Found at: http://www.anguillaguide.com/article/articleprint/5225/-1/140/
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Gillian Has High Hopes For Viceroy, Anguilla, Anguillians
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The newly-employed, well-focussed and highly experienced top Anguillian hotel executive looked from across her desk and spoke in glowering tones about her vision of Viceroy Anguilla and the benefits the project holds out for Anguilla, Anguillians and herself.
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Mrs. Gillian Richardson-Bradshaw
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The young and well-placed Gillian Richardson-Bradshaw is the daughter of Anguillian parents Franklyn (Brods) and Jacqueline Richardson of George Hill. At Viceroy she is the Director of Front House Operations, having responsibility for the entire Front Desk and Guest Service areas of the hotel including Reservations, Concierge and the Bell Desk. These are positions in which she already has a considerable amount of knowledge, management skills and training.
Mrs. Richardson-Bradshaw, the first Anguillian privileged to have been employed as a member of Viceroy’s Executive Committee, joined the company on August 1, 2007.
What was it about this company that made you decide to become part of their Executive Team? she was asked by The Anguillian?
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Villas in advanced stage of construction
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She replied that she was attracted by its international background and gave this further explanation: “It is a growing organisation with a focus on Viceroy and Tides luxury brands. It is adapting its operations to local cultures, has a strong corporate philosophy focussed on the convergence of service and design and something Anguilla does not have. It is exciting to be part of a pre-opening team and being involved in the set up of this magnificent property.”
With the company being new on the island, how have they introduced you to their culture?
“I was delighted to have been chosen to be sent to Los Angeles to visit the Corporate offices and to attend some of the KOR Group’s training programmes,” she replied. “In addition, I spent time at many of the trend-setting properties within the KOR Group’s portfolio experiencing the levels of services offered to our customers. It was an amazing opportunity and I was very impressed with the proactive, friendly and courteous manner of all of the staff I came into contact with. It also gave me a better understanding of the high standards everyone adheres to at the KOR Group.”
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One of the designed drawings
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Asked why, in particular, she was sent to Los Angeles, Mrs. Richardson-Bradshaw explained that Viceroy Anguilla was very keen to provide international exposure to their Anguillian employees in terms of training, best practices and the way business was being done at their other North American hotels.
“There are strong hospitality skills throughout Anguilla, however Viceroy Anguilla want to take it to the next level by sending some of their key personnel to experience standards implemented at the KOR Group’s operating hotels,” she stated. “This exposure will give us a better foundation on which to help our own employees strive to meet those levels of service throughout our resort by sharing our experiences and using them in the training and development of our employees.”
The Anguillian Executive Member at Viceroy said she learnt a lot about the KOR philosophy and culture as well as the root of the company and was able to learn and see the service standards in action. She went on: “KOR really impressed me on how they have managed to provide excellent service standards, while providing such a unique and stylish approach to design and how it complements the guest experience at their Los Angeles hotels. It will be the same, if not better, in Anguilla. I really appreciated how much effort and resources were dedicated to me. Human resources are a very important component for all of KOR’s properties. Anguilla is fortunate to have KOR developing our local talent.”
Mrs. Richardson-Bradshaw was asked what differences she experienced there and how she thought she could adapt this to Anguilla.
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Artist perception of completed villa
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“Being part of a large company with a number of hotels, it was great to experience a corporate structure with consistent policies, procedures and standards of service throughout all their hotels,” she responded. “Our job right now is to make sure that these polices, procedures and standards are adapted to our environment and that we can incorporate them into the great training programmes we are currently creating to support our hiring strategy. After learning of all the design and service features of Viceroy Anguilla, I can truly say that we will be an example for the company and the Viceroy brand name.”
Did you find the trip beneficial in developing your experience of the hospitality industry? she was questioned.
“Without a doubt,” she answered. “It was unbelievable to see such consistent service throughout each of the hotels and how much everyone enjoyed their jobs and doing their part in ensuring that each guest received the services they expect when staying at our hotels.”
Mrs. Richardson-Bradshaw disclosed that a number of key positions have been identified whereby personnel would be sent either to Miami or Los Angeles for training. She stated that occasionally some employees would be requested to participate in KOR’s Task Force team where they are sent to selected hotels for a period of time and immerse themselves in the day to day operations at the sister hotels. “Anyone lucky enough to be selected will be very well looked after and will certainly benefit from the trip and the training,” she promised.
It was noted during the interview that there was still some time before the completion and opening of the hotel. She was therefore asked what her main responsibilities were at present.
“We are all in the process of creating our policies, procedures and standard of operation as well as creating the services and standards that we will offer,” Mrs. Richardson-Bradshaw explained. “We are working closely with Anguillian suppliers to provide our guests with the best products, the best facilities and the best services in the Caribbean.
“In addition, we are creating training programmes in order to support the hiring that will begin soon to ensure that every person that joins our company is fully knowledgeable, confident and comfortable with all elements of their jobs.”
She was asked to describe some of the benefits of working for Viceroy Anguilla. “First and foremost, there are all the benefits that come hand in hand with working for an international company, such as opportunities to work overseas, promotional prospects etc. The KOR Group is a growing company and they are looking to increase the number of their hotels over the coming few years, worldwide. As such, the opportunities for me to develop either here or abroad are exciting. In addition, the plans for the training at all levels of personnel here are at international standards which again, offer great opportunity for us all.”
On the subject of employing staff, she stated that the hotel was scheduled to open in 2008 and it was therefore too early to start hiring. The company was however working through its recruitment strategy and would recommend persons to read the newspaper for an update on plans.
How would you describe Viceroy and The KOR Group’s philosophy to our readers, the Anguillian hotel executive was asked.
“Our philosophy is simple,” she told The Anguillian. “We want to look after our employees, train them, develop them and give them every opportunity to succeed and in turn, they will ensure our guests’ expectations are exceeded. KOR’s standards are very specific and are a guideline for the level of service, respect and professionalism everyone in the company follows when working with each other and while taking care of our guests.
As the interview wound down, Mrs. Richardson-Bradshaw was asked how she thought Viceroy would make a difference in Anguilla. She replied as follows:
“Viceroy Anguilla will provide opportunities to Anguillians seeking to gain important skills and training. KOR’s culture and service philosophy have never before seen here. Opportunities for training and development will help Anguillians sharpen their skills, while providing them opportunities to advance with KOR, or with other hospitality companies.
“Before joining Viceroy, I learnt a lot about KOR and its involvement with Anguilla, including the generous support the company has provided a broad range of Anguillians. KOR has been able to make these commitments because it has taken a long-term investment approach in Anguilla and believes that in order for it to ultimately be successful the development has to benefit the people of Anguilla. I truly believe Viceroy will continue to be a good partner for Anguilla and will be an example for all new hotels or businesses wishing to do business here.”
The final question to her was: Can you describe your feelings about Viceroy in one word?
“Extraordinary,” came the spontaneous reply.