Tuesday, April 9th, 2024

Featuring Jennifer Curtin, General Manager of The Beatrice Hotel

Some of you have told me (nicely) I need to make this short and sweet with actionable insights, so 1) reply and tell me if you agree, and 2) read on if you’d like to learn:

  • How The Beatrice hotel reached #1 on TripAdvisor and recognition as one of the best hotels in the region by Condé Nast Traveler

  • Practical steps for creating a culture of excellence - especially with team members new to luxury hospitality

  • How to form creative partnerships with brands like Dyson and Therabody to enhance the guest experience

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Jennifer Curtin: How we got to #1 on TripAdvisor & on Condé Nast's Hot List

Jennifer Curtin // Credit: Jennifer Curtin

Jennifer Curtin is the General Manager of The Beatrice in Providence, Rhode Island. Today, we’re learning how she led this hotel to the top of TripAdvisor's rankings for Providence and earned it a spot among the best hotels in the Northeast, according to Condé Nast Traveler.

Here are a few takeaways from our conversation:

  • Team First, Guests Second: While prioritizing the happiness and well-being of your staff above the guests' might seem counterintuitive in hospitality, it’s the secret sauce for ultimately providing exceptional guest experiences.

  • Forget Formal Experience: Instead of valuing candidates with a long history in specific roles, look for those with potential, adaptability, and the right attitude. Fresh perspectives can level up your service.

  • Suits Can Boost Confidence: The idea of having a formal dress code could be seen as old-fashioned or overly formal, but it can instill confidence and uphold a brand image.

  • “On-Stage” Mindset: Encouraging staff to view their roles as performers on a stage emphasizes the importance of each employee in creating memorable experiences.

  • Inspiration over Supervision: Providing reading material and encouraging self-education among staff during downtime allows your team to improve and thrive - and feel self-motivated doing so.

  • Embrace the Unhappy Employee: Actively seeking employees dissatisfied with their current jobs might seem risky, but it can uncover passionate people just looking for the right environment to thrive.

  • Conduct Unexpected Interviews: Using unconventional interview questions to gauge a candidate's problem-solving skills and personality can also reveal their ability to think on their feet, a crucial skill in hospitality.

  • Increase Casual Check-ins: Frequent, informal one-on-ones may be more effective in understanding and addressing team members' needs and ambitions compared to traditional, formal performance reviews.

  • Community Collaboration Over Competition: Actively working with and promoting other local businesses and the community can create a richer guest experience that extends beyond the hotel’s doors.

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