Hospitality that nurtures retention
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.
Sales
Corporate
Transient
SMERF
Group & Tour
Day Meeting
Convention Staff
F&B
Servers
​Bartenders
​Wait staff
Maitre D'
​Greeter
Cashier
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 are 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
