Hospitality that nurtures retention

Sales

Corporate

Transient

SMERF

Group & Tour 

Day Meeting

Convention

staff

F&B

Servers

Bartenders

Wait staff

Maitre D'

Greeter   

Cashier 

I learned Hospitality from the two hotel companies who set the tone and created the global standard for the 4-5 star experience. I have practiced their philosophy, regardless of hotel type. That philosophy is that sales and guest service are on the same team.

Guest Service

Bellman

Doorman

Front Desk

Concierge

Valet

Banquet set-up

If your hotel(s) have any of these job titles, the key of synchronized sustainable success is creating a cultural environment where they all work on the same team.

NO SEPARATION OF SALES vs OPERATIONS!

If you don't have an energized relational component inside of the walls, how can you possibly have one outside of the walls. As we all know, a successful hotel is one that retains a large measurable percentage of staff and clients from year to year. This requires the right selection, teaching, and motivation of people. The 2 hotels below is where my hospitality educational and implementation journey began. The documented opening and success of all hotels of affiliation speaks for itself and convinced me regardless of model, type, or name, the recipe is the same. This is the Secret Sauce for a happy owner. 

Westin Galleria Dallas

Ritz Carlton Laguna Niguel, CA