The Michelin Key isn't a rating—it's a philosophy of obsession where five universal criteria unlock the invisible threads that make guests unable to stop thinking about you.
Master the 5 Michelin Key criteria that transform good hotels into unforgettable experiences. Actionable frameworks for design, authenticity, service, and value.
Read More"If you're a true warrior, competition doesn't scare you. It makes you better" - Andrew Whitworth
Our insight this week is about setting up that right set of competition, what to track and some deep-down on using publicly available guest reviews to spur you, motivate you and improve your services.
Read MoreSerendipity is commonly used in reference to ‘the happy accident’. Serendipity is defined as “The faculty of making happy and unexpected discoveries by accident”
We suggests some actionable ideas on how to make this happen for your guests & teams! Read on >
Read MoreA Craftsman Mindset focuses on crafting every detail and then improving it over time. Recognising that every aspect of a particular task is a skill that can be identified and then improved.
Read MoreIf X happens, then we will do Y.
One of the simplest yet most powerful tools for designing your processes, crafting mindsets, creating situational awareness in your teams and making them response-able.
A perspective is a particular attitude towards or way of regarding something; a point of view. One approach observes and infers how someone feels. This is imagine-other perspective-taking (IOPT). The other way to empathise is to put yourself into someone else's situation, this is imagine-self perspective-taking (ISPT).
Read MoreEffortless Service - The UNCXE Way
“What is Hospitality: Graciousness; the art of making people feel welcomed, comfortable, and at ease, preferably in a seemingly effortless manner.” — Abigail Charpentier, human resources VP, ARAMARK Sports, Entertainment & Conventions.This post has some ideas on how to move towards effortless service for your guests.
Read MoreVisualization is the process of creating a visual image in one's mind or mentally rehearsing a planned movement in order to learn skills or enhance performance. This is generally considered an individual activity. I am asking you to make it a collective one. Get your team together, and then follow this process.
Read MoreSatisficing is a portmanteau word, made from satisfying & sufficing, it was first used by the Nobel laureate in economics Herbert Simon to explain a decision-making process in which an individual makes a choice that is satisfactory rather than optimal. So as customer service leaders, how can we use this?
Read MoreAnticipation is the key ingredient to creating a remarkable customer experience. When a customer is met with the surprise and delight of having their unexpressed needs fulfilled, it creates a compelling emotional connection and keeps them coming back for more.
Read MoreThe core is simple, focus on One Thing. Once you know the 1 thing that is most important, do it repeatedly, with excellence & deliberate practice. Once you have reached the high point in that 1 thing, 10X it. Once the 10X is achieved, add to it. Repeat the entire process. Success is built sequentially.
Read MoreAt the heart of great customer service is a great story. Learn to tell yours.
Read MorePOV - Point Of View is the mental position from which a story is observed or narrated. GPOV is the Guest Point Of View. When we look at every interaction, every process from the Guest's Point Of View.
Read MoreThe peak-end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e., its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience. The effect occurs regardless of whether the experience is pleasant or unpleasant.
Read More"All winners are trackers. You cannot improve something until you measure it"
While a lag measure tells you if you’ve achieved the goal, a lead measure tells you if you are likely to achieve the goal.
#leadership #measurewhatmatters #executionmanagement #hospitality #hospitalityleaders #innovation #bestpractices
Read MoreEclat Insight Of The Week: The Learning Loop is an approach to learning while you perform your daily work: you try out a new approach in a small way, then measure the outcome, then get quick feedback, then tweak your approach based on that feedback.
Read MoreWhat It Is The compound effect is the strategy of reaping huge rewards from small, seemingly insignificant actions. Small choices + consistency + time = significant results Using learning from each interaction, each incident, to shape future interactions and responses.
Read MoreA New Moment of Truth Gap has emerged; The time it takes from having ordered something and receiving it. This gap can have branded moments.
We - Eclat Hospitality share some insights into what #hospitality & #service industries can do.
