EMPOWERING YOUR STAFF TO PROVIDE AN EXCEPTIONAL GUEST EXPERIENCE
Get your teams connected, cohesive with less conflict
Reduce non-productive conflict, foster a “yes, and” mindset so staff go out of their way to help others, and witness natural collaborations emerge. This is particularly between teams, and also between management and staff.
Expand that team connection towards guests
Applying acquired interpersonal skills in challenging scenarios (e.g., handling refund requests, addressing meal concerns) and positive scenarios (e.g., receiving compliments, connecting with guests, going the extra mile) minimises conflicts and enhances the hotel’s relationship with guests.
See the results impact costs, revenue and productivity
Among many of the observed changes you may see are: departmental efficiency, increased guest satisfaction + number of compliments, higher levels of internal conversation, the effect on any EMS ratings such as ‘Overall Score’ and more.
“The best way to win new customers is to give your existing customers an amazing experience.” – Richard Branson
HOW HIGH-LEVEL CONNECTION IS KEY TO COST REDUCTION, REVENUE AND BEING UNIQUE.
“Fix the team members and it will be an amazing experience”
Not all reviews about poor service are 1-star or just from the loudest and easiest-annoyed. There is nothing stopping your hotel from having present/in the moment personally connected Reception or F&B staff 24/7.
Whether you’re a mId-scale or luxury hotel, when management authentically employs LAB (Listening, Accepting and Building on ideas) with their staff, trust builds. Especially when staff see they are part of the change.
When staff have the permission to speak up, their ideas taken seriously, and they have freedom to veer off the script when necessary and return when the deviation is no longer required, staff reciprocate. You see it in staff giving extra to each other, making their job more efficient, exchanging knowledge more freely, ‘blocking’ fewer ideas, and stepping into a leadership mindset rather than a pay-cheque/”I just work here” silo mindset.
On the ground, staff taking in LAB and ‘hospitality of the heart’ more strongly find it easier to inhabit the mind of the guest, be in their ‘flow’ and uncovering their perspective of value. Warmth and honest smiles come more organically. Guests notice this.
Guests then excuse the hotel more, and this reduces guest-staff conflict. Staff have more job satisfaction and less stress. And this aligns the needs of the hotel and its staff. You will receive better word of mouth and reviews, with a positive effect on increased bookings.
This applies to current and future onboarded staff.
HOW TO GET THERE
BLEND PEOPLE TRAINING WITH PHYSICAL TRAINING
Human-skills training makes any RSA, First Aid, Fire Warden etc. relevant to its application. You can’t serve a good cocktail if the personal connection to the patron is poor.
CREATE A SPACE WHERE MISTAKES ARE ACCEPTED
When staff feel safe in accepting they’ve made a mistake, and not share blame/hog credit, then systemic inefficiencies can be weeded out. This space, however, takes time to develop, and to overcome cynicism and personal job protection.
GIVE STAFF THE ABILITY TO INHABIT VARIOUS MINDSTATES
Engaging staff in practical role-plays creates a secure environment for them to embody roles outside of their own, like guests, managers, or housekeepers. This enables them to handle challenging situations more effectively in real-time, fostering empathy for different perspectives and statuses, and the flexibility to assume leadership or follower roles with less dependency on approval.
UNIVERSAL PROBLEM #1:
Dealing with unpleasant guests
ISSUE: At 1am, a guest (Jan) complains that they didn’t pay for a room with a bed that’s too hard, and they can’t sleep. So they would like to move to another room, please.
THREAT: No new room? “A one-star rating on TripAdvisor!”
HOW IT RESOLVES: The concierge (Bob) knows that battling or defending the hotel will escalate the situation. So, Bob takes the initiative. Through conversations aimed at conflict resolution, Bob enters Jan’s way of thinking while withholding judgement, reflecting Jan’s concerns. Bob then works with Jan to achieve a solution with them.
OUTCOME: The edge comes off Jan’s anger, as she feels heard by Bob who made her look good. In turn, Bob has a much easier night, and will more likely enjoy his shifts, and job more
Your night staff end up less stressed, and therefore have better coping mechanisms to deal with other guests. Guest satisfaction increases.
UNIVERSAL PROBLEM #2:
Irritated restaurant patron
ISSUE: A patron, on a tight schedule and requiring timely service, shows their frustration and visible agitation due to delays in receiving food and beverages, with the imperative to be at the theater in 30 minutes.
THREAT: The patron indicates they could lodge a formal complaint with the manager.
HOW IT RESOLVES: F&B bar staff use LAB (particularly listening and accepting) through the device of “yes, and”, sit comfortably in creatively solving the issue. They communicate transparently with the patron, explaining any potential delays and offering alternatives while maintaining a positive and accommodating tone.
OUTCOME: Through swift and in-the-moment active listening, staff adeptly addressed the impatient patron’s concerns, utilizing the patron’s language in their discussions. This defused the conflict within minutes, leading to the patron complimenting the bar staff for their prompt service. The situation, which had the potential to be challenging, transformed into a positive and memorable experience for the patron. This not only fostered customer loyalty but also played a role in contributing to the restaurant’s overall success.
As staff get accustomed to using LAB on all guests or patrons, they can easily flow in with how guests are feeling, and take on the guest’s emotions less. This makes work more interesting, and gives the joy of seeing an issue resolved, and knowing they have had a positive effect on someone.
OUR OFFERS TAILORED TO HOSPITALITY.
In three 90-minute team communication sessions, we lay the foundation for a connected workforce that listens, accepts and builds on each others ideas, thus reducing conflict and engaging different ways of thinking. Very good for inter-department connection. ▶︎
We engage in collaboration with both guest-facing staff and decision-makers to establish a robust culture within the hotel or club. This includes implementing processes to ensure resilience in the face of any challenges or disruptions. ▶︎
We listen to changes you need to make ➠ find the ROI ➠ collaborate on a tailored program ➠ conduct program ➠ measure results ➠ resolve the issue and see the changes