Stay Connected with the Soul of Service

Together with Hireology

Today, Elizabeth Harlow shares how one GM’s attention to detail created an unforgettable memory for her, why it’s essential to stay in touch with the people you serve, and how to do this when you’re leading at scale.

TOGETHER WITH HIREOLOGY

Research: What Hospitality Job Seekers Really Want

Just like you aim to create and deliver an exceptional guest experience, your hiring process should deliver the same level of care if you want to attract and retain top talent. In a competitive market, standing out to job seekers means creating an easy, engaging candidate experience. But are you meeting their expectations?

Hireology’s The Loyal Hospitality Worker report is based on an exclusive survey of hospitality job seekers today, and in this report you'll discover insights and data on:

Why a fast, responsive hiring process is essential
The importance of a seamless mobile experience
How to leverage the power of referrals

It’s time to make your hiring process as exceptional as your guest experience. Download The Loyal Hospitality Worker report to learn how to attract, engage, and retain the best talent for your hospitality business.

Download the research here now

Stay Connected with the Soul of Service

Elizabeth Harlow

Elizabeth Harlow is the Chief Brand Officer at Sonesta Hotels. Today, she shares her insights on maintaining a personal touch while leading at scale.

The big idea: Don’t let “service” become an abstract concept as you move into leadership; remember that every interaction can change someone’s day—or even life.

Why this matters: As you move into corporate leadership roles, it’s easy to reduce guests to data and statistics. However, great hospitality leaders understand the impact of service and make efforts to stay in touch with the heart of hospitality.

Go deeper: Listen to Elizabeth and I discuss this today on the Hospitality Daily Podcast (Apple Podcasts, Spotify), where we cover:

Why Elizabeth chose hospitality over other industries for her career
A story from her wedding that showcases the power of personalized service
The problem with the “heads in beds” mentality
Hospitality's opportunity to create memories
Balancing data with personal connection

Takeaways for today:

Avoid a "Heads in Beds" Mentality: Don't reduce guests to entries in a database or abstract statistics..
Cultivate a Sense of Belonging: Every guest interaction is a chance to show genuine care and make them feel valued.
Practice Proactive Problem-Solving: Small gestures, like the GM handling Elizabeth's wedding mishap, can create lasting positive memories and enhance loyalty.
Balance Data with Personal Touch: While data is essential, remember that each "number" represents a real person. Regularly reconnect with on-the-ground team members to stay in touch with guests' real needs and experiences.

Share your thoughts and join the discussion on the Hospitality Daily LinkedIn page

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A few final things:

If you have any thoughts, ideas, questions, or suggestions for Hospitality Daily, please reply to this email. I’d love to hear from you!
If you have something that would benefit the hospitality professionals who read, listen to, and watch Hospitality Daily, let’s work together to help you help more people.

Thank you for reading.

-Josiah

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the problem with "heads in beds"