In this episode of Take Care, we delve into the heart of the hospitality industry with a focus on how authentic care and critical thinking transform service.
Our guest Sonny Kerstiens shares insights from over two decades in the industry, discussing the importance of questioning established norms, fostering open-mindedness, and ensuring personal and team growth. He emphasizes the need for scalable solutions in a rapidly growing company, the principles of continuous improvement, and the value of psychological safety within teams.
Through stories and examples, we explore frameworks for decision-making, challenging cognitive biases, and maintaining a vision that aligns and motivates teams towards exceptional hospitality.
00:00 Introduction to the Heart of Hospitality 00:41 Exploring Critical Thinking in Hospitality 02:52 Overhauling the Tech Stack 05:01 Scaling and Expanding Hotel Operations 09:45 Vision Casting and Team Dynamics 27:23 Frameworks for Critical Thinking 37:01 Mindfulness and Emotional Control 41:34 Current Learning and Development
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