Selkie - Bespoke Tours, Travel Concierge, Safe Adventure & Wild Experiences, Wedding Services , Elopement Ceremonies
Those who know me well know I've never been a sheep 🐑. I've always been quite difficult to manage when I didn't agree with people upstairs making bad decisions. This was probably to the detriment during my corporate hotel career, because I stood up for myself, lived by my values, put my people first and upheld my high standards of service. I always did the right thing for my guests and team, not the thing I was always told, especially if it didn't fit with what I believed to be right. I've always been passionate and thoughtful when it comes to service delivery and people. I take a view that it's the number 1 priority in every hospitality business. That shouldn't be a surprise but sadly in my experience, it's becoming less evident in the Industry I love. The customer experience seems to take a back seat. I remember once being told to stop 🛑 putting complimentary bottles 🍾 of Champagne 🥂 in bridal rooms, because the director had worked out how much it cost each year in my hotel (we probably hosted about 130 weddings each year x £12 for the wine at cost) ...you get the idea 💡. He was of course looking at the bigger prize across the estate. In reality, they were trying to squeeze margins to deliver a number. His bonus was within reach that year and he was determined to get it at all costs. I wasn't interested in the people in the boardroom making dumb decisions , but I did think after spending an average of £15,000 on their wedding 💍 💒, it was the least we could do for every newly wedded couple. I ignored the directive of course 😉 and continued to deliver a chilled bottle of fizz and strawberries dipped in chocolate to every bride & groom staying in my hotels. It was the right thing to do. What's the moral of this tale ? If you believe in doing things well and have a passion for service, then follow your gut instinct. Stand up for yourself, live your own values and remember that it is easier to make profit when revenues are strong. Any business with shrinking sales will have to find margins in places you really shouldn't. Now and again you just need to accept doing the right thing should not be compromised. We are in the business of memory making after all. Now this personal belief still rings true with the way I run Selkie 🦭. I could squeeze more profitability out of each client booking which might excite investors and the bank. In reality I'd rather deliver incredible experiences and make the brand one which stands out for going the extra mile and exceeding expectations at every opportunity.
