Secret Hopper’s Post

You’re in the hospitality business. Relationships, baby. No ifs, ands, or buts about it. You’re peddling experiences. When we first launched Secret Hopper in 2017, most of us weren’t using the word “experience,” let alone “hospitality.” However, times are changing. You’re not just hoping someone chooses you over the nearby brewery; you want them to choose your taproom over any other social activity. TLDR: Guests from 2022 to 2024 who receive high-level engagement spend 40% more than those who receive low-level engagement.

I thought of sharing about one of my favourite career books for hospitality professionals: Danny Meyer’s Enlightened Hospitality Model: Why You Should Care What Is Enlightened Hospitality? At its core, enlightened hospitality goes beyond mere customer service. It’s about creating an experience that leaves a lasting impact on the customer’s life. Danny Meyer, a true customer service guru, emphasizes that hospitality isn’t just transactional; it’s the heartbeat of your brand when done right. The Virtuous Cycle of Enlightened Hospitality Danny Meyer’s virtuous cycle revolves around respect, relationships, and revenues. Here’s how it works: Team First: Meyer challenges the traditional capitalist view by prioritizing his team above all else. Taking care of employees—nurturing their growth, well-being, and job satisfaction—creates a positive ripple effect. Guests Next: When the team feels valued, they extend that warmth to guests. Meyer’s restaurants have won 28 awards for customer service because his team embodies hospitality. They don’t just serve; they create memorable experiences. Community and Suppliers: Enlightened hospitality extends to suppliers and the community. It’s about building meaningful relationships, understanding needs, and making a positive impact beyond the restaurant walls. Investors Last: Contrary to conventional wisdom, Meyer places investors fifth in the cycle. By focusing on people first, he has built a successful business empire. Key Takeaways for Entrepreneurs Here are some lessons we can learn from Danny Meyer: Follow Your Passion: Meyer’s love story is about bringing people together around the table—the aroma, the closeness of family, and the joy of shared meals. When you’re passionate about your purpose, your team will rally behind it. Inspire Others: Great leaders inspire. When you know why you’re in business and communicate that purpose authentically, your team buys into your vision. Challenge the Status Quo: Meyer’s team-centric mindset challenges norms. Treat your team as capable change-makers. Empower them to be on your customers’ side. Conclusion Enlightened hospitality isn’t just a buzzword; it’s a transformative approach. Whether you’re in the restaurant industry or any other field, consider how putting people first can elevate your brand and create a virtuous cycle of success. Remember, it’s not just about serving a meal; it’s about nourishing souls.

How do you measure the hospitality level in your business?

I've got to tell you about this incredible book, "Unreasonable Hospitality", written by Will Guidara 🙌 I wanted to make a quick review and share my insights in the Hotel Nuggets monthly newsletter (link in first comment). Here's why it's a game-changer 👇 If you're in the hospitality game, consider this your new bible. But it's not just for professionals; it's a love letter to anyone who gets a thrill from creating unforgettable experiences for others. It chronicles the rise of Eleven Madison Park restaurant, but that's just the start. The book dives deep into the ethos of creating experiences that defy logic but win hearts. It's about transforming the mundane into the extraordinary. My Key Insights: Passion Reloaded 🚀 : Feeling jaded? This book is a wake-up call. It reignites that inner fire and shows how your passion can set the tone for your entire team, creating an infectious energy that guests can't help but feel. Talent as a Cornerstone 🏛 : Your team isn't just staff; they're the heartbeat of your success. The book emphasizes nurturing your team and creating a culture of growth and respect that's as important as your service. Elevating Experiences 🎯 : It's all about personalization. When each guest feels like the star of their own story, loyalty follows. This book teaches how to create that magic. Excellence in the Minutiae 🔎 : The devil's in the details, and so is excellence. It's the little things that often make the biggest impact, creating a tapestry of experiences that's rich and unforgettable. Success Redefined 🗝 : It's not about the fanciest location or stylish decor. As the book illustrates, true success comes from a deep belief in your mission, an ability to inspire your team with this vision, and an unwavering commitment to your guests and colleagues. The final take ⭐⭐⭐⭐⭐ In conclusion, "Unreasonable Hospitality" is more than just a book – it's a journey into the heart of what makes hospitality truly remarkable. It's a must-read for anyone who wants to learn, grow, and be inspired in this dynamic industry. #unreasonablehospitality

Is your hotel continuously improving? In a market where trends change daily, it's hard enough for businesses to keep up, let alone innovate to keep ahead. I just had to share this article out of Hospitality Net that offers some great insight into ten steps you should use when developing and producing a change in your company. Pay close attention to the section concerning communication; many leaders tend to forget just how important it can be to keep your employees informed and engaged in what your company is aiming to achieve. #Hospitality #ChangeManagement #CompanyCulture #DigitalTransformation

