Shaping how well we execute service to our guests is a primary function of hotel and restaurant training. From the front of house to the back, and the first floor to the top floor, we support our teams on the path to guest experience and financial rewards.
The Mille Club: Your sense of arrival Is critical
First impressions count. Scratch that; they are everything. Mille Club member hotels not only given them some thought but make them perfect, which requires an ongoing effort.
Staff are people too
Changing the mindset to consider ‘staff as people too’ could have a significant impact on the creation of guests experiences and at the same time enrich the role of your people to beyond that of just staff.
The relationship between employee experience and customer experience
Creating an environment where your employees are motivated and inspired is the first step to going above and beyond for your customers.
What’s missing with hotel labor planning tools?
Budgets, Forecasts, Schedules and Variance Analysis all need to be geared to the same measure. It all boils down to the volume of business and the hours worked and how can we get just a little better tomorrow.
We must stop saying people are our most important assets (and actually believe it to be true)
If we believe that our staff or our most important asset, why do we always only account for them as a cost?
Is your organizational climate killing you?
Bad organizational climate leads to absenteeism, increased number of sick leaves, wastage of a multitude of man hours, loss in yield – both individual and collective, and a sharp blow to the bottom line.
Two degrees of separation: know the skills of your hotel staff
Attracting skilled people to hospitality for non-service positions is not easy, so use the resources you have that are close to you and discover what hidden talents, experience, and education you might have right under your nose.
Surefire ways to kill your business and reputation
Business is built on trust inculcated in the customer for the products the businesses sell. The success factor of any business depends on the brand value that the business promises to deliver to the guest. This value is always defined from the perspective of the guest.
Losing great people is not an option!
Once associates are a part of your team, you are, whether you like it or not, financially and emotionally invested in their future. So, you should do your utmost to ensure that this investment doesnÕt slip away.
