Leading Myself
What do we call the capability to control my reactions, understand others' emotions & build great relationships?
Emotional Intelligence
What is the purpose of the daily briefing?
Inform - Communicate - Train - Ensure the team is on the same page
What do we call Rixos Service Culture?
The X-Factor
How many types of feedback are there?
2: Positive & Constructive
What are the biggest trends in luxury hospitality nowadays?
Personalization - Human Connection (authenticity) - Genuine Care
What behaviours a leader should do to reflect a professional image?
Punctuality - Communication - Leading by example - Availability & Presence
Where should the leader spend most of their time?
On the floor, close to the guests & teams
What are the 4 pillars of Rixos Service Culture?
Start with Yes - Serve with Heart - Notice everything - Dare to be you
Why do many employees globally dislike constructive feedback?
Because it is not delivered the right way.
What are the elements that drive luxury service in a hotel?
Attention to details - Consistency - Confidence - Guest-Centric Approach
What is the best way for a leader to develop themselves?
Self-awareness - understanding their strengths & areas of development
What would make the team motivated at the beginning of the shift?
Recognition - Encouragement - Support
What are the 4 blocks of the Leadership DNA?
take Ownership - Make things happen - Build Teams & Trust - Ennismore Intuition
What is the most effective way to share feedback?
Be specific, talking about a behaviour, without any attacking or negative tone.
What the guest is expecting when they book in a luxury hotel?
To be welcome - understood - cared for - surprized - they will build memories in that hotel