How to Deliver a First-Class Experience
During a recent business trip to speak at a top university in New York City, I had the opportunity to meet Mr. Kaizad Charna, Area Managing Director of The Lexington Hotel located on the East Side of Midtown Manhattan. Kaizad and his team have created a first-class experience for their guests and a positive culture for their employees.
During our conversation, I asked Kaizad, “In your 20 years in the hospitality industry, what have you learned that has made you such an effective leader, and given you the ability to create a first-class culture?” His answers are great reminders for all of us as we grow our business and create strong relationships with our employees and our customers.
- We are not in the hotel business, we are in the human being business
- You're nice or you’re not nice- there is no 70%
- Be humble, persevere, and remember that you can always be kind
- Know your purpose and your why
- You can bring someone to the road, but you can’t make them walk it
- Loyalty is created by consistently taking care of our guests and making them feel special
If you feel this message would be helpful for someone you work with or someone you love, please forward it. And if you have a first-class experience you’d like to share, I’d love to hear from you.
Regards, Ed
www.EdGerety.com 800-207-2580 [email protected]
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