Managing humanity under pressure: practical leadership that turns complaints into loyalty.
Short, low-cost tactics you can use this week to boost guest satisfaction and team morale.
Jordy Smit, General Manager at Courtyard by Marriott, brings over 16 years with Marriott, pre-opening experience at Moxie Utrecht, and hands-on leadership running hotels in Berlin through COVID. In conversation with host Arjan Eikelenboom he shares how servant leadership and empowerment drive measurable results.
- Empower your team to resolve complaints on the spot so guests leave happy and return
- Use micro-recognition and on-the-spot gestures to keep morale high during peak service
- Create team-led activations to rebuild culture, reduce turnover, and increase engagement
- Shift from command to coaching to lift guest satisfaction scores within months
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Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality