Resort Staff Training Techniques

KPIs in Hospitality: Key Indicators for Profitable Management In the hotel industry, accurately measuring performance is essential for making strategic decisions. Below are the 10 most important KPIs every hotel should monitor: 1. Occupancy Rate (%) Measures how full the rooms are. Formula: Occupied Rooms ÷ Available Rooms × 100 2. ADR (Average Daily Rate) Reflects the average revenue per occupied room. Formula: Room Revenue ÷ Occupied Rooms 3. RevPAR (Revenue per Available Room) Indicates how much the hotel earns for each available room, whether occupied or not. Formula: ADR × Occupancy Rate 4. GOPPAR (Gross Operating Profit per Available Room) Evaluates overall operating profitability. Formula: Gross Operating Profit ÷ Available Rooms 5. CPOR (Cost per Occupied Room) How much it costs to operate each occupied room. Formula: Total Operating Costs ÷ Occupied Rooms 6. Guest Satisfaction Index Measured through surveys and the Net Promoter Score (NPS). It reflects the customer experience. 7. Percentage of Direct Bookings Allows you to reduce dependence on OTAs and commissions. Formula: Direct Bookings ÷ Total Bookings × 100 8. Revenue Mix (%) Distribution of revenue between rooms, food and beverage, events, spa, etc. 9. Guest Retention Rate Measures how many returning guests. Formula: Returning Customers ÷ Total Customers × 100 10. CAC (Customer Acquisition Cost) How much it costs to attract a new guest. Formula: Marketing and sales investment ÷ New customers. These KPIs not only help improve operational efficiency but also drive sustainable hotel profitability. Measuring well is managing wisely.

Over the years, I've learned that true hospitality entails not just delectable food and a lovely setting, but also consistency, personalization, and attention to detail. From the time a guest arrives until they leave, every interaction counts. Whether you're new to the hospitality industry or creating your own concept, here is my ultimate checklist for creating a memorable guest experience: ✔️ First impressions set the tone The moment a guest walks through your doors is the moment their experience begins. Make it count. Make sure to greet them with a smile, eye contact, and enthusiasm that embodies the character of your venue. Within the first few seconds, people remember how you made them feel. ✔️ Anticipate needs before they ask Good service turns into great service at this point. Is your visitor running low on water? Between courses, has the table been waiting too long? Does a frequent visitor have a preferred seat or dish? Teach your staff to watch and respond before a request is made. Proactive service fosters loyalty and demonstrates concern. ✔️ Perfect the little details Often, the smallest things have the greatest effects. Consider how the lighting changes from day to night, how a napkin is folded, or how the music enhances the atmosphere. A unified, unforgettable atmosphere is produced by these details. Every location is created with the intention of telling a story, and the details are what make the tale come to life. ✔️ A strong team = exceptional service Without an empowered, well-trained, and mission-aligned staff, no venue can succeed. Being a host is a team sport. Make an investment in your people. Celebrate your victories. Openly discuss difficulties. Above all, establish a culture in which each team member takes ownership of the visitor experience because their concern is evident. ✔️ Tech should enhance, not replace hospitality Use technology to make things smoother, not colder. Digital tools and AI can help personalize menus, expedite reservations, and increase operational efficiency, but nothing can replace the human touch. Instead of reducing interaction, use technology to free up more time for your team to spend with guests. ✔️ Guests don’t just choose food, they embrace experiences We are now in the experience business rather than the food industry. People go out to experience celebration, comfort, connection, and excitement. Create moments that transcend the plate by planning your areas, your service, and your narrative. That's what makes a new visitor become a devoted regular. A successful F&B venue is about how you make people feel, not just what's on the menu. That’s the heart of hospitality. What do you think? What else would you include on this list? I would be interested in hearing your viewpoint. #HospitalityExcellence #CustomerExperience #HospitalityChecklist #7Management

