Pagona Liggou: We look for individuals who have a genuine passion for the hospitality industry

Pagona Liggou, Director of HR at Parklane, a Luxury Collection Resort & Spa, Limassol, shares the secrets of the hotel’s approach to its employees and guests, explaining how it prioritises Diversity, Equity and Inclusion (DEI) in the workplace to build a team that maintains Parklane’s standards of excellence and contributes to creating memorable experiences for its guests.

What can you tell us about the staff at Parklane, a Luxury Collection Resort & Spa, Limassol?

The hotel's workforce consists of approximately 680 employees from at least 33 countries and thus represents a vibrant and diverse community. The gender distribution is quite balanced (47% men, 53% women) to foster an inclusive environment. Some 30% of our staff are from Cyprus and the remaining 70% from various international backgrounds. As a result, the multilingual capabilities of the team are impressive, with English as the official language complemented by widespread proficiency in Greek, Russian, Ukrainian and other mother tongues. This linguistic diversity not only enhances communication within the team but also significantly improves the guest experience, as we are able to cater to a broader range of clientele from all over the world.

You mentioned inclusion. Are diversity, equity and inclusion (DEI) priorities for Parklane?

Yes. Diversity, Equity and Inclusion (DEI) are priorities for us. We recognise that a diverse and inclusive environment not only enhances the workplace culture but also drives innovation, better decision-making and improved guest satisfaction. By prioritising DEI, we aim to create a more vibrant and dynamic community that reflects the rich diversity of the world around us. This commitment is reflected in our strategic goals, resource allocation, and the ongoing efforts of our leadership team to champion and support DEI initiatives. The hotel’s policy on DEI is centred around creating a welcoming, equitable, and respectful environment for both guests and employees. The key elements of our approach are a commitment to equal opportunities, an inclusive workplace culture, Employee Resource Groups (ERGs), guest inclusivity and continuous overall improvement.

Tell us more about members of staff with particular specialist skills.

At our hotel, we take immense pride in the exceptional skills and expertise of our staff, which significantly contribute to providing an outstanding guest experience.

Each member of our staff is dedicated to delivering exceptional service and creating unforgettable experiences for our guests. Their unique skills and passion for their respective fields are what sets our hotel apart and ensures a high level of guest satisfaction. Some key members of our team are the following:

Chefs: Our chefs are proficient in various culinary styles, from gourmet fine dining to authentic regional dishes, ensuring a diverse and delectable menu for our guests. Their creativity and dedication are reflected in every dish, with a focus on using fresh, locally sourced ingredients to create meals that are both visually stunning and delicious.

Spa Therapists: Our spa is a sanctuary of relaxation and rejuvenation, staffed by highly skilled therapists. With extensive training and experience in holistic wellness, our therapists provide personalised treatments tailored to the individual needs of our guests. Their expert knowledge of healing therapies ensures that each guest leaves the spa feeling revitalised and serene.

Front Desk and Concierge Team: Our front desk and concierge staff are the epitome of hospitality, known for their exceptional service and local knowledge. They possess excellent communication skills, problem-solving abilities and an in-depth understanding of the local area. From arranging transportation and recommending local attractions to handling special requests, our concierge staff go above and beyond to ensure guest satisfaction.

Housekeeping Team: Our housekeeping staff maintain the highest standards of cleanliness and comfort. With meticulous attention to detail and a commitment to excellence, they ensure that every room is spotless and inviting. Their efficiency and dedication are key to providing a welcoming environment for our guests.

What are the main qualities that you typically look for in prospective employees?

At our hotel, we prioritise a combination of technical skills and personal qualities that align with our commitment to exceptional guest service and operational excellence. The main qualities we typically look for in prospective employees include customer service orientation, strong communication skills, a team player attitude, attention to detail, adaptability and flexibility, problem-solving skills, professionalism and reliability. Lastly, we look for individuals who have a genuine passion for the hospitality industry. This often translates into a greater commitment to their roles and a higher level of service for our guests. By focusing on these qualities, we aim to build a team that upholds our hotel’s standards of excellence and contributes to creating memorable experiences for our guests.

What are some of the ways employees can benefit from their time working at Parklane, a Luxury Collection Resort & Spa, Limassol?

By working at Parklane, employees not only gain valuable professional experience and development but also enjoy a range of personal and social benefits that contribute to a well-rounded and fulfilling career in the hospitality industry. These include professional growth and development, training and skills enhancement, ongoing training programmes, leadership development, career advancement opportunities, internal promotions, cross-departmental training, a positive and inclusive work environment and culture, supportive management, team collaboration, employee recognition and rewards, incentives and bonuses, work-life balance and exposure to luxury service standards.

What are the main values and principles that the hotel aims to instil in its employees and their approach towards guests?

The values and principles that the hotel aims to instil in its employees centre around five key areas: excellence, integrity, respect, teamwork and continuous improvement. We aim to create an environment where guests feel valued, comfortable and cared for. Our approach includes offering a warm welcome, personalised service and attentiveness, creating comfort, building trust and ensuring the desired Guest Experience. We want our employees to make guests feel:

Valued: Every interaction should convey that we genuinely appreciate their choice to stay with us.

Comfortable: Guests should feel at home, with all their needs met in a welcoming and comfortable environment.

Special: By providing personalized touches and going the extra mile, we want guests to feel that their stay is uniquely catered to them.

Confident: Guests should have confidence in our services and know that they can rely on us for a consistently excellent experience.

Happy: Ultimately, we want every guest to leave with positive memories and a desire to return, feeling happy and satisfied with their stay.

This article was first published in the first edition of MHV Group’s special publication MHV Moments. To view it, click here. To read the entire publication, click here.