On the heart of the business
There are many ways in our business to be proactive and innovate as part of the broader mindset. One important aspect that will never go away, though, and will become even more important with a more digitalized world, is the personal touch, the competence of the employees, inspiring leadership, and the ability and willingness to create exceptional memories.
On the environment you create
Everyone needs to constantly be thinking about how the customer’s experience would be without any furniture, without any artwork on the walls or a beautiful view. How would the guest experience the hotel if it solely relied on the interactions with the staff?
On engaging with guests
At every experience point an employee should take the first step to engage with guests empathically to welcome and assist them. Think of hoteliers as if they are carrying guests on a soft pillow throughout their stay. The expert hotelier makes the guest feel like they are the most important person in the world, protected and safe.
On inspiring your team
People will never forget when you voluntarily step forward, support, contribute and assist others. It can be simple things, like giving a lending hand to one of your server colleagues, a housekeeper who is in need of more supplies that you can quickly fetch for them, or anyone who would love to see you because you naturally make them feel good about themselves.
On career decisions
Do not get distracted by a great offer with more responsibilities and higher pay if it does not fit in your development plan…To achieve your fullest potential based on your personal brand, your vision and mission, you absolutely need to join the company that can support you in your quest to achieve your goals.
I want you to have the courage to think differently and to speak up. Creativity means failing from time to time as well, but that should not deter you or anyone from continuing to try out new ideas. The more you do it, the better you will become.