Halekulani About Staff, Not Stuff

摘要

To enhance the famed Halekulani's service culture, Chief Operating Officer Peter Shaindlin realized when he was hired three-plus years ago that the staff would benefit if they understood what he calls the "architecture of service" at this Honolulu hotel. They defined it with two words: soul and culture. While this might sound cliche, the Halekulani team continually focuses on this mantra and management backs it up with the necessary investment because, if their service strategy was merely treated as lip service, eventually the bottom line would suffer.