Training your staff to care, part 2: Instill empowerment
Our PowerPoint continues with the following thoughts:
- The truth is that the little moments of stresses we all feel dissolve when the artistry is just right.
- We don’t paint with brushes, but we do with gestures.
- Every time you anticipate a guest’s need — even before they do — you leave an impression.
- Impressions are made in the rooms, the spa and even in the hallways.
- And it’s no coincidence that the words palette and palate are just a few letters apart.
- You should enjoy and embrace this likeness, this portrait of yourself.
- Be proud of each other, and of the vibrant impressions you’ve made over the years.
Side 1: I am an Impressionist
Side 2: Balancing lives with the delight of being truly cared for.
Managers are provided cards meant to serve as a convenient reference point for guiding all day-to-day decisions in order to ensure all actions remain on strategy with the brand-building initiative within the company. They read:
For those who seek balance in their lives, Mirbeau is a gracious sanctuary, whose restful ambiance and interpretation of classic pleasures engage guests in the delight of being truly cared for.
Finally, throughout the back of the house, we post signs reminding everyone of their Impressionist messages and provide mirrors for them to see themselves as the Impressionists they are. And we encourage associates to provide caring with a twist — their own personal touch that adds a special something that the guest will remember and that will reflect the personality of the employee or the Mirbeau brand. There are even mirrors along the side of every door going from a BOH to FOH area that has one of our Top Ten Hospitality Standards printed on them like, “Always make smiling eye contact with every guest,” providing every staff member a reminder before they go out on “stage.”
I’d be interested to know how you approach staff training in a way that encourages delivery of exceptional caring to your guests.
Next up: the intangible, long-term financial benefits of making the fundamental switch from a service orientation to caring.