Graton Resort & Casino’s Post

The Fundamentals of Hospitality: Celebrate Success Always! Our industry moves at a ferocious pace. Guests come and go, months fly by, targets keep us busy, and it can often be a new year before we know it! We often get caught up with a focus on the next day, the next target, or the next milestone, and we forget to celebrate. Every win is a win, and taking time to measure backward is just as important as looking forward. Never forget the progress you have made as an individual and team, whether big or small. Spending time to celebrate wins is fundamental in building a strong, high-performing and motivated team in the long run! #TheFundamentalsofHospitality #Celebrate #Wins

@Union Square Hospitality Group CEO @Danny Meyer’s comment, “don’t put your customer first,” may seem counterintuitive – and raise some eyebrows at the same time. But is this really a better way of doing business? With plans to have dinner at Gramercy Tavern while visiting my son, who’s a chef in Manhattan, I wanted to learn about why he chose this restaurant. In researching the restaurant to learn about their great food, one of the first videos I found on YouTube was Danny Meyer, sharing his workplace culture’s secret ingredient for his success. His management style: put employees first, customers second. The allure of eating at a Michelin Star and James Beard-awarded restaurant is what is getting customers in the door. What is keeping them coming back and spreading the news of their experiences? This is where I believe employers need to hone in on Mr. Meyer’s message - the service and experience they receive upon entering the doors is key to the success of any great restaurant, or business, i.e. employees are your greatest asset. Hiring for skills and qualifications can be quite easy. Many skill-based assessments are out there, and employers know what they need to have a job completed. The Millennial and GenZ  generations demand an organization that respects them and not just as a means to an end. How can employers capitalize on this motivation of employees? Strategic human capital management (HCM) is the answer. Being an integral piece of the value proposition, employees are motivated to move a business’ mission forward. Being able to hire for a cultural fit is the piece of the pie many employers are overlooking. But the results and ROI speak for themselves: new and returning customers, lower turnover, and greater revenue. Mr. Meyer’s strategy is certainly an example to follow. #HR #HumanResources #Humancapitalmanagement #companyculture 

Getting recognized within the Team is the biggest achievement in itself. Most of the time in the hospitality industry we forget to recognize our own team members, until and unless you are mentioned in guest comments/praises. Internal recognition is very important as it helps you not only like your job more but also you know how strong is the Executive Team. #hilton #team #teambuilding #teamculture #teamdevelopment #hilton #bestplacestowork2023

Spring is in full swing (Almost Halfway Over 😨), and if you haven't done any "Spring Cleaning" for your property yet, SOARR has got you covered! Our leadership team has curated the "Top 5 Spring Cleaning Must-Do's" for any hotel... At SOARR, we were created BY Hoteliers, FOR Hoteliers. We understand that OTA Revenue Recovery SHOULDN'T be your #1 priority, but we also know it DOES deserve hyper-focused attention. SOARR Services - OTA Revenue Recovery #HospitalityOperations #Hospitality #HotelSpringCleaning #HotelRevenueBoost

⚠️ I might get a lot of pushback for this but here goes... We need to get our priorities straight in the hospitality industry. The companies that put their focus on their people first have thriving cultures. The companies that don't have a revolving door of employees. Who shares my perspective? ✋ #restaurant#hospitality

A very accurate summary of what hospitality in Scotland means .

“You can't schedule your career.” It's a superb reminder to remain open-minded to opportunities and paths that life may lead you down. Careers don't have to be a linear path, and sometimes the most unexpected opportunities can lead to the most rewarding experiences. Stay curious, stay open-minded, and embrace the unexpected. #careerdevelopment #professionalgrowth #opportunities #staycurious

🐾 Almost everyone in the #CX industry has heard stories about Chewy's response when customers cancel shipments because a pet has passed. As Will Guidara points out, customers do not appreciate it any less just because it is a routine behavior for Chewy. 👍🏻 He also points out that it is possible to operationalize creativity and empathy, even on a large scale, in a big company with hundreds or thousands of employees. Two things are required; the first is empowering employees and providing them the resources to do the right thing at the right time. 📊 The second, I think, is firmly in the grasp of every company: identifying the customer behavior patterns and addressing those moments with intention. We are drowning in a sea of data: #VOC, #NPS, #CSAT, social media, customer chat, qualitative and quantitative research, etc. Unfortunately, many times, that data sits in silos or is distilled down to one number. Instead, it should be used to provide a holistic view of customers so that issues can be identified and addressed, consistently exceptional experiences can be delivered, and creative solutions can implemented when it is most impactful for the customer. Your #CustomerExperience should be intentional and thoughtful; your use of data should be, too.

You can create not just customers but enthusiastic ambassadors, evangelists even, for life with simple, inexpensive gestures. Here's how we've seen this effectively built into systems: Give employees a dollar amount each month to use at their discretion with the only requirement or instruction being: blow someone's mind Systemize and make a habit of taking notes, and not just of next steps or action items, of EVERYTHING. Use Notion or something that allows those to be easily catalogued and turned into actions. For example, a client made a pun on a call and later referenced how much they loved Abba. It got noted in their profile and I created a task that went into their project management action list. Every email subject line I sent after that was an Abba song pun. Do these things for your employees also to establish it as just normal behavior in your culture. Make it a game and anytime you're reviewing numbers also review stories. Build a company canon of stories.

This book was gifted to me to explore how I can implement #unreasonablehospitality into our business culture. It was a great read. Not only did it allow me to reflect on how I currently operate, it gave me focus on how to incorporate this concept into my corporate day to day. This story is yet another example of how it can be done.