Today, we're learning how Jennifer Curtin, GM of The Beatrice in Providence, Rhode Island, led this hotel to the top of TripAdvisor's rankings for Providence and earned it a spot among the best hotels in the Northeast United States, according to Condé Nast Traveler.
Here are a few takeaways from our conversation today on the Hospitality Daily Podcast (listen on Apple Podcasts or Spotify):
1) Team First, Guests Second: While prioritizing the happiness and well-being of your staff above the guests might seem counterintuitive in hospitality, it’s the secret sauce for ultimately providing exceptional guest experiences.
2) Forget Formal Experience: Instead of valuing candidates with a long history in specific roles, look for those with potential, adaptability, and the right attitude. Fresh perspectives can level up your service.
3) Suits Can Boost Confidence: The idea of having a formal dress code could be seen as old-fashioned or overly formal, but it can instill confidence and uphold a brand image.
4) “On-Stage” Mindset: Encouraging staff to view their roles as performers on a stage emphasizes the importance of each employee in creating memorable experiences.
5) Inspiration over Supervision: Providing reading material and encouraging self-education among staff during downtime allows your team to improve and thrive - and feel self-motivated doing so.
6) Embrace the Unhappy Employee: Actively seeking employees dissatisfied with their current jobs might seem risky, but it can uncover passionate people just looking for the right environment to thrive.
7) Conduct Unexpected Interviews: Using unconventional interview questions to gauge a candidate's problem-solving skills and personality can also reveal their ability to think on their feet, a crucial skill in hospitality.
8) Increase Casual Check-ins: Frequent, informal one-on-ones may be more effective in understanding and addressing team members' needs and ambitions compared to traditional, formal performance reviews.
9) Community Collaboration Over Competition: Actively working with and promoting other local businesses and the community can create a richer guest experience that extends beyond the hotel’s doors.
👉 Let me know in the comments: What resonated here with you?
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