We’re delighted to share insights from our rockstar Guest Relations Manager on delivering exceptional service and creating memorable experiences! Listen in to learn how passion and dedication drive our commitment to hospitality excellence at the InterContinental Mark Hopkins. #truehospitality #HospitalityExcellence #GuestExperience #inspireincredible InterContinental Hotels & Resorts
Today, one of my favorite hospitality professionals in San Francisco, Ana Atienza, shares her journey from studying hotel and restaurant management in the Philippines to building a successful career in hospitality on the front lines of hospitality as the Guest Relations Manager at the InterContinental Mark Hopkins San Francisco. Listen here: https://lnkd.in/g5Tughg8 Some takeaways from our conversation: Encourage and support employees' career aspirations. Ana's father was initially hesitant about her working while in school, but her friends and family supported her passion for hospitality. As a leader, create an environment where employees feel encouraged to pursue their career goals. Recognize potential and offer growth opportunities. When a coffee shop franchisee saw Ana's popularity and potential, they offered her a management trainee position. Be on the lookout for employees with potential and provide them with opportunities to grow and advance. Create a welcoming environment for all guests. Ana was inspired by the genuine hospitality she experienced at hotels. Train your staff to make every guest feel like a VIP, regardless of who they are. Provide mentorship and share insider knowledge. Ana's colleagues generously shared their knowledge about the hotel and guests, which helped her succeed. Encourage seasoned employees to mentor newer staff and share their insights. Teach employees to stay in the moment with guests. Ana learned the importance of being present and truly listening to guests during interactions. Train your team to focus on the guest in front of them, even during busy times, as it sets the tone for their entire stay. Involve all departments in new initiatives and gather feedback. The food and beverage team values input from other departments when launching new cocktails or menu items. Foster a collaborative environment where all teams feel involved and heard. Encourage work-life balance and flexibility. Ana struggled with overnight shifts, and her leaders were understanding of her needs. Be open to accommodating employees' scheduling preferences when possible to prevent burnout and improve job satisfaction. Empower employees to handle challenging guest situations. Ana's colleagues taught her not to take difficult guest interactions personally. Provide training and support to help employees navigate challenging situations with professionalism and empathy. Celebrate your city and create a sense of place. Ana's love for San Francisco shines through as she describes her daily commute and the hotel's iconic location. Encourage your team to be ambassadors for your city and to share their favorite local experiences with guests. 🎧 Listen to the Hospitality Daily Podcast on Spotify or Apple Podcasts ♻ Repost this with your thoughts to help someone else ➕ Follow Hospitality Daily here for more stories like this