3 team building activities to try at your next company offsite. —Leadership team— Have every member of the leadership team answer the following 3 questions in advance: 1. What do I love most about my job? 2. What’s the hardest part of my job? 3. What’s something people often don’t know or misunderstand about my job? Share everyone’s responses as a pre-read ahead of the live session and then lead a group discussion with helpful prompts like: What’s one thing that caught you by surprise? How did it feel to share this with the group? What patterns stood out to you? This is a great way to build x-functional empathy and awareness while surfacing underlying challenges. —Managers— Ask your managers to answer the following Q: On a scale of 1-5, how hard is it to be a manager? Facilitate a live discussion with follow up Qs like, “What’s the hardest part?” and “How does it feel looking around the room and seeing everyone else’s responses?” Then break everyone into pairs for a peer coaching session on a management challenge they’re currently facing. (Link below for template.) This is a great way to foster community and resilience for managers. —Employees— Break everyone into pairs and have them answer the following prompt: What’s a piece of feedback you’ve been sitting on? Provide them with coaching Qs like, “What’s holding you back?” and “How do you think the person would feel if they knew you were feeling this way?” This is a great activity to surface underlying issues, foster communication, and provide a peer coaching buddy your employees can lean on the next time they’re facing a challenge. Looking for more offsite tips and resources? Check out my favs here: - How to coordinate an in-person offsite (including template comms to employees): https://lnkd.in/eMQyHeNa - Leadership team building activities: https://lnkd.in/epGKs9ZH - Low lift management training activities: https://lnkd.in/ea3SPTVN What are your favorite company offsite activities?

“A brilliant VP offended a Japanese client without realizing it.” The meeting room in Tokyo was a masterpiece of minimalism—soft tatami mats, the faint scent of green tea, walls so silent you could hear the gentle hum of the air conditioner. The Vice President, sharp suit, confident smile, walked in ready to impress. His presentation was flawless, numbers airtight, strategy compelling. But then came the smallest of gestures—the moment that shifted everything. He pulled out his business card… and handed it to the Japanese client with one hand. The client froze. His lips curved into a polite smile, but his eyes flickered. He accepted the card quickly, almost stiffly. A silence, subtle but heavy, filled the room. The VP thought nothing of it. But what he didn’t know was this: in Japanese culture, a business card isn’t just paper. It’s an extension of the person. Offering it casually, with one hand, is seen as careless—even disrespectful. By the end of the meeting, the energy had shifted. The strategy was strong, but the connection was fractured. Later, over coffee, the VP turned to me and said quietly: “I don’t get it. The meeting started well… why did it feel like I lost them halfway?” That was his vulnerability—brilliance in business, but blind spots in culture. So, I stepped in. I trained him and his leadership team on cross-cultural etiquette—the invisible codes that make or break global deals. • In Japan: exchange business cards with both hands, take a moment to read the card, and treat it with respect. • In the Middle East: never use your left hand for greetings. • In Europe: being two minutes late might be forgiven in Paris, but never in Zurich. These aren’t trivial details. They are currencies of respect. The next time he met the client, he bowed slightly, held the business card with both hands, and said: “It’s an honor to work with you.” The client’s smile was different this time—warm, genuine, approving. The deal, once slipping away, was back on track. 🌟 Lesson: In a global world, etiquette is not optional—it’s currency. You can have the best strategy, the sharpest numbers, the brightest slides—but if you don’t understand the human and cultural nuances, you’ll lose the room before you know it. Great leaders don’t just speak the language of business. They speak the language of respect. #CrossCulturalCommunication #ExecutivePresence #SoftSkills #GlobalLeadership #Fortune500 #CulturalIntelligence #Boardroom #BusinessEtiquette #LeadershipDevelopment #Respect

