With the resurgence of COVID-19 cases in many parts of the world, hoteliers need to be more agile today than ever before as safety procedures continue to evolve. How will hoteliers ensure they can react quickly and that changes are carried out effectively by their frontline employees? How can they engage and motivate their teams on the long road to recovery?
Anja Luthje, Group Director Rooms and Quality, Mandarin Oriental Hotel Group, will share how one of the world’s most iconic brands has communicated with its employees throughout this pandemic to ensure that both employees and guests feel safe and valued.
The “We Care” Framework that Mandarin Oriental Hotel Group quickly implemented when faced with COVID-19
How technology helped the group be agile in communicating with furloughed employees and reopening hotels
Differences across the global portfolio and how to address them
Group Director of Rooms and Quality, Mandarin Oriental Hotel Group
Anja Luthje oversees all aspects of the Group’s Rooms Division including Front Office, Housekeeping, and Guest Services. She is also responsible for Quality Service Management on a global basis. Anja joined Mandarin Oriental Hotel Group in June 2004 as Corporate Director of Rooms in the Hong Kong office. She transferred to the Group’s San Francisco office in 2007 and was promoted to her current role in January 2014. Anja has nearly thirty years of experience in the hospitality industry around the world. Prior to joining Mandarin Oriental Hotel Group, she held senior management positions with Peninsula Hotel Group and InterContinental Hotels Group and worked in London, New York, Dubai, and Hong Kong.
Head of Hospitality, Beekeeper
As Head of Hospitality, Andrada leads Beekeeper’s effort to help hospitality organizations improve communication and ultimately drive employee engagement and performance. Previously, Andrada served as Executive Director, Luxury Internal Communications and Engagement at AccorHotels and Executive Director, Communications & Strategy at Fairmont Raffles Hotels International. In that capacity, she collaborated with Beekeeper to bring the nearly 50,000 frontline employees working together as one dispersed, yet united, team. Andrada also served as a consultant with McKinsey & Co., working on strategy and organizational transformations with large multinational companies in the EMEA region. She holds an MBA from the Wharton School and an MA in International Studies from University of Pennsylvania.