The Westin Grand Frankfurt’s Post

Discover the future of fair tipping in hospitality! 🌟 In our latest article, learn why tip pooling promotes teamwork, fairness, and better customer service. Click to read more. https://loom.ly/mTHDDNE #Hospitality #TipPooling #Fairness

Found this piece on IG and I thought of sharing. This is because I have seen people take service as hospitality and for me, they are way different as hospitality is more than just service. It will always be hospitality over service for me. IT IS A STRATEGY. Service might win you customers but hospitality will win you their trust. Listen below and give your thought. Happy new week to us all. #hospiality #hospitality#over#service #hospitalityindustry #service #customer #hotelindustry #credit: @the30rule

It's out - Europe's leading airport lounge report tracks the highs and lows of the lounge experience. Packed with data and insights - worth a read

Read Will Guidara's book "Unreasonable Hospitality". It's a wonderful book. Several key points from the book which caught my attention. 1) The Power of Emotional Connection Guidara emphasizes that what people remember most is how you made them feel This principle extends beyond just customer interactions to include employees and partners as well. For example, Guidara's team once turned a private dining room into a makeshift beach for a couple who had to cancel their planned vacation 2.Make Charitable Assumptions Making charitable assumptions when encountering unexpected behavior fosters positive relationships. Maybe someone had a bad headache, trouble at home or something else bothering them. This approach encourages empathy and understanding, which can defuse potential conflicts and strengthen connections with both customers and employees 3.The Value of Being Unreasonable Guidara argues that being "unreasonable" in pursuit of excellence can lead to extraordinary results. This doesn't mean being difficult or uncompromising, but rather pushing beyond conventional limits to create truly exceptional experiences. At Eleven Madison Park, this philosophy helped transform the restaurant to the world's best restaurant 4.Balancing Seemingly Conflicting Goals is possible The book demonstrates that it's possible to achieve excellence in multiple areas simultaneously. Guidara and his team managed to balance strict protocols with personalized, hospitable service. This principle can be applied in various industries, showing that quality and customer satisfaction can coexist with efficiency and profitability. Think of Southwest Airlines who are the lowest cost yet one of the best in cuatomer satisfaction. 5.Hospitality vs. Service. Service is black and white, while Hospitality is about color. Guidara makes a crucial distinction between service and hospitality. While service focuses on the technical aspects of customer interactions, hospitality is about creating a warm, welcoming atmosphere and personalizing experiences. This approach involves treating each customer as an individual and finding unique ways to make their experience memorable. #unreasonable #emotionalconnections #hospitality

Hospitality isn’t just a tactic for restaurants; it’s a powerful philosophy that can elevate any business. By making people feel special and valued, you build lasting connections and foster loyalty. It’s about creating an experience that goes beyond transactions and leaves a lasting impact. 🌟🤝 #HospitalityMatters #CustomerCare #BusinessPhilosophy #CreatingConnections #ElevateYourBusiness

MARRIAGE of CUSTOMER CENTRICITY and UNREASONABLE HOSPITALITY Why should we make the transition to the hospitality economy? Today, an excellent webinar was arranged by Nordic Business Forum and Will Guidara, restaurateur of the world's #1 restaurant and author of the must-read book "Unreasonable Hospitality" for any serious & forward-looking service industry leader. The learnings of the webinar for you to digest: WHAT and WHY hospitality? - Key: continuous customer and staff dialog - From knowing to engaging, from me to you, and from transactions to relations - You transact with customers, you connect with guests - True customer centricity is selflessness and humility - Service is only part of the product, often meeting the minimum expectations of customers - Hospitality goes many steps further and beyond to create a real connection with the guests - Core: Sense of belonging, making people genuinely to be felt to be taken care of - Hospitality is always a team sport based on high trust in guests engaging people - The "One inch - rule" of guest service personnel responsibility to everyone in the service process, from the fields & sea to the food on the plate served. - Keeping and retaining current guests, as well as employees, is always more cost-effective and motivating than continuously attracting new ones WHO and HOW to systemize hospitality? 1. Identify service patterns proactively. Recognize systematic patterns of service operations to be one step ahead of the next time. 2. You do not need to be original in everything, be ready to steal with pride and apply to your specific service context. 3. Create practices to give and receive hospitality for your staff in your organization. 4. As a leader, do not sell ideas but articulate direction clearly and invite people to be part of a purposeful journey. 5. 95/5 rule: Every cent counts. Be very strict with your spending up to 95%. Always spend 5 cents of every dollar earned on your people´s possibility and authority to provide unreasonable hospitality to your guests. Some more food for thought on hospitality in Finnish in the blog post Tervetulleeksi Toivottamisen Taika (The Magic of Welcoming) https://lnkd.in/d5zQBwGY #vieraanvaraisuus #hospitality #changethewayyouchange

