EP #35 – Secrets to Running an Award Winning Hotel

Deirdre McGlone from Harvey’s Point Discusses the Importance of Service Culture. Have you ever wondered what is in the secret sauce of an award winning hotel? How do they manage to win awards year after year? Is it their picturesque location? Is it their finely appointed guest rooms? Or, is it the genuine hospitality that exudes from their staff? Yes. The answer is yes to all the above. But only one of those elements has the power to negate the other two. And, it is the one element that hotel leadership has 100% control over. Award-winning hotelier Deirdre McGlone from the acclaimed Harvey’s Point in Donegal Town Ireland shares their recipe for success in episode #35 of the Hospitality Academy podcast.     Deirdre and the rest of her family and staff at Harvey’s Point exemplify Irish Hospitality at its best. “It always is about the people” she comments as she reflects upon what sets apart the good from the great. In the hospitality industry, service is king. For hotels and other hospitality providers, making an emotional connection with your guests is important. You find that many reviews and comments focus on the service that they received during their stay. While location and amenities certainly play into the success of a hotel, service is what guests will remember the most about their stay. This is a great thing, as the level of service you provide is completely in your control. Creating a positive service culture sets your hotel apart from the competition. Harvey’s Point opened as a small guest house back in 1989, and since then, has grown in size and popularity. The hotel is the recent recipient of numerous awards including Top Hotel in Ireland five times in a row, according to TripAdvisor. Deirdre attributes her hotel’s success service-minded culture that perpetuates within the staff at Harvey’s Point.   Topics discussed in this episode include: Cultivating a service-minded team Finding the balance between service and process Establishing the right first impression Hiring for attitude and train for skills Creating standards that the whole team supports Ensuring a good work-life balance for your team   Deirdre started working at Harvey’s Point 27 years ago. Her start at the hotel was a summer position in reception. Her now-husband, Marc, is the brother of Jody, who created Harvey’s Point. At that time, Marc was working as a chef in the hotel, and from there, a romance bloomed. In 1996, Deirdre and Marc purchased the hotel from Jody. Since then, Harvey’s Point has become a shining example of Irish hospitality. Deirdre describes her partnership with husband, Marc who is Swiss, as a marriage made in hotel heaven – “the precision of Swiss hotel-keeping combined with Irish Hospitality.” I have been to Harvey’s Point personally and found it to be a magical place. The recent awards the hotel has received comes as no surprise. The atmosphere is amazing, the location is spectacular, and above all, the staff and the service they provide is incredible. During our discussion, Deirdre focuses on the importance of genuine care from her staff. She feels like a guest should be treated as a person, with needs and emotions. Treating guests like room numbers does not provide the welcoming feel that makes for a great experience. With that in mind, the staff at Harvey’s Point focus on their guests as individuals. The goal is to make them feel welcome and to anticipate their needs providing the best stay possible. As she explains, “it comes down to one thing ultimately, which is our wonderful team. Each of whom are special people who embody the best of Irish Hospitality.”  It’s that natural welcome and friendli...