Our topic for this episode is what I like to call, the Service Eyes of a Guest. We constantly work on running our operation, developing our staff, supporting our standards, and reading our reviews. But how often do we really stop, and think about things through the eyes of our paying Guests? For this topic, we will enjoy considering this point of view and explore why we should consider their perspective more often…

Episode 10 takes time to remind Service Professionals that our focus should be directly related to our guests, both internal and external, rather than worrying about rating organizations. Although it is exciting to earn awards through the various organizations, we need to remember that "it's not about the stars & diamonds!" Instead, it is all about our properties culture of service and what kind of service our paying guests want and expect.

Our episode for July explores the topic of how to properly Welcome and On Board the newest members of your team. Each and every day, we ask our Service Professionals to provide exceptional experiences for our Guests. But perhaps that would be a stronger message and expectation, if we did the exact same thing, for a newly hired person from their very first day all the way through day-90….and beyond!

Episode 12 takes us back to basic levels of service that I like to call ‘Hospitality 101.’ Over the last several years, this is a topic that the majority of my clients & peers ask me to share with their service professionals. Together, we will explore these basics, that a Guest wants to receive, perfectly and consistently. And I will even pose a challenge; can you always achieve a perfect score with regards to these basic steps of service?

With so many standards and steps of service, we need a way to simplify things. Thus, I created an acronym to help apply to just about any service standard. Service Professionals should consider the A.R.T. of Luxury Service; be Authentic, Refined, and Thoughtful. In this episode, we highlight these steps and give suggestions for first, wowing our guest, and second, doing well on service audits or inspections.

Episode Eight tells the story of my first publication about the four cultures of the top hotels in the world; brand, destination (location), service, and development. While these are based on the opinions of my experiences and travels, it is all based on the hundreds of properties I have been able to visit and partner with. These are the four things that I consistently see from the properties, that really bring to life the best guest experiences.

Our latest episode shares a simple approach to continuous learning within your property; a way to have a focus each week and a theme each month.  

Leaders and Trainers can benefit from having a single standard to emphasize on a weekly basis that can and should be department specific. This helps to drive home the expectation and ensure that the learning occurs through repetition. 

To add even more development within your hospitality organization, a monthly topic or theme could be implemented. These should be broad enough to impact every member of the team and if every department is working on this theme together, it should create unity (that we are all in it together and we all are moving in the same direction). 

Episode Six is regarding one of my favorite topics which shares details on how to welcome and on-board new staff, into your property. These days, training needs to be as much of an experience as the ways in which we deliver service to our guests. It also has to be simple and digestible for the new staff. We explore these items and highlight three ways to support the first 90-days of learning;

Policies, Technical Skills & Knowledge, and Service Standards.