Sarah Richardson’s Post

“Expanding Hospitality: Creating Exceptional Experiences in Any Industry” I’ve been thinking about how hospitality isn’t just for F&B or hotels anymore. Will Guidara talks about this idea of ‘Unreasonable Hospitality,’ and it’s so more important than ever. His point is that any business—whether it’s finance, healthcare, or even retail—can apply hospitality by focusing on how they make people feel. It’s not just about service; it’s about creating experiences that people remember. In a world that’s becoming increasingly digital and we are becoming more service based, people are craving more connection. We live in a time where we’re more connected online but often feel disconnected in real life. Hospitality is a powerful way to bridge that gap. It’s not just about the transaction—it’s about evoking emotions, both for the customer and for the employee. When we go beyond what’s expected and are engaged in the present moment, we create moments that make people feel truly seen, valued, and cared for. For example, instead of just solving a customer’s problem, imagine going a step further to surprise and delight them—turning a regular interaction into something extraordinary. To do this, though, companies need a cultural shift. It’s about fostering care and connection, where every employee understands the value of hospitality and builds emotional connections with customers. What’s great is this approach doesn’t just benefit customers—it also makes the workplace more fulfilling. When we go above and beyond, we create an environment where everyone feels empowered, valued and inspired. This hospitality idea is more important than ever, especially as customer expectations are rising. People want faster, more personalized experiences. They’re 77% more loyal to brands that make them feel valued, and hospitality is key to achieving that. Plus, with technology like AI and automation making operations more efficient, there’s more room to focus on the human side of hospitality—the kind of moments that truly stand out. Hospitality can also set a brand apart in a competitive market. When we focus on creating memorable experiences, we’re not just building loyalty; we’re also driving revenue. In order for companies and entrepreneurs to succeed this as a critical factor in their growth. And it’s not just about the customer—hospitality starts with us, magenent. If employees feel valued and supported, that energy carries over into every interaction. When we go above and beyond for each other, we create an environment where care and connection become second nature. What’s great is that this mindset can apply to anything we do, whether it’s with customers or within our own team. What do you all think? Could embracing hospitality in this way help us reimagine how we work and interact with others?

Yesterday, I had the privilege of delivering an Unreasonable Hospitality workshop in Edinburgh, inspired by Will Guidara’s book of the same name. The concept is simple yet powerful: going beyond the expected to make customers feel seen, heard, and valued. It’s not just about fixing problems; it’s about creating moments of connection and delight that leave a lasting impression. While I was teaching these principles, I unexpectedly experienced two fantastic examples of unreasonable hospitality at the InterContinental Edinburgh The George - examples that mean I’ll likely never stay anywhere else in the city. Here’s what happened: The plug by my bed wasn’t working, which, as frequent travellers will know, can be annoying when you need to charge your phone. I mentioned it to maintenance before leaving for a meeting, but when I returned, it still hadn’t been fixed. Disappointing, but not the end of the world - I just charged my phone on the other side of the room. Before checking out I called to let them know the plug still didn’t work and thought no more of it. But when I got home, there was an email waiting for me. The team apologised profusely for the inconvenience and told me they’d credited my loyalty account with a generous number of points towards another stay. I hadn’t asked for compensation, but their thoughtful follow-up made me feel seen and valued. The second moment cost the hotel nothing, but it left an even deeper impression. I arrived late meeting Julie Firth for breakfast after a gym session, grabbed some yoghurt, and ordered a coffee. The wrong coffee arrived, which wasn’t a huge deal and I was in a hurry so I just took the one they brought , finished my breakfast and left. Twenty minutes later, Julie, who was still finishing her breakfast, brought a takeaway cup with the coffee I had originally ordered to my room. The waiter had remembered, taken the time to remake it, and ensured it reached me. That small act of thoughtfulness was pure class. These moments encapsulate why Unreasonable Hospitality matters. It’s not just about service - it’s about care, attention, and the ability to make someone feel important. So here’s my takeaway: customer service isn’t just functional; it’s emotional. How we make people feel shapes how they see us, our brands, and our businesses. Have you experienced moments like these that went above and beyond? I’d love to hear your stories of exceptional service that stuck with you. Photo inside The George - which looked extra festive 🎄

