Robin Edwards is the General Manager of Radisson Blue Chittagong Bay View. He has previously served as the Group Director of Operation of the Syaha Hotel and Resorts, Vice President and General Manager of the Hengda Hotels & Resorts in Guangzhou and the Resort, HR and Entertainment Manager in a number of acclaimed hotels throughout the world. Robin is the recipient of the Lifetime Achievement Award by the International Hospitality Association, the Various Industry Award and Top 10 Foreign Manager Award in China along with many other accolades.
With the heightened security in the light of recent events, we see fewer tourists. Are there any changes that you have made in the security system? Has there been any shift in the travelers coming in?
Any external or internal factors which people perceive may effect comfortable Business or Leisure travel obviously affect incoming travel in any region or country.
Regarding Safety and Security, that information is confidential as per our safety and Security standards as well as company code of ethics. I can however state that we are the only premium certified safe hotel group in Bangladesh. Both of our locations have been approved by a recognized International Security Organization.
All of these factors are diminishing travel, what is your suggestion for hospitality experts to create greater comfort for travelers?
As a hospitality company and of course service provider, we look closely at the environment and travel trends; we are also flexible with our stay packages, weekend getaways, and promotional services. These include room rates, products, food and beverage, as well as other hospitality services. If all service providers were willing to be flexible in that regard, we would have better chances.
But you have to look at all the external factors such as oil prices and airline tickets; these costs are fluctuating. The travel and tourism sector is a huge industry in a small world. Even with downtrends, it is still growing, we probably employ the greatest number of people throughout the world. If we can forge stronger ties to work, we can plan and strategize to create a holistic solution for global and local tourism.
What do you believe is the strength of the Chittagong Radisson? Do you think you are doing enough?
We are the only 5-star branded hotel in Chittagong in an international chain. This is the largest hotel in the city with spacious rooms and modern design. The services we provide are above and beyond what any other hotel can provide. We aim to become the leading hotel in Bangladesh. I don’t believe that any hotel is doing enough until it has reached 100% capacity for every day of the year. We’ve only been open for a year and we are already outperforming competitors. However, we are still in the development stage. In order to facilitate development, we need other factors to come together, like infrastructure and business opportunities that will bring more professionals to the city, seeking our services. The city also needs to grow. As a company we place hotels in areas that also benefit the community and environment and allow it to flourish.
“We need to take away the idea that serving people belittles you when you
join this industry. However, that is not a notion that can easily be sold to candidates.”
Do you feel there is enough quality human resource?
There is ample talent available in Bangladesh but not all are willing to work in the hospitality industry. As an international hotel, we have to be selective. We need our talent be educated and this has proved to be a challenge not only in Bangladesh, but other developing nations. We would like to have greater talent in any flourishing industry. We need to take away the idea that serving people belittles you when you join this industry. However, that is not a notion that can easily be sold to candidates who apply here. They need to understand that this career is very rewarding. I started in the leisure sector of the hospitality industry and worked my way up. My experience with the many facets of the industry allows me to have broader insight. I have found this most rewarding throughout the progress of my career. I have a “Lead from the front by example” as well as a “Team” attitude because I believe that working together, you can get the job done better than on your own. There is no job that is too big or small because everyone is working for his or her salary. You have to have a passion for working in this industry; you must be open-minded and not see service as anything remedial. In this industry, development happens through studying all aspects and working your way from to the top. I am always studying because this industry never stops changing.
How do you motivate people to work and continue to passionately help other?
I believe that you cannot simply talk the talk without walking the walk. You have to show your team that every job is important, no matter how small it may seem, in order to provide unparalleled service; there is no job too big or too small no matter what your position might be. This is an idea that should transcend in any business. The foundation of our business is not management in this industry. It is the waiters who pour the coffee, the room attendants who provide room service, the bell boys who carry your luggage. They are the people who create a memorable guest experience on a daily basis. These people are the most important. I don’t call these people staff, I call them associates. As I stated earlier, I lead from the front by example. I believe in integrity and treating everyone as an equal. We are all “Ambassadors of Hospitality” because we create an unforgettable experience through ourselves and our services. In my opinion the most important person in my hotel is the doorman. He or she is the first point of contact welcoming our guests, and that is the customer’s first impression, which remains with them.
