employee engagement
Don’t Throw Fellow Employees Under the Bus
Shep Hyken | July 18, 2024
By Shep Hyken I couldn’t hold back. I told an employee to stop complaining about her fellow employees in front of us, her customers. Here’s the story. My wife and I were at a restaurant. The server seemed pleasant and professional, but as our food was delivered, we saw a different side of her. There was a mistake in the order. The side dishes we received were not the ones we chose. I didn’t think it would be a big deal. She could either take our meals back to the kitchen or let us keep our meals and bring out the side dishes we ordered. But to the server, it was a big deal. She started to complain about how this happens “...
Aligning Culture With the Bottom Line: How to Create a Commercial Mindset That Will Drive Revenue and Service
Andrew Rubinacci | June 11, 2024
By Andrew Rubinacci “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Jeff Bezos, founder and CEO of Amazon. Almost every person in your hotel should be aware of how sales truly impact your property. Whether at reception, working in payroll, or drawing up employee onboarding SOPs, they need to know that every day is a sales day. Selling can be a human trait, and great things start to happen when your hotel company is tuned into the commerce side of your business. It makes me think of a famous quote that...
How To Extinguish Hospitality Burnout
Matthijs Welle | June 5, 2024
By Matthijs Welle We work in an exhausting industry. So much of our time is dedicated to ensuring that our guests have remarkable experiences that we forget to pursue our own happiness. I’ve worked in both sides of industry – on the front lines at reception and behind the scenes in hospitality tech – and in both areas I’ve often felt exhausted and overworked. So what’s the solution? Obviously, I don’t have all the answers. It took me years to find the best ways to recharge and find my personal balance. But I do believe that hoteliers and anyone in hospitality have a particular responsibility to look after themselves...
Radisson Academy Celebrates 5th Anniversary With Continued Robust Investment in Training & Talent Development
Radisson Hotel Group | May 31, 2024
Radisson Academy, Radisson Hotel Group’s leading Learning and Development hub, marks its fifth anniversary as it continues to innovate and strives to be the best ‘Academy’ to upskill talent joining the industry. Since it’s inception in 2019, Radisson Academy has expanded its offer to +2,500 training programs and has become a cornerstone of both employee development and enabling strategic business success. Over the past five years, Radisson Hotel Group has implemented a significant investment in its diverse team of Moment Makers across +95 countries as part of the Group’s strategic transformation plan. The objective of Radisson ...
Why Hospitality Businesses Win by Putting People First – A Mindset Shift
EHL | May 20, 2024
In the hospitality industry, success lies in the ability to integrate strategic business practices with the unique demands of the sector. A people-centric approach should be at the heart of everything you do, both in terms of delighting your guests and attracting and retaining the best talent. However, all too often, the demands of running a business can get in the way. In this article, we explore the key challenges hospitality businesses face and the strategies they can implement to align corporate culture and human values. We also discuss some of the benefits they can achieve by successfully navigating the transformation to become a huma...
Marriott International Celebrates the 2024 J. Willard Marriott Awards of Excellence Honorees
Marriott International | May 16, 2024
Annual ceremony honors Marriott associates for exemplary achievements and outstanding service to communities, guests and each other Marriott International is proud to celebrate the winners of the 2024 J. Willard Marriott Awards of Excellence at the company’s annual ceremony, which brought together associates from around the world. Established in 1987 and named after Marriott’s founder, the J. Willard Marriott Awards of Excellence honors the company’s finest associates who are recognized for their achievements, service mindset, and commitment to excellence. At the awards ceremony, the 10 individual winners, three Marriott properties ...
Putting People First: Business Success With a Human-Centric Approach
EHL Graduate School | May 13, 2024
It's no secret that many employees feel unappreciated and undervalued in today’s workforce. Competition for good jobs is fierce, AI will replace some jobs in the coming years, and the size and complexity of some businesses makes some employees feel insignificant. Embracing a "people-first culture" has become vital as modern talent won't hesitate to seek better benefits and flexibility elsewhere. What is a people-first culture? Organizations must adopt a human-centric approach to workforce management to counteract today’s uncomfortable, and sometimes even toxic, employment landscape. Many studies show that humanizing the workplace improv...
The Tension Between Leadership and Customer Service
Shep Hyken | May 9, 2024
By Shep Hyken My friend Sterling Hawkins just wrote a great article about the tension between the leadership of a company and the salesforce. Hawkins reports the president of a Fortune 500 company told him, “Tension between the salesforce and leadership is normal. One is always bargaining with the other for more. The sales team wants more time and budget, and the leadership wants more sales.” That made me think of the tension that is sometimes created between leadership and the customer service team. In the end, it’s mostly because of unrealistic expectations. It reminds me of an episode of Amazing Business Radio when I...