DON'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...
MY HEART IN HOSPITALITY
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Silvia Kirkland
- Mar 11
- 9 min
A 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...
120 views0 comments
Silvia Kirkland
- May 5, 2021
- 8 min
HIRE 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...
81 views0 comments
Silvia Kirkland
- Mar 31, 2021
- 9 min
A Post-PANDEMIC GUESTS (and WORKERS) EXPERIENCE.
INTERVIEW by REGITSE CECILIE ROSEVINGE Colleague, writer, marketing consultant, blogger, published author, founder of Room22.agency,...
96 views0 comments
Silvia Kirkland
- Mar 24, 2021
- 8 min
ONBOARDING and OFFBOARDING in the WORLD of HOSPITALITY
HOW TO ENSURE YOUR NEW HIRES ARE GETTING THE BEST POSSIBLE FIRST (AND LAST) IMPRESSION OF YOUR COMPANY When we think about making a first...
140 views0 comments
Silvia Kirkland
- Feb 22, 2021
- 8 min
REVENUE 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...
101 views0 comments
Silvia Kirkland
- Feb 7, 2021
- 9 min
The NIGHT MANAGER: What HAPPENS when the LIGHTS go DOWN
ALL 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...
370 views0 comments
Silvia Kirkland
- Jan 25, 2021
- 10 min
SPA & WELLNESS: the PARTNERSHIP with the HOTEL SIDE
WHAT 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...
463 views0 comments
Silvia Kirkland
- Jan 11, 2021
- 9 min
SERVICE EXCELLENCE: 10 TIPS FOR YOUR GUEST RELATIONS MANAGEMENT
IN OUR BUSINESS, WE ARE ALL GUEST RELATIONS OFFICERS If you have worked with me, you probably know me for being one who doesn't...
707 views1 comment
Silvia Kirkland
- Dec 28, 2020
- 9 min
STORYTELLING: 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 -...
175 views0 comments
Silvia Kirkland
- Dec 21, 2020
- 5 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...
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Silvia Kirkland
- Dec 14, 2020
- 8 min
SERVICE EXCELLENCE: the VALUE of PRIDE and AWARENESS
PERCEIVING AND FULLY UNDERSTANDING SERVICE ONLY COMES WITH A GOOD DOSE OF MINDFULNESS Pulitzer Bar, Amsterdam So far, in the service...
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Silvia Kirkland
- Dec 7, 2020
- 11 min
SERVICE 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...
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Silvia Kirkland
- Nov 30, 2020
- 13 min
SERVICE 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...
167 views0 comments
Silvia Kirkland
- Nov 16, 2020
- 11 min
The 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...
141 views0 comments
Silvia Kirkland
- Nov 9, 2020
- 7 min
WOMEN in LEADERSHIP: an UNUSUAL ANGLE
IF 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...
166 views0 comments
Silvia Kirkland
- Nov 2, 2020
- 9 min
The ART of HOUSEKEEPING
A major shout out to all Housekeeping Departments in all properties and all over the world, for being able to cope with the new needs...
453 views4 comments
Silvia Kirkland
- Oct 25, 2020
- 11 min
How 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...
275 views0 comments
Silvia Kirkland
- Oct 19, 2020
- 12 min
The 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...
2,081 views0 comments
Silvia Kirkland
- Oct 12, 2020
- 8 min
The 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...
947 views2 comments