How to make unreasonable hospitality your cutting edge advantage https://ift.tt/HXTqZl7 Eventually, someone is going to make a better product, or build a better brand, than you have. The way to keep people from switching sides? Harboring a loyal customer base. The way to harbor a loyal customer base? Relentless hospitality.  Famed restaurateur Guidara credits his successful career to what he calls “Unreasonable Hospitality” – also the title of his book – which he achieved by abiding by three main keys: Being present, taking the work seriously (but himself less seriously), and creating individualized customer experiences. By considering how you’re making your customer feel, you’re fostering connections and lifelong memories your patrons will never forget. Not only will these actions keep your customers returning to your business, but it will also work as a way of natural marketing; they’ll share stories of your service and draw even more people in, keeping your company alive. This video How to make unreasonable hospitality your cutting edge advantage is featured on Big Think. INFO via Big Think https://ift.tt/VYpvZUD May 22, 2024 at 07:06AM

Zurich Cafe Post Recap ✨ Heartiest congratulation to the entire team at Customer Success Network who were involved in making the first ever Zurich Cafe a huge success which was on 24th Sep at 📍Simplon Bar & Restaurant. Special credit to Andrea Spillmann-Gajek and Clement Quessette for pulling this off 😎 Few take aways from the Cafe on value relaization- In focused on value realization and drivers -- 🔹 A 15% annual growth in metrics like revenue or users can double the value in just 5 years, while a 15% decline can halve it. When pitching and evaluating long-term client value, keep this compounding effect in mind. 🔹 Focus on adoption from the start. A smooth technical deployment alone isn't sufficient—map out all stakeholders and end users, and ensure there's a clear plan to onboard and train them effectively. Stay tuned for the next season of the CS Cafe and hoping you all to join the next to learn more and network alongside ⏹ Colin Burke Ezra Zimbler Rumana Shaikh Prajakta Kale Shalini Arya #zurichCafe #CSN #customersuccesnetwork #networking #shaliniarya_

The hospitality industry is more than just a service, it’s costumer excellence, smiles, experiences, etc., I’m sure everyone in this industry have their own stories and experiences but I’ve decided to share some words about mine. The Heart of Hospitality: More Than Just Service In the F&B and hospitality industry, we don’t just serve meals or provide rooms; we create experiences, foster connections, and make moments unforgettable, nothing beats the turnover of a grumpy face to a smile. Every smile, every gesture, every plate perfectly served is an opportunity to show guests that they matter. It’s not just about meeting expectations—it’s about exceeding them in ways they’ll always remember. But let’s be honest: it’s not always easy. ✔️ Long hours? Yes. ✔️ Challenges with demanding situations? Definitely. ✔️ The reward of a satisfied guest? Absolutely priceless. Great customer service is not a task—it’s a mindset. It’s listening when others might overlook, responding with empathy, and always striving to make someone’s day better. To everyone in F&B and hospitality, here’s a reminder: You’re not just part of a team; you’re part of the memories people cherish. Let’s keep making every moment count. What’s a customer interaction that reminded you why you love this industry? Feel free to share your experiences bellow, I’d love to read them! Pedro Ribeiro #hospitality #foodandbeverage #costumerservice #teamcov

Is your patron a customer or a guest? 🤔 There's a world of difference between the two. A customer makes a transaction. A guest has a warm experience. How do you know how your patrons feel? SIMPLE They'll come back and not only that, they'll tell others about their experience. So, how do you create that sense of belonging and care for your guests? It's the small details that add up… a warm greeting, personalized service, and a genuine sense of hospitality. Because when your patrons feel truly seen and appreciated, they become loyal advocates of your brand. Remember, loyalty is earned through experiences, not just transactions. How do you turn your customers into guests in your restaurants? I'd love to hear your thoughts below! 👇✨ #CustomerExperience #GuestExperience #Hospitality #CustomerService