Certainly! Professional hospitality services play a crucial role in enhancing guest experiences and optimizing operations within the hospitality industry. Let’s explore the advantages of these services: Guest Services and Concierge: These services cater to guest needs and preferences, such as arranging transportation, making restaurant reservations, and organizing tours and events. Housekeeping and Maintenance: Professional housekeeping and maintenance services ensure a clean, functional, and inviting atmosphere for guests. Food and Beverage: From menu planning to bartending and event catering, these services exceed guest culinary expectations. Event Management: Whether it’s a wedding, conference, or corporate retreat, professional event management services orchestrate flawless and memorable events. Marketing and Branding: Strategic marketing and branding services position properties as desirable destinations for travelers and patrons. Revenue Management: These services optimize room rates, occupancy, and yield while considering guest preferences. Technology Integration: Cutting-edge technology solutions enhance guest convenience and streamline operations. Training and Development: Equipping staff with skills ensures consistent exceptional guest experiences. The value of professional hospitality services includes: Enhanced Guest Experience: Prioritizing guest satisfaction leads to repeat visits and positive word-of-mouth referrals. Efficiency and Productivity: Outsourcing specialized services allows properties to allocate internal resources more efficiently, improving operational effectiveness. Scalability: Services can be tailored to fit the unique needs of both large and small properties. Competitive Advantage: Investing in professional hospitality services differentiates properties by delivering unparalleled experiences and services.

Amazing book! "Unreasonable hospitality" is not a commonly used term or concept. However, if we were to interpret it, it could refer to a situation where someone displays an excessive or unwarranted level of hospitality that goes beyond what is considered normal or expected. This could involve going to great lengths to accommodate guests, providing an overwhelming amount of assistance or resources, or disregarding boundaries to ensure the comfort and satisfaction of others. In this book Guidara shares valuable lessons that can transform businesses and elevate their operations. Here my three key takeaways: 1. Embrace hospitality in all industries: Guidara believes that hospitality isn't limited to the restaurant industry and can have a profound impact on any business. By creating a hospitality-first culture, businesses can enhance talent retention, cultivate loyal customers, and increase profitability. Putting the team and customers at the center of every decision can lead to remarkable success. 2. Set audacious goals and involve your team: Guidara emphasizes the importance of setting ambitious goals and openly sharing them with the team. By vocalizing their aspirations and inviting the team to participate, businesses can achieve extraordinary results. This collective decision-making process empowers the team and fosters a sense of unity and determination. 3. Allocate resources for exceptional experiences: Guidara suggests managing 95 percent of the business's operations meticulously, while reserving 5 percent to create unforgettable guest experiences. This strategic investment in the guest experience, along with nurturing and supporting the staff, can propel a business to the top. The last 5 percent can have a disproportionate impact on customer satisfaction and overall success. Additionally, Guidara encourages leaders to share credit, seek inspiration from unlikely sources, and use gratitude as a tool to build morale. Elevating others and finding inspiration in unconventional places can spark creativity and drive innovation in unexpected ways. For more insights, read "Unreasonable Hospitality" to discover how to surpass expectations and thrive in business and life.

Consistency is key in the hospitality industry. It means delivering reliable service, maintaining quality standards, and presenting a cohesive brand image. From service delivery to product quality and operational efficiency, consistency builds trust, enhances guest satisfaction, and fosters loyalty. Prioritizing consistency across all aspects of operations is crucial for success in the competitive hospitality market. Check out our latest blog post on Consistency here: https://lnkd.in/gJjz5rZw <2 minute read> #Hospitality #Consistency #CustomerExperience

