Reposite’s Post

I often spend a couple of nights a week away in hotels. There’s parts of it I enjoy, the ritual of settling into the room, the fridge roulette of whether or not water will be provided, which version of biscuits that I likely never will eat are next to the weird little UHT milk thimbles? The part I dislike is a presumptive routine check-in. Too often, one or both of these things happen to me: 1. The colleague fails to recognise I am a lone traveller, and announces my room number to the other people in the queue which makes me feel less safe and less understood 2. I am handed the announced/unannounced room key and not directed how to find my way to the rooms (it’s not always obvious!) Neither great experiences, but also not intentionally poor service. More an example of familiarity, the colleague is performing these routine tasks day in, day out. Perhaps they are so used to doing what they are doing, seeing what they are seeing, they forget that to their guests it could be their first time there, or they are simply not as familiar with the setting, set up, or feeling of safety? It got me thinking about how often in all of our roles whether hospitality, retail, support office, dentists, doctors *insert job here* that we look at things from what our task is, rather than what our job is. Just because we do what we do every day, does not mean our guests, our customers, our clients or even our own teams do. What if we think of ‘what are we in the business of?’, vs. ‘what is the task we are there to perform?’ If the hotel colleague connected with an idea like they were there to direct weary travellers to a safe night’s sleep, would they act differently than thinking their task was to issue key cards to people who should follow a signpost to the lifts? What if we can keep that ‘first time’ mindfulness, every time? Wouldn’t that lead to a better experience for everyone? Ideas welcome! The photo is of an excellent surprise in a recent hotel room-first time experience of a caramel wafer as a room-biscuit and very welcomed! #hospitality #retail #service #guest

This story made my day. For the past few stays, I noticed something different with the Lemon Tree Hotels. There will always be someone in the hotel crew who is differently abled. I didn’t ask the front desk; instead, I Googled it. Here is what I found: ✴ It was an experiment started in 2007 with just two people. ✴ Approximately 20% of the workforce comprises specially-abled people, including the speech and hearing impaired, autistic, orthopedically handicapped, acid attack survivors, etc. ✴ Every employee of Lemon Tree must learn sign language and certain minimum skills to communicate with a differently abled person. ✴ Employees feel proud to be part of an inclusive environment. Customers feel proud to be served by such an organization. Staying at the hotel is their way of contributing to the noble cause. ✴ People with special needs are more creative as they negotiate life and overcome hurdles. They are more solution-oriented. ✴ They have amazing observational skills and can notice small movements. In a busy café setting, they may be more attentive to customers' needs. ✴ Having mixed teams of employees with and without different abilities is the new norm at Lemon Tree Hotels. This is about Empathy, not sympathy. This helps you win a loyal talent pool that the world has shunned for too long. Kudos to Lemon Tree and its management team; you have won me as one of your loyal customers. #empathy #life #people #diversityandinclusion #lemontree AgileWoW

What do you love most about summer? Sunshine? Vacations? Concerts? Day Parties? Many know that summer can mean a booming business for restaurants (hit me up if you want in on my snow cone stand idea - Ice, No Spice 😆) With the summer rush comes a unique set of challenges for restaurant owner-operators (and their hard-working staff.) It's a balancing act: bringing in the revenue while keeping your staff happy and your technology running smoothly... especially during country-wide outages 😑.) And let’s not forget to take a (much-deserved) vacation of your own! As a certified summer girl, I’ve worked with hundreds of restaurants over the years, and thanks to my own amazing team (special shout-out to Andy Freivogel) who helped me take off some much needed time, here are three summer tips for fast casual and QSR owner-operators: 📅💃 Conduct a delicate dance for summer schedules: A well-timed summer vacation can help employees avoid burnout and come back feeling restored. Plus, a well-rested team provides better customer service, leading to higher satisfaction and a stronger brand. 🥗🥤Sizzle with summer sales and menu experimentation: Summer is the perfect time to experiment with limited-time offers and menu pricing. Customers are looking for something refreshing and exciting, so why not give it to them? By offering exciting summer-themed dishes, taking part in the latest tiktok trend, or experimenting with ingredients and/or pricing, you’ll keep your customers coming back for more. 🍴👋Plan for a smooth farewell for summer help: Many restaurants rely on seasonal workers, especially students enjoying their summer break. However, it's important to remember that summer is fleeting, and your seasonal help won't be there forever. By proactively planning for the end of summer, you can ensure a smooth transition. Y'all know that Science On Call: Tech Support for Restaurants has got you covered on the tech side, so you can focus on the stuff that matters. You’ve got enough going on this summer. Let us take tech off your plate! 🍹 Full article on the Blog here: https://lnkd.in/gUiEnTkk #restauranttech #summervacation #restaurantoperations #scienceclub #lto #chickensummer #flavorfest2024 Luisa Castellanos Ken Tsang Ron Hoffner

