A recent opportunity to meet with Dylan Counsel, the General Manager of the InterContinental Hua Hin Resort, provided some insights about why Thai hospitality receives such great reviews.
Dylan says the service minded ethos of Thai people in the industry seems to come instinctively. His returning guests often say that experiencing ‘Thainess’, both at the resort and when out and about, is a main reason they keep coming to Thailand.
That ethos makes his job so much easier; international guests just love to be here. Staff training can be provided to ensure the practical needs of the guests are met, but offering real Thai hospitality with a genuine smile just comes naturally.
Dylan’s own passion for the hospitality industry has also comes very naturally. He recounts how his career path was set at the tender age of 13 after some casual work at a hotel close to his family home in the Australian city of Melbourne. The work was just the menial tasks of a kitchen hand or gardening assistant, but that exposure to the hospitality lifestyle quickly made up his mind.
To pursue his chosen career and lifestyle meant tertiary studies in hospitality and then venturing overseas with initial positions in Thailand, Bali and the Maldives. Thailand soon became the destination of choice; he’s been based here for around 17 years, first coming to Hua Hin 10 years ago. Dylan says that both his career and living in Thailand is his lifestyle choice, one he relishes everyday.
Dylan’s substantive position is the General Manager of the Holiday Inn, but a recent move by the previous InterCon General Manager Michael Janssen to Koh Samui, means he currently has responsibility for both properties. He’s also been busy managing some big changes at the InterCon in recent times.
Sitting with Dylan at the pool terrace overlooking the ocean now includes a glimpse of two new additions to the property. Jaras Restaurant and Coco Bar now also share this vista. They now offer a very modern take on Thai cuisine with a chic and sophisticated restaurant and bar; but that’s another story.
There are also new developments across Phetchakasim Road at the InterCon Blúport wing. Facilities there will soon have a dog-friendly approach to attract pooch-loving guests; yet another untold story.
Our conversation with Dylan inevitability led to a discussion of Covid-19 health and safety requirements. The Resort needed to manage the infection of fifteen staff members some ten days before our meeting, a situation which Dylan says really demonstrated the InterCon’s commitment to safeguarding the health and safety of both guests and staff.
The resort had already been thoroughly assessed to be carefully complying with Thailand’s Safety and Health Administration SHA+ PLUS requirements, a certification now reconfirmed with a complete audit conducted by health authorities immediately after being notified of the situation.
Along with all the 220 InterCon’s staff members, those concerned had been double vaccinated, with their condition not including severe symptoms and the majority remaining asymptomatic. The resort management maintains daily contact with these now absent ‘team members’; their return to duty is still several weeks away.
These infections clearly demonstrate the virulence of the coronavirus. Apart from 100% staff vaccinations, even with the most stringent safeguards in place, including regular sanitising, the use of facemasks and distancing requirements, there remains no guarantee for any business that infections will not occur. The IntertCon also follows the corporate ‘IHB Way of Clean’ program with standards in excess of the SHA+ PLUS requirements.
The early detection was due to the InterCon’s very proactive approach to testing. That vigilant approach continues with all staff being tested on arrival everyday. In contrast with other publicised Covid-19 scenarios, this response was rapid, open and according to world-wide best practice, resulting in the best possible outcome.
Dylan says the feedback from guests and those with forward bookings has been very positive with thanks both for the open and timely communication and the resort’s resolute management approach.
The InterCon remains open for business with Dylan eagerly awaiting news of the Hua Hin Recharge project being implements and the associated requirements. The resort has no plans to independently introduce vaccination requirements for guests but, as always, will carefully follow any government or health department regulations.
Our thanks to Dylan Counsel for his welcoming and non-defensive response in difficult circumstances. We hope to be back at the InterCon Resort soon with many more stories to be told.