Hospitality is the power of Hospitality, and yet I sense this important truth often gets lost in the process of running a Hospitality business. I hear and read feedback on how difficult it is to recruit and/or retain a good team. We all know the reasons. There's no need for me to list them again. One of my long-time hospitality friends told me a few weeks ago: “I don’t go out anymore. The service is bad, and I get really frustrated.” Of course, she was generalising and pining for the good old days when great hospitality was, in her view, more present. Although I do not agree with my friend, I have noticed how easy it is to lose focus on hospitality. Hospitality expressed in every action is the powerhouse of the industry; it’s the other side of the one hand that every hospitality business forms with food on offer. In a nutshell, caring for oneself and each other, colleagues, and guests/customers alike, is what true hospitality is about. That good feeling we all crave. We attract people to the industry and maintain great teams by praising, nurturing, and celebrating hospitality. We must constantly be aware of the value of that good feeling and communicate its tangible benefits when recruiting, training, and working, right now more than ever. #hospitality #hospitalitytraining #training

Hospitality is the heart and soul of the service industry. Hosts and staff at hotels, restaurants, and event venues have the power to create a warm, welcoming atmosphere that sets their business apart from others. They strive to ensure that guests are treated with respect and care, and that their needs are met throughout their stay or visit. However, it's not uncommon for businesses in the hospitality industry to fall short of these goals. Sometimes they may cut corners or provide substandard service due to economic pressures or a lack of training. This can lead to disappointment and frustration for guests, and ultimately harm the reputation of the business. To avoid these issues and create a truly outstanding hospitality experience, it is essential for businesses to prioritize honesty and transparency in all aspects of their operations. This means being upfront about services offered, prices, and any limitations that may exist. When guests know what to expect, they can make informed decisions about their experience and avoid any unpleasant surprises. Additionally, it's critical for hosts and staff to be authentic and sincere in their interactions with guests. Guests can sense when staff are being fake or disingenuous, and this can undermine their trust in the business. By being genuine and providing honest feedback, staff can build stronger relationships with guests and make them feel valued and appreciated. In conclusion, hospitality is a privilege and a responsibility. To create a truly outstanding hospitality experience, businesses must prioritize honesty and transparency, and strive for authenticity in all interactions with guests. If businesses can master these principles, they will not only stand out from the competition, but also create memorable experiences that guests will be sure to share with others.

I want to talk about the Art of Hospitality. What is it, who excels and why? First, a poll: where have you experienced great hospitality? At a local coffee shop? A dinner party? Answers below please! For me, nothing beats great home hosts. They’re in their element, they command the space, know their guests and they give and they get satisfaction. And if they believe in ‘atithi devo bhava’ (guest is god) their hospitality is profound. But while India is a global paragon of home hospitality, I feel its restaurant sector (with exceptions) has room to improve. Why? Put simply, not enough investment in people – could be cultural, could be economic, could be inexperience. And yet building a true hospitality culture is the biggest opportunity of all. And once built, it’s hard to copy. Here – for debate – is my playbook: 1. Definition. Will Guidara (Eleven Madison Park) says ‘service is black and white, hospitality is colour’. I agree and I think it’s about how you make people feel. For me, the outcome of hospitality is a form of joy. For both receiver and giver 2. Exemplars. In India, Taj and Oberoi hotels are very good but hospitality is personal and the best examples are individual vs institutional. Be inspired by these heroes. I’ll never forget a chambermaid who sewed a button on my shirt without me asking 3. ⁠Motivation - why are people hospitable? It’s about belonging and being loved. Staff members who don’t feel good won’t make customers feel good. Why would they? At Jamie’s our policy is managers serve the team and the team delights the customers. This reverse hierarchy works but takes time to instill 4. ⁠Initiative. Hospitality is bespoke and the trick is to a) really know you guests and b) find ways to delight them. Top up their parking meter? Send their babysitter food? Go out of your way. Enablement, not just restaurants, is the business you’re in 5. ⁠Incentives. Recognise your team for being great hosts. This should be habitual but find ways to delight them too (park their car!). What goes around comes around. It’s the karma baby 6. ⁠Belief. For me it’s impossible to offer true hospitality unless this is your real reason for being. It’s about love and as John Lennon says - love is the answer, and you know that for sure Is hospitality nature or nurture? It definitely helps to hire warm and natural people but I think it’s a skill anyone can learn. Invest in training of course but leaders think about hospitality a lot and be the person you want your staff to be. Pet hate: managers who schmooze customers then shout at their staff. Take note Gordon Ramsey. Not cool. And to finish, something about guests. Should guests who treat staff badly get good service? Yes I think they must. Fellow hosts, turn the other cheek; show them up; show these ill-bred goons you’re better. You win in the end. Actually maybe the above applies to most work. Is your organisation hospitable? Do you treat your colleagues as guests? What does everyone think?

The hospitality industry has traditionally referred to its patrons as guests. Hotels and restaurants with their primary revenue streams of food, beverage and lodging have a very strong connection to the hospitality we very often extend to visitors to our homes.    But what about the rest of the business world? B2B and retail niches usually have customers; attorneys, accountants and other professionals serve clients; health care professionals take care of their patients; government offices have their constituents.   What if every sector of business or service, including virtual organizations, welcomed “guests” to their establishments? The Hospitality Suite creates guest-friendly business environments that build revenues and long-term guest loyalty for your organization!

Sharing an article that resonates with me on the topic of reintroducing national service. Nick Jones makes a compelling case worth exploring. Having experienced the positive impact firsthand, I believe working in hospitality can significantly boost confidence and teach essential life skills, particularly in interacting with people from all walks of life. #socialskills #lifeskills #hospitality #confidence #nationalservice #beingofservice