17 Oct, 2014 @ 17:35
1 min read

Magic man and a boost for morale

Andy and Pauline from Hotel Molino del Santo in Benaojan on recovering from the summer season

THIS article is written while recovering from hosting a big group who colonised the whole hotel…

To get things absolutely perfect for our guests we have to give 110%, but it is more than worth it to see truly satisfied customers.

Watching a 25-strong team pulling together to give the best possible service is incredibly rewarding. When guests who have dined at some of the world’s finest restaurants lavish our staff with praise, it is wonderful to be able to pass this feedback on to our dedicated and mostly trained-in-house team from our little mountain village.

However, there are always anxious moments when expectations are high and last-minute changes come into play. A barbeque on the terrace was crushed by the weather, and so, for the first time ever, we cooked the meats in our convection oven.

How we were supposed to know that this would lead to the oven’s computer system having a critical meltdown?

Why does this always happen on a Friday night when there is no technical assistance available until Monday morning?

And… Why does it happen when we are showcasing a five-course tasting menu for more than 50 people on our always-packed Saturday night?

At times like this it is fantastic to have an in-house magician (in the shape of a maintenance man) who comes in at 7am on his day off, fixing the problem in less than two hours.

Muchas gracias Paco!

Boost for morale

OVER the season we have had lots of birthday and anniversary groups.

But the latest – and the biggest of all – was the 25th Forum of Cardiologists, who chose Molino del Santo as their venue.

Groups are simultaneously great fun and a challenge as each one is different and special.

They require commitment from staff in all departments and when many have been working double shifts all through the season in the heat of the summer sometimes energy flags…

And what’s the best way to reignite staff commitment? Give them great feedback.

We have a board in their dining room where the countless cards, letters and comments are pinned – and they love reading them.

So thank you to all of you who take the time to comment – it truly does increase the quality of your experience.

We got home last night and have been inundated with thank you notes and electronic messages from the group.

Everyone loved the hotel and there has been nothing but praise for the wonderful food, wine and ambience of Molino del Santo.

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