Adapt, Innovate, Evolve
It would be fair to say that digital technology, like other industries, has found its way in the hospitality industry as well. But the fact still remains that without human touch and personal connections, the hospitality experience remains incomplete. “The really cool thing about technology is that by expediting the processes, we can carve out more time for the joy that comes from human conversations,” says Denise. While some travellers may prefer a completely automated experience, most of them, Denise adds, will go out of their way to engage in conversation with the staff either to ask for recommendations about the area or just to have a friendly conversation.
In recent times, when the Covid pandemic shook the world, the hospitality industry was one of the worst hit of all. In the aftermath of it all, despite all the technologies in place, the people of hospitality don’t have the option to “work-from-home”. At the property level, responsibilities such as: cleaning rooms, greeting guests, delivering meals and executing enhanced cleaning protocols cannot happen via zoom. While many other industries have been able to migrate to remote work and remain productive, Denise says, “we have been able to re-define roles and incorporate flexible schedules, however have struggled with the “remote work” requirement many job-seekers are demanding.”
A Hotelier’s Story
Recently Denise published her first book – Hospitality and the Holy Spirit – A hotelier’s stories and perspective on what the Bible tells us about taking care of people. “This book started as a series of essays that connected my personal hospitality experiences to the traditional hospitality lessons found in the Bible; for example, instead of loaves and fishes we attempted to feed the less fortunate in our community on Christmas Eve with what seemed like too few resources; miracles and biblical hospitality lessons are all around us and abundant in my personal life. These became chapters in a book and I was fortunate that a publisher shared my desire to tell the stories,” smiles Denise.
Through her book, her actions and her initiatives, Denise remains driven and committed to creating the best life experiences for her associates and her guests. Ultimately, for Denise it is all about making the world a better, friendlier and kinder place – “that is my mission and my ministry.”