| | 9HOSPITALITY BUSINESS REVIEWMAY 2025When we take care of each other, we take care of our guestspeople seek experiences. And for that reason, the human touch will forever remain the most welcoming and the most cherished piece of hospitality. Putting People First With COVID-19 in our rear view mirror, hindsight has shed light on many learnings in our industry; one of those being the great strategy debate between asset light and asset heavy. While there are relevant points for each, I'm here to say that regardless of which you pursue, our greatest asset is always our people. We've also learned that tomorrow isn't promised and that while our work is meaningful, our relationships with our family and friends are equally, if not more, important. We've learned that taking time to recharge is not a sign of weakness, but a sign of commitment and an opportunity for new perspectives. We've discovered that people are eager to learn, to develop and to become the best versions of themselves and that we, as their leaders, owe them that chance. When we pour our knowledge, our time, our commitment and our genuine concern into our people, we set the stage to allow our people to pour their time, commitment and best selves into our guests. Internal Service Culture When we take care of each other, we take care of our guests. In the world of hospitality, consistency is essential. To create consistency, we must create a habit. In Terry Gross' interview with Charles Duhigg, author of The Power of Habit, Why We Do What We Do in Life and Business, he explains that "You can do these complex behaviors (parallel parking, brushing your teeth, gambling) without being mentally aware of it at all. That's because of the capacity of the part of our brain called the basal ganglia: to take a behavior and turn it into automatic routine." By committing to repeated behaviors such as genuinely asking one another how we are, consistently greeting each other with a "good morning" and looking for smallopportunities to make one another smile, we can develop both internal camaraderie and a strong rooted service culture that will never waver in the presence of our guests. Details Matter! Why do details matter? I often get asked this question and it's one that I love to answer. Although Richard Carlson said to us many years ago, "don't sweat the small stuff", I'm here to tell you don't just sweat the small stuff, but make them the focal point of your experience! I'll tell you a story that stands out in my mind. One of the most incredible trips of my life happened in Costa Rica. It was a ten day journey that enlivened all seven of my senses and opened my eyes to a whole new world of scenery and landscapes. On the first leg of the trip, I became sick. It's normal when you travel for your system to adjust, but it never feels nice when you're away from home. I called the front desk from my room and let them know I wasn't feeling well and that while it's not on the menu, I'd love to order the same meal I had last night. Before I could describe the dish, the person on the other end said absolutely, Ms. DelVecchio, we can make you the chicken from our tasting menu and bring you a club soda on the side. I was amazed at the attention to detail and how a simple acknowledgement of my preferences meant everything in that moment. They created a home away from home and that, I'll never forget. When we think about hospitality, fond memories of exploration and warm moments of human connection are what spark our continued sense of adventure. I am grateful for the experiences both personal and professional that have taught me the recipe for true hospitality. I hope that you can incorporate your experiences and mine when you set out to unleash the power of hospitable hospitality.
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