Eric Piatti: Hospitality Maestro in Action Infusing Passion and Expertise

Eric Piatti | General Manager | Dusit Thani Laguna Singapore
Eric Piatti | General Manager | Dusit Thani Laguna Singapore

Dusit Thani Laguna Singapore believes in people as the essence of luxury hospitality is one that puts the needs and wants of its guests first. Eric Piatti, a seasoned General Manager is executing the belief that the quality of the experience is determined by the people who create it, from the front-line staff to the management team.

Eric advocates employee engagement, customer-centricity and tech adoption in the realm of hospitality. Assertive, competitive and result-oriented, Eric excels as an innovative problem solver, leading teams through empowerment and fostering succession strategies in diverse cultural environments. His ambition to contribute to innovative projects within a conducive environment makes him a valuable asset.

Eric’s expertise shines at Dusit Thani Laguna Singapore, an urban luxury resort and championship golf destination. With exceptional facilities, luxurious rooms and Thai-inspired hospitality, it’s a place where careers flourish.

Let’s explore Eric’s leadership approach for the team that exceeds expectations and empowers its members!

How do you uphold Dusit Thani Laguna’s luxury and quality standards?

As the General Manager of Dusit Thani Laguna Singapore, I take immense pride in our hotel’s reputation for luxury and world-class amenities. Upholding quality and service is our foundation.

To ensure exceptional experiences, we invest in staff training, enabling personalized service. Guest feedback guides our improvements. Robust quality programs assure meticulous attention, creating lasting memories. Sustainability matters—our ‘Tree of Life’ initiative focuses on positive impacts. Collaboratively, our team embodies Thai hospitality, delivering seamless service.

With a commitment to excellence, we eagerly await the chance to provide you with an unforgettable stay at Dusit Thani Laguna Singapore. Your trust means everything to us.

In your opinion, what sets Dusit Thani Laguna apart from other luxury resorts in the region? How do you stay competitive in the market?

I believe that several factors set our resort apart from other luxury properties in the region:

  • Authentic Thai Hospitality: Being a part of the renowned Dusit Thani brand, we are committed to delivering the warm and gracious service that Thailand is known for.
  • Tranquil Location: Our resort’s serene and picturesque location within the Laguna National Golf Resort Club offers a peaceful and rejuvenating environment for guests.
  • World-Class Amenities: We pride ourselves on offering a comprehensive range of world-class amenities and facilities to cater to the diverse needs and preferences of our guests.
  • Sustainable Practices: Being committed to sustainability and responsible tourism, our environmentally friendly initiatives and community engagement efforts distinguish us as a resort that cares about the well-being of the planet and the local community.

To stay competitive in the market, we continuously focus on the following strategies:

  • Guest-Centric Approach: We place our guests at the heart of everything we do and their satisfaction is our top priority.
  • Continuous Innovation: We embrace innovation and keep abreast of industry trends to offer cutting-edge services and amenities that enhance the guest experience.
  • Talent Development: We invest in team members’ professional growth and foster a culture of excellence and dedication to service, which translates into exceptional experiences for our guests.
  • Marketing and Branding: We engage in strategic marketing and branding initiatives to showcase our unique attributes and effectively communicate our value proposition to potential guests.

What strategies do you employ to enhance guest satisfaction and create memorable experiences for them during their stay at Dusit Thani Laguna?

Our strategies for guest satisfaction and memorable stays:

  • Personalized Care: Treating each guest uniquely, our team understands preferences for tailored experiences.
  • Genuine Thai Warmth: Part of Dusit Thani, we ensure authentic Thai hospitality through genuine care and kindness.
  • Enriching Exploration: Curating cultural, local and recreational experiences for guests to immerse in at Dusit Thani Laguna Singapore.

How do you promote a positive work culture and ensure effective communication among the staff members at Dusit Thani Laguna?

