Happiness Is Secret Weapon Of Success

Staying ahead -The Richmond Hotel
Steven Hesketh is the Managing Director of The Know Collection, which owns and manages several hospitality businesses in Liverpool including The Richmond Hotel and District House, among several others. He is Treasurer of the Liverpool Hoteliers Association, and on the committee of many boards, including The Liverpool Visitor Economy Network, Liverpool Chamber of Commerce Members Council, The Northern Chapter of the Institute of Hospitality and chair of the Downtown Hospitality Power Panels and Founder of the Know Hospitality Academy.
Steven Hesketh is the Managing Director of The Know Collection, which owns and manages several hospitality businesses in Liverpool including The Richmond Hotel and District House, among several others.
He is Treasurer of the Liverpool Hoteliers Association, and on the committee of many boards, including The Liverpool Visitor Economy Network, Liverpool Chamber of Commerce Members Council, The Northern Chapter of the Institute of Hospitality and chair of the Downtown Hospitality Power Panels and Founder of the Know Hospitality Academy.
AFTER 20 years working in the hospitality industry it is fair to say it is a broad category of fields within the service industry, including event planning, theatrical themes, incorporating branding and travel into public places. The hospitality industry is a multi-billion-dollar industry depending on the availability of leisure time and disposable income. A hospitality unit such as a District House, which is a place for eating, drinking and private venue hire, attracts a wide and varied audience in the Commercial District of Liverpool and is lending itself as a multi-functional operation to serve the needs of the district. Across the Know Collection, we are continuing to train and restructure certain areas of the collection (businesses), spending time with our suppliers, servers, housekeepers, porters, kitchen staff, bartenders, kitchen workers, management and marketing consultants. I do this every year end to ensure each business and message across each brand is clear and consistent so I know staff are happy and in the right environment that best suits them and business needs. It is really important to me to know my employees, my team are happy and progressing each year. Looking at various industries, newcomers and competitive advantages between current players are very important. Among other things, hospitality people find advantage in old classics (location, location), initial and ongoing investment support (reflected in the material upkeep of facilities and the luxuries located therein), and particular themes adopted by the creative and commercial arm of my organisation (for example a themed restaurant or themed dining experience). It is also important that the personnel working in direct contact with the customers are all on the same page and each member of staff ‘get the concept’ and understand the focus. The authenticity, professionalism, and actual concern for the happiness and well-being of customers that is communicated by successful organizations is a clear competitive advantage.