Excellence for Success.
Train Your Mind for Excellence to Stay Ahead of Your Competiors!
What is actually excellence? - For me, excellence is the quality of being outstanding or extremely good at something. It is the continuous pursuit of improvement and the commitment to deliver the best possible results consistently. From experience, I can tell you it requires lots of dedication, hard work, and a willingness to push beyond one's limits. Striving for excellence in all areas of life will eventually lead to personal growth, career advancement, and a sense of fulfillment.
Achieving excellence in the workplace requires a lot. The hardest is the consistency. But for many of my team members, it has become natural and easy to apply daily - with practice and daily encouragement.
Excellence is critical to success in any industry but it is especially crucial in the luxury hotel and wellness industry. Consistency in delivering exceptional service, attention to detail, and a commitment to exceeding customer expectations are all essential to maintaining a reputation for doing well what we do.
While it's not always possible to be perfect, no one is, and I had this reflection almost every day in my operational career. Striking for excellence and continuously improving sets top performers apart from the rest. In the luxury hotel and wellness industry, guests expect nothing less than the best, and excellence keeps them returning. And in the context of success, excellence is the foundation upon which achievement and satisfaction are built.
What does excellence look like in a Spa facility? Here are some basic examples that may appear straightforward but are often neglected in practice:
A serene environment that promotes relaxation and calm. - When was the last time you had a seat in your relaxation area for 15 minutes and observed any noisy disturbances like clapping doors, too loud voices, etc.?
Luxurious amenities such as plush towels, robes, and slippers. - When have you taken the last shower in your locker rooms and had your towels touch your skin?
High-quality and advanced spa products, equipment, and technologies. - What new technologies did your facility add to the menu last year, and what is your vision for the next one?
A wide range of services that cater to various needs and preferences. - How long has it been since new services were added, removed, or changed on your menu?
Expert and highly trained staff who provide exceptional service and care. - When did you have the last treatment at your facility to check on your standards and what your guests experience daily?
Attention to every detail, from lighting to music to scent. - When was your last walkthrough around sunrise or sunset to observe how the light adapts in your facility?
A clean and well-maintained facility with impeccable hygiene standards. - When did you last check on cleanliness, including drainage, the back of the house, inside cupboards, etc.?
Thoughtful and personalized touches such as customized treatments and attention to individual needs. - With many loyal guests, which new touches have you introduced last year? What are your plans to continuously surprise your guests in the future?
A mindful and eco-conscious approach to design and operations - which will become even more critical in the years to come. - What have you done yet, and what are your plans to make your facility more sustainable?
With this, it’s essential to understand that you’ll have a hard time alone. Therefore, transmitting your vision of excellence to your co-workers is critical. Here are some ways to teach and inspire your team about what excellent service means:
Lead by example: As a leader, your actions speak louder than your words. Show your team what excellence looks like by consistently delivering high-quality work and holding yourself accountable to high standards.
Set clear expectations: Clearly define what excellence means to your team and provide them with the necessary resources and support to achieve it. Discussing this during team meetings or briefings is a great starting point. Another option is to bring it up during the interview process.
Provide regular feedback: Give your team regular feedback on their performance, both positive and constructive. This will help them understand where they stand and areas to improve. Experience your facility as a guest frequently!
Encourage learning and development: Provide opportunities for your team to learn new skills and develop their expertise. This can be through training, workshops, or mentorship programs.
Foster a culture of excellence: Encourage collaboration, innovation, and a growth mindset within your team. Celebrate successes, learn from failures, and always strive for continuous improvement.
By implementing all or some of these strategies, you can teach your team the importance of excellence and create a high-performance and achievement culture.
And with this, to an excellent year ahead!