Kennedy Webcast – Train Your Team To Deliver E.P.I.C. Hospitality
The word “epic” has found its place in the vernacular of our daily lives. It has become the name of so many Epic “things” such as an Orlando theme park, an International ski pass, a company that produces popular video games, and another company that provides kids with digital access to books. What’s more, it has arguably become one of the most popular descriptive words and is currently used as an adjective, adverb, and noun, especially by younger generations.
In this workshop, Doug dives into an acronym he created from this word and will walk your guest-facing staff and leaders through how the concepts of empathy, patience, intuition, and compassion are foundational for creating truly memorable guest experiences while allowing for a lot more fun at work. And, for those wise enough to take these philosophies home at the end of the workday, they are also the key to having a more fulfilling and fun life. Here are a few of the concepts covered in this webcast.
– What many leaders call “soft skills” are actually “heart skills,” and “heart failure” is the leading cause of lost business!
– Seeking the higher good without selfish motives brings us peace, joy, and happiness!
– Evolve your empathy through a better understanding of life across the desk, bar, phone call, or email exchange, as opposed to the bad habit of “deanonymizing” the humans we call our guests.
– Patience. Developing patience starts with admitting you have a problem called impatience, and then building your mental strength just as you would build muscles at the gym.
– Intuition. Traditional hospitality training always preaches anticipatory service, but intuition allows us to do more than hand over a cold water bottle on a hot day and to instead “read the guest.”
– Compassion. Many of those who are attracted to the hospitality industry have very high emotional intelligence to begin with, leaving us with empathy fatigue. Yet compassion, which refers to putting empathy into action, can be the most rewarding part of our work.
