"It's about connections. I want to connect with people. I want to make them think, 'yeah, that's how I feel.' If I can do that, that's an accomplishment." - Carole King, Singer, Songwriter
Think about all of the things you feel a strong connection with. Personally, I think of the people and places that I've learned to love over the years. You might think of your family, friends, hometown, or maybe even your car. Each of us start to feel these strong connections mainly by building relationships and spending time. How do we stay connected though?
We may think the most common ways to stay connected involve technology; phones, social networks, or email. Another way you might choose to stay connected is by sending letters or post cards. However, in my opinion, the most genuine way to stay connected to the people in your life is by understanding what is most important to them.
Make an effort to build a connection with each of your guests by learning and understanding what they feel is most important. Then, give them the means to stay connected to those things. Facilitating your guest's connections will set you apart. People will return to your property because they feel connected, even though they might be a million miles from home.
Tuesday, February 5, 2013
Tuesday, January 29, 2013
stay warm
"May you have warm words on a cold evening, a full moon on a dark night, and a smooth road all the way to your door." - Irish Blessing
This winter season is, naturally, a cold one in western New York. The cold air here often makes me think about and desperately try to remember what warm feels like. Why is that?
Think about cold. Not just cold temperatures, cold emotions too. What comes to mind? A frown, bills, bank lobbies, being sick, hospital waiting rooms, ice cubes, snow, a letter addressed to "whom it may concern", policies and procedures, a waitress who forgets who ordered which meal, or the woman at the DMV yelling, "next!" at a line of impatient people. Cold is uninviting.
Now think about warm. When I think about warm, I think about: hot coffee or chocolate, the smell of wood burning in the fireplace, my toes in the sand on the beach, a fleece blanket, chicken noodle soup, fresh-cut grass, a smile, a genuine greeting, a candle burning on the night stand, a hand-signed note, a hug from a child, a postcard from a friend, or a massage after a long day. Warm is desirable.
Each of us have the desire to feel warm. It's up to us to help our guests feel warm, in every way. Remember their name, welcome them back, leave them a hand written message upon arrival, greet everyone with a smile and a firm hand shake. Listen to each guest's request and be genuine when you respond. A guest who has felt warmth at your property will return to feel it again; this is in their nature.
This winter season is, naturally, a cold one in western New York. The cold air here often makes me think about and desperately try to remember what warm feels like. Why is that?
Think about cold. Not just cold temperatures, cold emotions too. What comes to mind? A frown, bills, bank lobbies, being sick, hospital waiting rooms, ice cubes, snow, a letter addressed to "whom it may concern", policies and procedures, a waitress who forgets who ordered which meal, or the woman at the DMV yelling, "next!" at a line of impatient people. Cold is uninviting.
Now think about warm. When I think about warm, I think about: hot coffee or chocolate, the smell of wood burning in the fireplace, my toes in the sand on the beach, a fleece blanket, chicken noodle soup, fresh-cut grass, a smile, a genuine greeting, a candle burning on the night stand, a hand-signed note, a hug from a child, a postcard from a friend, or a massage after a long day. Warm is desirable.
Each of us have the desire to feel warm. It's up to us to help our guests feel warm, in every way. Remember their name, welcome them back, leave them a hand written message upon arrival, greet everyone with a smile and a firm hand shake. Listen to each guest's request and be genuine when you respond. A guest who has felt warmth at your property will return to feel it again; this is in their nature.
Monday, January 14, 2013
to reach our potential
"Never underestimate the power of dreams and the influence of the human spirit. We are all the same in this notion: the potential for greatness lives within each of us." - Wilma Rudolph, Olympic Track
Star
Think of reaching your potential as being the best you can be. Working toward your potential can be done by working toward achieving your goals, or striving to look good in the eyes of your peers, your boss or your loved ones. Reaching your potential is something that we all may define very differently.
Our guests may define reaching their potential by having a successful meeting, accumulating enough reward points to take their family on vacation, a great workout every morning at the hotel before heading off to work, or simply having a relaxing evening after work with room service and a movie.
Your co-workers may define their potential as loving their job, providing for their family through hard work, getting the promotion, or sending their children to college.
