Welcome!

Mary McKee, EVP OperationsValor Hospitality

 

Emotionally connecting with your guests and creating a cultural

connection with your associates

Morning Session

What is emotion?

 

“a natural instinctive state of mind deriving from one's circumstances, mood, or relationships with others”

Glad Sad

Mad Scared

 

Guest

Empathy

Authentic

Surprise&

DelightHonesty

Respect

Affecting the Guest’s EmotionHow did we make you FEEL?

 

• A Given – Keeping in mind – the guest may NOT always be right but they are always the guest.Respect

• An Absolute because it builds trust. Honest hearts produce honest actions.Honesty

• Being aware of others needs, wants, expectations, and emotions. Social AwarenessEmpathy

• Be transparent, truthful, and REALAuthentic

• Do the unexpected to emotionally connectSurprise & Delight

 

Creating a Cultural Connection with the Associates

Happy Associates

=Happy Guests

=Happy

Owners $$

 

The attitudes and behavior characteristic of a particular social group

Culture Definition:

It is NOT:- A Checklist- A Demand- Controlled Discipline

 

Leadership

AssociateTrust

Transparency

Growth

Work/Life Balance

Recognition

Passion

Inspire

 

Coaching Chatter

Provide Feedback All leadership positions should be exhausted at the end of the day from

talking! Positive and Corrective Feedback Immediate- Real Time

Self Discipline is the ultimate goal!

 

How do you Celebrate with the team?

 

Take Care of Yourself

Take Care of Each Other

Take Care of this Place

 

Where did the time go?

“Free Time”? – Taking the children to school, practice, games. Taking care of spouses, pets, older parents.

Exercise2% Getting Ready

8% Vacation4%

Work43%

Grocery shopping

3%Commute to work

4%

Doctor/Dentist

0%

Beauty Appts

2%

Cleaning house/Car

1%

Free Time26%

Eating8%

ExerciseGetting ReadyVacationWorkGrocery shoppingCommute to workDoctor/DentistBeauty ApptsCleaning house/CarFree TimeEating

 

Questions?

 

Afternoon Session

Training and Operations:Developing Standards and Training

Programs

 

Experience Engineering

Walk in the guest shoes

Define the Experience Execute

 

Experience Exercise

Website – is it easy to navigate? Have you made a reservation?

Reservations – Do you call back? If so when? Is it through website?

Travel – How easy are the directions? Are there landmarks? What does Google Maps, MapQuest, GPS tell the guest to do?

Entrance Drive – How does it make you feel? Entrance to the property? Who is the 1st staff member the guest is engaged with? Unloading of luggage? Do you assist? Check in process. Do you know the guest? Getting to the guest room? The key? Are the doors easily opened. Entrance into guest room – what does the guest see?

 

What is a Standard?-Consistent desired output of an experience-Defined product-Defined placement of a product-Defined Process

Why have a Standard?-Consistency-Guest Expectation-Associate Training

 

Standards

Safety

Condition

Your Brand

Cleanliness

Standard Categories

 

• Guest Security• Guest Room Access and Guest Information• Emergency Procedures• Recreational Safety Procedures

Safety• What is your cleaning process for guest rooms• Associate Areas• Recreational Areas• Public Space

Cleanliness

• Everything in working order• Preventative Maintenance• Work OrdersCondition

• Training• Products• Product Placement• Environment – music, lighting, smell

Your Brand

Developing Standard Operating Procedures

 

Training

Knowledge

Skill

=Confident,

“Guest Ready”Associate

 

Knowledge

Property Facts Hours of Operation for dining and recreational activities Amenities Offered Location of guest rooms, cottages, villas, golf course, stables,

parking, other recreational activities

Position Specific Food & Beverage – Menu knowledge Guest Service – system, property, local area Recreational – knowledge of equipment

How do we know they know?.....Test!

 

Skill

Guest Interaction All positions. Using culture as foundation

Position Specific – Use “Steps of Service” approach How to clean a guest room How to check a guest in and receive How to serve a guest breakfast How to check in for recreational activities

How do we know they can execute the skill?.....Observe! Role Play.

 

Engineer Experience

Define Standards

Create SOPs

Train – Knowledge & Skill

Test and Observe

 

Questions?