Ensure that your staff stay at your hotel providing elevated service excellence 24/7
Where staff’s self-interest and the interest of the hotel become one.
EMPOWERING YOUR STAFF TO PROVIDE AN EXCEPTIONAL GUEST EXPERIENCE
Reduce non-productive conflict, foster a “yes, and” mindset so staff go out of their way to help others, and witness natural collaborations emerge. This is particularly between teams, and also between management and staff.
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Applying acquired interpersonal skills in challenging scenarios (e.g., handling refund requests, addressing meal concerns) and positive scenarios (e.g., receiving compliments, connecting with guests, going the extra mile) minimises conflicts and enhances the hotel’s relationship with guests.
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Among many of the observed changes you may see are: departmental efficiency, increased guest satisfaction + number of compliments, higher levels of internal conversation, the effect on any EMS ratings such as ‘Overall Score’ and more.
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“The best way to win new customers is to give your existing customers an amazing experience.” – Richard Branson
HOW HIGH-LEVEL CONNECTION IS KEY TO COST REDUCTION, REVENUE AND BEING UNIQUE.
“Fix the team members and it will be an amazing experience”
Not all reviews about poor service are 1-star or just from the loudest and easiest-annoyed. There is nothing stopping your hotel from having present/in the moment personally connected Reception or F&B staff 24/7.
Whether you’re a mId-scale or luxury hotel, when management authentically employs LAB (Listening, Accepting and Building on ideas) with their staff, trust builds. Especially when staff see they are part of the change.
When staff have the permission to speak up, their ideas taken seriously, and they have freedom to veer off the script when necessary and return when the deviation is no longer required, staff reciprocate. You see it in staff giving extra to each other, making their job more efficient, exchanging knowledge more freely, ‘blocking’ fewer ideas, and stepping into a leadership mindset rather than a pay-cheque/”I just work here” silo mindset.
On the ground, staff taking in LAB and ‘hospitality of the heart’ more strongly find it easier to inhabit the mind of the guest, be in their ‘flow’ and uncovering their perspective of value. Warmth and honest smiles come more organically. Guests notice this.
Guests then excuse the hotel more, and this reduces guest-staff conflict. Staff have more job satisfaction and less stress. And this aligns the needs of the hotel and its staff. You will receive better word of mouth and reviews, with a positive effect on increased bookings.
This applies to current and future onboarded staff.
HOW TO GET THERE
BLEND PEOPLE TRAINING WITH PHYSICAL TRAINING
Human-skills training makes any RSA, First Aid, Fire Warden etc. relevant to its application. You can’t serve a good cocktail if the personal connection to the patron is poor.
CREATE A SPACE WHERE MISTAKES ARE ACCEPTED
When staff feel safe in accepting they’ve made a mistake, and not share blame/hog credit, then systemic inefficiencies can be weeded out. This space, however, takes time to develop, and to overcome cynicism and personal job protection.
GIVE STAFF THE ABILITY TO INHABIT VARIOUS MINDSTATES
Engaging staff in practical role-plays creates a secure environment for them to embody roles outside of their own, like guests, managers, or housekeepers. This enables them to handle challenging situations more effectively in real-time, fostering empathy for different perspectives and statuses, and the flexibility to assume leadership or follower roles with less dependency on approval.
UNIVERSAL PROBLEM #1
Dealing with unpleasant guests
Visible in: stressed front-line staff, internal team conflicts, potential negative reviews, downgraded LTR, revenue issues
ISSUE: Jan complains at 1am about a too-hard bed and requests to move to another room.
THREAT: Jan threatens to leave a one-star rating on TripAdvisor if no new room is provided.
RESOLUTION: Concierge Bob avoids confrontation and instead empathizes with Jan’s concerns. He engages in conflict resolution dialogue, understanding Jan’s perspective and working together to find a solution.
OUTCOMES: Jan’s anger diminishes as she feels understood and supported by Bob. This leads to a smoother night for Bob, improving his job satisfaction.
Your night staff end up less stressed, and therefore have better coping mechanisms to deal with other guests.
Guest satisfaction increases.
UNIVERSAL PROBLEM #2:
Irritated restaurant patron
Visible in: commonly stressful communication, potential poor reviews, turnover issues
ISSUE: A customer, in a rush and visibly upset by delays in getting food and drinks, needs to be at the theater soon.
THREAT: The customer threatens to complain to the manager.
HOW IT RESOLVES: Bar staff use LAB (listening, accepting, building) through the device of “yes, and”, and problem-solving techniques to address the issue, explaining delays and offering alternatives calmly.
OUTCOME: By staying ‘in the moment’, listening and addressing the customer’s concerns promptly, staff turn a potentially difficult situation into a positive experience within minutes, earning praise from the customer and fostering loyalty. This also played a role in contributing to the restaurant’s overall success.
As staff use LAB with all guests, they become better at understanding how they feel and aren’t as affected by their emotions.
Work becomes more enjoyable and rewarding.
They see issues resolve and know they’ve made a positive impact on others.
OUR OFFERS.
TEAM RELATIONSHIP FRAMEWORK
In 45 minutes, you can uncover the unspoken team dynamics that explain the why and how of poor or average communication, and then look at what can fix it. ▶︎
FOUNDATION PROGRAM
In three 90-minute team communication sessions, we lay the foundation for a connected workforce that listens, accepts and builds on each others ideas, thus reducing conflict and engaging different ways of thinking. Very good for inter-department connection. ▶︎
'NEUROPLAY' PROGRAM
Building on from Foundation, we deepen the principles and set up your organisation to excel financially and socially in your new or renewed culture, including growing ‘hospitality from the heart’ and exceptional customer service ▶︎
MAINTENANCE
We engage in collaboration with both guest-facing staff and decision-makers to establish a robust culture within the hotel or club. This includes implementing processes to ensure resilience in the face of any challenges or disruptions. ▶︎
