Redefining Service Culture - Robyn Pratt - Defining Hospitality - Episode # 185

Defining Hospitality

In this episode, Dan Ryan interviews Robyn Pratt, the General Manager of the Phoenicia Hotel in Malta and Principal of Impact Consulting Limited. Robyn shares her journey from her upbringing in Australia to becoming a leader in the hospitality industry. She elaborates on the importance of genuine employee engagement and shares her approach to creating a strong service culture that results in both happy employees and loyal guests. Robyn also discusses the unique aspects of Malta and how the island's rich history adds to the charm of the Phoenicia Hotel. This episode provides a deep dive into how authentic leadership and a passion for service can elevate any hospitality operation.

Takeaways:

• Recognize that hospitality is about making people feel special and welcome, just as if they are guests in your own home.
• Appoint a dedicated person to oversee employee wellness, ensuring that your team feels supported both personally and professionally.
• Spend time interacting with both guests and employees. Regularly walk around the property to engage with your team and understand their daily challenges.
• Organize monthly general manager's breakfasts or similar informal gatherings where employees from different functions can share ideas and feedback.
• Implement programs like Employee of the Month, and consider equitable profit-sharing initiatives to incentivize the entire team.
• Encourage staff to bring their personalities to their roles. Genuine interactions can significantly enhance the guest experience.
• Implement comprehensive training programs focused on service culture development and provide opportunities for career growth.

Quote of the Show:

“ The words are easy to say, we've got these values. What does it mean? What does it mean to deliver a value of caring?” - Robyn Pratt

Links:

• LinkedIn: https://www.linkedin.com/in/robyn-pratt-33011a/
• Website: https://www.phoeniciamalta.com/

Shout Outs:

• 0:52 - Hospitality Daily https://www.hospitalitydaily.com/
• 0:53 - Josiah McKenzie https://www.linkedin.com/in/josiahmackenzie/
• 13:58 - UNESCO https://www.unesco.org/en
• 15:21 - Condé Nast https://www.condenast.com/
• 23:02 - Verne Harnish https://www.linkedin.com/in/verneharnish/
• 35:26 - Four Seasons https://www.fourseasons.com/
• 38:09 - Marriott https://www.marriott.com/default.mi
• 48:14 - Knights of St. John https://en.wikipedia.org/wiki/Knights_Hospitaller

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/