Tonineti Shealey’s Post

In continuation with series on "The Power of Hotel Uniforms: Elevating Service Excellence" here is; Part 2 - Emotional Resilience. One critical yet often overlooked aspect of wearing a uniform in hospitality is the emotional resilience it requires. Frontline staff often face frustration from guests due to service shortcomings, and these emotions are frequently directed at the uniform rather than the individual wearing it. Understanding that the frustration is aimed at the position, not the person, the staff members should maintain their composure and not take such encounters personally. Even if another employee in a junior role were to wear a senior uniform, they would likely face the same treatment, please understand that it’s the role being addressed, not the individual. By recognizing this, staff can better manage their emotions, ensuring they respond professionally and calmly, no matter the situation. This mindset is key to maintaining a positive work environment and providing consistently excellent service. #Hotels, # Hoteltraining, #training, #uniforms

. It is not good Image of Professional Manners as Hoteliers to treat your colleagues if you know yourself has seniority level in this way, 1. Aggressive Behavior interaction 2. Being judgmental 3. Impolite 4. Grumpy 5. Lack of Wisdom non assessment what is the real problem but instead it is easy to believe by listening There is no much long career experience in the world Hospitality industry to destroy other people. #hospitalityindustry #hoteliers

Presence. Frequently I hear owners mention that their current management company rarely comes to their hotel... or has grown so large that they no longer provide the same level of service. I have to laugh at this comment because our hotel GMs see us every week. SR Hotel Management is a "high-touch" operator and our 60/40 Rule is about one thing... being "present." The management team is in our hotels at least 60% of the time. That's how we are able to support the needs of our General Managers, immediately. Our GMs are out of their office 60% of the time. That's how they are aware of guest and facility needs before they become problems... and how they ensure that training and inspection is constant. The 60/40 Rule applies to every department in the hotel... all the way through to our breakfast teams who spend at least 60% of their time interacting with guests, rather than in the kitchen. It's in our DNA and the difference is seen in satisfaction and performance scores, morale, owner relations and the bottom line. The "SR" in SRHM is about Stewardship and Respect. Being present in all aspects of our business is a big part of who we are. If you do not believe that you are getting the attention that you deserve, please reply back and allow me a few minutes to offer a better way... The SRHM Way. Thank you.

Those of us who chose the hospitality industry to work in and continue to stick with it know it's not an easy industry to be in. There is a reason we love it... You know you're a genuine hospitality professional when the essence of service transcends the boundaries of mere duty and becomes a reflection of your personal values. The hallmark of a true professional in this field is not just in how well they manage the operations or the numbers but in the subtle art of making every guest feel genuinely cared for and valued. It's about creating experiences that resonate on a personal level, turning transient interactions into lasting memories. Whether it's through meticulous attention to detail, the warmth of your greeting, or the extra mile you go to meet a guest's needs, it's these gestures that elevate the service from ordinary to extraordinary. #hospitalityindustry #hospitalitycareers #hospitalityrecruitment #hospitalityheart #hospitalitymatters #recruiting

Doug Kennedy always encourages leaders to make sure their staff understands the differences between “guest service” and “hospitality.” Certainly, training on guest service is vital, being the vehicle by which we express hospitality. Hospitality, on the other hand, is a mutually shared feeling, a flow of positive vibes between two humans. How does one know when you have created this seemingly intangible “thing?” We can conduct surveys and read reviews, but there’s one sure way of knowing when we have made such a connection: when both parties feel Kama Muta. It’s something that virtually all humans have experienced, especially those working in guest-facing jobs, when we make an authentic, personalized, and heartfelt connection with another human. It seems to happen more often with strangers, rather than with loved ones I routinely see. It is a mutually experienced feeling felt across cultures, nationalities, and languages. There is even a common gesture that humans around the globe use when the feeling arises, which is raising the right hand and placing it over the heart. Here are training ideas to share with your staff. Read now at Hotel News Now: https://lnkd.in/eV_iBg9F  #KennedyTrainingNetwork #Hospitality #GuestService #HospitalityTraining #FrontDesk #Hotelier

I couldnt agree with this post more. Being in a management position at a hotel often involves navigating a complex landscape of challenges. The stories we hear, the situations we encounter firsthand, and the urgent issues we need to address can take a significant toll. It's a demanding role that requires resilience and adaptability, but it also offers invaluable experiences in problem-solving and guest relations. Hospitality isn’t for the faint of heart but always worth it, as are all of the customer service/management experiences I’ve ever had.

Behind the scenes of the hospitality industry, hotel managers face a multitude of complex challenges. From ethical dilemmas to unforeseen crises, the role demands persistence, adaptability, and unwavering integrity. Effective hotel management involves balancing business objectives with the well-being of guests and staff. It requires navigating difficult conversations, resolving conflicts, and making tough decisions under pressure. Key lessons learned highlight the importance of: 1. Persistence in the face of adversity 2. Adaptability in response to unexpected events 3. Unwavering commitment to ethics and integrity 4. Protecting and supporting team members and guests

The hotel industry cannot sell rooms ‘without housekeeping’! 😠😢 Just like the restaurateurs who put up signs on their front door or on the sidewalk to announce that they are looking for staff, the hotelier when selling rooms ‘without housekeeping’ is not shooting himself in one foot, but two! Attention! No one is fooled and especially not the customer! The hotel industry is certainly a profession that lacks manpower. But it cannot do anything despite its need to always renew itself. Could the explanation of the problem be in this word ‘manpower’? The job of chambermaid or valet is still not valued, and it’s the whole profession that suffers from it .

How might we reduce the time it takes for hotel staff to develop expertise in their job? 🥁 🥁 🥁 Highly Focused Bitesized Modules Over Time That is all - - I’m Laura, and I’m on a mission to help independent hotels maintain top-tier standards ♻️ Repost if you found this helpful 🗣️ Join the conversation in the comments  💬 DM me to find out how I can revolutionise frontline staff performance #hospitality #hoteltraining #microlearning