The Kona Hotel is owned and managed by Ernest Ndomahina. He has a passion for his country’s optimal recovery from the recent civil wars and has employed staff in his various companies that were traumatized by the conflicts, both rebels and citizens. He is rehabilitating them gradually, as they have steady employment. I spent quality time with Ernest one evening, and he listened to Danny’s Heart Power session for our Mission Trip. It gave him such encouragement that he took the DVD and listened to it again at home and then was preparing to share it with his staff. Consequently, Ernest is looking forward to joining Danny in his weekly motivational Skype conferences and signed up as our first Sierra Leonean KBNF member!
I found that the staff were very solemn in their duties, and it was seldom that you observed them smiling. So I took it upon myself to tell them that they have a million dollar gift, their smile!!! That got their attention and by the time of my departure five days later, they were smiling animatedly. I was given 30 minutes to share with the staff on my final day, and the topics requested were on how to treat customers and how to handle complaints. I spoke on how everyone from the security officer to the doorman, receptionist and housekeepers, to the restaurant staff all should offer pleasant smiles often, both in person and on the phone, and make the visitor feel most welcome and desirous of returning. I gave them nuggets on how to handle complaints forthrightly, transparently and caringly. I gave them Danny’s principles on “watering your camels,” going above and beyond the call of duty to serve with your heart. And finally, I gave them the story of “First Impressions.” They appeared to thoroughly enjoy the session.