“Creating a safe environment is our top priority”
General Manager of LOTTE City Hotel Tashkent Palace - Lee Yong Sil
Can you share your background and how you began your journey in the hotel industry?
I studied agriculture in university and decided to attend a one-year go national tourism Organization-run boarding hotel school to gain skills that would be beneficial to my work.
I studied agriculture in university and decided to attend a one-year go national tourism Organization-run boarding hotel school to gain skills that would be beneficial to my work.
I became a hotelier and started as a trainee at a restaurant.
I progressed to become a waiter, manager, the head of the food and beverage research and development department, and the leader of the food and beverage team. Eventually, I became the deputy general manager at the Signiel Seoul Hotel, which is located in a 123-story building in Seoul, and later the general manager at the Lotte City Hotel in Tashkent. My major area of expertise is food and beverage.
What are the most important metrics you track to measure the success of your hotel, and how do you use this data to make informed decisions?
In Korea, we mainly use STR (Smith Travel Research) to compare the hotel industry. This data allows us to check the sales rate, room prices, and Revpar ranking compared to major competitors. In Tashkent, we often rely on reports from booking.com and OTA price comparison sites.
In Korea, we mainly use STR (Smith Travel Research) to compare the hotel industry. This data allows us to check the sales rate, room prices, and Revpar ranking compared to major competitors. In Tashkent, we often rely on reports from booking.com and OTA price comparison sites.
Can you share an example of a particularly difficult interaction with a guest and how you resolved the situation?
One day, a customer from Northern Europe came to us and expressed three complaints:
- The staff taking reservations does not check the flight schedule. (I don't care what time I arrive)
- When picking up at the airport, you need to make it easy for customers to find it on the port line.
- I was looking for a tennis partner, but the staff told me in 3 minutes that they were not available.
First, I listened. Then:
- We will check the flight schedule to see if the customer's opinion is correct.
- For airport pick-up, we will go inside and use the iPad to assist the customer.
- He said that he would change to a company that would help him find one, and that the last one was a tennis partner, which was the customer's main interest, and that he would contact a nearby tennis court and connect them with a coach if they gave him the necessary time.
After that, this person comes very often.
How do you ensure your hotel creates a diverse environment for all guests and employees?
The hospitality industry, due to its complex nature, is a great example of diversity, catering to guests from different countries, languages and cultures.
Despite being located in a Muslim country, the hotel welcomes people of all religions, promotes gender and racial equality, and understands and accepts different cultures. In particular, Lotte City Hotels Tashkent Palace communicates with customers, listens to customer feedback, collects customer opinions (LVOC) through all channels and endeavours to resolve them to immediately meet customer requirements. This is constantly monitored at head office and various customer opinions are collected to create solutions for each hotel. In addition, we have set up an anonymous opinion box next to the staff canteen where employees can share their thoughts and we systematise and process employee opinions and suggestions.
Also for team building, we organised a retreat where all employees were given free time to communicate and understand each other, team building. We also organised a Korean Menu Day once a month in the canteen to encourage people to try menus from different countries. This approach helps to create a culture where differences are valued and understood.
The hospitality industry, due to its complex nature, is a great example of diversity, catering to guests from different countries, languages and cultures.
Despite being located in a Muslim country, the hotel welcomes people of all religions, promotes gender and racial equality, and understands and accepts different cultures. In particular, Lotte City Hotels Tashkent Palace communicates with customers, listens to customer feedback, collects customer opinions (LVOC) through all channels and endeavours to resolve them to immediately meet customer requirements. This is constantly monitored at head office and various customer opinions are collected to create solutions for each hotel. In addition, we have set up an anonymous opinion box next to the staff canteen where employees can share their thoughts and we systematise and process employee opinions and suggestions.
Also for team building, we organised a retreat where all employees were given free time to communicate and understand each other, team building. We also organised a Korean Menu Day once a month in the canteen to encourage people to try menus from different countries. This approach helps to create a culture where differences are valued and understood.
