Leaders tell stories
Two years ago I was a college senior looking for my opportunity to transition into the real world. I interviewed with the Omni Homestead and loved the energy of the rooms team, uniqueness of the property and thought I may be able to make the small, remote town of Hot Springs home.
At the end of my interview, the hotel manager said, “Lauren, you didn’t come this far to only come this far.”
The factor that made me choose Omni Hotels and Resorts as the starting point for my career was not a flashy lobby or large property portfolio, but rather the people. Life is about relationships. We are all in the relationship business. Whether you work in rooms, food and beverage or human resources we all build and foster our unique relationships each day.
You didn’t come this far to only come this far. What is your story?
At the end of my interview, the hotel manager said, “Lauren, you didn’t come this far to only come this far.”
The factor that made me choose Omni Hotels and Resorts as the starting point for my career was not a flashy lobby or large property portfolio, but rather the people. Life is about relationships. We are all in the relationship business. Whether you work in rooms, food and beverage or human resources we all build and foster our unique relationships each day.
You didn’t come this far to only come this far. What is your story?
How PB&J applies to leadership
One of the most basic sandwiches of all time is a peanut butter & jelly. Imagine explaining the process of making a PB&J to a team member.
EXERCISE:
Ask pairs to make a peanut butter and jelly sandwich. Person A will give instructions and Person B will prepare the sandwich. Person B (preparing sandwich) should do exactly what Person A says to do, and Person A may not look at the sandwich until it is completed.
The goal of the exercise is to realize the importance of communication, even in the most basic situations. In the case of making a PB&J, it is easy to assume that your partner knows exactly how to make the sandwich and assume that they understand what you are trying to say through the directions. However, it is vital to look at situations from multiple perspectives while being clear and concise about the communication given.
Think about similar situations in which you thought a colleague understood your direction and the final product turned out completely different from your imagined idea. What caused the miscommunication? How can we avoid turning a simple task into something that is overcomplicated?
EXERCISE:
Ask pairs to make a peanut butter and jelly sandwich. Person A will give instructions and Person B will prepare the sandwich. Person B (preparing sandwich) should do exactly what Person A says to do, and Person A may not look at the sandwich until it is completed.
The goal of the exercise is to realize the importance of communication, even in the most basic situations. In the case of making a PB&J, it is easy to assume that your partner knows exactly how to make the sandwich and assume that they understand what you are trying to say through the directions. However, it is vital to look at situations from multiple perspectives while being clear and concise about the communication given.
Think about similar situations in which you thought a colleague understood your direction and the final product turned out completely different from your imagined idea. What caused the miscommunication? How can we avoid turning a simple task into something that is overcomplicated?
The power of relationships
The power of relationships strengthens brand value. It is a well known fact that guests in a loyalty program are more likely to return and have the highest spend during visits. This directly correlates to their connection to the brand and the feelings associated with the place. Rather than treating our guests as customers, we emphasize the personal connections/touches and make them feel at home while visiting. For example, when COVID-19 caused our iconic resort to temporarily close its doors, the Rooms team took the initiative to personally reach out to our most loyal guests.
Be interested, not interesting
Each guest interaction is an opportunity to create a memorable experience – simply listen!
How well do you know our guests? Ask open ended questions to engage with the guest and follow up based on their responses.
For example, try the verbiage below starting at check-in.
FD Agent: Hello, welcome to Homestead! What brings you to America’s first resort?
Guest: Hi! We are here celebrating our 10th anniversary and love to hike and relax.
FD Agent: Congratulations! You came to the right place! We have beautiful hiking trails on property and a world class spa. Here is a trail map and more information on the spa. I highly recommend the Deerlick trail and Serenity Garden.
This is an easy way to tailor the experience to what the guest is interested in. Ask questions! Be interested, not interesting.
How well do you know our guests? Ask open ended questions to engage with the guest and follow up based on their responses.
For example, try the verbiage below starting at check-in.
FD Agent: Hello, welcome to Homestead! What brings you to America’s first resort?
Guest: Hi! We are here celebrating our 10th anniversary and love to hike and relax.
FD Agent: Congratulations! You came to the right place! We have beautiful hiking trails on property and a world class spa. Here is a trail map and more information on the spa. I highly recommend the Deerlick trail and Serenity Garden.
This is an easy way to tailor the experience to what the guest is interested in. Ask questions! Be interested, not interesting.
