It’s all about the human touch

Normal, Weekender
Source:

The National, Friday 27th January 2012

IT calls itself an unexpected luxury in the land of the unexpected. It’s been described as a “kick-ass” hotel by some of those who have been guests there.
In the world of luxury hotels, Airways Hotel does not stand out. What makes it different though is that it has a heart – a human touch that all its 467 staff strive to provide day in day out for its guests.
What are its facilities? You can place a tick on three lounges called Touch, Sound and Sight, each on three separate levels, open 24 hours where premium guests can chill out with magnificent views of the Owen Stanley Range in the distance, several restaurants and eateries, a large pool, 152 well-fitted rooms, a health and racquet club and a spa. Par for the course in luxury accommodation.
So then, how to explain a trophy cabinet filled to the brim with a number of prestigious World Travel Awards (see factbox)?
In its 25th, silver anniversary year, from humble beginnings as a 33-room motel, the property has come a long way.
Now, it has goals of winning in other WTA categories too but it is not what drives the property’s owners, businessmen Kostas and Theo Constantinou and its new general manager, Sushil Gordon.
New Delhi-born Gordon, who declines to reveal his age other than to say it’s over 30, came to Airways Hotel four months ago from the Hyatt chain’s property in Tianjin China Hyatt, and has worked in Tokyo, Guam and Australia over the years.
He took up the challenge of working in PNG easily.
“This is such a premier property in PNG and that attracted me, and it is such a beautiful country.
“I have affiliations through my wife and a few colleagues in Australia with PNG and I think the property is great to be associated with.
“I think it gives me a great opportunity to show my professionalism and my management skills and take the property further into excellence.
“Previously it has won a lot of awards and it is all due to the leadership of the support of the owners and of course the team that works here.”
Gordon takes a great deal of pleasure watching his staff grow as people, reinforcing the principle of a “fair day’s work for a fair day’s pay”.
“I think it is important that we educate ourselves and to give opportunities to whoever works for this hotel.
 “We have intense training programmes. We send staff abroad to Cairns, to Singapore, to Dubai for training and we are affiliated with an American university and a lot of our people will be put through that.
“I believe that education is the key, if we can educate these people and make a difference in people’s lives, my job here becomes much more easier.”
Airways this year lost their title of PNG’s best hotel to Loloata Island Resort, which last won it in 2006.
“They (Loloata) must be doing something right so congratulations to them – that (losing the award) motivates us even more to work harder and smarter and reclaim that award.”
Nevertheless, his staff were delighted with their two WTA awards this year – best airways hotel in the world and the best in Australasia.
“They were very thrilled. It is recognition of their effort at the end of the day and they have worked so hard and they have achieved something for it so it just gives them a great sense of pride.
“We want to achieve these awards again for this year and we want to nominate for a couple of other award which I cannot say right now but we want to achieve those awards on behalf of Airways Hotel.”
He is proud of a number of long-serving staff such as the elderly Piwin “Papa” Kapkwok who works in the kitchen.
“He’s never been late and never missed a day of work in his 10 years here,” Gordon said of the 72-year-old.
“We have so many people who have been here for 15 years, 20 years, so people like working here because it’s like their family. They are our family and vice versa.
“From the owners’ point of view, they are committed to put the funds back into the property to enhance the facilities but we are very much committed to our education programme which we have in place.
“We are talking about making a difference in people’s lives. They take pride in their work and it rubs off onto the guests.
“The care and guidance given by the owners and management is rewarded by commitment, passion and loyalty from the staff and this builds customer service and in turn, this builds customer loyalty.”
The secret, though, is that Gordon encourages the staff to treat every guest as they would like to be treated themselves.
“It’s a simple principle but one that works.”
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