Defining Hospitality

Defining Hospitality Trailer Bonus Episode 191 Season 1

Putting Others First - Thomas Healy - Defining Hospitality - Episode # 191

Putting Others First - Thomas Healy - Defining Hospitality - Episode # 191Putting Others First - Thomas Healy - Defining Hospitality - Episode # 191

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What’s more important than making guests feel cared for? Today, Thomas Healy joins to discuss the core values of hospitality, the importance of a diverse and inclusive team, and his definition of leadership. He also reflects on how his upbringing in his family's New Jersey restaurant informed his hospitality ethos. The interview touches on significant topics such as the financial aspects of investing in independent hotels, the role of management companies in fostering employee culture, and the impact of technology on hospitality operations. Tom also shares a personal story about a recent health scare that led him to reevaluate how he spends his time, emphasizing the importance of aligning professional choices with personal values. The episode concludes with a discussion on the importance of providing authentic, experiential travel experiences for guests.

Takeaways
  • Always strive to make guests feel recognized and valued. Simple gestures like making eye contact and offering a friendly greeting can significantly enhance the guest experience.
  • Ensure that leadership reflects the diversity of the team. This promotes a sense of relatability and trust within the team, which can enhance the overall culture of the workplace.
  • Provide training that emphasizes both procedural knowledge and soft skills like reading nonverbal cues and understanding body language. This helps in offering personalized and compassionate service.
  • Leverage technology to identify patterns in customer behavior and operations. This data can help in making informed decisions to improve efficiency and guest satisfaction.
  • If managing an independent hotel, focus on delivering a unique and engaging guest experience rather than relying on brand recognition alone.
  • Provide opportunities for staff and guests alike to engage in learning experiences, enhancing both personal development and guest satisfaction.
  • Provide opportunities for staff and guests alike to engage in learning experiences, enhancing both personal development and guest satisfaction.
Quote of the Show:
“Hospitality is that simple. It's about putting yourself second and putting others first.” - Thomas Healy

Links:
Shout Outs:

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Creators & Guests

Host
Dan Ryan
Host of Defining Hospitality
Producer
Rayanne Pruitt

What is Defining Hospitality?

Welcome to Defining Hospitality, the podcast focused on highlighting the most influential figures in the hospitality industry. In each episode we provide 1 on 1, in depth interviews with experts in the industry to learn what hospitality means to them. We feature expert advice on working in the industry, behind the scenes looks at some of your favorite brands, and in depth explorations of unique hospitality projects.

Defining Hospitality is hosted by Founder and CEO of Agency 967, Dan Ryan. With over 30 years of experience in hospitality, Dan brings his expertise and passion to each episode as he delves into the latest trends and challenges facing the industry.

Episodes are released every week on Wednesday mornings.

To listen to episodes, visit https://www.defininghospitality.live/ or subscribe to Defining Hospitality wherever you get your podcasts.