“Take care of associates, and they'll take care of your customers," JW Marriott Jr. famously said - but what does that look like in practice?
Today, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group, on how she and the organization's leaders do this.
Jennifer Krapp
The big idea: If you want your team to delight your guests, start with delighting your team.
We speak about [internal hospitality] on a daily basis, and people come to work for us because of this.
Why this matters: You can't provide something you haven't experienced yourself.
Listen now to my full conversation with Jennifer on this on the Hospitality Daily Podcast (Apple Podcasts, Spotify)
Note: If you only have a few minutes, I encourage you to watch this 4-minute clip from the conversation, talking about Hospitality U - their unusual leadership development program:
Put this insight into action:
Identify something small you could do this week to help your teams feel hospitality themselves (see Indigo Road CMO Katharine Ames' episode here or Eleanor Erickson’s episode here on chicken for some ideas)
Identify something a little bigger you could do to "surprise and delight" your teams - especially ones who might be feeling overworked and stressed (The story Jennifer shares early in today's episode of what she did at the restaurant Canoe is a great piece of inspiration for this)
…then let me know what you're doing so I can share it with our Hospitality Daily community here 🙂
Question for you: What can you do to take care of the people on your teams this week?
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If you enjoyed today’s insight, you may also enjoy these episodes…
A few final things:
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Thank you for reading.
-Josiah
