The Wurzak Hotel Group’s Post

Doug Kennedy always encourages leaders to make sure their staff understands the differences between “guest service” and “hospitality.” Certainly, training on guest service is vital, being the vehicle by which we express hospitality. Hospitality, on the other hand, is a mutually shared feeling, a flow of positive vibes between two humans. How does one know when you have created this seemingly intangible “thing?” We can conduct surveys and read reviews, but there’s one sure way of knowing when we have made such a connection: when both parties feel Kama Muta. It’s something that virtually all humans have experienced, especially those working in guest-facing jobs, when we make an authentic, personalized, and heartfelt connection with another human. It seems to happen more often with strangers, rather than with loved ones I routinely see. It is a mutually experienced feeling felt across cultures, nationalities, and languages. There is even a common gesture that humans around the globe use when the feeling arises, which is raising the right hand and placing it over the heart. Here are training ideas to share with your staff. Read now at Hotel News Now: https://lnkd.in/eV_iBg9F  #KennedyTrainingNetwork #Hospitality #GuestService #HospitalityTraining #FrontDesk #Hotelier

Valencia was an employee I hired to be a team leader for my front desk when I owned the Ramada. If I recall she was born in Haiti. She had some broken English and doesn't have an MBA (yet anyway, she could if she chooses). She served in the trenches with me for a few years handling all the challenges that hospitality staff will experience and see. Not all those sights are pretty. Here is one important aspect of hospitality that some might not realize. Hotels are open 24/7/365. They don't close and most don't lock...ever. Anyone that has ever owned or managed a hotel knows there are 168 hours in a week because you work or are on call for all of them. That is very unique to a specific, small group of people known to a few. It's not for everyone. The owners or managers of these properties rely on staff. We get to know our staff, appreciate our staff, compensate of staff, listen to our staff, be thankful for our staff, support our staff, trouble shoot with our staff, teach our staff, learn from our staff, educate our staff, grow with our staff, incentivize and motivate our staff and so on. It really doesn't matter how efficient or smart an owner thinks they are. If owners don't take care of their valued staff, and show it, those employees will leave right behind the customers and go where they are appreciated. Lots of organizations state they can't keep good staff, sure, the labor market is competitive and like anything, attrition happens. That said, there is no sense in making it harder for oneself by not taking care of their good employees. Happy Monday. My goal today, I'm going to say thank you to at least 5 hardworking employees that add value to their organization. #staff #hiring #teamwork #townsquare #thankful #grateful #bereal

We as an industry forgot that before we hit the floor we had to watch videos to understand what brand standards stood for. Train for 2 -3 weeks before we got a board of our own. Or as a Frontdesk agent how our tone or body language would affect the guest. We were taught that whatever position you were in you did it accordingly and with pride. I was a housekeeper 20 years ago and I had great leaders. They taught me how to be the best at whatever position I was in. If we want to keep thriving we need to remember how we were trained and continue to past the torch, by holding people accountable, not just hiring bodies because we need someone to fill a position. We need to continue the hospitality legacy by giving the new hire the chance that was given to us and not just assuming that they will figure it out. Hospitality is a craft and everybody isn’t a people person. Let’s get back to the old school with proper training, motivation, support, and most importantly sharing with the new associates that we couldn’t do it without them. Whether it’s the front of the house or the back. We are the house that Hospitality buildt. Why we wanted to make the hotel feel like a home away from home. What the the 15/5 meant, and to put ourselves in the travelers shoes. Making sure the guest knew that we were glad that they were there, and upon checking out “how was everything?” I promise if we get back to it we will continue to win💯💪🏽 #ILoveToSeeTheirJoy #Hospitality #HomeAwayFromHome

"Teamwork Makes the Dream Work" Teamwork in the Front Office refers to the collaborative efforts of the front office staff to deliver exceptional guest experiences, ensure seamless operations, and achieve hotel goals. Some examples of teamwork in the Front Office include: 1. Communication: Sharing information and updates about guest requests, room assignments, and hotel events. 2. Problem-solving: Collaborating to resolve guest complaints, room issues, or unexpected situations. 3. Task delegation: Assigning tasks and responsibilities to ensure efficient check-in, check-out, and concierge services. 4. Cross-training: Sharing knowledge and skills to cover each other's roles during absences or peak periods. 5. Guest service: Working together to exceed guest expectations, provide personalized experiences, and build loyalty. 6. Room allocation: Coordinating room assignments, upgrades, and special requests. 7. Shift handovers: Ensuring smooth transitions between shifts, sharing critical information, and updating each other on ongoing tasks. 8. Training and support: Mentoring new team members, sharing best practices, and providing feedback for improvement. By working together as a cohesive unit, the Front Office team can: - Enhance guest satisfaction - Increase efficiency and productivity - Reduce errors and complaints - Improve job satisfaction and morale - Achieve hotel achievement and goals #Teamwork #FrontOffice #HotelLife #GuestExperience" #hotel #holidayinnkatra #bestteam #management

