MY HEART IN HOSPITALITY

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3 days ago
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...

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A Post-PANDEMIC GUESTS (and WORKERS) EXPERIENCE.

Silvia Kirkland

Mar 31
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,...

61 views0 comments

ONBOARDING and OFFBOARDING in the WORLD of HOSPITALITY

Silvia Kirkland

Mar 24
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...

79 views0 comments

REVENUE MANAGEMENT: WHAT does it LOOK LIKE NOWADAYS?

Silvia Kirkland

Feb 22
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...

66 views0 comments

The NIGHT MANAGER: What HAPPENS when the LIGHTS go DOWN

Silvia Kirkland

Feb 7
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...

277 views0 comments

SPA & WELLNESS: the PARTNERSHIP with the HOTEL SIDE

Silvia Kirkland

Jan 25
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...

356 views0 comments

SERVICE EXCELLENCE: 10 TIPS FOR YOUR GUEST RELATIONS MANAGEMENT

Silvia Kirkland

Jan 11
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...

344 views0 comments

STORYTELLING: how it CAPTURES PEOPLE'S ATTENTION and TOUCHES their EMOTIONS.

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 -...

153 views0 comments

... A BIT OF HOPE... FROM MY HEART TO YOURS.

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...

134 views0 comments

SERVICE EXCELLENCE: the VALUE of PRIDE and AWARENESS

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...

70 views0 comments

SERVICE EXCELLENCE: The MOST AMAZING SERVICE I have ever EXPERIENCED

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...

81 views0 comments

SERVICE EXCELLENCE INTRODUCTION: the SERVICE DNA

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...

131 views0 comments

The VALUE of INTERNS as the FUTURE LEADERS of our INDUSTRY

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...

126 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...

154 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...

427 views3 comments

How do we BUILD a GREAT INCENTIVE PROGRAM?

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...

226 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...

1,993 views0 comments

The GUEST is ALWAYS RIGHT... or, ARE THEY?

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...

356 views2 comments

The MOST SENSATIONAL EVENTS of all TIMES!

Silvia Kirkland

Oct 5, 2020
7 min

The MOST SENSATIONAL EVENTS of all TIMES!

LET YOURSELF BE ENTERTAINED... When I think about the moment the pandemic became real in our lives - when the world started to shut down...

122 views0 comments

Will HOSPITALITY get its TALENT BACK when the PANDEMIC is OVER?

Silvia Kirkland

Sep 28, 2020
9 min

Will HOSPITALITY get its TALENT BACK when the PANDEMIC is OVER?

WHAT PEOPLE THINK ABOUT LEAVING THE INDUSTRY AND MAKING A CAREER SWITCH. If you have never been a writer like me, and all of a sudden you...

205 views0 comments

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