https://RonKaufman.com/Subscribe
If you want a shining service culture, you need to build an energized and motivated team that’s eager to take responsibility for improving service.
How? Well, you cannot generate this energy with top-down service directives. Instead, you must create an engaging service vision and support your team to deliver on this vision.
That’s how my clients at LUX* Resorts rebranded the organization, inspired their team, and elevated service throughout the organization. Their efforts built an exceptionally skilled and loyal team and turned a struggling resort group into a highly profitable industry leader!
Watch the video to hear HR leader Nicolas Austrey describe this turnaround…
#VideoPosts #ServiceLeadership #ServiceCulture #ServiceVision
Join the community and receive free resources, ideas, and invitations.
Below is an Autogenerated Transcript
Ron: You also provided an extraordinary number of supporting components, whether it was the vision or the purpose or the values or training or the reasons to go, the whole. And then tell us a little bit behind the scenes what was going on from the HR. side.
Nicolas: From the HR side, the biggest challenge was to infuse the energy and to make people understand. We were very lucky to have people like you, like Pierce, who created with us a very simple way to teach things and to understand things and to explain things. I remember when Paul did this, I think it was explaining the vision, purpose and values, the “VPV”, at the time we used that word, that acronym. So it was very interesting how we gave the support, that the people were so willing. It wasn’t imposed.
Ron: It wasn’t forced. It wasn’t forced at all.
Nicolas: It wasn’t injected. I think it was infused and people came on board and they realized that it was for the better and it was in a way, a very pleasing journey. I never felt it was, “Oh, my God, this is just so difficult. Why do we have to go through this?” It’s never been a thing that happened. Hard work, yes. Days, hours, nights of hard work, traveling when required and everything, but it was never like a painful adventure. Never. It was difficult, challenging, stressful, yes. Let’s call it. Got it. But pleasant feelings are associated in the process.
Ron: There was a purpose and it was a passionate driving energy. And you were never alone in it. The whole group was moving together.
Nicolas: When I see I mean, the most respect for the general managers of the properties do an amazing job with their teams because they are the business leaders and they make the magic happen with their team. Yeah, I mean, we are here to support, but we do such an amazing, amazing job. I mean, it’s just. Yeah.
Ron: Other people on the team who weren’t necessarily the general manager but just rose up and took such a sense of responsibility. We saw that in Maldives, for example, with Afeef. Absolutely, yeah. Especially during, you know, all of what occurred during the pandemic there.
