It doesn’t happen
very often, let’s face it, the guy is truly a legend (I don't use that moniker lightly) and has built the most incredible
business, on the foundation and integrity of strong culture.
However, on this occasion,
I don’t entirely agree with him, certainly not from where the hospitality industry is
concerned anyway. For me, our guests absolutely
do come first, they are at the centre of everything that we do and their
changing needs should determine how we evolve our business and service.
I don’t completely
disagree with Dicky though – As my philosophy and the culture that I strive to achieve in our business, that has become a daily
sense check on decision making; Would be that we always “take great care of our
team and in turn, they will take great care of our guests…. Who will keep coming back.” Mr Marriott taught me that! But this is a strategy, albeit an all
encompassing one, but a strategy all the same, that ultimately delivers an
objective that places our customers (Guests in my world) first and at the heart of everything
that we do!
Mr Branson – Just
to be clear, you remain a legend!