🌟 **Behind the Scenes of a Flawless Retreat** 🌟 I always take it as a compliment when people tell me they want my job at the camp and retreat center. However, what many don’t see is the immense effort required behind the scenes to create a seamless experience for our guests. 🧹 **Teamwork is Key** 🧹   From housekeeping to food service, every detail matters. Our dedicated team ensures that every corner is spotless and every meal is served with care. It’s about being proactive—anticipating needs before they arise and providing support where it's necessary. 🍽️ **Creating Memorable Experiences** 🍽️   What we do isn’t just about logistics; it’s about crafting unforgettable moments for our guests. Each retreat is a chance for individuals to connect with nature, each other, and themselves. It’s our job to ensure that their experience is nothing short of exceptional. ✨ **Embracing the Challenges** ✨   While the workload can be demanding, the satisfaction of seeing happy faces makes it all worthwhile. I’m proud to lead a team that thrives on challenges and continuously seeks improvement in our services. If you’re considering a career in this field, remember: it’s not just a job; it’s a passion for hospitality and a commitment to excellence. #RetreatManagement #HospitalityExcellence #Teamwork #BehindTheScenes #GuestExperience

In our bustling environment, challenges may arise unexpectedly, putting additional pressure on teams to meet the demands of guests and maintain the highest standards of service. This sudden increase in workload for operational teams requires additional support all around. We recognize the urgency of the situation and voluntarily step in to offer assistance and support regardless of which department we work and/or rank. The response to the crunch situation reflects our commitment to putting guest satisfaction above all else and ensures that the quality of service remains consistent even in challenging circumstances. As everyone jumps in to help the team in need, this not only alleviates the workload but a sense of unity and shared purpose emerges, fostering a positive and collaborative work environment. Guests observing the dedication and teamwork are impressed by the seamless coordination and exceptional service delivery. In this case HOUSEKEEPING..☘️ employees from different departments continue to gain a deeper appreciation for the hard work and dedication required in maintaining the cleanliness and organization of our resort. A sense of pride and accomplishment among the teams reinforces their commitment to providing exceptional service to guests and each other. As the crunch subsides and the workload normalizes, the impact of everyone's contribution is evident in the positive feedback from guests, the sense of unity among team members, and the enhanced spirit of collaboration within the property. This experience serves as a reminder of the importance of solidarity and mutual support in navigating challenges and achieving success in a dynamic and fast-paced hospitality environment 🌍 #hotelcrunch #teamcollaboration #teamappreciation #housekeeping #crunchtime #fsemployee #FSresortnevis #goldenrule #lovefourseasons #luxuryhospitality

For those of you stupid enough to be in Hospitality, see following a company that makes one of the more tedious aspects of your lives (and there is some stiff competition) easier. Trail - great company for all your weekly check lists of almost any type - floor or kitchen based. Easy to set up, useful reports and gives you peace of mind before the white-coated H&S executive (executive; honestly?) turns up and awards you those little stars (or not if you don’t have Trail..) I set up ours (yup, on my own); you can set up yours. Give it a whirl; you never know you might like it. Charlie https://trailapp.com

An Open Letter to Hospitality Professionals and HRs Dear Professionals in the Hospitality Industry, Have you ever considered that your experience in hospitality might just make you the perfect candidate for a PA or EA role? If you’re from the hospitality world, you already know the hustle: managing expectations, anticipating needs, and handling high-pressure situations—all with a smile on your face. These are exactly the traits that make exceptional PAs and EAs. Think of those chaotic days when the restaurant’s fully booked, or the hotel’s overflowing with guests. You juggle requests, troubleshoot issues on the fly, and manage crises with grace. That’s what being a PA/EA is all about—handling whatever comes your way and making sure everything runs smoothly behind the scenes. You’ve spent years mastering the art of service, and that attention to detail, combined with the ability to make quick, sound decisions, translates beautifully into the corporate world. For HRs out there; Don’t overlook hospitality professionals when scouting for PA/EA roles. These individuals have already honed their ability to work under intense pressure, multitask effectively, and remain proactive. They bring something extra to the table—a natural aptitude for client relations, an ability to anticipate needs before they’re communicated, and an innate sense of professionalism. However, to my fellow hospitality professionals, here’s a quick word of advice: learn to say no. In hospitality, the customer is always right, and the instinct is to please everyone. But in a PA/EA role, setting boundaries is crucial for keeping priorities straight. Saying no is not about refusing to help, it’s about managing your time effectively and ensuring that the most important tasks are given the attention they deserve. So, HR professionals—next time you’re filling a PA/EA position, take a closer look at those with a hospitality background. And to my hospitality peers—don’t underestimate the value of your experience. You already have what it takes to thrive in a corporate environment, and you might be the perfect fit for a role you never even considered. Sincerely, Jacqueline Rwezaura 🤗

Do you have the characteristics of a great hospitality professional? Our team spent 10 months researching the defining traits of high-performing hospitality workers, and designed a 3-step framework to help you measure: Positivity Eagerness to Learn Engagement Work Ethic Impact on Others Team Work Take our free Hospitality Qualities quiz to find out more about the qualities, and see how you score: https://lnkd.in/eNeg9F4Y #Hospitality #GoodToGreat #HighPerformance

"Coming together is a beginning, staying together is progress, and working together is success." – Henry Ford In the dynamic world of hospitality, teamwork is the cornerstone of success. Every guest experience is a result of seamless collaboration between departments, from front desk to housekeeping, F&B to concierge. When we work together, aligning our goals and supporting one another, we create not just a service, but memorable experiences that exceed expectations. In human resources, fostering a culture of teamwork ensures that every employee feels valued, motivated, and empowered. Together, we can achieve the extraordinary, because in hospitality, as in life, teamwork truly makes the dream work. Elton Andrade Aakash Roy Choudhury #Hospitality #Teamwork #Collaboration #Leadership #CustomerExperience #GuestSatisfaction #EmployeeEngagement #HR #HospitalityIndustry #WorkCulture #Success #DreamTeam #ServiceExcellence