Redefining Service Culture - Robyn Pratt - Defining Hospitality

Recognize that hospitality is about making people feel special and welcome, just as if they are guests in your own home.

Appoint a dedicated person to oversee employee wellness, ensuring that your team feels supported both personally and professionally.

Spend time interacting with both guests and employees. Regularly walk around the property to engage with your team and understand their daily challenges.

Organize monthly general manager's breakfasts or similar informal gatherings where employees from different functions can share ideas and feedback.

Implement programs like Employee of the Month, and consider equitable profit-sharing initiatives to incentivize the entire team.

Encourage staff to bring their personalities to their roles. Genuine interactions can significantly enhance the guest experience.

Implement comprehensive training programs focused on service culture development and provide opportunities for career growth.

Redefining Service Culture - Robyn Pratt - Defining Hospitality - Episode # 185