"𝐄𝐭𝐢𝐪𝐮𝐞𝐭𝐭𝐞 𝐢𝐬𝐧'𝐭 𝐚 𝐬𝐞𝐭 𝐨𝐟 '𝐩𝐫𝐞𝐬𝐜𝐫𝐢𝐩𝐭𝐢𝐨𝐧𝐬 𝐟𝐨𝐫 𝐩𝐫𝐨𝐩𝐞𝐫𝐧𝐞𝐬𝐬' 𝐛𝐮𝐭 𝐦𝐞𝐫𝐞𝐥𝐲 𝐭𝐡𝐞 𝐠𝐮𝐢𝐝𝐞𝐥𝐢𝐧𝐞𝐬 𝐟𝐨𝐫 𝐝𝐨𝐢𝐧𝐠 𝐭𝐡𝐢𝐧𝐠𝐬 𝐢𝐧 𝐰𝐚𝐲𝐬 𝐭𝐡𝐚𝐭 𝐦𝐚𝐤𝐞 𝐩𝐞𝐨𝐩𝐥𝐞 𝐟𝐞𝐞𝐥 𝐜𝐨𝐦𝐟𝐨𝐫𝐭𝐚𝐛𝐥𝐞... Most business houses encourage business discussions over business lunches and dinners. Recently we delivered a #demonstration on dining etiquette to the executives of a business house. Following basics were covered and discussed:. #Table Manners: Learn basic table manners, such as using utensils from the outside in, chewing with your mouth closed, and placing your napkin on your lap. #Silverware Usage: Familiarize yourself with the proper use of various utensils. Forks are typically on the left, and knives and spoons are on the right. Use the appropriate utensil for each course. #napkin Etiquette: Place your napkin on your lap when seated. Use it to wipe your mouth and fingers, but avoid using it as a tissue. Place it neatly on the left side of your plate when you leave the table temporarily, and on the right side when you finish the meal. #conversation Skills: Engage in polite and positive conversation. Avoid discussing sensitive topics, and be attentive to your dining companions. #ordering and #menu Understanding: Be familiar with the menu and know how to order politely. If you have dietary restrictions, inform the server discreetly. #dining Pace: Match your dining pace with the others at the table. Avoid eating too quickly or too slowly. #Use of #bread and Butter: Break a small piece of bread, butter it individually, and eat it. Don’t spread butter directly from the communal dish. #cellphone Etiquette: Keep your phone on silent or vibrate mode. Avoid using it during the meal, unless it's an emergency. #Toasting Etiquette:Hold your glass by the stem and raise it for toasts. Make eye contact, and participate in the toast verbally or by taking a sip. #Thanking the Host: Express gratitude to the host before leaving. Send a thank-you note or message afterward for a formal occasion. Practice these tips in various settings to become comfortable with different dining scenarios, and observe others to refine your skills. We bring amazing content on #etiquette to stay updated, simply hit the 🔔 icon and follow Lt Col Himanshi Singh . 𝗗𝗠 𝘁𝗼 𝗯𝗼𝗼𝗸 𝗮𝗻 𝗮𝗽𝗽𝗼𝗶𝗻𝘁𝗺𝗲𝗻𝘁 𝗼𝗿 𝘀𝗲𝗻𝗱 𝘆𝗼𝘂𝗿 𝗾𝘂𝗲𝗿𝗶𝗲𝘀 𝘁𝗼 𝗼𝘂𝗿 𝗲𝗺𝗮𝗶𝗹. #etiquette #diningexperience #finedining #tablemanners #dining #linkedin #linkedininfluencer

High-performing teams usually do great work together and get awesome results. But even high-performing teams can regress to just doing 'okay', or worse, underperforming. Pressure can bend a team backwards or forwards based on how the team responds to it. When a team, or even one person on the team, is overwhelmed by pressure, it can lead to stress, conflict, and burnout, causing the team to regress. However, if the team sees pressure as a challenge and has the right support and resources, it can boost their performance and growth. Effective managers and leaders play an important role in developing and sustaining a pressure-resistant team culture. They work at individual level as well as team level to build skills, encourage effective communication, and foster a strong sense of trust and respect among team members. Realistically, it's difficult to completely prevent people from feeling overwhelmed and stressed. While manager's can support the development of resilience in people and create supportive environments, individual reactions to stress vary greatly, and some factors are beyond their control. This makes it really important for leaders to watch out for signs of escalating stress, such as changes in performance, morale, or behavior. By recognizing these signs early, they can intervene with appropriate support or adjustments, helping to prevent more serious issues like burnout and maintaining a healthy, productive team dynamic. Understanding the Responder Stress Continuum can be helpful. This model, often used in high-stress professions, outlines four stress levels: Ready, Reacting, Injured, and Critical. Let's look at how this applies to our teams in the corporate world and the important role of managers and leaders. ✳ Ready: This is where we all want our teams to be - engaged, motivated, and stress-free. At this stage, teams are productive, innovative, and collaborative. It's where high performance happens. ⚠ Reacting: Here, stress starts creeping in. Maybe it's a tight deadline or a challenging project. Teams might still perform well, but there are signs of strain. Regular communication and coaching at both individual and team level are key at this stage to prevent escalation. ⚡ Injured: If stressors aren't managed, teams enter the 'Injured' stage. Performance dips, morale drops, and burnout risks increase. This is a critical point where targeted interventions are necessary to bring the team back to 'Ready'. 🛑 Critical: The stage we all want to avoid. Chronic stress has set in, leading to serious implications for health and performance. Recovery at this stage is difficult and requires significant time and resources. #teamwork #highperformingteams #teamdevelopment #leadership #leaders #manager #stressmanagement #teamdynamics #teameffectiveness Image Credit: Laura McGladrey and Responderalliance.com

