John C. Stukes’ Post

I spent a lifetime working in hospitality. My first paying job besides shoveling snow was as a waitress at a country club in Chicago. Serving luxury clients in floral, working for the world's largest restaurant company and serving clients in consulting is a calling. But why is is to hard to give and get good service today? It is a calling. Not everyone wants to help others. Not every company outlines the principles of good service. You know when you get great service, you just know. I was watching a story about a Canadian from the Fogo Islands, a fishing town, the second generation daughter, #ZitaCobb, spoke about her family's philosophy about service. Their bed and breakfast was a modest Newfoundland home with guests who loved their Inn. She said, "Hospitality is the love of a stranger." REPEAT THIS UNTIL YOU UNDERSTAND IT, BELEIVE IT AND CAN EXECUTE IT! Potter Palmer founded the luxurious Marshall Fields in Chicago in 1852. It was the epicenter for the wives of the men that built Chicago railways and industry. Fur Salons, Bridal Salons and the famous Walnut Room for dining are still in operation today. ( sadly under Macy's now). When he founded the retail giant, he wrote this missive for his employees about customer service below. You can feel the passion. Read a few times. Are you able to hire and inspire your service staff? As a customer are you thanking people for great service when you receive it? As an employee, are you willing to take on a service role as a calling not a job? We all play a role in raising service standards. Now we need a reset in America. We all when it works; Brand love, revenue, profit, people and customer satisfaction, fame and endurance prevail for the brand that lives by its high service standards. Forbes Travel Guide #Hotels #finedining #luxuryretail #details #passion

Elements of hospitality. The five elements of hospitality are crucial components in creating a positive and unforgettable experience for guests. These elements include an inviting atmosphere, excellent customer service, attention to detail, personalized experiences, and a warm and welcoming staff. Here, we offer a home away from home!

🌟 "Beautiful days do not come to you. You must walk towards them." - Rumi 🌟 As a seasoned Front Office professional, I've learned that in hospitality, we don't just wait for good days to happen; we create them! Whether it's a warm smile at check-in, handling a guest complaint with finesse, or finding that one missing reservation in a sea of bookings (we've all been there!), every action we take is a step towards crafting an exceptional guest experience. Think of it like this: The front desk isn't just a counter; it's a stage. Every day is a new performance, and our goal is to turn every guest encounter into a standing ovation. So, here's to walking towards those beautiful days—one happy guest at a time! 🚶♂️✨ #Hospitality #FrontOffice #GuestExperience #Leadership #Teamwork #ServiceExcellence

INSPECT WHAT YOU EXPECT Absolutely, the essence of Hospitality Retail lies in details. It's fascinating to see how planning with a deep understanding of customer needs can transform a simple event into an unforgettable experience. From the moment guests walk through the door, every element – from the decor to the service – it should be designed to exceed expectations. This industry thrives on creating memorable moments, and it's truly an art to anticipate and fulfill even the unspoken desires of guests. What really sets hospitality professionals apart is their unceasing desire and passion to deliver excellence. Staying obedient to the laws of nature harnessing success is one paramount secret to a fulfilling career journey. For many of us curious about what to expect, it's all about personalized service, seamless experiences, and a commitment to excellence.

This is why you should never underestimate the power of dedication, hard work, good performance, and strive for excellence… Because these values are the foundation of success Especially in the hospitality industry! 🛎️ As a passionate hospitality leader I have learned over the years The importance of providing an exceptional service And creating the best customer experience as possible. However… It takes 𝐝𝐞𝐝𝐢𝐜𝐚𝐭𝐢𝐨𝐧, 𝐡𝐚𝐫𝐝 𝐰𝐨𝐫𝐤 and 𝐜𝐨𝐦𝐦𝐢𝐭𝐦𝐞𝐧𝐭 𝐭𝐨 𝐞𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 To fully succeed in this field. Every day, I come to work Ready to give the best of me to my customers As well as make a positive impact on my colleagues. And I do this by: ↳ Paying attention to the smallest details 🔍 ↳ Going above and beyond to exceed expectations 💭 ↳ Continuously striving to improve my skills and knowledge 📚 But dedication and hard work alone are just not enough… To truly excel in the hospitality industry It is essential to focus on: 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 and 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞! This means: → Anticipating our customers' needs 👀 → Delivering personalized service 🪡 → Consistently exceeding expectations time after time 🤩 Because, when we put our hearts into our work And we genuinely care for our customers The results always speak for themselves! #hospitality #customerservice #serviceexcellence #customerexperience

