‘It’s critical to consider our business from the inside-out’ – The Phoenicia Malta GM

To commemorate World Tourism Day, celebrated globally on 27th September, The Phoenicia Malta General Manager (GM) Robyn Pratt took to social media to reflect on the United Nations World Tourism Organisation’s (UNWTO) messaging behind this year’s theme.

“The words ‘behind every number, there is a person’ stood out for me,” Ms Pratt wrote.

“This is something I am very passionate about and over the years, as I have supported brands and companies in developing a culture that will support the delivery of quality guest experience, I have implored leaders and managers to think ‘from the inside out’,” she continued.

The GM went on to highlight the importance of making employees in the hospitality industry feel that they are “really [able] to make [a] difference.

“Now more than ever before it is critical for us to consider our business from the ‘inside-out’,” Ms Pratt wrote.

“If we focus first on ensuring that our team members feel engaged with the business and feel dedicated and passionate about doing their best, this energy will be brought to life at every touch point for the guest,” she emphasised.

Ms Pratt, a veteran in the local and international hospitality industries, was appointed GM of The Phoenicia Malta last week after holding the role of Acting GM at the same establishment for a number of months.

Her experience working at The Phoenicia has only served to strengthen Ms Pratt’s belief that creating a memorable experience for guests lies in the hands of the hotel’s employees and their commitment to the establishment.

“We have our ups and downs, but at the end of it all everyone is committed to delivering the best possible experience for the guest. It is because there is such a strong sense of unity and family at the core of all that we do,” Ms Pratt wrote.

“My message to any leader or manager reading this article – focus on inspiring and engaging your team, and they, in turn, will focus on inspiring and engaging your customers! Be the leader who would inspire you to be the best version of you and other will follow,” she concluded.