What's next in service for the hospitality industry, a culture of care: Jan Smith at TEDxTemecula
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- čas přidán 23. 12. 2013
- Jan M. Smith, Founder and President of Inland Management Group, provides organizations and individual clients with invaluable outsourced Human Resource professional advice in the areas of Human Resource Management, Hospitality Operations, Training & Development, Employee Relations, and Recruitment. Jan is an energetic facilitator, speaker, and trainer for national and international corporate and non-profit organizations and has shared her passion for service excellence through her support of the Tourism/Hospitality/Service industries in Temecula, California for the past 15 years. She is on the Board of Directors for the Temecula Valley Convention and Visitors Bureau. Her non-profit initiative, Begin Again Career Transition Services (BACTS) program, has provided outplacement/career transition services to hundreds of local unemployed residents of the Inland Empire.
Did you ever wonder why some service workers over or under perform? Jan Smith shares the relevancy of how a Culture of Care can positively affect both the employee and the customer in the service and hospitality environment
In the spirit of ideas worth spreading, TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. At a TEDx event, TEDTalks video and live speakers combine to spark deep discussion and connection in a small group. These local, self-organized events are branded TEDx, where x = independently organized TED event. The TED Conference provides general guidance for the TEDx program, but individual TEDx events are self-organized.* (*Subject to certain rules and regulations)
Exactly!
Happy Employees= Happy Customers
Everybody in the service industry is very much familiar with the service culture. It is going beyond the call of duty to ensure that your customer are delighted with your service. When an employee doesnt feel accepted in the company he/she is working at, it will make his/her performance go poor, but when an employee has a good relationship with his/her superiors then it would make his/her perfomance more better just as what the speaker has said.
Awesome Jan! It is so easy for Type A's to see inefficiencies as blockers to be removed. Good insight that the faster and cheaper solution is to do the right thing!
She covers the basics of hospitality and motivates you to go the extra mile..You can't fake passion! And yes, care for the employee is how it starts, many managers don't know how to do that, nor owners...
Thank you How to Open Your First Successful Restaurant for your comment. Cheers!
Thank you for sharing this video. I am totally agree with your philosophy of caring workers to give the best from them to customers.
Reading other comments about the video I realised they didn't understand that caring involves everything. Wage, helping them to grow proffesionally, motivation, listening to them... everything that make them love their job
Thank you for your comment. The idea of this TED Talk was to inspire business owners in the hospitality industry to take care of the most important people in their company: the employees, so they can take care of the customer.
A good video for a reminder of hospitality
great speech with intresting points
Very nice video. Thankyou so mutch
Simple concepts that definetively work
Thank you Marcelo Alejandro Rojas Decut for you comment. Cheers to a great year ahead.
Thank You for this information... Claude l National Hotels Association
Thank you Claude, hope this was informative for you. Cheers!
Very good video I liked it
Maybe that server wasn't grumpy, maybe she got triple seated at once, maybe the POS wasn't working, maybe she had to work a dbl without noticed, or maybe they j 86 some items and she wasn't informed, maybe she was just harrassed by a customer or MAYBE, maybe someone gave her attitude for thinking she was grumpy instead of consider all those factors.
most employers now, prefer a vending machine type of employee. its fast and can serve many at 1 time. no time wasted. that why many failed.
Sad to see, that of the 79k views, very few people share an opinion with this topic. I highly agree with the thesis and believe such an approach to care, from management, will trickle down and positively reflect from their employees or constituents. In the same city, go to a Costco and go to a Walmart and i bet that you're going to get a hundred times better service at Costco then you ever would at Walmart. If that doesn't sound crazy Walmart employees roughly 1.4 million people in the US which is 1% of the labor force of roughly 140 million. Over 50% of Walmart employees qualify for government Aid. No one can sincerely say that these are happy people and they are passing their Happy Feelings down to their customers and then these customers who carry those feelings throughout their day infect others who weren't directly involved. That's because the business world revolves around a cyclical relationship between the employer, the employee and the customer. Whether they do or don't, I'm not saying these types of Corporations directly control the functions of society but it is certain that they play a major role with influencing societal behaviors. The underlying point to all of this is quality of life. When your work gets you nothing and you still need aid from the government just to survive how can you ever live? Sadly that happens to most people living well within their means while neglecting basic necessities just to survive. Why should senior citizens have to choose between their medication and paying the electric bill? As we advance with technology and wealth concentrates to the few who hold it, people are going to be required to carry on new hardware and services for them that they used to not need which furthermore afflicts their budgets. A good example is cell phones and internet service. If you're in a city, travel along the state or the country and see how poor people really are. Tell me, what store you see in those poor towns? Then ask yourself what happens to a town of citizens that tries to unionize a labor force because of that store. We vote with our dollars and as cliche as it may sound, from every wise grandparent out there whomever said, " spend it wisely." I'd rather put money in the hands of people willing to do good with it rather than burning the world, or is a discount/deal really worth it?
