| Employees often feel constrained by their job titles. | | | | interview processes. Even if you are managing a |
| Doormen should mainly open doors, massage | | | | grocery store, your employees who stock shelves |
| therapists should mainly give massage treatments, and | | | | should know that their primary role is to help the |
| room attendants should mainly clean rooms. This type | | | | customer find everything they want and their |
| of constraint can inhibit the potential creativity and zeal | | | | secondary role is to stock shelves. That message |
| that employees experience in their jobs. I've held close | | | | MUST be communicated to all employees at all levels. |
| to 20 different roles in the hospitality industry, ranging | | | | When I was a restaurant server, I enjoyed talking with |
| from busboy to corporate training director, but only one | | | | my guests and learning about their preferences. One |
| role truly allowed me to "break free". In the role, my job | | | | night I was listening to a vacationing couple tell me |
| description was to move heaven and earth to delight | | | | about their favorite types of foods. They happened to |
| every guest all the time. That role was as a concierge. | | | | love fresh mangoes. They also wanted to visit a few |
| I loved that job. Being a concierge was purely about | | | | good local restaurants before their vacation ended. I |
| anticipating, organizing, and delivering exceptional | | | | immediately checked with the hotel kitchen staff to |
| service. Even after I moved on to other roles, including | | | | see if there were any fresh mangoes in stock, and |
| my current one as a service consultant, I approach | | | | unfortunately they were all out. Before returning to |
| every customer with the same concierge mindset..."I | | | | work the next day, I empowered myself to stop at a |
| will do whatever it takes to provide the best service | | | | local grocery store to pick up a few fresh mangos for |
| you have ever received". | | | | the guests. When I got to work, I coordinated with the |
| On a recent trip to Spain, I stayed at the Hotel Puente | | | | chef and a room service employee to make a special |
| Romano in Marbella. My interactions with the lobby | | | | tray of freshly cut mangoes for the guests. This tray |
| concierge were exceptionally positive, and I began to | | | | was sent to the room via room service, along with a |
| wonder, what would happen if every employee in a | | | | hand-written note from me. The note also contained a |
| business developed that same concierge mindset. | | | | list of very good local restaurants. I then followed up |
| What if every employee served like a concierge and | | | | with the concierge team, who sent a copy of the local |
| did not allow their service delivery to be constrained by | | | | restaurants' menus to the guest's room. The following |
| their job title? If this becomes the case in your | | | | day I contacted the guest to find out about their |
| business, then here is what each employee, including | | | | restaurant experience and to see if there was |
| yourself, needs to do consistently:o Never say "no". | | | | anything else I could to make their stay a memorable |
| Always give options and alternatives.o Going above | | | | one. I was not constrained by my job title. I was |
| and beyond will be the minimum standard of | | | | fortunate to work in an establishment where the senior |
| performance for all customers.o Feel empowered to | | | | leaders expected, encouraged, and rewarded such |
| create exceptional memories. This assumes that your | | | | behavior. |
| leader trusts you enough to empower you, coach (not | | | | This year, make it a point to encourage yourself and |
| chastise) your efforts and give encouragement | | | | your team to break free. You are more than a job title, |
| regularly.o Coordinate and work with other | | | | you are a service professional. It does not matter |
| departments to surprise and delight customers. It is | | | | what industry you are in; as long as you have |
| difficult to go above and beyond by yourself.o Always | | | | customers, you are in the service business. |
| follow through on customer requests. | | | | World-class concierges take great pride in |
| Special Note: If you are a senior leader, please ensure | | | | orchestrating memorable service experiences for their |
| that every employee knows that their primary job is to | | | | guests. With a concierge mindset, every employee on |
| serve customers. Each employee should know this | | | | your team will surely excel at engaging their customers |
| from the very beginning during the recruitment and | | | | everyday. |