In this episode of Take Care, we delve into the heart of the hospitality industry with a focus on how authentic care and critical thinking transform service.
Our guest Sonny Kerstiens shares insights from over two decades in the industry, discussing the importance of questioning established norms, fostering open-mindedness, and ensuring personal and team growth. He emphasizes the need for scalable solutions in a rapidly growing company, the principles of continuous improvement, and the value of psychological safety within teams.
Through stories and examples, we explore frameworks for decision-making, challenging cognitive biases, and maintaining a vision that aligns and motivates teams towards exceptional hospitality.
00:00 Introduction to the Heart of Hospitality
00:41 Exploring Critical Thinking in Hospitality
02:52 Overhauling the Tech Stack
05:01 Scaling and Expanding Hotel Operations
09:45 Vision Casting and Team Dynamics
27:23 Frameworks for Critical Thinking
37:01 Mindfulness and Emotional Control
41:34 Current Learning and Development
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