Five-star leaders share many of the same qualities. One such quality is they believe that their team CAN be great. And that greatness is tied to the leaders’ high expectations. Low expectations promote average and low performance, while high expectations promote high performance. Period. Blaming staff I’ve heard many managers
Employees often feel constrained by their job titles. Doormen should mainly open doors, massage therapists should mainly give massage treatments, and room attendants should mainly clean rooms. This type of constraint can inhibit the potential creativity and zeal that employees experience in their jobs. I’ve held close to 20 different
Appreciate where you are, but imagine where you could be. That is the mantra of continuous improvement. World-class hotels, restaurants, and spas are never content with the status-quo. Good is not good enough. They believe that running an exceptional operation is like studying for a 100% on a test; they
When I was hired over a decade ago to join a hotel, the general manager told me that if in 6-months the team was not better as a result of me being hired, then I’ve failed. Wow, what pressure! He explained that, just like on a sports team, the primary
What is the difference between the doorman opening the hotel’s door and the doorman providing a welcoming experience? Or what is the difference between the housekeeper changing the bed sheets and the housekeeper ensuring that the guest has a clean, comfortable bed to sleep in? Some people may say they
A few years ago, I wrote an article entitled Engage every customer, one touchpoint at a time. The basic message was that the entire customer experience is comprised of several touchpoints. A touchpoint is any interaction between a customer and your business. For each touchpoint, you could either make a
Every team has three types of employees…those who are hearing it, believing it, and living it. My hope is that by the end of this article, you will have a firm grasp on which group of employees has the greatest potential to help the team reach its goal of being
The term “service professional” is universal. It is just as applicable to the hotel industry as it is to the healthcare industry and to the taxi industry.
Particularly, I was privileged to have been “roomed” by the most professional and genuine bellman I have ever met.
Working like you own it means that you take pride in your work, and will never allow yourself to give anything less than excellence every time.
A few years ago, I wrote an article entitled, “The Greatest Bellman I ever Met”. It was about a bellman that amazed me with his warmth, class, and professionalism. This bellman was not interested in just serving; he was committed to providing an engaging service experience. I could literally hear
In my travels all over our great country and across the world, I have been fortunate enough to meet some fantastic people, dine in wonderful restaurants, and stay in worldclass (and not so world-class) hotels. No matter where I am or how “acclaimed” the service experience promises to be, one
