Kennedy Webcast – Creating Ordinarily Extraordinary Hospitality Encounters, DAILY!

First, Doug explores how a steady stream of highly successful business books have championed the concepts of “outrageous,” unreasonable,” “legendary,” and “wow” service training concepts. Surely, entrusting frontline associates with the budget and processes they need to extend “little extras” proactively is surely solid. Yet focusing on the exceptional, occasional opportunity to amaze is just not enough. Instead, this KTN webcast focuses on how guest service colleagues can create experiences that are “ordinarily extraordinary.”

– A reminder: we are in the business of memory making, not in the “rooms rental industry.”

– Guest loyalty is the summation of dozens of seemingly “little things” throughout a guest’s stay.

– Micro hospitality moments matter the most. Guest loyalty is either won or lost every hour of every shift.

– “Hospitality” cannot be delegated down the org-chart; leaders must model ordinarily extraordinary hospitality when interacting with staff as well as guests.

– Making a personal commitment to providing an individualized gesture of authentic hospitality for everyone encountered throughout the day, whether a guest, a travel agent, a third party, or an “internal customer.” Whether encountering them across the desk or bar, on the other side of phone convos, via email exchanges or as you pass them in the hallways, corridors, and parking areas, make the ordinary feel extraordinary.