HUNGRY. Oisín Rogers, The Devonshire: 13 Unconventional Leadership Secrets of the World’s Best Pub (these will blow your mind)
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Jan 20, 2025 Oisín (Osh) Rogers, co-founder of The Devonshire, blends creativity and hospitality like few others. He shares unconventional leadership secrets, emphasizing that small, 1% improvements can dramatically enhance the guest experience. Osh argues the term 'hospitality' needs a rebrand to focus on genuine care for people. He also contrasts traditional leadership styles with his 'Point North' approach, trusting staff to make decisions. Discover how art and atmosphere create a joyful pub experience and why great ideas often emerge from individuals, not committees.
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Tiny Irritants Add Up
- Small, invisible irritants accumulate and shape guest perception more than single big moves.
- Fix many 1% problems and the whole experience transforms into something noticeably better.
Manage Expectations With Short Booking Windows
- Limit advance bookings to manage guest expectations and avoid inflated anticipation.
- Use short booking windows so customers book, attend, and experience without prolonged build-up.
Use A Medicine Cabinet To Calm Upset Guests
- Keep a reserve 'medicine cabinet' of complimentary drinks to rescue dissatisfied guests.
- Offer a small unexpected gesture (champagne, sweet wine) to smooth service mishaps and reset expectations.
