In our conversation, I asked about examples of leadership at the Resort. Of course, there are many. In the time we had, Kate mentioned two employees who are contributing to the overall Customer Service at Sanctuary Cove. The Employee Engagement King is Phil King, and the Star Chief Concierge is Wisky Lai.

Star Chief Concierge – Wisky Lai

Wisky Lai, chief concierge at InterContinental Sanctuary Cove Resort, has been nominated for the JAPAC Impact Awards and QHA Nomination. Wisky’s outstanding contributions to the hospitality industry and remarkable achievements make her an exemplary candidate for recognition.

Wisky has demonstrated exceptional leadership and a commitment to fostering a positive work environment. Her ability to connect with colleagues is evident through the remarkable statistic that she has achieved 80% love and admiration from her fellow team members in Colleague Heartbeat. Wisky’s dedication to creating a cohesive and supportive team culture is truly commendable.

One of Wisky’s notable achievements is successfully implementing the HubOS software across the Concierge and Bell teams. This initiative has significantly increased team efficiency, highlighting Wisky’s strategic vision and commitment to embracing innovative technologies to enhance operational effectiveness.

In 2023, Wisky’s leadership qualities were further acknowledged when she assumed the role of State Director for Queensland and Northern Territories at Les Clefs d’Or. Her previous role as the Director of Social Media at Les Clefs d’Or emphasises her versatility and ability to excel in various avenues of the hospitality industry.

Additionally, Wisky is pioneering a groundbreaking pilot Insider program in collaboration with Forbes Magazine and IHG. This initiative aims to elevate luxury hospitality standards by utilizing Kipsu software, ensuring that luxury resorts, including InterContinental Sanctuary Cove Resort, provide unparalleled service to their esteemed guests.

KIPSU software.

At the resort, they have integrated KIPSU software into operations. It has been a game-changer in enhancing guest satisfaction by providing seamless communication between guests and staff. With its user-friendly interface and efficient features, KIPSU ensures that guests’ needs are promptly addressed, elevating their overall experience during their stay.

Wisky’s commitment to community engagement is exemplified by her nomination as the Young Tourism Leader 2023 by the Queensland government. Through her inspiring community speeches at Griffith University, TSS High School, and Hotel School Brisbane, she continues to empower and motivate individuals to pursue careers in the hospitality industry.

In summary, Wisky Lai’s exceptional leadership, innovative initiatives, and commitment to community engagement make her an outstanding candidate for the JAPAC Impact Awards. Her contributions have elevated the standards of service at InterContinental Sanctuary Cove Resort and positively impacted the broader hospitality industry.

Sanctuary Cove housekeeping team

Under the leadership of Phil Adams, the Sanctuary Cove housekeeping team has achieved phenomenal levels of employee engagement. Phil’s innovative approach includes the introduction of the monthly “Mission Impossible” award for the best housekeeper, complete with the coveted golden toilet brush trophy. This initiative has boosted morale and fostered a sense of camaraderie within the team. The nomination briefings are filled with light-heartedness and love, reflecting Phil’s commitment to creating a positive and supportive work environment. I can confirm the cleanliness and preparation of rooms is of an extremely high standard.

For further information or reservations, visit our website: https://www.sanctuarycove.intercontinental.com/.

Written by: Richard Coles

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