In today’s episode, I talk about the challenge most wellness leaders, that is, how to ensure our team consistently delivers remarkable experiences to our guests, each and every time. In today’s world, when hiring and retaining the right people is so tough, it adds a further strain on our operations to continuously train all the new team members that enter.
To recap from previous episodes on the different stages of the ESSENCE model, in the first two stages, Expectation and Story, I showed you how to create the best wellness concept for your hotel, one that considers what you as a hotelier or wellness leader wants to offer and what your clients want to experience. In System and Execution, I showed you how to implement your wellness concept in the most effective way for your guests and your staff. We worked on creating your special way of doing wellness and we found, hired, trained and retained the ordinary people who will deliver extraordinary results without breaking our budget.
In the previous stage of Navigation, we entered the iteration phase after creating and implementing our wellness concept. Navigation was about ensuring you stay the course with your big picture goals. And in this next stage of Consistency, we ensure you continue to consistently deliver the remarkable wellness experiences you promised your guests. Today, I delve into the Consistency – how to ensure your team consistently delivers remarkable experiences.