Silvia KirklandApr 1311 minDON'T EXPECT TO GET RICH...COLLECTIVE THOUGHTS ON HOW THE HOTEL INDUSTRY IS MISSING THE POINT ON COMPENSATIONS. When I wrote the introduction on the "About me" page...
Silvia KirklandMar 109 minA TIME for TRANSITIONS..."Yesterday I was clever, so I wanted to change the world. Today I'm wise, so I'm changing myself." Well. It has been a while… The last...
Silvia KirklandMay 5, 20218 minHIRE WITH VISION.WITHOUTH VISION YOU CANNOT KNOW WHERE YOUR TEAM IS GOING. Here is a word I really, really like: VISION. A vivid mental image of the...
Silvia KirklandMar 31, 20219 minA Post-PANDEMIC GUESTS (and WORKERS) EXPERIENCE.INTERVIEW by REGITSE CECILIE ROSEVINGE Colleague, writer, marketing consultant, blogger, published author, founder of Room22.agency,...
Silvia KirklandMar 24, 20218 minONBOARDING and OFFBOARDING in the WORLD of HOSPITALITYHOW TO ENSURE YOUR NEW HIRES ARE GETTING THE BEST POSSIBLE FIRST (AND LAST) IMPRESSION OF YOUR COMPANY When we think about making a first...
Silvia KirklandFeb 22, 20218 minREVENUE MANAGEMENT: WHAT does it LOOK LIKE NOWADAYS?"REVENUE IS A REWARDING EXCERSIZE THAT CAN HAVE A HUGE IMPACT ON PROFIT, PERFORMANCE, AND GUEST EXPERIENCE." I've already talked about...
Silvia KirklandFeb 7, 20219 minThe NIGHT MANAGER: What HAPPENS when the LIGHTS go DOWNALL THE OPPORTUNITIES OF THE "GRAVEYARD SHIFT" In the summer of 2013, when I was still working for Hyatt in New York City, I found myself...
Silvia KirklandJan 25, 202110 minSPA & WELLNESS: the PARTNERSHIP with the HOTEL SIDEWHAT CAN WE DO TO ALIGN CULTURES AND UNIFY THE HOTEL AND THE SPA TEAM? As I've mentioned lately, in the past 8 months I have been talking...
Silvia KirklandJan 11, 20219 minSERVICE EXCELLENCE: 10 TIPS FOR YOUR GUEST RELATIONS MANAGEMENTIN OUR BUSINESS, WE ARE ALL GUEST RELATIONS OFFICERS If you have worked with me, you probably know me for being one who doesn't...
Silvia KirklandDec 28, 20209 minSTORYTELLING: how it CAPTURES PEOPLE'S ATTENTION and TOUCHES their EMOTIONS.A POWERFUL STRATEGY THAT DRIVES STAFF AND GUESTS ENGAGEMENT When I look for a new role - but often also when I choose where to stay -...
Silvia KirklandDec 21, 20205 min... A BIT OF HOPE... FROM MY HEART TO YOURS.Dear colleagues and friends, today is December 21st, and we are going towards the end of what will go down as the most unbelievable year...
Silvia KirklandDec 14, 20208 minSERVICE EXCELLENCE: the VALUE of PRIDE and AWARENESSPERCEIVING AND FULLY UNDERSTANDING SERVICE ONLY COMES WITH A GOOD DOSE OF MINDFULNESS Pulitzer Bar, Amsterdam So far, in the service...
Silvia KirklandDec 7, 202011 minSERVICE EXCELLENCE: The MOST AMAZING SERVICE I have ever EXPERIENCED EXCEPTIONAL SERVICE CAN BE FOUND ANYWHERE As much as we can all agree on the fact that the word service refers to the action of helping...
Silvia KirklandNov 30, 202013 minSERVICE EXCELLENCE INTRODUCTION: the SERVICE DNA INDUSTRY EXPERTS SHARE HOW THEY HELP COMPANIES CREATE A SERVICE CULTURE Dear colleague, friend, family member... today I have a very...
Silvia KirklandNov 16, 202011 minThe VALUE of INTERNS as the FUTURE LEADERS of our INDUSTRY"WE WANT TO BE TREATED AND VALUED JUST LIKE ALL THE OTHER EMPLOYEES" Something like 15 years ago, I had just gotten my master degree, and...
Silvia KirklandNov 9, 20207 minWOMEN in LEADERSHIP: an UNUSUAL ANGLEIF YOU FOCUS ON THE DIFFERENCES, YOU WILL ALWAYS FEEL DIFFERENT. I know as soon as you saw the title of this post, you probably thought...
Silvia KirklandNov 2, 20209 minThe ART of HOUSEKEEPINGA major shout out to all Housekeeping Departments in all properties and all over the world, for being able to cope with the new needs...
Silvia KirklandOct 25, 202011 minHow do we BUILD a GREAT INCENTIVE PROGRAM?THE MAIN REASON WHY WE CREATE AN INCENTIVE PLAN, IS TO PUSH OUR GOALS. Empire Terrace Suite, Andaz 5th Avenue, New York (room with a...
Silvia KirklandOct 19, 202012 minThe FASCINATING WORLD of CONCIERGE"CONCIERGE ARE HOSPITALITY ANGELS" Ron Stoevelaar "WITHOUT MY TEAM I AM NOBODY" Mario Picozzi If you have read one of my latest posts...
Silvia KirklandOct 12, 20208 minThe GUEST is ALWAYS RIGHT... or, ARE THEY?IF THERE IS CONFLICT BETWEEN STAFF AND GUESTS, WE NEED TO BE THE ONES TO FIND COMMON GROUND In the service industry there is a famous...