Organizations leaders have lots of pressure to make the "right thing", chose "right product and services" and deploy the "right strategies" within the teams that will allow company growth year after year.
Not to mention bout the discrepancies that emerge along the way, especially in a large and messy process, such as pre-openings, re-branding, or when re-thinking the business model.
Furthermore nowadays with AI, AR, and all the alternatives emerging in terms of booking sources and easier processes, alternative accommodation products and experiences, trends...in conclusion we are living through an era of measure disruption that forces the business to change, adjust or die.
Thus, to create value in the industry, we have to audit our strategies and daily operations and ensure we have purpose-driven teams and value-based decision-making leaders.
Never Assume. "Never assume that Mrs. Smith wants a cake for her birthday", never assume the information we have is up to date, never assume actions are ticked and therefore done. Never assume your employee is felt rewarded, safe, and valued, ask. Never assume they have all the tools, training, etc they need, ask.
Genuine Appreciation. Appreciate the guest who have chosen your property, appreciate genuinely your employee, is giving to you their most precious asset, their time.
Observe and listen. Observe guest behavior and think about solutions before they ask for them. Observe your team and listen to their training needs and aspirations to achieve their career fulfillment.
Think and execute based on long-term strategies. Taking accountability for every investment plan and project considering environmental, social and governance criteria is crucial and key for the world challenges we are facing nowadays. Especially in hospitality, that its activity depends on natural resources. Natural disasters, weather conditions, involuntary migrations, political conflicts, and water scarcity, we have to debate the impact and likelihood and start creating operational standardizing processes and global business strategies to achieve generative business.
Deploy empathy. You never know if you do not ask. The underperformance of someone's employees may be linked to a fact that someone in his/her family at the hospital. You never know. To create an environment where everyone feels safe to say how they feel or what resources they need to do the work they have to do. The same with your guest maybe is having a real bad time, or it is surpassed by work and business issues.
Gather data to build a generative culture. Not only accomplishing KPIs matters, training people in other fields, not only the technical stuff, on your CRM or PMS. Collect data to help people to be at their natural best and reward innovative capabilities, instead of focusing on the next quarter to think about next generations.
Spend time every day on your purpose, mission, and vision. When we practice empathy at the workplace, we work on people-centric-innovation, it happens to create an environment that will help thrive teams over adversities and help understand the company's purpose and work to achieve the vision.
Dedicate time to reward small milestones and achievements. For employees and Customers. Celebrate the achievements of your employees and always reward them. Customers wise, knowing what brands they like and use, wine preferences, food, and dietary requirements, room nights spent, events celebrated, etc. You do something valuable for that person or company.
I am always willing to learn, putting people first. That is why this oxymoron, the "grandma's house" with the terminology "asset", at your grandmother's house you will always have a place to sleep well, will be a warm welcome, and served good food, made with love. If we take that essence into the hospitality industry we can bring the most value to customers and employees, caring and putting people always first. And only by doing so shareholders will maximize returns on their investments and assets.
The excellence and best service are always about quality above quantity, that will bring the most value for your employees and guests, it is the way you touch people's lives not about the room they chose or the years they have been working for you.
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