" Our hotel creates an environment where both guests and employees feel respected, valued, and welcomed regardless of their background or identity."
interview with Eric Seiler, General Director of the InterContinental Tashkent Hotel
Could you please tell us about your background and how you began your journey in the hotel industry?
Thirty years ago, at just 15 years old, I began my career in the hospitality industry at the Hospitality School in Strasbourg, France. Starting out as a waiter, I quickly shifted into Sales & Marketing, where I spent many years before moving into Revenue Management. Eventually, I returned to Operational Management, which led to my first General Manager position 12 years ago.
What are the most important metrics you track to measure the success of your hotel, and how do you use this data to make informed decisions?
We are using many important Metrics. Financial ones, Guest Satisfaction, Corporate Responsibility and finally Employee Engagement. I do strongly believe in the service profit chain which basically says that we need to focus on Employee Engagement which leads to happy and loyal guests which creates financial successes.
At IHG we are using a lot of benchmarking tools, whether they are linked to Guest Satisfaction, Online Reputation, Revenue or Profit Generation. Some of these tools are used daily, some monthly – they are all monitored and analyzed carefully allowing us to track trends and take appropriate measures.
These metrics are pushing us towards excellence which has no limit!
Thirty years ago, at just 15 years old, I began my career in the hospitality industry at the Hospitality School in Strasbourg, France. Starting out as a waiter, I quickly shifted into Sales & Marketing, where I spent many years before moving into Revenue Management. Eventually, I returned to Operational Management, which led to my first General Manager position 12 years ago.
What are the most important metrics you track to measure the success of your hotel, and how do you use this data to make informed decisions?
We are using many important Metrics. Financial ones, Guest Satisfaction, Corporate Responsibility and finally Employee Engagement. I do strongly believe in the service profit chain which basically says that we need to focus on Employee Engagement which leads to happy and loyal guests which creates financial successes.
At IHG we are using a lot of benchmarking tools, whether they are linked to Guest Satisfaction, Online Reputation, Revenue or Profit Generation. Some of these tools are used daily, some monthly – they are all monitored and analyzed carefully allowing us to track trends and take appropriate measures.
These metrics are pushing us towards excellence which has no limit!
Could you share an example of a particularly difficult interaction with a guest and how you resolved the situation?
A few years ago, I encountered a situation with a Middle Eastern client who had booked a specific room category that we were unable to provide due to full occupancy in the city.
Despite the limited solutions available, I took the opportunity to engage with the guest directly. By listening attentively, showing empathy, and dedicating time to finding a viable resolution, we reached an outcome that, while not perfect, was acceptable to the guest. They appreciated my efforts, leading them to recommend our hotel to their entire family.
This client has since become one of our most valued customers, consistently spending several million dollars annually with us.
How do you ensure your hotel creates a diverse environment for all guests and employees?
A few years ago, I encountered a situation with a Middle Eastern client who had booked a specific room category that we were unable to provide due to full occupancy in the city.
Despite the limited solutions available, I took the opportunity to engage with the guest directly. By listening attentively, showing empathy, and dedicating time to finding a viable resolution, we reached an outcome that, while not perfect, was acceptable to the guest. They appreciated my efforts, leading them to recommend our hotel to their entire family.
This client has since become one of our most valued customers, consistently spending several million dollars annually with us.
How do you ensure your hotel creates a diverse environment for all guests and employees?
Creating a diverse environment in a hotel involves intentional efforts to welcome and
respect people from all backgrounds, cultures, and identities.
respect people from all backgrounds, cultures, and identities.
We provide diversity and inclusion training for all employees, including managers and leaders. This training focuses on cultural competence, unconscious bias awareness, and respectful communication. Our Policies and Procedures promote inclusivity and equality. This includes anti-discrimination policies, harassment prevention measures, and accommodations for diverse needs.
Our hotel welcomes guests from all over the world and we do have employees which also come from various continents: Europe, CIS, Middle East and Asia so we encourage them to share their cultural backgrounds and experiences.
Our hotel welcomes guests from all over the world and we do have employees which also come from various continents: Europe, CIS, Middle East and Asia so we encourage them to share their cultural backgrounds and experiences.
By implementing these strategies consistently and authentically, our hotel creates an environment where both guests and employees feel respected, valued, and welcomed regardless of their background or identity.
This not only enhances the overall guest experience but also contributes to a positive and supportive work culture for employees.
This not only enhances the overall guest experience but also contributes to a positive and supportive work culture for employees.
Could you describe any specific initiatives or programs you have implemented to support sustainability and environmental responsibility at your hotel?
Sustainability is an important subject as it is our responsibility to act in a way that supports the planet & responsible travel and build a great future for our children.
