Ask Anthony: What is the Foundation of Any Business?

Anthony Melchiorri

Anthony Melchiorri, hotel fixer and host of Travel Channel’s Hotel Impossible, loves dishing out advice. From sharing best practices to tackling operational issues, he’s here to answer your questions.

What is the foundation 
of any business?

Having the right people in the right roles. A business’s strategic efforts toward profitability and growth first require attracting and then developing the right talent. While many hiring managers are greatly invested in training candidates, no amount of training will help someone whose mission does not align with the company’s. If candidates don’t have a sense of service above self, they simply won’t work. Remember, the last mile toward ultimate customer satisfaction is filled with difficult moments where guest loyalty is won or lost. Therefore, identifying candidates with customer-satisfaction potential is key during the interview process.

Always be highly selective. It’s better to start with individuals possessing the right personality qualities than having to teach such skills to run-of-the-mill applicants. Optimistic, adaptable, and adept at balancing stress are all important traits, and true performers must also be able to listen. Also, candidates who can balance their interests with those of the company and the customers are the linchpin to any organization. Customers will continue to set a higher bar, requiring higher degrees of service.

Carefully selected, then well-trained employees are the ones building great relationships for the long term. Always remember, the guest isn’t buying a product, they are buying a feeling.


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