Hospitality Daily Podcast Creating a Culture of Welcome: How We Engaged Employees to Delight Guests - Edward Mady
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Jul 4, 2025 Edward Mady, author of "Honing the Human Edge," shares his insights from leading iconic properties like the Beverly Hills Hotel. He emphasizes the crucial role of creating a welcoming culture for both guests and staff. You'll learn about effective staff training, the importance of employee pride, and the impact of recognition programs on morale. Mady also discusses how a positive organizational culture can improve overall performance and engagement in hospitality, encouraging listeners to foster a collaborative community in the industry.
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Culture as Silent Force
- Culture is a silent force that guides behavior even when no one is watching.
- Strong cultures turn standards into instincts, enabling personalized and consistent guest experiences.
Invest in Training
- Select the right people through a formalized training and education process.
- Spend about 10% of working hours on constant education to reach and maintain standards.
Golden Rule of Hospitality
- Remember, recognize, anticipate needs, and deliver on time are key to great customer and employee culture.
- Personalize experiences like knowing a guest’s preference for sleep side or amenities.