That is why we have formed a loyalty and personnel management program “4GUEST”. This is a company philosophy that is built on 4 principles.

The first place where we start on the road to the best service is recruitment and selection of employees. We carefully select candidates for absolutely every position, be it an administrator, maid or porter, because we understand: the guest’s impression of a vacation in our hotel depends on the participation and actions of all team members.

A mentor works with each future employee, who helps to penetrate the mission of our company – to approach all guests individually, that is, not just to provide quality services and perform their ordinary duties, but to give positive emotions.

The second principle important for ACADEMIA LAND hotel operator is to immerse the employee in the business processes and principles of working in the hotel business.

This means that all employees receive knowledge on working with reservation channel managers, document management, cash register and terminal, as well as learning about shift handover, cleaning and room check standards, guest check-in and check-out procedures, registration and migration registration.

All of this knowledge is necessary to understand internal processes and assign responsibilities in order to promptly and efficiently resolve guest inquiries. We equip our employees with such knowledge and level of responsibility that they can help you as quickly as possible, without waiting for help from a superior person.

Here the question arises: what to do if the guest’s request does not concern the basics of hotel service and is beyond the scope of methodical training? Here we come to the third principle – training in non-standard situations.

Future employees are offered to “play”: play out an atypical case from the list provided by us and find a solution. In this way, we check for some other important qualities: out-of-the-box thinking, a high degree of stress resistance, creativity, the ability to get out of any situation with dignity, and adequacy.

But not everything depends only on the candidate. In order to keep initiative and motivation, a future employee needs to feel his/her importance and necessity. That is why the last principle of the 4GUESTS philosophy is the encouragement of the best employees.

With a certain periodicity the company management encourages its best specialists with pleasant gifts: awards, trips to other countries, fashionable gadgets, certificates for accommodation in any of the hotels of the network for themselves, relatives and friends. We always notice the most enterprising ones!