Impressions of Service
Insights and conversations around how to make the most impactful service impressions within the hospitality industry. The topics will cover a wide range of learnings from both an internal and external points of view; the three main subjects will be executive training, leadership development, and operational excellence.
Episodes
Episode 10 takes time to remind Service Professionals that our focus should be directly related to our guests, both internal and external, rather than worrying about rating organizations. Although it is exciting to earn awards through the various organizations, we need to remember that "it's not about the stars & diamonds!" Instead, it is all about our properties culture of service and what kind of service our paying guests want an...
Our episode for July explores the topic of how to properly Welcome and On Board the newest members of your team. Each and every day, we ask our Service Professionals to provide exceptional experiences for our Guests. But perhaps that would be a stronger message and expectation, if we did the exact same thing, for a newly hired person from their very first day all the way through day-90….and beyond!
With so many standards and steps of service, we need a way to simplify things. Thus, I created an acronym to help apply to just about any service standard. Service Professionals should consider the A.R.T. of Luxury Service; be Authentic, Refined, and Thoughtful. In this episode, we highlight these steps and give suggestions for first, wowing our guest, and second, doing well on service audits or inspections.
Episode Eight tells the story of my first publication about the four cultures of the top hotels in the world; brand, destination (location), service, and development. While these are based on the opinions of my experiences and travels, it is all based on the hundreds of properties I have been able to visit and partner with. These are the four things that I consistently see from the properties, that really bring to life the best gue...
Our latest episode shares a simple approach to continuous learning within your property; a way to have a focus each week and a theme each month.
Leaders and Trainers can benefit from having a single standard to emphasize on a weekly basis that can and should be department specific. This helps to drive home the expectation and ensure that the learning occurs through repetition.
To add even more development within your hospitality...
Episode Six is regarding one of my favorite topics which shares details on how to welcome and on-board new staff, into your property. These days, training needs to be as much of an experience as the ways in which we deliver service to our guests. It also has to be simple and digestible for the new staff. We explore these items and highlight three ways to support the first 90-days of learning;
Policies, Technical Skills & Knowledge,...
Episode 5 finally tells the tale of where the name JOR Hospitality Solutions originated from and then dives into the three pillars of solutions offered.
- Executive Training
- Leadership Development
- Organizational Management
With these three components, at the forefront of what we do for our partners, we work diligently to elevate the service culture for the hospitality industry.
For our third episode, I take time to share ways that we give the guest jobs that we should NEVER expect of them. Within the hotel/resort industry, we should require our guest to make a reservation, arrive the property, enjoy the stay, and pay; which means that every single other expereince the guest expects, should be handled by Staff.
We take time to work through several examples from front office, to food & beverge, to housekeep...
For the second Episode, I take time to introduce the name of the Podcast and highlight where the concept came from and how we will utilize the word 'impressions' during the discussions.
I am very excited to launch the JORHS "Impressions of Service" Podcast and in this first episode, you will have the chance to hear a little about the goal & topics I plan to share. I also took a few minutes to mention some of my career details for those who have not met me and would hopefully benefit from a little background.
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