I had a sales career for almost 7 years, and now just shifted to hospitality industry particularly in restaurant service for more than 6 months now, i look at it as similar because care for customer is at the core of the job, but i would like to ask does my career change really worth it or i just wasted it?
Much of your sales experience transfers from industry to industry, especially your customer service skills. It is true though that sometimes changing industry can take a little time to get back to where you were in a previous industry, but this is not a hard and fast rule, and often depends on factors like position, industry, opportunity within the new industry, etc. Hopefully you will enjoy the hospitality industry and have a good career path with it.
Hi good day... can i ask the whole lets say your script or speech coz i need to memorize the way you talk the way to pronounce the word everything.. just for the play for school..
Amazing, 4 year old hopping on papaya tree
Man, I can spot an "act" from a server from a mile away. The problem with mordern service industry is that hardly anyone is genuine now. The best service I ever received was by a girl who passed by my table, said Hi, her name, and gave me some menus and told me she'd be back in a few with waters all while maintaining eye contact and a neutral smile. There was no BS, no fake How-You-Doing, no small talk, just got the job done fast and effeciently. This whole "act" thing so highly praised by the speaker and cooperate really have no idea what proper service is.
I work at the service industry, and most of the times going the extra mile is not the best idea, most of the times, there is not a bad customer service, there are BAD customers, who misunderstand the meaning of customer service, by asking some dumb things, so being flat and efficient is sometime the best option
J G I'm glad I moved on before I got that crotchety
Yes and no. If you want care I say Airbnb or an exclusive 5 star resort only. But thats always why the industry has a hard time competing against Airbnb. With Airbnb's you can talk to the owner, learn the culture and he/she can accommodate your needs, so its a higher level of interaction. With an exclusive resort the people are paid better then average so they pretend to care. In all other cases expect it to be a race for the bottom line with property owners only interested in revenue and full of high turnover indifferent employees.
They want robots now days in hospitality industry. Upper management doesn't give a rats azz what's going on in your personal life just as long as you keep the scores up so they can get they're bonuses while U get $10.00 an hr doing it. Been the biz for 23 yrs and it's nothing like it use to be.
I am a part of this industry for almost 20 years, i started when i was 16 and now im 34, was working in 5 different countries in 2 continets, and i disagree with almost everything she says, the only thing i agree with is that u should be kind to ppl u work with, in reasonable amount! To me she looks like a person that would complain that sun is to hot, there is to much sand on the beach, the ocean is to cold... !! Fake smiles are shit, give ppl decent wages and u will see how ur hotel, restaurant, night club, coffe shop... will start blooming!
Muhammad Zubair correct my friend, but as u can see we have this lady on TED talk promoting this kind of hospitality for spoiled children...
PROBLEMS
Maybe I missed something, but this lady worked for Disney and goes out to eat. Now she's in human resources working for herself. Why is she commenting on how restaurants should handle their employees? As her example its a exemplary employee and a single mom, working 7 days a week caring for a bullied middle schooler and a father with dementia that caused her performance to slip. The manager has worked with her for years and is a great manager, but has no interest in the employees and how he can make their performance better... but he's a great manager thats known her for years. Why not say she's also minority who is crippled and has a unicorn horn on her head? Let's change the whole industry cuz I had crappy service at lunch (which we never got into why that person had a bad performance other than they didn't start a relationship with their table...shame on you Jan Smith for not reaching out to this person! Maybe she's efficient to deal with a family members medical problem...) and theoretically talked to someone who needed a bit of help.
not everyone is so needy thats lame its always the needed broads that are spewing this nonsense, i just want it efficiant and I know alot of others do to, i dont want a relashionship from my waitress lol are you kidding me? but I think its more of a ego complex, some people need attention and get to little in other aspects of life now they look for it from a waiter lol, this lady is one of those cornballs, I want a good and good priced poduct not a life story from a stranger lol, also this is just lip servive from wannabe leaders
well u obviously don't know what kindness feels like. a hotel is kind of different from a restaurant since guests will be staying there for a while, basically their temporary home while they're abroad. and u see service especially matters when u go to a new different place for the first time, u dont wanna have bad memories of it. no maybe being efficient works but having a home feeling is better. in the long term, to the employees so they can be happier in work, and to the guests to look back on their heartwarming holiday. u dont get these out of efficiency.
Must be nice to be from your gen that you can learn such “amazing “ things from actual real human beings that’ll never be paid as much as you and then stand up to talk about how you could do whatever you wanted. 😁