12 Steps to Reclaiming Your Spirit of Hospitality From The Grasp Of Cynicism

As we look to the start of a new year and reflect on a string of several of the most stressful years in the history of the lodging industry, Doug offers us reminders of why we do what we do in this sometimes crazy business called the "hospitality industry." Join in as Doug delivers a presentation that - while witty and fun - also provides some badly needed coping tools for all guest service and operations staff. As they say in virtually all 12-step programs, admitting you have a problem is the first step taken toward overcoming it. So if you have recognized that you may have become a bit more cynical about the traveling public in recent years, register now and come prepared to grab your white chip!

• It's okay to vent, but do so in a way that does not disrespect guests. Avoid ruminating.
• Accept that guest complaints are a numbers game; the vast majority of guests come and go without incident, leaving satisfied and happy.
• Understand that you work in a "memory factory."
• Use your "5G Positivity" to overpower the weak, analog signal of the negative personalities you will surely encounter.
• Empathize before you apologize to defuse potentially explosive guest complaints.
• Use your "power of release" to break the chain of negativity.
• Gratitude is a superpower!

For more information please contact Doug Kennedy