The Impact of Social Media on the Hospitality Industry: The Challenge of Reviews In recent years, reviews have become central to the booking decisions of guests choosing hotels, resorts and dining establishments. The shift toward review-based decision-making has encouraged hospitality teams to emphasize exceptional service and create memorable experiences. This system once fostered healthy competition, as establishments strived to climb the ranks by impressing guests and receiving positive feedback, with a top ranking becoming a symbol of success. However, the evolving dynamics of online reviews have introduced unexpected challenges. While many guests share genuine feedback, some individuals have misused these platforms for personal gain, threatening the reputation of businesses for minor benefits or complimentary services. Instances of guests leveraging negative reviews as a bargaining tool have raised concerns, with a few even fabricating complaints to influence outcomes. For hospitality professionals, responding professionally and constructively to these situations is a priority, but it can be disheartening when faced with unjustified claims. Managers are often expected to offer service recovery even when the issues raised may be unfounded, aligning with the core principle of Aditi Devo Bhava—or "the guest is god"—despite occasional exploitation of this ethos. The immediacy with which negative reviews are published can quickly impact an establishment's online ranking and reputation, while requests for reviews to be assessed or moderated may face delays. This disparity can be disheartening for dedicated hospitality teams who work tirelessly to ensure guest satisfaction. A more balanced approach from review platforms is needed to address these challenges. As an industry, we must consider new solutions to protect the integrity of online reviews, preserving the trustworthiness of guest feedback and the morale of teams devoted to excellence.

In the hospitality business, the core offering is not just a tangible product (like a room or meal) but the experience and service provided. Believing in and emphasizing the concept of “selling hospitality” rather than just tangible products is fundamental for several reasons, and it delivers significant benefits: Why We Are Selling Hospitality (Not a Product) 1. Emotional Connection: Hospitality is about creating memorable experiences and emotional connections with guests. A room or meal can be replicated, but the feeling of being cared for and valued is unique. 2. Service-Driven Industry: The essence of hospitality lies in delivering excellent service—anticipating guest needs, resolving problems, and making their stay or visit enjoyable. This service defines guest satisfaction more than the physical features of a hotel. 3. Perceived Value vs. Tangible Value: Guests pay not only for the bed or food but for the convenience, comfort, and personalized attention they receive. This intangible value justifies premium pricing and builds loyalty. 4. Human-Centric Focus: Hospitality relies on human interaction—warm greetings, proactive support, and personalized touches. These intangible aspects are what guests remember and share with others. 5. Differentiation in a Competitive Market: Physical products like rooms, beds, or even food can often be commoditized, but the experience and level of hospitality are unique to each brand or property. Benefits of Selling Hospitality 1. Stronger Brand Loyalty: Guests are more likely to return and recommend a property where they feel genuinely cared for. Selling hospitality builds emotional loyalty, which is more sustainable than transactional loyalty. 2. Enhanced Guest Satisfaction: Focusing on hospitality ensures guests have a seamless and enjoyable experience, increasing satisfaction and the likelihood of positive reviews. 3. Premium Pricing: Exceptional hospitality allows businesses to charge a premium because guests value the overall experience more than just the tangible elements. 4. Word-of-Mouth Marketing: Memorable hospitality experiences encourage guests to share their stories with friends, family, and on social media, driving organic growth. 5. Long-Term Relationships: A focus on hospitality creates lasting relationships with guests, turning them into repeat customers and advocates for the business. 6. Resilience Against Market Changes: In a competitive or volatile market, superior hospitality helps a business stand out, even when physical amenities or prices are comparable to competitors. Conclusion: Selling hospitality emphasizes creating positive, memorable experiences that guests value more than the tangible product itself. It not only differentiates the business but also builds a loyal customer base, enhances profitability, and strengthens the brand. By focusing on hospitality, businesses transform themselves from mere service providers into creators of unforgettable experiences.

