Issue link: http://digital.copcomm.com/i/7240
I n the service industry, being an employee is one thing; being a host is something entirely different. A host treats the people around him or her like invited guests. As a result, those guests feel welcomed, appreci- ated and cared for. That's hospitality. If an employee is unwilling to take it upon him or herself to play the role of host, then the people he or she serves are merely cus- tomers. In today's environment that is not enough. Customers don't come back and they don't refer others. Guests do. More than ever, people want to be noticed and feel special. Establishments that nurture the rela- tionships they create with their guests see benefi ts far beyond guest satisfaction and increased revenue. In an atmosphere of hospitality, everyone feels more appreci- ated. When people feel appreciated, teams are more cohesive, management is more effective, individuals are more willing to participate, standards and procedures are executed with more consistency and urgen- cy, costs are reduced and profi ts increase. Encouraging a host mentality within your team means focusing not only on what to do for your guests but also on how to treat them. With all of the attention being paid to mechanical skills, we've let slip the basic people skills that are so necessary for hospitality to exist. Every aspect of your business can be even more remarkable than it is already simply by refocusing your energy toward the human ingredient of your business. This is not new for you. You've hired good people, and you know what has to be done. You organize and invest in team meetings to revisit standards. During each shift you monitor the fl oor to be sure those standards are executed. Still, if you know it's possible for your guests to have more fulfi lling experiences and for your team to be more fully engaged, you're not alone. So what's getting in the way? Next installment: The Challenges. Eric Davison's Spirit of Service program is designed to complement existing on- premise training programs by empowering your team with proven tools and techniques they can use to execute your standards and procedures more effectively. When teams fully engage and shift toward an attitude of real connection with each other and their guests, companies signifi cantly reduce costs, create greater guest loyalty, and increase profi ts long term. For more information, contact info@spirit-of-service. com or call: 323-273-0097. THE SPIRIT OF SERVICE encouraging a Host mentality Eric Davison has developed a syllabus to elevate service levels in the hospital- ity industry. by Eric Davison establishments that nurture the relation- ships they cre- ate with their guests see benefi ts far beyond guest satisfaction and increased revenue." establishments that nurture the relation- ships they cre- ships they cre- march 2010 / the tasting panel / 89