tasks, how to communicate with your colleagues or other guests while the eyes scan the room…it irks me to continue to repeat to the FD staff not to turn your back while at the desk…all these points will allow you to be actively present on the floor and either anticipate or react quickly to customer looking for service.

Its a team effort and needs to be something that comes from the heart. First it starts from the moment one recognizes the event...is it at reservation? during a casual interaction? because one the guests asks for a special amenity, flowers, a cake, a reservation in a restaurant...etc...my point being is that the team needs to be attentive and pick up interactions, have the ability to move on this information without requiring 200 signatures from managers,and deliver the unexpected surprise....give your team freedom to move and act ( yes with some boundaries :) but ingrain them the culture of surprising. I find the best teams are the ones that use their 5 senses correctly.