Promoting a healthy work culture among the team members helps maintain efficiency and we ensure that through the following:

  • Open Communication: Transparent channels, including meetings and feedback sessions, foster inclusivity, enabling all team members to contribute to the hotel’s success.
  • Training for Growth: Continuous training enriches skills and values, enhancing job satisfaction and exceptional service.
  • Unified Collaboration: Cross-department collaboration dismantles barriers, ensuring a seamless guest experience and robust communication.
  • Empowerment: Staff autonomy promotes proactive solutions, elevating confidence and ownership.

How does Dusit Thani Laguna prioritize sustainability in its operations and incorporate these principles daily?

We are committed to being responsible stewards of our environment and have implemented several initiatives to promote sustainability.

  • Environmental Responsibility: With a commitment to sustainability, we’ve undertaken multiple initiatives.
  • Efficient Energy Use: Our property embraces energy-efficient tech, LED lights, motion sensors and energy-saving appliances to lower consumption.
  • Water Wise: Through low-flow fixtures, efficient landscaping and leak checks, we’re actively conserving water.
  • Waste Management: Recycling for paper, plastic, glass and more is integral. Guest and staff engagement strengthens our recycling efforts.
  • Greener Operations: Eco-friendly cleaning, reducing single-use plastics and sustainable menus mark our operational practices.

How do you leverage technology to improve operational efficiency and enhance the guest experience at Dusit Thani Laguna?

At Dusit Thani Laguna Singapore, we recognize the importance of technology in the hospitality industry and actively leverage it to enhance operational efficiency and elevate the guest experience. Here are some ways we utilize technology:

  • Seamless Check-In and Check-Out: Digital check-in and check-out via mobile devices streamline processes, reducing wait times for a seamless guest experience.
  • Dusit App: Our mobile concierge offers guests easy access to facility details, local attractions, dining options, and more, placing essential information at their fingertips.
  • Contactless Payments: Contactless payment choices ensure secure transactions without physical contact, enhancing both convenience and safety, especially in current times.
  • Data Analytics: Data analytics provide insights into guest preferences, enabling personalized experiences and offerings that elevate guest satisfaction.

What are your short-term and long-term goals for Dusit Thani Laguna under your leadership? How do you plan to achieve them?

Building & retaining a winning team remains the objective to ensure consistency in quality, further grow the momentum of the property and its market penetration. Capitalizing on our facilities and our wellness expertise, we are extending our Dusit well-being program to our team members aiming to provide a leading work life balance in hospitality in Singapore.

How do you keep up with hospitality trends? How does Dusit Thani Laguna stay innovative in a changing market?

In Singapore, the dynamic STB and SHA offer innovative solutions. Embracing innovation from pre-opening, we’ve gone paperless for admin and guest processes. Virtual check-in, check-out and in-room services via the DusitSG App are key 2020 innovations.

Dusit International’s Tree of Life sustainability program sets us apart, including species protection, plastic reduction and upcoming food waste composting and solar energy initiatives. Aligned with brand pillars, we prioritize locality, well-being, sustainability and personalized service.

What are the key challenges you anticipate facing as the General Manager of Dusit Thani Laguna in the coming years and how do you plan to address them?

Hospitality has to become more attractive and regain its glamour among younger generations. Work-life balance is essential and our well-being program is here to set the framework. Appreciation, development, recognition and rewards must be omnipresent.

Remuneration adjustment with other industries is essential and automation is part of the solution to optimize/ streamline processes to allow more quality time for customer-facing team members with our guests.

Talent development and career path within the industry is possible and a must. Hospitality leadership, management companies and owners will need to invest in talents more consistently.

How do you measure the success of your leadership and the overall performance of Dusit Thani Laguna?

Defining my leadership style is paramount, as it shapes every team interaction. I firmly embrace trust, empowerment and coaching, a philosophy I imbibed during my culinary apprenticeship in Switzerland. This approach has resonated globally and proven effective.

Empowering my team is vital—70% interact with customers, needing autonomy to meet their expectations. Empowerment fuels engagement, pivotal in luxury contexts. While perhaps not entirely scientific, the ultimate affirmation lies in team members returning. This demands time, resilience and dedication, particularly in a new property’s context, yet the rewards for a leader are immeasurable.