Is Shareholder or Consumer the King?
These past few days I have been intrigued by the concept of Hospitality and went down the rabbit hole to understand what it is all about.
I realized it is different than service which focuses on meeting customers' needs & solving their problems, whereas hospitability is about making customers FEEL welcome, comfortable, and happy (based on Les Roches , one of the world's leading hospitality schools).
Yes the shareholder's investment is important to start a business, but it is the customers who pay the bills to maintain & even expand our business.
But Danny Meyer who founded Union Square Hospitality Group (USHG) which gave birth to some of New York's most beloved and acclaimed restaurants like Gramercy Tavern and Eleven Madison Park (voted as The World's Best Restaurant in 2017), think differently.
His restaurants are well known for its distinctive and celebrated culture of Enlightened Hospitality with the guiding principle of: Prioritizing Employees First & Foremost. This has driven and shaped USHG's ongoing evolution from a small group of restaurants into a multi-faceted hospitality organization.
Danny said: "Business, like life, is all about how you make people feel."
Not only our customers', but also our employees'.
If employees feel like the organization is theirs, they will not only be more engaged and productive, but also improve innovation and relationship with colleagues, which will be naturally felt by guests.
How do you develop this sense of ownership? By making them feel connected & work together for a common goal.
One of the ways to do this is through Team Bonding, which is what my friend Rajat Desai is doing in partnership with Sing Experience Pte Ltd offering 35+ themed games & activities designed to help teams communicate, collaborate, & negotiate better in a fun and engaging environment through over 1,000 events since 2010.
PS: I have also added on the comment links to Youtube videos where I learned about hospitality from Danny Meyer and Will Guidara, who wrote the New York Times bestselling book: Unreasonable Hospitality.
#Hospitality #EmployeeExperience #Teambuilding
Quality Manager at Harbor Disributing Co./ Certified Cicerone
2moLove this. Good to see everyone!