Host Leadership in the hospitality sector: Hampton Inn

The philosophy of host leadership is based, of course, around hospitality – the welcoming and caring for guests. In ancient times this was something experience by all; in a world without hotels, travellers relied upon hospitable householders to accommodate them. This still happens in parts of the world which are sparsely populated and where the going is tough, such as the steppes, the desert and so on.

In the modern world the basics of accommodating travellers has become the ‘hospitality industry’. Hotels large and small, guest houses, B&Bs all cater for guests.  And of course some of those operations are very large and employ many staff in their quest to host their visitors.  As part of the research for the Host book, we interviewed some leading hoteliers and discovered that there is an awful lot to running a successful hotel, a great deal of detail, and many hours of effort every day.  After the book was published Philip Newman-Hall, then General Manager of the famous Le Manoir Au Quat’Saisons in Oxfordshire, UK, was kind enough to say that:

“Having been a host and leader for nearly 40 years, the insights in Host were as refreshingly relevant to me as they will be for any young manager, be they in hospitality or anywhere else where results through others are needed.   These easy-to-apply principles will last you a lifetime.”

We recently heard about how one hotel, the Hampton Inn in Woodinville (Washington state, USA) is using these ideas behind the scenes, in particular in their housekeeping department.  They are applying many of our six roles of a host leader in the running both of the hotel and of their own unit. We particularly like the key question posed by the manager: “What to focus on today?”.  That’s a great way of reducing our ‘User’s Guide To The Future’ into one sentence!

Read the whole story at https://sway.office.com/BEEsHZgMnIEHooNk.

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