**An outstanding EAM**

An outstanding EAM

Last week, in Singapore, I encountered a superb hospitality professional in one of the great and grand hotels of the world. I refer to the Executive Assistant Manager of the famous Raffles Hotel – Mr Robert Logan. And the two things that really impressed me were so simple...yet so memorable and effective.

I was in is Singapore to speak at the world’s first Global Speakers Convention. I attended a dinner at Raffles Hotel. On leaving the dinner, around 11.00pm, I was surprised to find the EAM bidding everyone ”Goodnight” as we left the function and giving everyone a small gift from Raffles. (Nice finish to the event). I was so impressed that the EAM chose to do this rather than delegate it to a ‘junior’ employee I decided I wanted to learn more about Robert Logan. And I did.

When I went back the next day I observed the EAM greeting each staff member, as they came on duty, with a warm handshake. “He does it to everyone, everyday.” said Tom Toh, (also very impressive), the Assistant Front Office Manager. “It really makes you feel wanted and makes you want to give every guest a memorable experience here at Raffles.” They sure achieved that with me.

I wish you a week of greeting clients, customers and team members.

Max Hitchins - The Hospitality Doctor - with Secrets, Tips, Tonics and Remedies to fill your Rooms, Restaurants and Bars - - http://www.HospitalityDoctor.com

PS. “Doing a job well yourself is one thing; persuading and motivating others to do it well is the real challenge.”