Being able to offer your guests memorable travel experiences depends in large part on the people that work at each property. For Benjamin Habbel and his team at Aethos Hotels, this means setting new expectations:

 “We don’t think of our team as hotel staff that just have stiffly defined tasks like a waiter or a bartender. We are training people to be generalist hosts and we encourage them to think of the property as their own home – from checking in a guest and serving coffee to scheduling experiences.”

For example, Delfina, their chef in Saragano, often takes guests on a guided walk through their gardens or invites them to the kitchen to help cook an authentic Umbrian meal. She does that because she is empowered to create an experience that goes beyond just being a chef.

The goal? Guests feel like they’re visiting the home of a good friend, even though they’re on the property for the first time.

How do you want your guests to feel? How will that shape the culture you build in your organization?