Find a solution together
The manner in which we listen and respond to our guests will directly impact how they react to a situation. Be authentic and listen with compassion before responding to a guest’s complaint. Find a solution together.
Remember- you do not always have to make a decision right away!!! If you need time to resolve a guest issue, invite the guest to enjoy breakfast and be prepared with a solution when they return.
Remember- you do not always have to make a decision right away!!! If you need time to resolve a guest issue, invite the guest to enjoy breakfast and be prepared with a solution when they return.
Cut out afternoon coffee
Each afternoon I start to get cranky around 2pm and crave a coffee for an energy boost. Instead of caffeine, try a swift walk around public space (feel free to pick up glasses/trash). A quick walk can give you the energy you need to finish the day strong!
Let's get quirky!
This week’s tip focuses on creating memorable experiences. While there are many ways to enhance our guest’s overall experience, the most memorable visits start with an out of the box idea.
Example- a young boy left behind his stuffed frog. When froggy was found, the housekeeping team took pictures of the frog at unique places around the Homestead and sent the slideshow to the family. When was the last time you did something out of the ordinary for a guest? |
Overcorrect for service recovery
Act as a hospitality hero by restoring goodwill with our guests through service recovery. Problems will come up during a guest’s stay; however, how we react to fix the issue is key. Go above and beyond and OWN the guest’s issue!
Think about a time that you went the extra mile for a guest. How did you make the guest feel? How did you feel?
Think about a time that you went the extra mile for a guest. How did you make the guest feel? How did you feel?
Add a lagniappe
Take a break and recharge
Anchor your positive attitude
Write handwritten notes
Use the 10/5 rule
Avoid quoting policy
We sometimes face awkward situations with a guest surrounding policies and/or operational procedures. A good way to prepare for these scenarios is through role play scenarios. Practice the scenarios below with a teammate.
Role Play #1: Guest has pet; unhappy with pet fee
Role Play #2: Guest paying with debit card; does not have sufficient funds for authorization
Role Play #3: Guest locked out of room in hallway; does not have form of identification
Role Play #1: Guest has pet; unhappy with pet fee
Role Play #2: Guest paying with debit card; does not have sufficient funds for authorization
Role Play #3: Guest locked out of room in hallway; does not have form of identification
Set goals, not resolutions
In the spirit of the new year approaching, focus on setting GOALS, not resolutions. One major reason why resolutions fail is due to their overwhelming nature, and a false expectation that magic will happen when the calendar turns to January 1st. We cannot expect to flip the switch after a crazy month like December (where we eat in excess, shop and spend, high business levels) and achieve a lofty resolution. Instead, set a goal. Start off the year with an achievable goal and map out the road to get there.
Avoid assumptions
Many of us have likely encountered uncomfortable situations with a guest based on assumption. It is important to actively listen and engage with each guest to establish appropriate and friendly rapport. An enthusiastic, “Welcome to the (insert hotel name)! What is the purpose for your visit?” will likely begin the conversation and guest/associate relationship.
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Answer phones with a smile
The initial greeting in a phone call makes a huge impact on the guest's first impression. Answer each phone call with a smile and enthusiasm!
Refocus to the Solution
This week’s tip focuses on acknowledging guest complaints and refocusing to the solution by showing empathy and taking ownership. By role playing common guest scenarios, we are better prepared and ready to display confidence in owning a problem with a solution.
After Action Reviews
This week’s tip focuses on reflection through After Action Reviews (AAR). In The Culture Code, author Daniel Coyle outlines 5 questions to evaluate during an AAR:
1. What were our intended results?
2. What were our actual results?
3. What caused our results?
4. What would we do the same next time?
5. What would we do different next time?
This can be used in a Post-Con setting, such as after a holiday weekend, to determine how we can improve and better prepare next time.
1. What were our intended results?
2. What were our actual results?
3. What caused our results?
4. What would we do the same next time?
5. What would we do different next time?
This can be used in a Post-Con setting, such as after a holiday weekend, to determine how we can improve and better prepare next time.
Be thankful
Give everyone professional treatment
This week’s tip focuses on understanding guest's expectations and delivering. Utilize tools such as arrival notes from prior visits, and loyalty profiles on the guest's reservation to personalize each interaction.
Be the point person
This week’s tip focuses on taking ownership of guest feedback. Rather than passing off a guest complaint to another associate or manager, take responsibility for the issue and take care of the guest from start to finish. This saves the guest the time and frustration of explaining their situation multiple times, and allows the you to build and save the relationship.