Stars: Awards
We’re loved for our charm and ease. Behind the scenes, our teamwork creates the warmth that makes every guest feel welcome
Winner:
Hotel Eden
Hotel Eden was chosen as the pilot for the launch of Service Excellence and as soon as it received this news from corporate office it created a project team to support the culture and the success of the launch. There was a big sense of working together and enthusiasm for this project. The creation of an internal critical path, everyone’s involvement, the application of innovative ideas in order to help the operational departments achieve success in adopting the new part of the system and the readiness to maintain a positive attitude for the imminent launch were all the key elements for its success. Great communication between departments kept morale high and at the same time maintained the great experience for guests.
The high level of participation and input, in terms of competencies, ideas, doubts, challenges, passion and enthusiasm, which came from all of the members of the team, made the difference. They also helped the whole hotel to consider the overall approach to feedback and the strengths of each department.
Hotel Eden general manager Mirko Cattini says he is immensely proud of the team: “The launch of Service Excellence, as the pilot hotel, was a great challenge for our team and, at the same time, a fantastic opportunity to show our enormous passion, enthusiasm and a big desire to help others with a spirit of innovation and respect for customers and colleagues.
“We worked constantly as a team, just like the components of a Swiss watch, where the pieces are indispensable to each other. I am so grateful to the team who, although at times it was a challenging task, worked tirelessly and always with a positive spirit.”
Left to right: Luca Virgilio, current general manager at The Dorchester, previously general manager at Hotel Eden; Mirko Cattini, general manager at Hotel Eden; Christopher Cowdray, CEO; Pietro Zanzot, acting general manager at 45 Park Lane, previously resident manager at Hotel Eden; Emanuela Sulpizi, director people and culture; Daniele Colombo, director operations; Laura Fiore, director sales and marketing; Paola Iemmallo, area director people and culture; Federica Jansen, director food and beverage; Andrea Peana, financial controller
“We worked constantly as a team, just like the components of a Swiss watch, where the pieces are indispensable to each other. I am so grateful to the team who, although at times it was a challenging task, worked tirelessly and always with a positive spirit.”
Mirko Cattini, general manager, Hotel Eden
Highly commended:
F&B team, 45 Park Lane
Left to right: Christopher Cowdray, CEO; John Scanlon, former general manager of 45 Park Lane and now general manager at The Beverly Hills Hotel
The F&B team at 45 Park Lane underwent significant changes and faced many challenges in 2021. The majority of the team was at home until the hotel reopened CUT in April 2021; and this was CUT as it had never been seen before – with CUTOut on Curzon Street. This outlet – with a total investment of £1,000 – turned over in excess of £460,000 and generated unprecedented press attention for 45 Park Lane. Under the direction of restaurant director Ahmed Elnozahy, the F&B team took on a fresh direction, with a focus on the highest standards and consistency. The restaurant was able to accommodate an amazing 130 covers a night and produce record-breaking revenues in the months from October to December. It added £2m more in revenue to achieve a total revenue for F&B in 2021 of £4.7m versus £2.7m in 2020 – despite being in lockdown for some of the time.
“Under the direction of restaurant director Ahmed Elnohazy, the F&B team took on a fresh direction, with a focus on the highest standards and consistency.”