Hotel Growing up in this storied culture, Lama was aware of Nepal’s potential to evolve into a burgeoning metropolis with a strong hospitality sector. In recent years, young Nepalis have done just this, creating a diverse capital replete with stylish boutiques, organic restaurants featuring home-grown vegetables, nightclubs and a wildly popular “creative collaborative work space” culture that rivals that of many major cities.
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What initially drew you to the hospitality industry?
Between Tibet’s beautiful landscape with Mount Everest as its backdrop, the novelty of it being Lord Buddha’s birthplace and the potential of religious tourism (not to mention the fact that it is located between two growing Asian economies), I believed it was a prudent sector to invest in.
Unlike many industries, a hotel must cater to people from all over the world with all manner of needs, desires and demands…how do you train your staff to accommodate?
The mantra for our staff is, “service with a smile.” Keeping guests from across the globe from different age groups, cultures, backgrounds, languages and tastes satisfied is a Herculean task, but not impossible. Using compassion and kindness in dealing with any kind of situation or any kind of person is the best way. The human touch should never be lost.
What is different about managing a hotel in Nepal than one in the UK, Argentina or the United States?
Primarily because the hotel is situated in Nepal, we have certain issues regarding managing and running the property, which I believe other countries do not, i.e., issues with electricity (we have frequent power outages and must always have working generators) and fuel and cooking gas (we need to always maintain a good stock because they are imported from India). These things create hindrances for a smooth operation, but despite this, the country has much to offer. Hotel Tibet International was created on the foundation of Tibetan culture and hospitality, which makes you feel like you are in the most mystical place yet with familiar, smiling, faces always ready to serve and help create beautiful memories to take back home.
How much do you rely on customer feedback to comprehend their experiences?
Customer feedback is very important to us because we are in the service industry. We want to understand human needs and expectations and be able to adjust to the changing times. That is one reason I travel and become a guest myself – in order to experience the various pros and cons of a property so that I can improve service for my own guests.
How do you stay on top of industry trends?
By reading national and international newspapers and business magazines, attending conferences and seminars related to the industry and by traveling to at least one new destination every year.
What is the best piece of leadership advice you have received?
It’s not advice, but a quote I live by, “Leadership is not a position or a title, it is action and example.” –Donald McGannon
What is the most difficult leadership lesson you have learned?
A leader is nothing without a good team, and to build a loyal and efficient team demands a lot of effort and patience. To create a team that can not only work together, but trust each other, is a big challenge.
What is one must read book for business leaders and why?
“Cold Steel-Lakshmi Mittal and the Multi-Billion-Dollar Battle for a Global Empire,” by Tim Bouquet and Byron Ousey. It’s an interesting read because of the nature of steel this man is made up of; not giving up and fighting until the end is what creates a great leader.
Do you have a hobby, talent or interest that might surprise people?
I have a flair for interior decorating.
If you were not in the hospitality industry, what would you be doing?
I would be in construction. I love construction and creating properties.
How has being in YPO positively affected your business or leadership?
YPO has exposed me to a bigger scene in the business sector. It has positively motivated me to dream big and to think of the world as a playing field and not just limit myself to one place.
What are the top three insights you’d like to share?
1. Business – Follow your passion.
2. Personal – Keep a good company of friends; positivity is essential in every aspect of life.
3. Life – No matter what pinnacle of success you achieve, stay humble and grounded!
(The article is authored by Deborah Stoll, YPO Writer)
About YPO
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