The Art of hospitality
The hospitality industry has not changed for over 150 years, while the world around it changes constantly!
At its heart, it is about people serving people. The challenge is to have your team serve your guests the way you want, and your guests experience your property the way you intended.
What has changed however is the the marketplace, the customers’ expectations and importantly employee expectations.
I help hospitality leaders create the right conditions for their people to thrive and overcome the endless challenges of change. I help ensure they consistently deliver the best experience to their guests.
I am the missing ingredient!
A New Context For Your Business today
The name 2be2serve comes from my understanding of the single most important driving force in your business – people. Who do your people have to be to serve…
you, your team, your customers and your community?
The core of the hospitality industry has not fundamentally changed for hundreds of years. New ideas and new technologies have been introduced, and innovative ways of enticing guests have come and gone, but at its core, hospitality is still the same.
It is about people providing outstanding experiences to people – guests and customers.
Hospitality is so much more than just an industry. Hospitality is a way of being towards the guest. Guests or customers are the same when it comes to providing hospitable services and experiences, no matter what industry sector you come from.
I love to work in the hospitality sector because it is where the employee/guest interaction is the most intense and requires the greatest level of extraordinary performance.
In the hospitality industry, there is nowhere to hide; every employee is the main ingredient when it is their turn to serve, and, it is always their turn.
If, like me, you believe that the people working in your business are the most essential ingredients, then you will also share my concern that we are not doing enough to create the right conditions for every team member to shine consistently. As technology continues to change and guest expectations evolve, leaders and managers in this historic industry must learn new skills to be able to be continuously innovative and creative.
To give you an idea of what simple actions you could take to dramatically influence new behaviour in your teams then sign up for my short 4 email sequence that will over the course of one week provide your with three simple steps to take to get your team to participate and contribute more to the overall performance of your business.
Helping Leaders & Managers meet the challenge of new technology and retaining quality service standards.
To meet the new challenges the hospitality sector faces, we must be innovative by building on what exists and showing empathy for tradition and experience. My father had a saying, “Make your work your hobby, and every day is a holiday.” For many employees, that is not how they experience their work. Also, far too many employees still see work as a means to an end and not a worthwhile experience. Creating work as a worthwhile experience for all of your employees is the quickest and most cost-effective way to increase performance and profitability while at the same time creating an organisation that people will love to work in.
New ideas and new technology must complement the hospitality industry’s time-honoured traditions of service. Hospitality is based on people serving people, and leaders and managers must trust their teams to deliver extraordinary experiences for guests and customers without seeking approval or guidance. The success of your business is literally in the hands of your people.
The hospitality industry and other service sectors rely on their staff’s quick thinking and real-time actions every day, so they must do everything in their power to make work a worthwhile experience for every employee.
By doing that, we will see employees fully participating, making their best contribution, and being fully engaged in delivering extraordinary guest experiences, not because they have to, to get paid, but because they chose to, to make their work the worthwhile experience they crave.
The team-building work we did with Adrian engaged the teams in delivering fantastic service standards. The result was the most powerful management tool I have ever seen.
Project: Helping a family-owned hotel group develop their team into “an army that thinks on its feet.” Establishing behaviour standards across all three hotels resulted in excellent service from motivated teams.
What I have developed while working with Adrian is the ability to inspire and develop others while managing complex relationships which has now become a core skill in my leadership of Signal Bordon. As a leader of a start-up business what I found I needed was to be able to gently direct and guide the team towards my vision without bossing people about which is not something I had had to deal with before. Now after working with Adrian, I have developed team management skills and I have the confidence, certainty and clarity to delegate effectively, lead confidently and continue to grow and scale the business.
Project: To help Emma build her core team for the Bordon Regeneration Project, resolving team relationships and establishing the conditions for an innovative team culture to emerge
By working with Adrian, I overcame the obstacles that were holding me back and made progress towards my goals. He was the person I needed, the mentor I could turn to when I was stuck, and he guided me to greater clarity; he helped me open my mind and push through the challenges. Working with Adrian gave me clarity, confidence, and a robust action plan to achieve my goals. The emotional and practical impact of this work increased my self-confidence and clarity of communication, leading to a doubling of my turnover from the event alone, going from €25K to €150K in 4 years.
Project: To help Antonio develop his online Vacation Rental World Sumit (VWRS) into a live face-to-face experience and establish VWRS as a leading event in the sector.
Hospitality Case Study
No two client journeys are the same, as each engagement presents different challenges. In this case study I have covered some of the major elements that took place with my client across their three hotels.