It is obvious that we all would love to reach our potential. The way we each define our potential is inspired by personal goals and values. By working to identify the goals and desires of the people we deal with at work, we can make a huge impact. Pay attention to what motivates your guests and your co-workers, and do everything you can to accommodate them. Give your associates the tools to succeed and your guests the attention they deserve.
Help the people around you reach their potential; you will soon reach yours.
Star
Think of reaching your potential as being the best you can be. Working toward your potential can be done by working toward achieving your goals, or striving to look good in the eyes of your peers, your boss or your loved ones. Reaching your potential is something that we all may define very differently.
Our guests may define reaching their potential by having a successful meeting, accumulating enough reward points to take their family on vacation, a great workout every morning at the hotel before heading off to work, or simply having a relaxing evening after work with room service and a movie.
Your co-workers may define their potential as loving their job, providing for their family through hard work, getting the promotion, or sending their children to college.
It is obvious that we all would love to reach our potential. The way we each define our potential is inspired by personal goals and values. By working to identify the goals and desires of the people we deal with at work, we can make a huge impact. Pay attention to what motivates your guests and your co-workers, and do everything you can to accommodate them. Give your associates the tools to succeed and your guests the attention they deserve.
Help the people around you reach their potential; you will soon reach yours.
Monday, December 17, 2012
to belong
"The world connects not by molecules. It connects through ideas, hopes,
faces, dreams, actions, stories and memories." - Barrie Sanford Greiff,
Psychiatrist
The need to belong seems to be very closely linked with the need to be understood. Belonging evokes a sense of familiarity, similar to the feeling you get when you step through the front door of your home. It may evoke a feeling of security or validity; or even a sense of reason or bearing.
Each of us may encounter our sense of belonging differently. We belong in a family, a group of friends, a society, a band, an institute, or a neighborhood. The need to belong can happen in many different ways, but the important thing to remember is, we all have some need to belong. We need to feel joined in some way; to feel cherished, or part of something larger than ourselves.
Strive to show your guests and associates that they belong. You will soon begin to see your organization become much stronger. Everyone will feel secure and comfortable; but more importantly, they will feel... home.
The need to belong seems to be very closely linked with the need to be understood. Belonging evokes a sense of familiarity, similar to the feeling you get when you step through the front door of your home. It may evoke a feeling of security or validity; or even a sense of reason or bearing.
Each of us may encounter our sense of belonging differently. We belong in a family, a group of friends, a society, a band, an institute, or a neighborhood. The need to belong can happen in many different ways, but the important thing to remember is, we all have some need to belong. We need to feel joined in some way; to feel cherished, or part of something larger than ourselves.
Strive to show your guests and associates that they belong. You will soon begin to see your organization become much stronger. Everyone will feel secure and comfortable; but more importantly, they will feel... home.
Tuesday, December 11, 2012
to be understood
"All truths are easy to understand once they are discovered; the point is to discover them." - Galileo Glilei, Italian philosopher, astronomer and mathematician
When dealing with guests, understanding is essential. Empathy, listening, and encouragement all play a part in true understanding. We must all take the time to understand each individual we come in contact with. Understanding involves truly listening to what others have to say, not only with our ears but with our hearts, eyes, and our minds. It's all about putting ourselves in the other person's shoes, understanding their perspective, even if it is not one we share.
Listen to your guests by not interrupting, making eye contact, nodding, and rephrasing their concerns. When you feel understood, your issues begin to dissipate.
Understanding is a skill that can benefit you not only in the workplace, but also within your personal relationships. When you truly listen to your loved ones and tell them that you understand their issues, you'll find those issues to be short-lived. Sometimes the only thing we're looking for when we voice an issue is two simple words from our listener, "I understand."
When dealing with guests, understanding is essential. Empathy, listening, and encouragement all play a part in true understanding. We must all take the time to understand each individual we come in contact with. Understanding involves truly listening to what others have to say, not only with our ears but with our hearts, eyes, and our minds. It's all about putting ourselves in the other person's shoes, understanding their perspective, even if it is not one we share.
Listen to your guests by not interrupting, making eye contact, nodding, and rephrasing their concerns. When you feel understood, your issues begin to dissipate.
Understanding is a skill that can benefit you not only in the workplace, but also within your personal relationships. When you truly listen to your loved ones and tell them that you understand their issues, you'll find those issues to be short-lived. Sometimes the only thing we're looking for when we voice an issue is two simple words from our listener, "I understand."
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