| Teams need a purpose. They need a goal. They need a meaningful vision.
In the hospitality industry we are fortunate that our overarching mission is to create great experiences for our customers. At Newport Hospitality Group our mission is to enrich lives through high levels of service and value creation. We break this down further, but at the highest level, we are collectively in the business of putting smiles on faces and joy in hearts. Our professional mission is to bring happiness to our guests. How wonderful is that?
While this sounds simple, I know that it is not. Life gets in the way. Guests bring attitude. Teammates miss shifts. Hotel systems breakdown. But this is where we must shine. We need to rise above these challenges to help our guests and fulfill their needs.
The next time you find your teams frustrated by life, try these approaches to help them re-engage with a positive attitude.
- Remind your teams that they are working together to help someone. Their actions have a direct impact on a guest or team member and can make the difference between frustration and relief.
- Show your teammates how a smile and a positive word is more powerful than a cold shoulder. We have all seen the magic of empathy and how it can reverse a bad situation.
- Demonstrate that your hotel is a place of refuge. It should be a place of calm and comfort for guests and associates. When people bring chaos into the lobby, we have a collective responsibility to help bring peace.
Teams thrive on lofty goals with a human touch. NHG is built on this vision. Share our mission and encourage your teams to reach for our lofty goals. We can make our communities more hospitable and exciting!
– Andrew Carey, Chief Executive Officer |
