Episode 536 - 10 Hospitality Lessons Every Leader Should Steal

This episode breaks down the top 10 hospitality industry practices that can transform any business. Learn how to apply customer-first service, consistency, and training to your leadership style.

Host: Paul Falavolito
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Episode Transcript

Speaker 1 (00:04):
Helping leaders motivate their people to a higher level of
performance through strong human relations, team building, and golachieving. This
is the seven Minute Leadership Podcast with your host Paul Fellavledo.

Speaker 2 (00:21):
Hello everyone, and welcome to this seven minute leadership podcast.
It's episode five thirty six. Today we're diving into one
of the best industries for leadership lessons, the hospitality industry.
Whether it's a five star hotel, a busy restaurant, or
a cruise ship, hospitality lives and dies on service systems

(00:46):
and leadership under pressure. And here's the thing. Those lessons
don't just belong to hotels. They belong to every business
out there. So let me give you the op ten
hospitality tips that you can apply to your organization starting today.

(01:07):
Tip number one, every guest is the most important person
in the room. In hospitality, the customer in front of
you is the only one that matters. Leaders need to
bring that same mindset to employees and clients. Don't make
them feel like an interruption, make them feel like the

(01:28):
main event. And Tip number two. Names matter. At Ritz Carlton,
employees are trained to use guests' names. Why because people
respond differently when they hear their own name, and as
a leader, learn names, use names, and make sure your
people feel seen and recognized. And Tip number three, anticipate

(01:53):
needs before they're spoken. The best hospitality pros don't wait
for a request, see it coming. In leadership, you should
do the same. Anticipate your team's needs before they have
to raise their hand. In tip number four, small details
create big experiences. In hotels, details like folded towels, a

(02:17):
chocolate on the pillow, or a clean lobby make the experience.
In business, it might be a quick thank you note,
a polished presentation are being five minutes early. Small details
are big signals. In tip number five, create consistent standards.
The Ritz Carlton has gold standards. Fast food chains have scripts.

(02:42):
Why because consistency builds trust is a leader sets standards
for how meetings run, how customers are greeted, how problems
are solved, and stick to them. Tip number six handle
complaints like opportunities. In hospitality, complaints are gold because they

(03:03):
give you a second chance to impress. Don't get defensive
when employees or customers complain. Just handle it fast, handle
it with care, and treat it as a gift. Tip
number seven is trained relentlessly. Hotels and restaurants spend hours
rehearsing greetings, service steps, and problem solving. Leaders in other

(03:27):
industries don't train nearly enough. Training isn't just for new hires.
It's a culture that says we never stop getting better.
In Tip number eight, service begins with internal customers. In hospitality,
if the back of the house team isn't respected, the

(03:48):
front of house service falls apart. The same is true
in business. Treat your employees like your first customers and
they will deliver for the real ones. In tip number nine,
body language is louder than words. Every hospitality worker is
trained to smile, stand tall, and carry presence. As a leader,

(04:10):
your body language sets the tone in meetings, interviews, and
crisis moments. Walk like you own the room, not like
you want to leave it. In Tip number ten, always
end with a warm farewell. In hotels, a sincere goodbye
is just as important as the welcome. In leadership, don't

(04:31):
let interactions and cold thank people for their effort, acknowledge
their contribution, and every meeting or conversation on a positive note.
So here's the big takeaway for me in this episode.
Hospitality is leadership in action. It's about making people feel important,

(04:57):
it's about making them feel valued, and it's about making
them feel cared for. If you can apply these ten
lessons to your business, you will create an environment where
people don't just work for you, they'll want to stay
with you. This has been the seven Minute Leadership Podcast,

(05:17):
and I thank you for listening.

Speaker 1 (05:19):
For more, Paul Fell of Alito Podcasts, visit paulfellowalito dot
com