The hospitality industry is a complex and dynamic field that requires effective management in order to succeed. Whether you are running a hotel, restaurant, or any other hospitality business, there are several key rules that can help you manage your operations more efficiently and effectively. Here are seven effective management rules to succeed in the hospitality industry. Focus on customer service The hospitality industry is all about customer service. Your customers are the reason for your business, so make sure they are always your top priority. Train your staff to be friendly, helpful, and accommodating to every guest, no matter how demanding or difficult they may be. Embrace technology Technology has revolutionized the hospitality industry, and it is essential for effective management. Invest in software that streamlines operations, such as a point-of-sale system, reservation software, and inventory management tools. Technology can help you manage your business more efficiently and provide a better experience for your customers. Develop a strong team Your staff is the backbone of your hospitality business. Hire people who are passionate about hospitality and are committed to delivering exceptional service. Provide ongoing training and support to help your team improve their skills and knowledge. A strong team can help you deliver consistent and high-quality service to your customers. Stay on top of trends The hospitality industry is constantly evolving, and it is essential to stay up-to-date on the latest trends and developments. Attend industry conferences, read industry publications, and follow influencers and thought leaders in the field. This will help you stay ahead of the curve and provide the best possible experience for your customers Monitor financials closely The hospitality industry is a business, and it is important to manage your finances effectively. Monitor your revenue and expenses closely, and use financial reports to identify areas where you can cut costs or increase revenue. This will help you make informed decisions about your business and ensure that you are maximizing your profitability. Maintain a clean and safe environment Cleanliness and safety are essential in the hospitality industry. Make sure your property is always clean and well-maintained, and take steps to ensure the safety of your guests and staff. This includes regularly inspecting your property for hazards, training your staff on emergency procedures, and providing adequate security measures Be adaptable The hospitality industry is constantly changing, and it is essential to be adaptable. Be prepared to pivot your operations in response to changes in the market, customer preferences, or other factors. This may require you to make changes to your menu, your pricing, your marketing strategy, or other aspects of your business. By being flexible and adaptable, you can stay ahead of the curve and succeed in the hospitality industry.

Japan's Hospitality Industry: The Spirit of Omotenashi and Beyond#1-1   In the global arena of customer service, Japan consistently stands out for its exceptional hospitality standards. At the heart of this distinction lies the concept of Omotenashi, a profound cultural philosophy that elevates service to the level of art. By understanding Omotenashi, businesses worldwide can gain valuable insights to enhance customer experiences.   What Is Omotenashi?   Omotenashi refers to the act of "entertaining" deeply rooted in Japanese culture, meaning to warmly welcome and treat guests with heartfelt hospitality. The word includes the honorific prefix "O," and its etymology implies "achieving with things." Here, "things" encompass not only physical items but also the heart and feelings. In other words, Omotenashi represents putting one's thoughtfulness toward others into concrete actions.   The culture of Omotenashi is particularly connected with the tea ceremony, and its spirit was spread by Sen no Rikyu. Rikyu established the principles of Omotenashi, known as the "Seven Rules of Rikyu," emphasizing the importance of considerate attention tailored to the individual. Thus, Omotenashi is not just about providing service but requires attentiveness and thoughtfulness that exceed expectations.   Sen no Rikyu (16th century) is sometimes called the "founder" because he laid the foundations of the tea ceremony culture that continues to this day. He demonstrated that the tea ceremony is not merely an act of enjoying a beverage but a culture that calms the mind and deepens human connections.   Moreover, Omotenashi is a uniquely Japanese culture characterized by interacting without expecting anything in return. This is highly valued in the service industry as well, where attentive care for each customer is required in hospitality at hotels and restaurants. Examples include providing meals that consider allergies and preferences or offering warm words appropriate to the visitor's situation.   In this way, Omotenashi reflects Japanese spirituality and virtues, becoming an important element in deepening human relationships. Even in modern times, the spirit of Omotenashi is a value that should be cherished not only in business but also in daily life.   Omotenashi is not merely a word meaning "hospitality" but a deeply rooted mindset embodying selfless service and compassion toward others. The word combines "omote" (front) and "nashi" (without), suggesting service provided without pretense or expectation of reward. This means anticipating guests' needs and exceeding expectations in a modest and thoughtful way.   Rooted in traditional practices like the tea ceremony, Omotenashi emphasizes meticulous attention to detail, harmony, and respect. The host carefully considers every aspect—from the selection of utensils to the arrangement of the garden—to create a seamless and meaningful experience for the guest.

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