The Mills House’s Post

Elevated hospitality is more. More steps. More details. More knowledge. More explanations. More anticipating. More communication. More connection. More expectations. AND More overall satisfaction in working together toward a job well done. Because the expectations are hard. 💫 I can make it easier for your team to do all the above. 🤝 Which will make: 🙌🏼 Happier, more satisfied guests who want to come back and who will tell others how great your staff is. As well as 🙌🏼 Happier, more satisfied staff who want to continue excelling at elevated service. Because it’s worth it.

Elevated hospitality is more. More steps. More details. More knowledge. More explanations. More anticipating. More communication. More connection. More expectations. AND More overall satisfaction in working together toward a job well done. Because the expectations are hard. 🙌🏼 Happier, more satisfied guests who want to come back and who will tell others how great your staff is. As well as 🙌🏼 Happier, more satisfied staff who want to continue excelling at elevated service.

Sometimes life puts in our path people who mirror our spirit and heighten our vision, who together, double our ability to transform, expand and make a difference. Just over 3 years ago, Will introduced me to Stephen Nash as the new opening general manager at Escapade Silverstone. I invited him to Sleeping with Art: The Art of Cars and sent him a proposal to create something extraordinary together, that was never really done before, at Silverstone. From day one, Stephen was not only supportive but was also a catalyst for incredible ideas, many of which you are yet to see come to life. Stephen is responsible for the vision that defines Escapade Silverstone as a unique hospitality product. From guest experience and brand voice to the type of food and choice of F&B items to be enjoyed by guests, with a bit of everything in between. I've never met a hotelier with a better understanding of luxury, creativity and innovation all at once. In my long career, there has always been 2 or 3 people whose minds combined covered each of these areas well. Stephen is the 3 people. Today is his last day at Escapade Silverstone and it is a hard good bye because it carries enormous gratitude. So much of what you see and are yet to see are and will be the result of chats we had about creativity within hospitality. The vision was the same one: To deliver something extraordinary. I hope we can do you justice Stephen! If you are looking for the ultimate person with unbelievable eye to detail to create a new hospitality project this is the person and you'd better be convincing enough to catch him.

💡 Monday's Lesson: Customer is NOT first. ❗ I'd like to share again this impactful short interview from world's top hospitality group Danny Meyer, on the Art of Hospitality. He reminds us that unlike what we've always said, client is not first, is it just second. Your EMPLOYEES are FIRST. Indeed, they are the ones who will transmit this will to make your clients feel good. They are the ones who will be responsible for creating this atmosphere that makes you feel good while being somewhere. Choosing the right team to embody your service matters. More then we think. When hiring staff, always go for 51% skills in emotional management, and the remaining 49% of technical skills. Now I'll let you enjoy this precious bit of knowledge for yourself 💡 https://lnkd.in/epTgAGpx

What does "Unreasonable Hospitality" mean? → It's a concept of going over and beyond and providing intentional, exceptional customer service in any line of work. Will Guidara is someone from whom we can all learn this from. His new book "Unreasonable Hospitality" is a MUST read. I am honored to welcome him to E340 of #thePOZcast You will learn ↴ → Unreasonable hospitality is about managing expectations and exceeding them. → Hire the person, not the resume. Look for people with the right attitude and philosophy of hospitality. (in this context, I agree, but not in every case) → Make it cool to care by being passionate about your goals and infecting others with your passion. → Create a culture of camaraderie and connection among your team members. → Break the daily huddle into two parts: let your team eat and connect with each other before discussing work-related matters. → Building relationships and creating a sense of community in the workplace is crucial for employee satisfaction and retention. → Effective communication, including daily huddles, can foster trust and teamwork among employees. → Finding purpose in your work is essential for personal fulfillment and success. → Accountability and self-awareness are key to personal growth and learning from mistakes. → Empowering and supporting others can lead to extraordinary achievements. → Persistence, character, and being present are essential qualities for success in any endeavor. 👉🎥 WATCH: https://lnkd.in/eGP8_F47 👉🎧 LISTEN UP: Link in the comments 🔥 THIS IS #THEPOZCAST > GET INVOLVED 🔥

The value of service cannot be underestimated. I arrived at my hotel today and was given a bottle of water and a sealed envelope. When I opened the envelope, I had a nice handwritten note concerning my stay, What a nice gesture. The note was a nice touch in providing service and commitment to personal excellence. Here are three ways to provide service: ❤️One way to add service and commitment to your team is by consistently recognizing and appreciating their efforts. Acknowledge their hard work and dedication, and reward them for their contributions. ❤️Another approach is to provide ongoing training and development opportunities to help your team grow both personally and professionally. Invest in their skills and knowledge to show your commitment to their success. ❤️Lastly, fostering a positive and supportive work environment can enhance the level of service and commitment within your team. Encourage open communication, collaboration, and a sense of belonging to create a team culture that values service excellence and mutual support. #customerservice #tonypollardspeaks #committment #discipline

Building your hospitality DNA is a journey that involves a combination of personal experiences, learning, and more importantly intentional actions. Reflect on moments where you've been able to provide excellent service or create memorable experiences for others. Embrace opportunities to practice empathy, communication, and problem-solving skills in your interactions with people. Continuously seek feedback, learn from both successes and mostly failures, and strive to improve and refine your approach to hospitality. Over time, these efforts will shape and strengthen your hospitality DNA. Embrace your Journey 💫

Danny Meyer says that his employees should be composed of 49% technical skills and 51% Kindness, Optimism, Work Ethic, Curious Intelligence, Empathy, Self Awareness, and Integrity. I couldn't agree more! “In the end, what's most meaningful is creating positive, uplifting outcomes for human experiences and human relationships. Business, like life, is all about how you make people feel. It's that simple, and it's that hard.” #hospitalitycareers #hospitalitymanagement

How will a stay leave you? Through the setting, the service, and the experience of The Ritz-Carlton, we are proud to create the unforgettable, dividing the time before your stay and the time after with moments that change everything. Our new series of visual vignettes evokes these transformational moments, and asks the question — How will a stay leave you?

This video talks to the power of positive accountability.