🔥🎙️ I will facilitate your people being purposeful. I’m the purposeful leadership & guest experience facilitator to retain your people & your guests. I deliver with passion, empathy, humour & 3 decades of experience.
Are you starting fires in the hearts and minds of those around you? I saw this somewhere and it really resonated with me, in hospitality we get the opportunity to do this all day, every day, infact in life, full stop, we get the opportunity but are we taking it? I popped into a local restaurant today to enquire about booking a table and to let them know I would be using a voucher gifted to me last year, I know I know, how has it taken so long to use it? A perfectly reasonable question considering how often I eat out but we are where we are. So I’m chatting with the foh team and I know this person to be one of the owners, not because I know her personally but because I pay attention to details like that, anyway, I shared the details with her, she went and checked on the system and then looked up to me with an air of impending disappointment. “I’m really sorry but your voucher has expired, it was issued 14 months ago, and they are valid for a year.” Now for clarity, this was a handwritten voucher, not some fancy digital thing that would have been a challenge to circumvent but this owner has made a choice. I smile, and ask “is there nothing you can do? I’m looking to book for 2 next Saturday night for the tasting menu” this is not a cheap option and the value of the voucher would have covered around a qtr of the bill, tops, “no sir, I’m really sorry but that’s the policy”. Hmmm This founder has made the decision to risk forgoing a booking worth around £200 instead of just taking the decent choice and honoring their handwritten voucher. As I stand in front of her, wondering if trade is that good, that she would have me walk away without booking and feeling disappointed instead of just honouring the voucher? The answer was yes, it kind of blew me away if I’m honest. She asked what time I would like to book for? It won’t surprise you to read, I did not. I wasn’t looking for something magnificent, I wasn’t looking for a show of unreasonable hospitality, I was just hoping that common sense would prevail, it did not. We get the chance every day to light fires for the people around us, the people we interact with, in their hearts and minds but this owner decided that would not be her course of action today. No, she would bring a fire extinguisher 🧯, just incase someone tried to ignite some joy in the name of guest experience. Am I being unreasonable in my hopes of her doing the right thing or do you feel she made the good choice? #westartfires #unreasonablehospitality
I know what I would do... I know what I would like my team to do... Am I confident that my team know that doing what is instinctively the right thing is the thing that they should do... well that is a question I should find the answer to. Ensuring your values are understood throughout the business is so vital. It's where great guest experiences start. #justmyopinion