The Art of Nunchi: What Korean Culture Can Teach Us About Hospitality Developing quick nunchi is a hospitality super power and here's why... In hospitality, the best service is often the quietest. It’s the coffee refilled without asking, the intuitive pause before recommending a wine, the seamless flow of a team that moves as one. It’s not scripted, and it’s not just efficiency rather something deeper. In Korea, they have a word for this: Nunchi (눈치). Nunchi is the art of reading the room, sensing unspoken needs, and adjusting accordingly. It’s not about what is said, but what is felt. A person with quick nunchi can walk into a space and immediately understand the mood, the dynamics, and how to contribute to harmony rather than disrupt it. Great hospitality thrives on this same instinct. It’s why some service feels effortless, while other experiences, despite being technically perfect, fall flat. At its core, nunchi is about presence. It requires us to be fully aware, not just of tasks but of people. It’s in the way a maître d’ subtly redirects energy in a dining room, how a bartender senses when to chat or when to simply be there, how a leader understands the pulse of their team without needing constant feedback. True hospitality can begin when we stop serving and start seeing. So, how do we build nunchi into our industry? ·      Teach teams to pause before acting, observe, then serve. ·      Enter a room, approach a table or a guest with an empty mind. ·      Practice active listening & look for micro expressions and energy changes. ·      Master the Art of Silence Nunchi is often about what is not said as much as what is spoken. ·      Develop emotional intelligence - tiny expressions tell big stories. ·      Foster shared awareness—hospitality is a collective rhythm, not a solo act. ·      Read team dynamics and defuse tension before it escalates ·      Learn from mistakes. Reflect - the best service lessons come in hindsight. Nunchi isn’t about manipulation; it’s about harmonizing with the flow of a space and making the right move at the right time. In a world moving fast, where service can feel transactional, nunchi reminds us to slow down and tune in helping us develop a deeper more connected form of hospitality. Read more on my Substack: https://lnkd.in/gzghxHhB

🚀 Wrapped up an exciting workshop with a scaleup. Here's how to deliver killer sessions 👇 1️⃣ Less is more: We focused on quality over quantity. One big, memorable activity beats a dozen forgettable ones. 2️⃣ The main event? A high-stakes egg drop! Teams built landers to protect eggs from a big fall. Talk about a crash course in problem-solving! 🥚💥 3️⃣ The real magic? It happened AFTER the eggs landed (or splattered 😅). The magic is in the the debrief. Debrief is crucial. 𝗪𝗲 𝘂𝘀𝗲𝗱 𝗮 𝘀𝗮𝗶𝗹𝗯𝗼𝗮𝘁 𝗲𝘅𝗲𝗿𝗰𝗶𝘀𝗲 𝘁𝗼 𝗲𝘅𝗽𝗹𝗼𝗿𝗲 𝘁𝗲𝗮𝗺 𝗱𝘆𝗻𝗮𝗺𝗶𝗰𝘀: - What's propelling us forward? 🌬️ - What's holding us back? ⚓ - What hidden rocks (risks) can hinder our progress? 🪨 - What's our island paradise (goal)? 🏝️ This visual metaphor unlocked buried conversations. It's amazing how a simple drawing reveals complex dynamics! 𝗪𝗵𝘆 𝗱𝗼 𝗜 𝗹𝗼𝘃𝗲 𝗿𝘂𝗻𝗻𝗶𝗻𝗴 𝘁𝗵𝗲𝘀𝗲 𝘄𝗼𝗿𝗸𝘀𝗵𝗼𝗽𝘀? Simply put, you can see in real-time teams building trust, gaining clarity, and deepening bonds. In a time where workplace dynamics are spent over endless Zoom calls and Slack threads, there's something irreplaceable about being in the same room, facing the same challenges, and yes, cleaning up the same egg mess together. 🧼 𝗞𝗲𝘆 𝘁𝗮𝗸𝗲𝗮𝘄𝗮𝘆𝘀 𝗳𝗼𝗿 𝗿𝘂𝗻𝗻𝗶𝗻𝗴 𝗮 𝗸𝗶𝗹𝗹𝗲𝗿 𝘄𝗼𝗿𝗸𝘀𝗵𝗼𝗽: 1. Focus on depth, not breadth 2. Create a memorable centerpiece activity 3. Dedicate ample time for reflection and debrief 4. Use visual metaphors to unlock deeper insights 5. Balance structure with spontaneity --- 𝗪𝗵𝗮𝘁'𝘀 𝘆𝗼𝘂𝗿 𝘀𝗲𝗰𝗿𝗲𝘁 𝘀𝗮𝘂𝗰𝗲 𝗳𝗼𝗿 𝗶𝗺𝗽𝗮𝗰𝘁𝗳𝘂𝗹 𝗼𝗳𝗳𝘀𝗶𝘁𝗲𝘀? Share in the comments - let's learn from each other! 👇 #TeamBuilding #Leadership #Workshops #ScaleupLife #EggDropSurvivors --- I'm Hugo Pereira. I'm the co-founder of Ritmoo and a fractional growth advisor who has taken businesses from $1m to $100m+. I love building purpose-driven, resilient teams. Follow me to master growth, leadership, and teamwork. My book, "Teamwork Transformed," arrives in 2024.