Has this ever happened to you? You walk into a store and all the employees are too busy goofing around, chatting with each other to even notice you are there? You would have bought something but instead you walked out because no one helped you. I don't believe that anyone takes a job saying to themselves, "I am not going to do a good job." I think they stop caring and that happens when WE don't train them properly, set proper expectations and then follow up. As Ronald Reagan use to say, " you inspect, what you expect". Are you inspecting? Do you know what your team is doing? Do you follow up? Are you setting proper expectations? Do they know what their goals are? If not, Rema Report can help. #assessment #mysteryshoppingonsteriods #training #followup #expectations #retailindustry #residential #hotels #restaurants #shoppingcenters

We understand that addressing these concerns is critical to ensuring guest satisfaction and loyalty. #BusySeasonPrepared #staffingsolutions #supremestaffingllc #busyseason #bestteam #goodsolutions

I'm at a hotel right now in Boca. Amazing resort, used to be part of Hilton but is now independent. The bathroom has single-use toiletries. Wild that this is no longer the standard. Marriott and Hilton took a calculated risk by switching from single-use toiletries to multi-use dispensers, saving over $12 million and $10.85 million annually, respectively. They bet on customers adapting to this change, and they were right. While sustainability is the marketed angle, the reality is that it's about cost savings. This decision reflects how brands balance financial efficiency with maintaining customer experience. Understanding and adapting to customer expectations while driving cost efficiencies is a delicate but crucial part of modern business strategy. Full story in the comments. #CustomerExperience #CostSavings #Hospitality #StrategicDecisions

Working in the hospitality industry can make you a better person, a better customer, and a better guest. When you work in this industry, you gain an understanding of the hard work that goes on behind the scenes, which makes you more present, grateful, and respectful when you are on the other side as a customer or guest. It builds on the idea that the hospitality industry connects so much to empathy—even on the flip side, when you are the one being served.

What do me, Tom Felton (aka Malfoy from Harry Potter and Sarah Jessica Parker have in common? Well, I got to thinking (😉)... World-class customer service, that’s what! 🌟 So, I found myself at The Savoy recently (cue selfie in one of THE most luxurious bathrooms ever!). What made the visit truly extraordinary was the impeccable service from the staff. Now, you might assume, "Oh, they must be nice, given the money spent." But here’s the twist – we were dropping pennies, not making it rain like a music video with hundred-dollar bills. 💵 So, why the exceptional service? Because that’s The Savoy way. It's not just about money; it's ingrained in them. They've invested hundreds of hours perfecting each moment, move, mood, and magical touch, and it clearly shows. From the doorman’s greeting to the cloakroom staff, waiters, and shop assistants, the attention to detail and the 'consider it sorted Savoy style' attitude were consistently top-notch. They couldn’t do enough, and it felt genuinely warm. Whether it's serving someone of Tom Felton's fame or a regular guest like us, The Savoy made us feel just as welcome. The impression they left will last a lifetime, and here I am, raving about it to you. On a related note, the customer service at Euston by Avanti and the ticket staff also left a mark – but maybe they could pick up a few pointers from The Savoy 🙄🫣 Both experiences gave me memories to cherish, but if you had to guess, I know you'd know who I'd be saving my pennies for. The lesson here? You don't need to wait until you're The Savoy size to make your customers or clients feel valued. It should be ingrained in your brand, part of your commitment to leaving them with an unforgettable experience that they'll eagerly share with others. What about you? Any positive experiences with customer service to share? Or perhaps you have some secrets to making your clients rave about you? #CustomerServiceExcellence #ClientExperience #SocialMediaConsultant