Working in the hospitality industry is nothing short of a thrilling ride! Every day brings new challenges and opportunities to create memorable experiences for guests from all walks of life. Whether it's a bustling hotel lobby, a cozy restaurant, or a lively event, there's never a dull moment. The energy is contagious, and the satisfaction of making someone's day is incredibly rewarding. But let's be real – the hustle can be intense. Between managing reservations, handling guest requests, and ensuring everything runs smoothly, it’s easy to get caught up in the whirlwind. That's why it’s crucial to take a step back and breathe. Seriously, pause for a moment, take a deep breath, and savor the excitement of the journey. Taking these little breaks isn't just good for your sanity; it can have a huge positive impact on the guest experience. When you take a moment to reflect, you can see the bigger picture and appreciate the small wins. It helps you stay grounded and keeps burnout at bay. Plus, a calm and collected team is more efficient and attentive, making guests feel truly valued and cared for. Imagine this: you’re dealing with a hectic dinner rush, and you take a quick pause to gather your thoughts. That moment of clarity can help you spot a couple celebrating their anniversary and send over a complimentary dessert, turning their meal into a special memory. It’s these thoughtful touches that elevate the guest experience from good to unforgettable. So, while the thrill of hospitality is exhilarating, remember to take those pauses. Reflect on your achievements, learn from the day’s experiences, and recharge. Not only will you enhance your own well-being, but you’ll also bring your best self to every guest interaction. After all, a happy and refreshed team is the cornerstone of exceptional hospitality. Keep riding the wave of excitement, but don’t forget to enjoy the view along the way. Here’s to creating magical moments, one pause at a time! Need help taking those pauses?? Reach out! Image credt: Maria Navarro #pauseandreflect #positiveimpact #mindfulness #mindfulmoments #hospitality 

So it's coming. Are you ready? Here are 3 basic but often overlooked tips from us 😎 Plan for peeks and valleys. Embrace flexibility. Stay hydrated, stay happy. 🌓 1. Anticipate busy periods and quieter times. Use downtime to prep for the next wave—whether it's restocking supplies or fine-tuning guest experiences. ⚡ 2. Summer brings unexpected twists. Stay flexible with bookings and staffing to handle last-minute changes and keep everyone smiling. 💧 3. (for hot locations in particular) Keep your team and guests hydrated during the summer rush. Water stations and refreshing drinks can make a big difference in everyone's mood and energy levels. Do not hesitate to share yours. And follow our page to get all the hospitality insights (and the latest memes too 😂 ). #Hospitality #HotelManagement #TheArtofHospitality #HotelManager #HospitalityManagement

Ever felt like you need a holiday after the holiday? You’re not alone! At IHG Hotels & Resorts, we understand the need for a night on your own to recharge. 💆    That’s where our new package NOMO (Night On My Own) comes in. Recent research shows that 70% of parents feel physically and mentally exhausted after a summer of entertaining their kids. Couldn't agree more 😅 And it’s not just parents who need a break! Even if you’re simply craving some self-care, we’ve got you covered. Participating IHG hotels in the UK & Ireland are offering 20% off our Best Flexible rate, including breakfast you don’t have to cook and 20% off food and beverages (including room service!). Adulting is tough. Hit the reset button. Discover how to embrace NOMO, not FOMO here: https://lnkd.in/eeM8byNJ #ExperienceIHG #TrueHospitality #IHGEurope

