One of the biggest challenges in the hotel industry today is finding the right people to push the brand forwards. Hans Joerg Meier, chief operating officer of Como Hotels and Resorts, explains that while it is good for hospitality professionals to learn through apprenticeship programmes, some things just have to come from the heart.

What trends have you seen shaping Asia’s luxury hospitality sector over the last few years?

The healthy living trend continues to grow in Asia. I see more hotels developing their healthy food and beverage offerings in addition to exercise options that go beyond those offered by the gym. This is good news for the health-conscious traveller and helps keeps us on our toes.

What are the current recruitment challenges or opportunities for hirers looking for staff?

At Como we are looking for the right attitude. This isn’t necessarily those who you might consider your typical hotelier, but more so individuals that have personality, talent and are creative in delivering the guest experience we are known for.

We pride ourselves on offering employees the chance to rotate across our portfolio of hotels, which gives team members the opportunity to experience different work environments and local cultures. This isn’t just open to senior managers, but also those occupying entry level roles.

What separates a great professional in the hospitality industry from a good one?

For me it’s all about someone’s passion for being a host and making guests feel at home the moment they arrive. This is something you can’t learn – it comes from the heart. You have to be someone who genuinely cares and enjoys spending time with others.

Can you outline the path your career took to get to your current role?

I started off working in hospitality through a Swiss apprenticeship programme, with a focus on service and the kitchen. This taught me some valuable skills, which I built on by working in luxury hotels and on cruise liners around the world.

I followed this by doing a management course at Belvoirpark Hotel Management School in Zurich, which was important for my development. From there I progressed further through the ranks and held leadership roles with Peninsula Hong Kong and Raffles Singapore amongst other hotels, all of which gave me a taste for Asian hospitality. Then in 2015 I was appointed Como’s chief operating officer.

Are there any formal qualifications that are useful in this sector?

I believe it’s important for young professionals to learn the basics through an apprenticeship programme, followed by a more leadership-focused course at a hotel management school. It gives young professionals a solid foundation, which is desirable in our industry. Further down the line there are also fantastic development programmes available, such as at Cornell University in the US, which can give professionals the extra edge and stand them in good stead in their career.

How easy is it for people from other industries to move into the hospitality sector? What might the barriers be?

If someone is driven and passionate about hospitality, there are no barriers. Hard work and enthusiasm can help one overcome almost any obstacle. At Como we have hired team members in the past who all had different professional backgrounds. However, their attitude and desire for working in hospitality made all the difference. That’s the really important part.

What is the hardest part of your job?

Building a strong team and finding the right candidates to push your brand forward is probably one of today’s biggest challenges and a concern across our industry. While working in hospitality can be hugely rewarding, it’s a sector with a continuous talent shortage.

Is a good work-life balance possible for people like you and your staff?

If someone is organised and builds a strong team around them, it’s definitely possible. It’s essential to instil trust in people and let them flourish, which will ultimately give managers more time. That being said, given the demands of the hotel trade, it’s certainly not a nine-to-six job.  

This article appeared in the Classified Post print edition as Staying inspired.