QVC’s Post

🌟 Redefining Hospitality: Beyond Stereotypes ✨ In the realm of hospitality, stereotypes often paint a narrow picture, overshadowing the diverse and dynamic nature of our industry. But here's the reality: hospitality is a vibrant mosaic of talents, backgrounds, and experiences that defy any one-size-fits-all label. At the heart of true hospitality lies a commitment to authenticity, empathy, and inclusivity – values that transcend stereotypes and shape meaningful connections with guests and colleagues alike. It's about recognizing the individuality of each person we encounter and tailoring experiences that resonate on a deep, personal level. Contrary to common misconceptions, hospitality isn't confined to rigid roles or limited expectations. It's a multifaceted landscape where creativity thrives, innovation flourishes, and every interaction is an opportunity to make a massive positive impact. So let's challenge stereotypes and embrace a more expansive vision of hospitality – one that celebrates diversity, fosters inclusion, and honours the myriad talents/styles that enrich our industry. Together, let's redefine hospitality on our own terms and pave the way for a brighter, more inclusive future. 🌟🌍 #RedefiningHospitality #BreakStereotypes #DiversityandInclusion 🚀

Consider this: a diverse workforce, particularly in the hospitality industry, isn't just about ticking boxes. It's about crafting experiences that resonate with a global audience, expanding our market reach beyond traditional boundaries. But let's get practical. How do we translate DEI from concept to reality? - For our teams: Implement robust training programs, foster an inclusive culture, and diversify hiring practices. Create spaces where every voice is heard and valued. - For guests, cultural competence is critical. Ensure accessibility isn't an afterthought. Communicate and actively seek feedback. Remember, in hospitality, true success is measured by how welcome we make others feel. It's time we redefine 'hospitable' to mean 'for everyone.' #Hospitality #BusinessInnovation #DEI https://lnkd.in/gzNM3wV2

Ahead of this week's Summit of the Americas in West Palm Beach, Florida, Steven Johnson, President & CEO, North America, Avolta, spoke with DFNI about the company's success in 2023 and vision for the years to come. "In the U.S. and Canada, we have invested heavily in expanding our presence, and in the traveler experience. Travelers want brands that excite them, so we are continuously growing our portfolio of brand partnerships," Johnson said. "Travelers also want immersive, personalized experiences that make their journey as exciting as their ultimate destination, so we create concepts and moments — like hybrid retail and food and beverage stores, digital experiences, and marketing activations — that draw in passengers and engage them." Read more here: https://lnkd.in/eBqygJNF

See you in Rio de Janeiro! Come and let us share with you our expertise in loyalty and alternative payments. I am moderating on a panel. #loyalty #fintech #customerengagement #alternativepayments #merit

My Experience with the Ritz Carlton's Unmatched Service Culture The name "Ritz Carlton" is synonymous with service that doesn't just meet expectations but exceeds them. It was a burning curiosity, a longing to understand what makes the Ritz Carlton a beacon of customer excellence, that drew me to become not just a “lady” at their establishment, but a keen observer of their culture. Early 2020, a golden opportunity presented itself, allowing me to attend their executive program in Customer Service. What I found was not just a service; it was a promise lived every day, in every interaction. The Ritz Carlton does not leave experiences to mere chance. They infuse every moment with their promise and culture, making them THAT good. This is a symphony carefully orchestrated, a dance delicately choreographed. What we at BrandLove call Realtime Design™ is their daily bread, an essence drawn from collaborating with team members in their daily lineups. There are no customer journey maps adorning the walls at the Ritz Carlton. Instead, the journeys reside in the hearts and minds of their “Ladies and Gentlemen.” The culture is a living being, breathed into life hourly through rituals that are kept with meticulous care. Expectations are not merely stated, but embedded. Every lady and gentleman knows how to live the brand and how to transform moments of misery into opportunities to rise as a Brand Warrior. I've seen it. I've felt it. And here's my advice, delivered from the heart: Do not leave it to chance for people to interpret what “living your brand” means. Co-create your culture with your team. Understand how you will fulfil your brand promises. Celebrate and embrace the right things when they happen, and coach when there's room for learning and growth. Just as the Ritz Carlton doesn't only hang maps but lives the journey, don't just dictate culture - embody it. Live your brand with the conviction and grace of the Ritz Carlton. #cx #customerexperience #liveyourbrand

Building community isn't solely about promoting products or services. I consistently emphasize to my social team the importance of being active listeners. Sometimes, customers' needs are clear, but often, they simply need us to listen attentively to discover what truly matters to them. Reflecting on our Surprise & Delight doc brings back so many memories of our team's commitment to our customers and followers. One standout moment from my four years here at True Classic, still resonates deeply with me. There was this gentleman who was in search of one of our white Henleys, a shirt his girlfriend loved on him but he needed a new one. Despite being out of stock everywhere, we rallied our warehouse team to scour through our inventory. Miraculously, we found one tucked away in our boxes. Without hesitation, we overnighted it to him in Hawaii, where he was planning to propose within days. But our journey with them continued beyond the shirt. To elevate their special moment even further, we gifted them with Chatbooks so they could cherish their proposal and wedding photos in print. Following the proposal, we also sent them our favorite Farmgirl Flowers so they had something to come home to. As the Social Manager, I witness the good and bad of social channels daily. Ultimately, it's your vision and actions that mold the community you are in and what you aspire it to be. These moments of deep connection and exceeding expectations define the mission to give back and create meaningful experiences for everyone we touch. #socialmedia #socialcommunity #giveback #customerexperience

