First impressions are crucial in the hospitality industry and other businesses in general.
The story goes that hotelier Isadore Sharp interviewed some candidates for jobs at the Four Seasons Hotel in New York. The Canadian businessman, and founder, chairman and chief executive of Four Seasons Hotels and Resorts allocated one minute per candidate for the interviews. When asked what his selection criteria was and how he could possibly assess a person in one minute, Mr Sharp said the candidate had only to create a strong first impression.
'That first impression is so important in our industry,' said James Lu, executive director of the Hong Kong Hotels Association. 'When you're dealing with a guest you have very little time to create a good first impression.
'They have to respond to you and feel that you're welcoming them. If you have that kind of chemistry it creates a positive impact.'
Such chemistry comes easily to those with a natural talent for interpersonal skills.
According to Lee Kam-hon, professor of marketing and director of the Chinese University's school of hotel and tourism management, these skills are vital in the hospitality industry. Interpersonal skills do not just apply to the hospitality industry. Maintaining a good relationship and building rapport with superiors and subordinates at work, customers and suppliers is just as important as making a good first impression on hotel guests.