Hodson Bay Hotel’s Post

In the ever-evolving world of hospitality, one thing remains constant: the importance of creating unforgettable guest experiences. Whether managing a bustling restaurant, overseeing a luxurious hotel, or leading a dedicated team, our mission is to ensure every guest leaves with a smile. Reflecting on my 11 years in guest relations across five countries, I've learned that success in hospitality isn't just about excellent service—it's about anticipating needs, fostering genuine connections, and going the extra mile to make each visit special. From the smallest details to the grandest gestures, every action we take has the potential to create lasting memories. As I continue to grow in this industry, I'm reminded daily of the power of teamwork, innovation, and passion. Hospitality is more than a job; it's a calling to serve, inspire, and elevate the human experience. Here's to all the incredible professionals out there, working tirelessly to turn moments into memories. Let's keep raising the bar and showing the world what true hospitality means! #Hospitality #GuestExperience #Leadership #PassionForService

What's the goal of hospitality? Well, it isn't to receive accolades or praise... After photographing hospitality pro Jake Wise, I started to wonder if hospitality was limited to the restaurant and hotel business. Of course it isn't. It's about making a positive impact and leaving a lasting impression through your actions. Regardless of the size or type of business, genuine care, attention to detail, and a desire to exceed expectations, will foster loyalty & build lasting relationships, earning you a reputation as someone who can be relied upon to deliver exceptional results, even when nobody's watching. #peakheadshots

MARRIOTT MAGIC! A couple of weeks ago, my longtime friend, Joe Calloway, posted a terrific LinkedIn message about the power of Marriott Hotels’ brand and their commitment to creating a hospitality experience that’s consistent and predictable. I commented back to Joe: Right you are! Clarity, consistency, reliability—drive loyalty, revenue, profits. Marriott has been my go-to hotel for decades. This relationship was solidified 20 years ago—when the Chicago Marriott Downtown Magnificent Mile became a client. Then, the hotel was under the dynamic leadership of Doug Ridge, who is a Marriott veteran. Doug has held numerous leadership positions throughout his stellar 39-year Marriott career. Now, he’s the GM at the JW Marriott San Antonio Hill Country Resort & Spa. When he was in Chicago, I worked with Doug and his executive team, affectionately dubbed, “The Magnificent Seven.” There were lots of things about Marriott Magic—I learned from Doug and his team, that produced BIG results, like: WISDOM WALK: Daily, Doug strategically "wandered" the hotel. He rode guest elevators. Peeked into meeting rooms. Hung in the lobby, where he called himself, a "lobby lizard!" He asked questions. His goal, see things from the guest's perspective. Share their experience. And to catch his team doing little things right.   LESSONS LEARNED FROM Doug Ridge and his talented team: To gain insights about your products, services, customers or team: Get up. Get out. Get involved! If you’re stuck behind your desk or glued to your computer, you may really be “stuck!” See your customers and people in action. Look for smiles or frowns. Confusion or fascination. Understanding who your customer is, (external and internal), and how they “decide”—helps you make intelligent decisions, to better serve them. What magnificent moments of magic—will you and your team—create for others today? #marriott #branding #hospitality #reliability #consistency #results

🌟 "Beautiful days do not come to you. You must walk towards them." - Rumi 🌟 As a seasoned Front Office professional, I've learned that in hospitality, we don't just wait for good days to happen; we create them! Whether it's a warm smile at check-in, handling a guest complaint with finesse, or finding that one missing reservation in a sea of bookings (we've all been there!), every action we take is a step towards crafting an exceptional guest experience. Think of it like this: The front desk isn't just a counter; it's a stage. Every day is a new performance, and our goal is to turn every guest encounter into a standing ovation. So, here's to walking towards those beautiful days—one happy guest at a time! 🚶♂️✨ #Hospitality #FrontOffice #GuestExperience #Leadership #Teamwork #ServiceExcellence

If anyone could see my office, they would see that I have various customer service, sales, hospitality, motivational quotes plastered over the walls! 3 of my favourites are "There is no traffic jam when going the extra mile" "Nothing is impossible - in fact, the word states I'm possible!" “Customers may forget what you said, but they will never forget how you made them feel”. We always actively seek feedback here at Hotel Cromwell (Stevenage) and I think the last quote resonates with me, especially when we get amazing feedback like the one below:- What is your favourite quote? #stevenage #hotel #excellence #motivation #feedback

The difference between service and hospitality: Service is black and white: it means you’re doing your job with competency and efficiency. Hospitality is color: color means you make people feel great about the job you’re doing for them. #serviceindustry #unreasonablehospitality

If anyone could see my office, they would see that I have various customer service, sales, hospitality, motivational quotes plastered over the walls! 3 of my favourites are "There is no traffic jam when going the extra mile" "Nothing is impossible - in fact, the word states I'm possible!" “Customers may forget what you said, but they will never forget how you made them feel”. We always actively seek feedback here at Hotel Cromwell (Stevenage) and I think the last quote resonates with me, especially when we get amazing feedback like the one below:- What is your favourite quote? #stevenage #hotel #excellence #motivation #feedback

It’s the Small Details That Make the Biggest Difference During a recent stay at the Four Seasons Hotels and Resorts Miami, Steve Turk was reminded of one key lesson that applies to anyone in hospitality... it’s the small details that create lasting impressions. From the seamless check-in process to thoughtful touches like perfectly arranged rooms, personalized poolside service, and elevated dining experiences, the team at Four Seasons knows how to transform an ordinary stay into something extraordinary. The best part? These are lessons anyone can apply! It’s not just about luxury—it’s about anticipating needs, adding personal touches, and consistently elevating every guest interaction. So whether you’re running a boutique hotel or managing a business, focusing on the small details can set you apart and create unforgettable experiences for your clients or guests. Check out our latest video tour of the Four Seasons Miami in the comments below. 🎥👇 #Hospitality #CustomerExperience #Leadership #Luxury #TheHospitalityMentor #FourSeasons

What is dis-loyalty? Carlo Del Mistro explains to Karen Stephens in the most recent episode of Hotel Moment: "We don't call it a loyalty program. It's about membership and exclusivity." This revolutionary program offers members immediate access to a suite of benefits, from discounts on hotel stays and dining to exclusive offers at newly opened properties—all without the complexity of tiers or points. Carlo is the Chief Digital Officer at Ennismore and he and the company have been bucking the trend of traditional loyalty programs. The aim is simple yet profound: to encourage guests who are loyal to one Ennismore brand—like the beloved Mama Shelter or chic Hoxton—to explore other brands within the Ennismore portfolio. Listen in to the latest episode of Hotel Moment with Karen Stephens to hear all about the value they provide to customers, the importance of data in maintaining this operation, and start elevating your understanding of guest loyalty in the digital age! #GuestLoyalty #HospitalityInnovation #Ennismore #dis-loyalty

Brand Insights in the Luxury Hospitality Sector I enjoyed sharing some insights on brands we've created at the Buell Hospitality Business Partner group yesterday. There are a lot of people in this group with highly relevant skills and experience to support the hospitality sector. #hospitality #brand #brainpower #businessgrowth