Three keys to great hospitality from @the.ryanexperience
The creator presents a three-part breakdown of what separates great hospitality brands from good ones. He first discusses the importance of hiring for emotional intelligence over technical skill, using Danny Meyer as an example. Second, he explains the need for systemic consistency, citing the Ritz-Carlton's service credo. Finally, he covers 'world building,' arguing that great brands create a cohesive emotional experience for customers beyond just expensive decor.
Creator: @the.ryanexperience on Instagram
Transcript
Here's what separates the good from the great in hospitality. There are hundreds of bars, restaurants, and hotels calling themselves the best, but few actually are. In my experience, there are three things that separate the 1% from the 99%. The first is your team or your hiring process. Denny Better, the founder of Shake Shack and Gramercy Tavern has a rule when hiring. He hires for 49% technical skill and 51% emotional intelligence. But I think he's being a bit too conservative. I hire for 20%
Topics: Brand Strategy, Business
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