Tips For You
Leadership: Push Back Is An Opportunity
As a leader, understand that whenever you introduce change, some resistance is inevitable. The key is to understand the reasons behind the pushback and communicate in a way that makes your team feel heard, valued, and secure.
This leadership transition will likely be your first major challenge—but it is also your greatest opportunity. It creates a window to build trust, strengthen relationships, and establish a shared understanding of your vision.
When people trust their leader and feel connected to the purpose behind the change, they are far more likely to embrace the vision and help bring it to life.
Meeting Expectation Is The Norm: Are You The Norm?
Many hospitality establishments can meet guest expectations. What truly sets a property apart is its ability to exceed them. Meeting expectations is standard—exceeding them creates memorable experiences and lasting impressions.
By training your front desk team to identify the purpose of a guest's stay, you unlock opportunities to deliver personalized service. Whether a guest is celebrating an anniversary, birthday, or other special occasion, thoughtful touches such as flowers, a bottle of champagne, or a handwritten card can transform an ordinary stay into an unforgettable one.
It's these small, meaningful gestures that create emotional connections, inspire guest loyalty, and distinguish your property from the competition.
Breakfast: A Game Changing Opportunity
Breakfast is one of the best opportunities for hotel team members to connect with guests, gather valuable feedback, and address concerns before they impact the overall experience.
A simple conversation during breakfast can turn a "good" stay into an exceptional one, transforming survey scores from a 9 to a 10 or from satisfactory to outstanding.
Guest loyalty is often built through small, thoughtful interactions. Taking the time to engage with guests, anticipate their needs, and resolve concerns can make all the difference in how they remember their stay and your property.