In this episode, Dan Ryan interviews Robyn Pratt, the General Manager of the Phoenicia Hotel in Malta and Principal of Impact Consulting Limited. Robyn shares her journey from her upbringing in Australia to becoming a leader in the hospitality industry. She elaborates on the importance of genuine employee engagement and shares her approach to creating a strong service culture that results in both happy employees and loyal guests. Robyn also discusses the unique aspects of Malta and how the island's rich history adds to the charm of the Phoenicia Hotel. This episode provides a deep dive into how authentic leadership and a passion for service can elevate any hospitality operation.

Takeaways:

• Recognize that hospitality is about making people feel special and welcome, just as if they are guests in your own home.
• Appoint a dedicated person to oversee employee wellness, ensuring that your team feels supported both personally and professionally.
• Spend time interacting with both guests and employees. Regularly walk around the property to engage with your team and understand their daily challenges.
• Organize monthly general manager's breakfasts or similar informal gatherings where employees from different functions can share ideas and feedback.
• Implement programs like Employee of the Month, and consider equitable profit-sharing initiatives to incentivize the entire team.
• Encourage staff to bring their personalities to their roles. Genuine interactions can significantly enhance the guest experience.
• Implement comprehensive training programs focused on service culture development and provide opportunities for career growth.

Quote of the Show:

“ The words are easy to say, we've got these values. What does it mean? What does it mean to deliver a value of caring?” - Robyn Pratt

Links:

• LinkedIn: https://www.linkedin.com/in/robyn-pratt-33011a/
• Website: https://www.phoeniciamalta.com/

Shout Outs:

• 0:52 - Hospitality Daily https://www.hospitalitydaily.com/
• 0:53 - Josiah McKenzie https://www.linkedin.com/in/josiahmackenzie/
• 13:58 - UNESCO https://www.unesco.org/en
• 15:21 - Condé Nast https://www.condenast.com/
• 23:02 - Verne Harnish https://www.linkedin.com/in/verneharnish/
• 35:26 - Four Seasons https://www.fourseasons.com/
• 38:09 - Marriott https://www.marriott.com/default.mi
• 48:14 - Knights of St. John https://en.wikipedia.org/wiki/Knights_Hospitaller

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

In this episode of Defining Hospitality, host Dan Ryan talks with Oscar Mejia, Co-Founder of Asociacion de Casas a Hogares (Houses to Homes) based in Antigua, Guatemala. The discussion delves into Oscar's background, his passion for improving housing, education, and healthcare for underprivileged communities, and the impactful work of his organization. Dan shares personal experiences from his and his family's hands-on volunteer work in Guatemala, emphasizing the themes of hospitality, shelter, and community service. The episode highlights the challenges and successes of building homes and running a school in a region with significant poverty, along with ways people can get involved.

Takeaways:

• Advocate for and participate in service projects like those organized by Houses to Homes. This can enhance social responsibility and create a positive impact.
• Build partnerships with charities and nonprofits that align with your brand’s values, showing your commitment to making a positive difference in the world.
• Encourage a supportive and welcoming atmosphere. This can lead to better team morale and productivity.
• Gather and share stories from volunteers who have had positive and transformative experiences with your service projects. Use these testimonials to promote your initiatives and attract more support.
• Develop efficient systems for handling materials and organizing volunteer groups. Well-organized projects make it easier for volunteers and enhance their overall experience.
• Promote your initiatives and impact through robust social media campaigns and updates. This can help in raising awareness and attracting support globally.
• Ensure that your service projects and hospitality services are inclusive, welcoming people from different backgrounds and religions, and reinforcing the universal appeal of hospitality.

Quote of the Show:

“ One of the most important things is improving the living conditions of the people. It's the main goal for us for sure.” - Oscar Mejia

Links:

• Website: https://www.fromhousestohomes.org/

Shout Outs:

• 12:55 - Joe Collins https://www.fromhousestohomes.org/aboutus/
• 13:20 - Darren Collins https://www.fromhousestohomes.org/aboutus/
• 24:19 - Santa Maria de Jesus https://en.wikipedia.org/wiki/Santa_Mar%C3%ADa_de_Jes%C3%BAs
• 51:27 - Judy Baker https://www.linkedin.com/in/judy-baker-1b247a35/

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/