Скачать или смотреть Wings of No: Retire 'No' in Hospitality

Ban 'no' in hospitality: the 'wings of no' from Hyatt internships
Guest service playbook for hotels, Marriott mantra: staff happy, guest happy

At a five-star Hyatt internship students learned the 'wings of no', never answer 'we don't have that'; instead say what you can organize and make it happen, turning refusals into rituals of care that protect guest satisfaction and staff confidence. Marco ten Hoor, Academy Director at Hotel Management School Leeuwarden at NHL Stenden, says classrooms can set standards but only floor practice, scripting phrases, shadowing, pre-shifts and live coaching hardwires this behavior. Implement partner networks, reward staff who propose alternatives, and measure option rates and recovery wins so language becomes a system not a slogan; host Arjan Eikelenboom underlines that empowered teams equal happier guests.

'Subscribe for more hospitality and hotel insights.'
#hospitality #shorts #hotelmanagement #short