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LUX* owes its shining service reputation – and its market position – to its team members.Â
What makes the LUX* team so special? They operate like a family, and they take care of their own. Management makes sure that each team member is supported to learn and improve themselves. And team members, in turn, extend exceptional service to their guests – and to one another.Â
Watch this interview with LUX* CEO Paul Jones to discover how the leaders at the LUX* changed the game by investing in their team.
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Below is an Autogenerated Transcript
Right here where we’re sitting at LUX* Grande Gaube. I noticed the moment I arrived in this hotel that the team members were different. They were engaging, they were making eye contact, they were ready. They were ready on the tips of their toes, and that comes down to leadership, because Ashish Modak, who’s the regional general manager for certain of the LUX* Hotels in Mauritius, including LUX* Grande Gaube. He took ownership of this hotel and he knew that it needed tender love and care pre-pandemic.
When I arrived, I saw the fruits of his labor. Because definitely leadership is important. Presence is important because team members want to feel valued by the leadership and if they don’t see the leadership, if the leadership is invisible, sitting in the office and issuing memorandums and this and that, it’s not going to work.Â
They have to be present. I noticed Ashish Modak. He was everywhere, constantly, everywhere and he’s got a lot of responsibility on his plate. I was wondering why, what’s happening? But listen, and I could see the team members responding, and I could see the Resident Manager, Jean Benoit. He’s here, and he’s responding.Â
So everybody is responding. Now, of course, you have to make it self-sustaining so that even when Ashish is not, you know, here, there and everywhere. But practice makes perfect.
