Organizational culture in practice: an inspiring experience
We could describe it simply as a case study or a presentation, but in reality, for the entire a’mores team (the people who make up MORE Results), it was much more than that. Something between a motivational moment and a masterclass on how to make things happen.
The experience brought to us by Pedro Pinto – Operations Director at Greatcreation SA – along with practical cases and real day-to-day examples, brought us much closer to being better tomorrow than we have been until now.
Pedro Pinto’s presence and the energy he brings to his presentations alone are enough to keep us leaning forward in our seats. But when we talk about the person who won the award for Best Hotel Director in the World (an award given by" World Luxury Hotel Awards), and who is responsible for, among other things, the Corpo Santo Lisbon Historical Hotel, a hotel that was awarded in the 'Best of the Best' category at the TripAdvisor Traveller’s Choice Awards — ranking first in Portugal, third in Europe, and 16th worldwide — then we’re talking about a whole different league.
Lessons in leadership and operational excellence
Of course, with all these titles, we were already expecting something different (in a good way). But what we were actually presented with was a healthy dose of realism — a look into what is done and how it’s done on a daily basis to achieve these results. As we were told, reaching the top is emotionally easier than staying there. Once you’re at the top, there’s a risk of complacency or of sticking to the 'success formula' that got you there — which is a mistake. If everything outside keeps changing, then what brought you success in the past might not work in the future.
Practice, role play‘gamification’ of training (with proprietary methodologies highly adapted to the hotel’s reality), lots of repetition, a strong desire to be ‘the best’—but also to be different (in the best sense of the word)—along with performance-based rewards, are some of the key elements behind these results. These are also values we cherish in our own hospitality services.
Everything is perfectly outlined — from what is expected of the staff to what the hotel and its guests expect from them.
If we may draw an analogy with a good tailor, we could say that the Corpo Santo Hotel aims to offer a tailored experience and that requires investment in the customer.
Applying the learnings at MORE Results
In order to be good, and MORE, we must follow and join the best. This experience was more than just an inspiration — it was a reinforcement of our cultura organizacional and a big step to achieve MORE and become Portugal’s premier market research company.