So this is 40… I always wondered how I’d feel when I hit the big 4-0. Where would I be? What would I be doing? And now I’m here! So, how do I feel? Well… I’m exactly where I want to be! Finding my home at Condé Nast has no doubt contributed to feeling content with what I always believed would be a scary milestone. The first 90 days of a new job usually involve a steep learning curve. There’s so much to absorb. So many people to meet. So much pressure on ‘proving’ yourself. Particularly a big leap of faith when I’d been in my previous role for such a long time. However, if Carlsberg did 90 day plans… I think Condé Nast must have stolen the recipe. A few highlights of my first few months: 1. Presenting to our CEO and his leadership team with a 100% research focused agenda. Yes, you read that right, Research owning an SLT agenda. Unheard of.  2. Promoting two of my team members, one of which went on maternity leave the next day. Yes, you read that right, promoted before maternity leave. Unheard of 3. My entire team winning a Game Changer award. Yes, you read that right, a trailblazing UXR team within a few months of having a new leader. Unheard of. This is great leadership. This is customer centricity.  This is Condé Nast. This is 40...and I love it.

Life is all about memories and experiences, right? In some time of reflection, I have compiled some of the best memories and experiences during my time at Express to share with you. When I first started at Express, I was brought on (thank you Vaughan Staros) to lead a customer experience program that was centered around Express' Brand Purpose. 'We Create Confidence. We Inspire Self-Expression'. With that, the experience was all about bringing our Styling Community together, and our associates, were the second largest component to that community (second to our customers). While leading this program, it allowed me the opportunity to meet and engage with amazing leaders throughout the country. I was able to build and lead immersion into the program, host change management sessions, lead store calibration visits, analyze the program performance, and most importantly, measure customer loyalty and associate feedback. I loved every second of that role, and I was able to immerse myself deeper into the brand, learn best practices, and take on new opportunities, such as leading Marketing Brand Events, hosting Associate Incentive Trips, and launch Customer Experience tools to drive consistency. While I was at Express, I also co-led the Professional Women and Allies Community Group and had the honor of moderating a panel for International Women's Day. As I mentioned in a previous post, that conversation was grounded in mentorship and it left me feeling inspired to be working with such an amazing community. And thank you, to my fellow leads Heidi Tharp Jennie Goff and steward Megha Patel! I was promoted last August (while on Maternity Leave!) to Senior Manager, Store Experience. My role grew into leading half of the Store Operations team focused on Field Communications, Learning and Development, Stores Strategy, Incentives, Recognition, Customer Experience and Initiatives. As a team, we led the Stores' Strategy, made significant improvements to the associate experience (through communication and immersion), and drove a store-centric culture through providing a feedback loop and store visit program. This Spring, I project managed our Field Leader Meeting where we brought our ELT, Regional Directors (Lee Vuolo Tracy Sundermeier Michelle Robinette, SPHR) and District Managers together to talk strategy for 2024. We delivered a virtual experience that left the audience engaged, clear, and ready to reboot the new year. And lastly, I would be remissed if I didn't acknowledge the amazing team I last worked with. Sherri Tamasovich Kimberly Graff Jennie Goff Betsy Spence Ariel Balske JESSICA BAKER Jeremy Saeger Becka Sanders Ruth Subedi I will miss learning and working with you! Thank you to each and every one of you who made my time at Express so memorable. It's these types of experiences that make you love what you do, and eager to take on more. If you have a memory or experience that I was a part of at Express, feel free to drop it below!

The Power of "We" in Hospitality Teamwork In the hospitality and service industry, working as a team is very important. Saying "I" instead of "we" can hurt team spirit, trust, and customer happiness. At Plaza Premium Group, we believe in "We Make Travel Better," and teamwork is key to achieving this. 1. Hurts Team Spirit:"I" makes people feel alone, but "we" brings everyone together. 2. Breaks Trust: Saying "I" can make staff feel unimportant and unhappy. 3. Slows Problem-Solving:"We" helps everyone share ideas and solve problems better. 4. Lowers Customer Satisfaction: Guests like it when the team works well together. 5. Stops Growth:"We" helps everyone learn and grow together. At Plaza Premium Group, our motto, "Together,We Make Travel Better," is a reminder that teamwork makes a difference. For a successful hospitality environment, let's use "we" and work together. How has teamwork helped your workplace? Share your thoughts! #Teamwork #Hospitality #CustomerSatisfaction #Leadership #PlazaPremiumGroup

The Fairmont is by far one of my favorite resorts, but even if it wasn’t, this is the most well thought-out, communicated summary of a business’ follow-through on #organizationaldevelopment and #strategicplanning for business growth, #employeeretention, and outstanding client experience. The way that the video demonstrates how they proved their #diversityandinclusion efforts by quantifiable action is so impressive. An organization that follows through on what they say they value builds the upmost trust. This video would make anyone want to be a part of the Fairmont establishment. So well done!!!