E105 Managing the Behavior, not the Score

<p>“We need to get our guest scores up.”</p><p><br>It’s a phrase hotel leaders hear all the time. But what happens when we tell our teams that the score needs to improve without showing them exactly what they need to do differently?</p><p><br></p><p>In this episode of The YES! Show, We&#39;ll challenge leaders to stop managing the number and start teaching the behaviors that create the guest experience.</p><p><br></p><p>Using my “Arrival Advantage” example, I&#39;ll show how a hotel can transform an abstract goal like “increase friendliness” into specific behaviors that make the guest experience easy, expected, and personal.</p><p><br></p><p>What You’ll Learn:</p><ul><li>Why guest satisfaction scores alone don&#39;t tell your team what they need to do differently.</li><li>How to turn vague expectations like “be friendlier” into specific, observable behaviors.</li><li>How involving frontline associates in creating standards can increase ownership and action.</li><li>Why leaders must model the experience and energy they expect their teams to deliver.</li></ul><p><br></p><p>3 Action Items:</p><ol><li>Pick one guest experience metric you repeatedly tell your team needs to improve.</li><li>Define the behavior you want, how you want guests to feel, what the behavior looks and sounds like, and how you&#39;ll measure whether it is working.</li><li>Model the behavior and energy yourself, then recognize it when your team demonstrates it and coach it when they don&#39;t.</li></ol><p><br></p><p>Connect with Christine:<br>📍Website - <a href="https://www.thewisepineapple.com/" target="_blank" rel="noreferrer">https://www.thewisepineapple.com/</a><br>📍Linkedin profile - <a href="https://www.linkedin.com/in/christine-trippi-56105311" target="_blank" rel="noreferrer">https://www.linkedin.com/in/christine-trippi-56105311</a><br>📍Insta link - <a href="https://www.instagram.com/the_wise_pineapple/" target="_blank" rel="noreferrer">https://www.instagram.com/the_wise_pineapple/</a><br>📍YouTube Link - <a href="https://www.youtube.com/channel/UCU7LZGz1ZsveweIvpCIkrfQ/" target="_blank" rel="noreferrer">https://www.youtube.com/channel/UCU7LZGz1ZsveweIvpCIkrfQ/</a><br>📍Join our FREE Facebook group of hoteliers - <a href="https://www.facebook.com/share/g/wDiuSA1RbSGqqtJH/" target="_blank" rel="noreferrer">https://www.facebook.com/share/g/wDiuSA1RbSGqqtJH/</a><br>📍Join the Crown Society! <a href="https://www.thewisepineapple.com/crown" target="_blank" rel="noreferrer">https://www.thewisepineapple.com/crown</a></p><p></p>