When perusing hotels and hearing travel experiences, we only get part of the story. Working in wholesale enables us to hear a little bit more.
It’s not very often you get to see a hotel built from the ground up, hear first hand the success, dramas and heart wrenching moments of a dream becoming a reality.
But this time was different. I’ve stayed at this hotel, I’ve been to the city three times, I saw the hotel being renovated, I helped construct a strategy and watched it be implemented. I even worried to the point I lost sleep over it all.
Two years ago my mum came back from teaching English as a second language in Siem Reap with the news that she had bought a hotel and was about to begin doing it up.
Almost a year ago to the day she threw open her doors on a dream www.santaclaracambodia.com. Here is her first public reflection after 12 months of running her hotel.
1. So mum, a year down Santa Clara – how does it feel?
I’m surprised at how far we have come and how much we’ve achieved in that time, it’s passed so quickly. At times the challenges have been overwhelming but I have a small network people who have similar experiences. It’s so important to maintain these networks, work together and support each other as it is impossible to do everything on your own.
2. What are the biggest challenges you’ve experienced over the past 12 months?
Dealing with the physical environment, taking time for myself and letting go of the everyday things. Some days I feel like a fireman running around putting out fires just to see another one begin. The big trick is to not let the guest see the smoke.
At a personal level, the challenge is not seeing enough of my family and my resolution is not to let the time between visits be too long.
3. How did you overcome these challenges?
I’ve given myself permission to take time out, have a break, maintain an exercise routine, eat healthy and to do things for myself. Sometimes letting go of the small things is like leaving your child with a babysitter for the first time. I’ve spent a lot of time training staff, giving them responsibilities, putting procedures in place, stepping back when I can and encouraging them to think laterally and quiz them how they would solve a problem.
4. In August 2015 you made the top 10 in Trip Advisor and you just won the top hotel for Travellers Choice – do the awards matter?
Awards from an institution that is respected by the industry and the market does matter. It’s nice recognition for the hard work and an incentive to maintain the high standards It’s also very gratifying for staff as they feel appreciated and proud of their efforts. All of us, whether it staff or owners, need recognition for our work to give us the energy to continue.
5. What is it you think you did/brought to the business that earned you those accolades?
In the planning stage I reflected upon the things that as a consumer I liked and disliked the most when staying at a hotel, both big and small. I researched what other consumers appreciated and tried to incorporate that into the design and service we put together.
The trick after the design is in place (as that can’t easily be changed) is to keep the eye on the ball and ensure the high standards of service are maintained. I am a details person, I set high standards and I insist my staff follow the same path.
We treat our guests as individuals, listen to them, interact with them and not only aim to give them a good stay at our hotel but to enhance their experience in Siem Reap.
It’s very satisfying when they write a review and thank us for not just a comfortable room but a great experience.
6. So with one year of experience under the belt, what are the plans for the year ahead?
I’m currently planning to bring more young and disadvantaged people into the business and provide them with training opportunities. I’m working with training agencies to take on staff as interns after their initial training periods. This will enable us to enhance their opportunities both here and in future employment.
One of my original dreams was that Santa Clara would focus on what we can give back to the community whilst maintaining the standards and status that we have achieved in the past 12 months.
P.S. – rumour has it Lynn’s son runs a wholesale travel company that will offer great rates for travel agents.
