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Today, we're learning from Claire Llewellin-Davis, General Manager at The Lensbury Resort, who shares her journey from the military to hospitality and what this enables her to do. There are lessons here for all, regardless of your background!
Claire Llewellin-Davis
The big idea: Applying military-style preparedness to hospitality operations can elevate guest experiences and team performance in high-pressure situations.
I learned how to stay calm under pressure, a bit like a swan where everything above water is fine.
Why this matters: In today's competitive hospitality landscape, leveraging diverse experiences, especially from fields like the military, can give you a significant edge. Veterans bring crucial skills in crisis management, leadership, and adaptability. Hiring people with these backgrounds will build a resilient, innovative team capable of handling any challenge. This can lead to improved guest satisfaction and smoother operations, ultimately boosting your bottom line in an industry where exceptional service is the key differentiator.
Listen now to my full conversation with Claire on this on the Hospitality Daily Podcast (Apple Podcasts, Spotify)
Put this into action:
Use skills from past jobs: Encourage your team to apply skills they've learned in previous roles to improve guest experiences and solve problems. This can lead to creative solutions in your daily operations.
Stay cool under pressure: Train your staff to stay calm even when dealing with tough situations. This is crucial during busy times or when handling guest complaints.
Be ready for anything: Take a page from the military's playbook and improve your hotel's emergency plans. This can help your team handle unexpected issues - from last-minute group bookings to actual emergencies - more smoothly.
Hire veterans: Consider recruiting people with military experience for your team. They often bring great leadership skills, work well under pressure, and know how to follow procedures - all crucial in running a smooth operation.
Help veterans fit into hotel life: Create special training programs to help former military members transition into hospitality roles. Their unique experiences can bring new ideas for serving guests and managing your teams.
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-Josiah