Can you share any initiatives or programs you have implemented to support sustainability and environmental responsibility at your hotel?
Green Card's "Think Earth" campaign aims to reduce the use of disposable products and the frequency of washing bedding. In efforts to save energy, we have increased the use of LED bulbs and improved the automatic turn-off function to reduce unnecessary power usage.
Green Card's "Think Earth" campaign aims to reduce the use of disposable products and the frequency of washing bedding. In efforts to save energy, we have increased the use of LED bulbs and improved the automatic turn-off function to reduce unnecessary power usage.
We are also planning to minimize the use of disposable products by replacing customer amenities with multi-usable alternatives.
Furthermore, complimentary disposable toothpaste, toothbrushes, and razors provided in Korea are no longer free.
How do you balance the need to make a profit with the desire to provide a high quality guest experience?
Customers are often satisfied with the basics, such as a safe hotel, comfortable bedding, a pleasant room environment, and a delicious breakfast, but most of the time, one or two of these become complaints. We must carefully encourage and train our employees to minimize customer inconvenience, find ways to increase profits while reducing costs, and compete through intensive service.
How do you deal with negative comments or reviews from guests and what steps do you take to resolve their concerns?
Negative customer reviews are a significant worry because they are shared by many people over a long period of time and can tarnish our image. When we receive a customer complaint, we thoroughly review the content to identify the cause and provide training to employees to prevent recurring mistakes. Additionally, for recurring complaints, we create a special menu, provide additional training to employees, and encourage them to consider the customer's perspective through role-playing.
Customers are often satisfied with the basics, such as a safe hotel, comfortable bedding, a pleasant room environment, and a delicious breakfast, but most of the time, one or two of these become complaints. We must carefully encourage and train our employees to minimize customer inconvenience, find ways to increase profits while reducing costs, and compete through intensive service.
How do you deal with negative comments or reviews from guests and what steps do you take to resolve their concerns?
Negative customer reviews are a significant worry because they are shared by many people over a long period of time and can tarnish our image. When we receive a customer complaint, we thoroughly review the content to identify the cause and provide training to employees to prevent recurring mistakes. Additionally, for recurring complaints, we create a special menu, provide additional training to employees, and encourage them to consider the customer's perspective through role-playing.
How do you maintain a positive and productive work culture at your hotel, and what steps do you take to ensure your employees feel valued and supported?
We believe in recognizing and rewarding employees for their hard work. Employees who perform well are given appropriate rewards, while mistakes are addressed through reports and, if necessary, disciplinary action. If the same mistake is repeated, disciplinary actions such as salary reduction or non-payment of bonuses may be taken.
Each month, we select outstanding employees to receive awards and bonuses. At the end of the year, we recognize the best employees with the opportunity to benchmark at overseas hotels. Additionally, we conduct performance evaluations every quarter and share a portion of the profits with our employees.
For long-serving employees, we offer health screening opportunities as a part of our commitment to their well-being.
We believe in recognizing and rewarding employees for their hard work. Employees who perform well are given appropriate rewards, while mistakes are addressed through reports and, if necessary, disciplinary action. If the same mistake is repeated, disciplinary actions such as salary reduction or non-payment of bonuses may be taken.
Each month, we select outstanding employees to receive awards and bonuses. At the end of the year, we recognize the best employees with the opportunity to benchmark at overseas hotels. Additionally, we conduct performance evaluations every quarter and share a portion of the profits with our employees.
For long-serving employees, we offer health screening opportunities as a part of our commitment to their well-being.
Can you share any upcoming projects or plans for your hotel and what guests can expect in the coming months and years?
We plan to expand the inadequate banquet hall, improve the guest room environment, replace the automatic exit doors, and upgrade the guest room TVs and minibars.
We plan to expand the inadequate banquet hall, improve the guest room environment, replace the automatic exit doors, and upgrade the guest room TVs and minibars.
