t
and what does that mean that means
we can return, what does it mean?
that we can go back to a hotel when
we have traveled
experienced my bears look how many we have
promised to make a hotel when
promised to make a destination
I want to start with a story and
while telling the story suddenly
can take you as the pin
positive the season at the end of
19th century cities and denounces a person
greater with his wife a city an end of
week that I had a weekend in
where there was a big event where nobody
I had accommodation for this couple already
a hotel and the apple manager receives it
Reception and tell them there is no space
please have accommodation there is no
space there at the convention in the
we can not do anything says good
We will try to see where we can
Be that what you do is different than
It is what makes this person charge them
says it’s in the room
we can not accept that which is
one room please the city
It’s full, there’s nowhere to stay and
Where did you sleep?
Lord for that not worry you
it generates irritation before so much
insistence this couple stays and the
next morning when they will leave not
just do thanks to what the
sir who says when I build
vote
you are going to be different
the manager took it comically
funny and thank you very much is a compliment
two years later law was a
invitation to travel to new york and
remember the name
wen made interesting because I’m going
I’m going to travel to New York
the man receives it, he takes it to the corner
34 down the fifth avenue and it shows you a
famous building forward and tell you this
I built what I speak for you
I speak of alvaro pastor who built
on Fifth Avenue Count 34
the waldorf Astoria hotels are
most emblematic of the world
the pool manager we talked george b
hall
the question is what motivated this
Mr. George to give something that I did not have
to give and what motivated this gentleman to
give you something that is not
obliged
I ask you we can see
there the lord of victory and the
hotel they had measure please
passing the positive passer and is
how is the hotel currently
I want to tell you who moves them
that moves me today that the most
moved to be tied to today that
moves them in the day to day of their
I work in the day to day of his actions
can not mainly move three things
the desire to have many thanks
the desire to know or the desire to serve
which of those three can not we
talk about hospitality is not talking about a
wonderful local talk about hospitality
It is not to speak of a wonderful destiny
talking about tourism is talking about destinations
is part of a destination what is more the
people a destination is nothing if not
we make these people happy
a destination is nothing if those who do
the destination we are not convinced of that
and if what moves us is the service
the motivation that we have behind just
Transcendent motivation is not only
material is not only positive as forums
like lathes how much we let ourselves go
for this action is much more
spontaneous before rational
when we get carried away by the taste
for the experience and when we go
repeating our actions
simply for what we have lived
before how many of us do not
we stop to think what is right
what did Mr. George the Lord did
the right thing said I have a couple of
people here who have no place to sleep
tonight on a night with a rain
copious the correct thing is that from my
room
how many of us can act
correctly
and that correct action tells us about
rationally govern to move
rationally lords of selling and of
understand from our rationality
what we should do correctly
we want to do well and defend the
virtuality and that victory that is the
value to be able to do what you have
to be based on these reasons
transcendent and transcendent motives
not only us but the desire to
serve in our city we have not a
example of service thousand and one example of
service
question is not too much the question
for each one of us in what way
we can aspire to more and seeing from what
way we can take
recently on a on a screen it
He heard the phrase that said he
has an image does not need tricks
the service will socialize magic and when
the real magic of ferrer to our
besides Mr. George for the Lord
waldock
what he did was convert a moment
tragic in a magical moment and I do not know
they put a collective with this under the
galley
The only thing that could happen was to act
moved rationally by a motivation
transcendent to the extent that
we can get that
transcendent motivation be part of
our DNA that to the extent that
we can improve
independent of where we are
make it part of our DNA
the rest to flow because if it’s part of
our DNA is part of our DNA
let’s start from the circle more
small is the circle that says it
because in why are we doing the
things he for here we are doing
those that from there the public the
how and why as the one who has
visited today many companies
companies misunderstand the meaning of these
circles and start by the style
unique with a profitability of the
hotels who were involved in
tourist tourism and everything related
to service
we have much more clear that it is him
because the reason that moves us and what
today in unit in internal unit
achieve in the company is what the
tomorrow’s day to the bar numbers do not go down
the novara profitability sustainability
but mainly it is to understand the
why
I am an engineer in energy systems
however 16 years ago he heard
a story that changed my concept
from service
it’s a story of hospitality life
was leading towards this item
and this story begins at the time
tail all the ball most of
the least I love is the history of
a man who had to travel
around the world and go from 250
nights out of your house
you imagine all of us
like roses imagine to spend 250
cars outside our house sleeping
who knows how many different beds in
As for arrived different mattresses
hotel receive the welcome signal
let’s put the name Juan Perez
Mr. Camps is welcome
bush being in the room already 125 thousand
buttons companions there is today
the fear that relationship to the procedure
nothing can be champions
[Music]
the merchandise that does not worry
Mrs. Teresa, yes, but the relationship
loving with the rose
each of these heights that allow
would repeat because this gentleman tells
the 20 25 hours can not see what
more I can do at home 1990 ghost
the VAT or the elimination of weapons
atomic
the temperature of 5 degrees and above doses
for this the question is how to
I would feel like establishing as a tenth goal
when we travel we want you to overcome
our expectations
then he heard the news though
I have to go to work
three months later Mr. Perez
arrives in other cities of the world
several thousand kilometers away
to a powerful that chain and when it arrives
it registers in your rooms at 513 the
Mr. Perez came to the room
with the front buttons not only
he explains the room does not tell
you in the place has coca cola the
room with the band
the temperature of 25 degrees weapons
they are cheap and if you had forgotten
his music has two beautiful albums
also the next time you want
travel to want to be there question
what did this one understand why
is why and I stayed which
is the hotel’s reason for being and this is not
is new the example the street 15 16 years
today the hotels of the chains of
most prestigious hotels in the world
the jail
someone knows what the motto is for
someone knows what is the DNA
someone knows what one of the phrases is
most mentioned and best known in
hospitality far beyond the
vision the mission of the company we are
ladies and gentlemen serving to give
and gentlemen there is no more and in Peru
we do it in Peru we do it in
Arequipa, there are more than one
hotel company and one systems
company that has discovered that in the
people’s value is the success of
your organization answering a
only question that moves me
answering the question is if not
it may happen that it moves you on the day of
today
now only hotels that move you
I would like to finish by reminding you that in
the little details in the little ones
details
we can transform a while
said the cinema is not going to change the world
the little things that also
he had it either will not change the world
that we are not going to change is us
who are we going to change are we
when we realize that the little
let’s do the ordinary thing that we do what
we can pass in a way
extraordinary in the service so that
our client come back but throughout
of our whole life ended with a
phrase of the holy mother Teresa
Calcutta who does not live to serve
it serves to live
Thank you
[Applause]
to
”
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