Most leaders think team success = hire the smartest people. Reality? If those smart people can’t collaborate, resolve conflicts, or communicate, your team is stuck. Because technical skills build projects. But soft skills build teams. And after 10+ years of training, here are 7 proven strategies I’ve seen transform teamwork and leadership: 1️⃣ Run regular workshops ➡ Focus on communication, teamwork, and problem-solving. Your team will thank you. 2️⃣ Use role-playing exercises ➡ Safe spaces to practice tough conversations. Zero risk, massive rewards. 3️⃣ Start mentorship programs ➡ Pair experienced pros with newer team members. Watch skills transfer naturally. 4️⃣ Create feedback systems ➡ Weekly, constructive feedback = continuous improvement. 5️⃣ Schedule team-building sessions ➡ Not just fun activities—real challenges that demand collaboration. 6️⃣ Invest in leadership training ➡ Future managers need empathy and motivation more than technical know-how. 7️⃣ Set soft skills goals ➡ What gets measured gets done. Build them into development plans. The results? Companies that implement these strategies see: ✔ Improved leadership pipeline ✔ Higher team satisfaction ✔ Stronger collaboration ✔ Better communication ✔ Reduced conflicts Don’t wait for problems to show up. Pick one of these strategies and start building your team’s soft skills today. P.S. Want more updated insights, strategies, and practical tips to grow your team and your career? Join my Career Spotlight Group where I share exclusive guidance every week. 📌 Join here - https://lnkd.in/gB22r3_b #teams #softskills

Do you hear that? Offsite season is here. Pumpkin spice in one hand. Team agendas in the other. Around this time of year, leaders pull their teams together for offsites. And every year, I find myself holding my breath, hoping those sessions are built with intention, not just for show. The reality? Most offsites fail to deliver. Not because leaders don't care. Because they’re treated like just another meeting.   Leaders, pay attention.   Your offsite is not a box to check. It’s your launchpad for real change.   A well-designed team offsite can reset your team’s trust, sharpen direction, and accelerate results. But only if you build it to last.   Here are 7 essentials for a high-impact team offsite:   1. Set a clear purpose   Every offsite needs a sharp focus. Decide what you want to achieve, strategy, team health, innovation, or high quality feedback for each other and about the team in the areas of what is working and what is not. Share this purpose with everyone before you start. When people know the goal, they show up ready to contribute.   2. Design for real connection   Move beyond surface-level icebreakers. Create space for honest reflections and conversations. Let people share wins, challenges, and ideas. Trust grows when people feel seen, heard and respected. Real connection is the foundation of strong teams.   3. Mix strategy with team building   Blend business goals with activities that build vulnerability-based trust. Use workshops, group problem-solving, and open feedback sessions. The best teams align on both results and relationships. When strategy and trust grow together, teams move faster.   4. Bring in outside perspective   A skilled facilitator or team effectiveness expert can push your team further. They help you see blind spots, challenge old habits, and keep the group focused. An outside voice brings fresh energy and new ideas. It’s the fastest way to break through old patterns.   5. Make feedback a habit   Use the offsite to practice giving and receiving feedback. Model it at the top. Make feedback safe, specific, and actionable. When feedback is normal, growth becomes automatic.   6. Plan for action   Every insight needs a next step. End each session with clear owners and deadlines. Follow up after the offsite to keep momentum strong. Action turns ideas into results.   7. Build for the long run   A great offsite is just the start. Set up regular check-ins, track progress, and revisit your goals. The real value comes from what happens after you leave the room. Sustained follow-through is what makes change stick.   A high-quality offsite isn't a glorified retreat. It’s a chance to reset. Too many leaders waste the moment. But you don't have to. 👉 If you could fix one thing about most offsites, what would it be? #leadershipdevelopment #teameffectiveness #offsites #executivecoaching P.S. Designing an offsite that sticks isn’t easy. If you want a thought partner to help shape yours, just ask.