How to win customers

How to win new customers and turn first time customers into loyal ones is very simple in theory, yet only achieved and maintained by very few in reality.

I believe the three pillars of excellent service that would want you to come back again for more and tell your family and friends about it when experienced to be genuine care, ownership and emotional intelligence.

We know the importance of excellent service and always talk to our employees about the meaning of genuine care, ownership, and understanding the needs of our customer, but too often forget the true power of it. Continue reading How to win customers

How to achieve Harmony

Establishing a harmonic work environment isn’t easy, and I learned that you can only achieve harmony once you stop trying to and worrying too much about it. When I started as a manager a couple of years ago I remember experiencing plenty of conflict every day caused by a changing leadership team, inadequate staffing levels, and unexperienced managers (myself included). It took us about twelve month to get to a setting that allowed us to improve and accomplish greatness as a team. I recall coming to work and I could not believe to experience a day without any conflict, and I clearly remember my hope and concern that it would not last and stay like that… almost to a point that I wished I would be able to avoid any possible conflict only to guarantee this just achieved harmony. But it never worked, I wasn’t able to turn a blind eye either, and the conflict didn’t stop.

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Image courtesy of stockimages / FreeDigitalPhotos.net Continue reading How to achieve Harmony

Make Mistakes!

Making mistakes, being able to accept responsibility for them and learning from them, can help you grow and get better.

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I remember when I was working within the butler services in Vienna, I had a family arriving to one of our Imperial suites for their vacation. The Imperial suite was the category right below the Presidential suite, the hotel had seven of them in total, and they differentiated in design and layout, from traditional to modern. Given that the family paid rack rate for the suite, I arranged for VIP amenities including flower arrangements, a majestic fruit basket, open bar and a bottle of Champagne. The suite looked incredible and it took me a couple of hours from start to finish to set everything up to perfection. Continue reading Make Mistakes!

Service Profit Chain

You most likely heard about the service profit chain before and the ‘magical’ concept behind it. At the end of the service profit chain stands the purpose of your company, the long-term profitability and sustainability of your hotels.

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The St. Regis Butler Service

How can you get the most profit for your hotel, and who gives you the most amount of money? … of course happy guests! Happy guests will spend more money each time they stay with you, stay more often and longer, and tell their friends about it. And you probably know how powerful word of mouth can be. Working at my previous hotel in Shanghai the HR director went on a business trip to the US with representatives of the owning company to experience the brand and what it stands for. At one of the properties during their trip the HR director ordered room service for the group who decided to stay in for the evening, and wanted to order a simple Chinese noodle soup, something that her guests would appreciate and enjoy. Once the order was delivered up to the room, it was not what she had in mind for her guests and called the room service order taker back to correct the misunderstanding. The order taker didn’t try to empathize, told her that it wasn’t a misunderstanding, and that she received what she ordered (needless to say a very disappointing and discouraging experience). The HR director came back from the business trip and told this story of how one bad interaction can leave a lasting negative impression at the next operations meeting and general assembly, and I keep telling this story as an example of how powerful word of mouth can be (unfortunately negative word of mouth will always be more popular than positive). So striving to keep your guests happy and satisfied makes sense.

How do you keep your guests happy? Right, with happy associates. Sounds too easy to be true? Well, did you ever receive really good service from someone who did not enjoy her job or doesn’t care? You probably could tell that it’s not sincere and just doesn’t feel right. Happy employees deliver passionate, sincere and caring service to make your guests happy. They will go above and beyond, not because they have to, but because they enjoy doing it. Having learned in a very traditional hotel in Austria, I was very much focused on standards and service excellence, always wanting to strive for perfection, and having the highest expectations for myself and for others in return. In my first real management position in China, I was trying to train the employees in my team to deliver exactly this, excellent service without exceptions, and perfection at every turn. I still remember the review with my previous boss very vividly, and how he told me that I need to change my management style to be successful… something that I found difficult to believe, and didn’t want to hear at first. I wasn’t happy about him telling me that I need to change and tried to argue his feedback. It took me a couple of days/weeks to understand that he was right, and I am still thankful that he didn’t care about having to push back on me trying to argue and simply wanted me to grow and become a better leader. He told me that standards and striving for perfection is important, but the foundation for all this will always be fun! You need to enjoy what you are doing and have fun at it! As a leader you need to be able to motivate your employees to be successful and achieve great results because they enjoy what they are doing, and not because they have to.

Now we covered that we want to build a culture that encourages our employees to have fun at work, make our guests happy in return so that they spend more money and tell their friends about it. But who exactly is responsible for happy employees? It’s not only your manager or HR department, but it’s the leader in you and every employee in the hotel. Everyone has the power to be a real hero, and make the people around you happy!

The Service Profit Chain is not magical at all, but very real, and there is nothing more encouraging and exciting than working in a business whose success is directly linked to the happiness of its employees. Wouldn’t you want to work in a place like this?

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Put the ball through the hoop!

‘Taking the basketball and putting it through the hoop’ is an equivalent of getting things done, making stuff happen, and taking action. Working in a hotel like in any other people’s business you can rest assured that many things are not going the right way and that people make mistakes every day. Amazingly, however, most are eager to tell you what’s wrong, how it is affecting your business, and seem to know exactly what you should be doing about it to correct it, rather than helping to get it right themselves. Imagine a coworker approaching you about a problem, how it came it to it, and what she is doing about it to solve it.

Ìÿ÷ è êîðçèíà‘Putting the ball through the hoop’ is not a skill set, it’s an attitude, and a mindset to be part of the solution, not the problem. It’s wanting to change things to the better and making a difference. It’s about delegating tasks, and holding people accountable to it.

I have heard my former boss telling me this about a thousand times at our weekly meetings, when I would tell him about the challenges in our department and what I believe that he/we should be doing about it. ‘Take the ball and put it through the hoop’ would be his response at the end of every meeting, and he would be very enthusiastic and excited about telling me the true meaning of it over and over again. It’s about taking action, and not just talking about it. It’s about making a decision, and not being afraid about making mistakes along the way.

Continue reading Put the ball through the hoop!

My real Hero

Before I moved from Europe to New York City about six years ago, I left my old computer with my mom and showed her how to send e-mails. I took me an entire afternoon to walk her through the process from starting the computer to hitting the ‘send’ button, and make her feel comfortable with it.

The-Man-of-Steel-dc-comics-34648365-2880-1800Once I arrived in New York I got a text message from my mom telling me that the computer and e-mail does not work. So I called my friend in my home town to stop by and go over it again with my mom. He didn’t talk to me for weeks, so I guess he must have had the same frustrating experience as I did. Continue reading My real Hero