We'll be revealing how you could start making your hospitality team happier, healthier and more likely to stay with you on Monday, 25th March, with Planday. Keep your eyes peeled. 👀 #employeeretention #employeeproductivity #wellbeingatwork

Ever felt like you need a holiday after the holiday? You’re not alone! At IHG Hotels & Resorts, we understand the need for a night on your own to recharge. 💆    That’s where our new package NOMO (Night On My Own) comes in. Recent research shows that 70% of parents feel physically and mentally exhausted after a summer of entertaining their kids. And it’s not just parents who need a break! Even if you’re simply craving some self-care, we’ve got you covered. Participating IHG hotels in the UK & Ireland are offering 20% off our Best Flexible rate, including breakfast you don’t have to cook and 20% off food and beverages (including room service!). Adulting is tough. Hit the reset button. Discover how to embrace NOMO, not FOMO here: https://lnkd.in/eKN7ZhJ7 #ExperienceIHG #TrueHospitality #IHGEurope

#Hospitality_SoftSkills 1- Empathy with the Guests; In hospitality and hotels industry , where exceptional service is paramount, empathy is the key 🔑🎼to unlocking a truly memorable guest experience. 1. Listen Actively: 👂 - Give guests your full attention. Make eye contact, avoid interruptions, and ask clarifying questions to grasp their needs and concerns. - Me personally, am putting my phones on silent while interactions. 2. See Things From Their Perspective: 👀 - Imagine yourself in the guest's shoes. What are their expectations? What challenges might they be facing during their stay? 3. Acknowledge Their Feelings: ❤️🩹 - Validate their emotions, whether it's excitement about a special occasion or frustration with a minor inconvenience.Phrases like "I understand" or " I know how you feel " go a long way. 4. Go Beyond the Request: 🤗 - Anticipate their needs. Notice if a business traveler seems stressed and offer to help with space for meetings or work environment . If a family is on vacation, suggest child-friendly activities. Promote the kids club. 5. Personalize the Experience: 💯 - Remember guest preferences. If they mentioned a dietary restriction, ensure the restaurant is aware. Offer local recommendations based on their interests. #sharing #Knowledge #Hospitality #Hotels

🌞🌟 𝐓𝐡𝐞 𝐈𝐦𝐩𝐚𝐜𝐭 𝐨𝐟 𝐚 𝐆𝐞𝐧𝐮𝐢𝐧𝐞 "𝐆𝐨𝐨𝐝 𝐌𝐨𝐫𝐧𝐢𝐧𝐠" 𝐢𝐧 𝐇𝐨𝐬𝐩𝐢𝐭𝐚𝐥𝐢𝐭𝐲 🌟🌞 Have you ever noticed how a simple "𝐆𝐨𝐨𝐝 𝐌𝐨𝐫𝐧𝐢𝐧𝐠" can set the tone for the entire day? In the fast-paced world of hospitality, where exceptional service is our goal, it's easy to overlook the power of this small gesture. I recently experienced firsthand how a genuine greeting can brighten someone's day, whether it's welcoming guests with a smile 😊, supporting our team members 🤝, or fostering connections with colleagues 👩💼. As hospitality professionals, we are not just service providers; we are ambassadors of kindness and warmth. 🤗  Let's remember the profound impact we can have in our roles. By fostering a culture of empathy and positivity, we not only enhance guest experiences but also create a supportive environment where everyone feels valued and appreciated. Together, let's make every "𝐆𝐨𝐨𝐝 𝐌𝐨𝐫𝐧𝐢𝐧𝐠" count and create moments that leave a lasting impression in our industry. 🤘  #HospitalityIndustry #CustomerExperience #KindnessMatters #TeamSpirit #PositiveVibes #GuestRelations #ServiceExcellence #EmployeeEngagement #WorkplaceCulture #HospitalityLife