Eliška Jehličková: The Team Is the Irreplaceable Soul and Life of a Hotel

We bring you an exclusive interview with Eliška Jehličková, who currently works as a Hotel Manager at Innside by Melia Prague Old Town and has been in the hospitality and meetings industry for more than 20 years. How does she perceive the importance of team, does she ever fill in for missing employees and what are her goals for this year? Find out below.

What was your career path before you started in your current position as a hotel manager at INNSIDE Prague Old Town by Melia?

It all started 25 years ago at the Hilton Prague hotel; I started, as one says, from the scratch - at the reception. I went through several years of experience in operations and then moved to the sales department. Sales accompanied me for several more years, not only in the hotel industry. As a great experience (sales and operations) I must mention my work in the Zátiší Group. Since 2016 I have been working in the position of Hotel Manager: first 6 years in the K+K Hotels and the recent two and a half years in Melia Hotels International (MHI).

Can you tell us about the new projects you have planned for this year, and what is your long-term vision for the hotel?

We are constantly working to improve the hotel so that we can provide our guests with the best possible experience. In the first quarter of last year, we renovated all the floors in the guest rooms. We replaced the carpets with wooden floors. We also replaced all the headboards and bought new sofa beds for the Loft rooms. This year, we are continuing with the work. At the end of January and beginning of February, we renovated the wooden floor in the restaurant, purchased own bed linen and terry linen, and we are currently replacing all the curtains and drapes in the guest rooms.

As for the hotel's long-term strategy, I would like to mention the vision of not only ours, but also that of the entire Melia Hotels International company’s Travel For Good. Travel for GOOD is our responsible business strategy to advance our purpose of driving towards a more sustainable tourism to become a better company for the world. The fact that we are hoteliers at heart, means that hospitality is not just a business for us, it’s our passion. And that passion is what drives us to respond to the global challenges faced by our planet, viewing sustainability as a fundamental means by which we can create a positive legacy for our planet and for society.

How does your team contribute to the overall image of the hotel?

The team is absolutely key to creating the image of the hotel. The team is its soul and life. The team is those who create the right atmosphere of the hotel, those who provide care to the guests and also those who are able to deliver the expected experiences to the guests. Nothing else can replace this.

What is your personal opinion on the issue of regular team training and education?

I consider the personal development of employees to be essential and very important not only for the employer, but also for each individual employee. I greatly appreciate the fact that MHI emphasizes this topic. We regularly organize so-called Performance Management meetings, which are individual sessions with each employee, on the basis of which we then work with each employee individually on their personal development. We also participate on a specific type of cross-trainings with other hotels. For example, a colleague in the position of Front Office Supervisor tried out a month of practice at the reception of a 5-star resort in Vietnam, another receptionist worked for 14 days at a partner hotel in Leipzig, and one of the bartenders did a month-long internship at the Melia Vienna hotel. It is amazing to see the progress employees make thanks to new experiences.

What is your opinion on the shortage of human resources in the hospitality industry? Do you ever have to substitute for certain positions?

It is very difficult to find staff for our industry. We have all been struggling with this since the pandemic. Many of our colleagues lost their jobs during the covid pandemic and were forced to find other jobs. Unfortunately, a large part of them no longer wanted to return to our industry. The younger generation does not want to work in services at all. I see the main reason of this phenomenon in the fact that salaries in the hotel industry are not at the level they should be. Requirements towards the staff are relatively high. Flexibility in shifts, including weekends and nights. Knowledge of at least two world languages, ​​and of course a pro-client approach.  And if I have ever had to substitute for certain positions? Oh yes. ? Receptionist, breakfast service, I also occasionally substituted as a dishwasher or a maid.

What benefit do you see in personally getting involved in the hotel operation, for example in the form of the aforementioned substitution? Do you observe any effect on team cohesion in this area?

I personally find this experience wonderful and irreplaceable for several reasons.  This is a great opportunity to set an example for the team and show them that you are their support. Personally, I see it as an opportunity not only helping the team, but also as a great source of motivation. Last but not least, you have a clear overview of how the hotel operation works or does not work. ?

What are your work goals this year?

The first thing that came to my mind as an answer to this question was “meet the budget” ?. But of course, I have planned more. The personal development of my employees is a priority for me. We have already set concrete goals together and I will do my best to achieve them all together.

Another goal is to constantly increase the satisfaction of our guests, both in terms of the quality of accommodation and service.

And last but not least, I would really like the Innside Prague hotel to become known to locals as a great place to meet. We have a very nice bar with a patio, which is perfect for sitting down with a coffee, wine or cocktail with friends or business partners. It is a beautiful and relaxing place in the very center of Prague.

You are all more than welcomed and we look forward to your visit. ?