The Power of "Internal Hospitality"

“Take care of associates, and they'll take care of your customers," JW Marriott Jr. famously said - but what does that look like in practice?

Today, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group, on how she and the organization's leaders do this.

Listen now on the Hospitality Daily Podcast

Jennifer Krapp

The big idea: If you want your team to delight your guests, start with delighting your team.

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We speak about [internal hospitality] on a daily basis, and people come to work for us because of this.

Jennifer Krapp

Why this matters: You can't provide something you haven't experienced yourself.

Listen now to my full conversation with Jennifer on this on the Hospitality Daily Podcast (Apple Podcasts, Spotify)

Note: If you only have a few minutes, I encourage you to watch this 4-minute clip from the conversation, talking about Hospitality U - their unusual leadership development program:

Hospitality U by The Indigo Road Hospitality Group

Put this insight into action:

Identify something small you could do this week to help your teams feel hospitality themselves (see Indigo Road CMO Katharine Ames' episode here or Eleanor Erickson’s episode here on chicken for some ideas)
Identify something a little bigger you could do to "surprise and delight" your teams - especially ones who might be feeling overworked and stressed (The story Jennifer shares early in today's episode of what she did at the restaurant Canoe is a great piece of inspiration for this)

…then let me know what you're doing so I can share it with our Hospitality Daily community here 🙂

Question for you: What can you do to take care of the people on your teams this week?

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

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If you enjoyed today’s insight, you may also enjoy these episodes…

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Culture As A Business Model: How We Turn Employee Satisfaction into Profits - Steve Palmer, The Indigo Road Hospitality Group

In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares insights on building and maintaining a great organiza…

podcast.hospitalitydaily.com/steve-palmer-culture

How To Really Care For Your People and Move Beyond Lip Service - Anthony Pellegrino, Ash

In the hospitality industry, the phrase "people matter" is often thrown around. However, this sentiment frequently falls flat when it comes to the everyday experien…

podcast.hospitalitydaily.com/anthony-pellegrino-people

Creating A Culture of Belonging To Enable Consistent Individuality - Bill Walshe

Do you want to attract talented people, and not only keep them in your organization but keep them happy and effective in delighting your guests and customers? Our g…

podcast.hospitalitydaily.com/bill-walshe-belonging

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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show hospitality to the people on your teams first