I am very proud that our hotel is the first LEED certified building in Uzbekistan.
Currently we are working on getting certified by Green Key.
The Green Key certificate is a leading standard of excellence in the field of environmental responsibility and sustainable operation within the tourism industry.
This prestigious certificate represents a commitment that our adhere to the strict criteria stipulated by the Foundation for Environmental Education (FEE). Green Key stands for a promise to its guests that by opting to stay at our hotel, we are helping to make a difference on an environmental and sustainability level.
Currently we are working on getting certified by Green Key.
The Green Key certificate is a leading standard of excellence in the field of environmental responsibility and sustainable operation within the tourism industry.
This prestigious certificate represents a commitment that our adhere to the strict criteria stipulated by the Foundation for Environmental Education (FEE). Green Key stands for a promise to its guests that by opting to stay at our hotel, we are helping to make a difference on an environmental and sustainability level.
How do you balance the need to make a profit with the desire to provide a high quality guest experience?
Profit is of course important, but I do not believe that brilliant financial results can be achieved without high quality guest experience. This is why all our focus is clearly directed towards guests. Indeed, a happy guest is a guest that becomes loyal and will drive profit for the hotel.
I always encourage our managers to spend money the way if it was their own company. All expenses must be considered as an investment and not as an expense in itself. With this mentality, the balance is found easily.
Profit is of course important, but I do not believe that brilliant financial results can be achieved without high quality guest experience. This is why all our focus is clearly directed towards guests. Indeed, a happy guest is a guest that becomes loyal and will drive profit for the hotel.
I always encourage our managers to spend money the way if it was their own company. All expenses must be considered as an investment and not as an expense in itself. With this mentality, the balance is found easily.
A happy guest is a guest that becomes loyal and will drive profit for the hotel.
How do you deal with negative comments or reviews from guests and what steps do you take to resolve their concerns?
When a guest leaves a negative comment, it's already past the moment to prevent their dissatisfaction. Our approach is to address issues while guests are still on-site. We monitor and track problems daily, empowering every team member to resolve issues promptly and without hesitation. Our goal is for no guest to depart with a negative experience. This proactive stance demands intense focus but yields effective results. Visiting our social media channels, you'll find minimal negative feedback, a testament to our team's exceptional dedication.
How do you maintain a positive and productive work culture at your hotel, and what steps do you take to ensure your employees feel valued and supported?
Building a positive work culture is a very vast subject and requires a lot of attention daily. It is crucial for the employee engagement and is done through various elements:
When a guest leaves a negative comment, it's already past the moment to prevent their dissatisfaction. Our approach is to address issues while guests are still on-site. We monitor and track problems daily, empowering every team member to resolve issues promptly and without hesitation. Our goal is for no guest to depart with a negative experience. This proactive stance demands intense focus but yields effective results. Visiting our social media channels, you'll find minimal negative feedback, a testament to our team's exceptional dedication.
How do you maintain a positive and productive work culture at your hotel, and what steps do you take to ensure your employees feel valued and supported?
Building a positive work culture is a very vast subject and requires a lot of attention daily. It is crucial for the employee engagement and is done through various elements:
Clear Communication, Training and Development, Empowerment, Recognition and Rewards, Work-Life Balance, Team Building Activities, Feedback and Performance Mechanism & Managerial Support. By focusing on these aspects, we can cultivate a positive and productive work culture at our hotel
where employees feel valued, supported, and motivated to deliver exceptional service to guests. It is essential to regularly assess the effectiveness of these initiatives and adapt them as necessary to meet the evolving needs of our team.
Could you share any upcoming projects or plans for your hotel and what guests can expect in the coming months and years?
As you know, we are part of the Trilliant Business Park and the Office Towers are starting to operate.
At the end of 2025, both towers will be fully occupied with nearly 4’000 workers so we are working on synergies and how to serve these potential clients as many of our facilities will fit their needs: Meeting rooms, restaurants and bars, wellness club and of course rooms.
We have also identified some spaces in our building that can be converted into Event / Food & beverage areas, but I cannot tell you more at that stage.
Could you share any upcoming projects or plans for your hotel and what guests can expect in the coming months and years?
As you know, we are part of the Trilliant Business Park and the Office Towers are starting to operate.
At the end of 2025, both towers will be fully occupied with nearly 4’000 workers so we are working on synergies and how to serve these potential clients as many of our facilities will fit their needs: Meeting rooms, restaurants and bars, wellness club and of course rooms.
We have also identified some spaces in our building that can be converted into Event / Food & beverage areas, but I cannot tell you more at that stage.
Stay tuned and you will notice some incredible additions in the coming year.