This happens when you give your waiters the left-overs of yesterday’s buffet 😀
If you have a lot of little girls as guest, this is the only song you have to know nowadays 🙂
My favorite part
“It’s funny how some distance,
makes everything seem small.
And the fears that once controlled me,
can’t get to me at all
It’s time to see what I can do,
to test the limits and break through.”
Although it’s ment for kids, I really like it. It’s a very clever song with multiple layers, in this video a professor explains the song structure, while this article analyses the lyrics. Of course Wikipedia gives also a lot of info.
The Company with the Mouse has an own institute for Service and Leadership, the Disney Institute. It’s very funny and nice for me to see some concepts related to my workplace and the terms I use in daily life.
Their blogposts about leadership are well worth reading and their ideas match mines. I liked the blogpost with the checklist to find leaders in the organisation, the fact that everyone is a leader according to Disneys believe and the reason why the parks are so clean. Also the posts about Quality and Service have my big interest ofcourse 🙂 There is so much to read (I just started), but I want to share the H.E.A.R.D. formula for service recovery with you.
(BTW Another nice article at another site about service at Disney)
The “old” manual of Michael Lynn has been updated to a new version with some new research. So read the booklet with all known -and scientifically proven- tips for getting more tips here. By the way, the best tip – and my scret – is not researched: Asking at the moment of payment whether everything was allright
The regulars on this blog know that I have a passion for Service Quality. Today I had an inspiring talk of Mrs. Quality of the hotel where I work at. Normally I’m not keen on listening to these stories (often they think we’re living in a fairytale where everything is already perfect) but this was a pretty good talk with a lot of passion without closing the eyes for the daily reality. Full of inspiration I collected “everything” I already know in a new presentation 🙂
You can also click here to go the the Crazy Waiter’s Service Quality knowledge base with a lot of articles about this subject!
A quote of a recruiter tickled me:”People apply to be a teamleader but they don’t know nothing about teamwork or leadership. It’s in the word. Team-Leader” This has made me thinking about leadership. What is leadership? How can you show leadership if you are “just” a waiter and not the boss?Now I’ve set my new focus for the next five years… being a leader, in whatever form or position….
I already wrote earlier about the SERVQUAL model. This model has been adapted into a questionaire called DINESERVE to see what guest think of a restaurant (#/*). There are 29 items, each judged on a scale from 1 to 7. DINESERV items fall into five service quality dimensions. Reliability was found to be the most important dimension, followed by tangibles, assurance, responsiveness, and empathy. After the jump you’ll find the questionaire!
I’ve thought always that I was too soft and friendly to be a leader. Now I’m stronger (but still friendly ;)), but this quote is an eyeopener for me
Leadership is not about personality; it’s about behavior—an observable set of skills and abilities.
According to the The Five Practices of Exemplary Leadership®-model, leaders are at their personal best there are five core practices common to all: they Model the Way, Inspire a Shared Vision, Challenge the Process, Enable Others to Act, and last but certainly not least, they Encourage the Heart.
read more at The Five Practices of Exemplary Leadership® Model.
One of the plans in the near future is to create a vision, no… *my* vision on leadership in the hospitality to be able – together with my collegues around me- to create even greater experiences for my guests… this video of a fellow Castmember (although far away and a lot of scales higher – see linkedin) is a very nice start… See a longer (other) presentation about leadership worth seeing from this lady here (read more about her interviews here and here)
A video about an event in the California Grill Restaurant of Disneyland Hotel (5*) of Disneyland Paris. Every guest had two waiters, at the moment that the waiter on the left took away the plate, the waiter at the right served the next course. It is called “Service à la bascule” and normally it is used at the royal houses like Buckingham palace. I want it also at my wedding 😀
Of course you all know already my ServQual knowledgebase and read the posts with the results of scientific research, but you can even get smarter with this very interesting free e-learning course of one of *the* hotelschools in the world: Cornell School of Hotel Administration.
Encompassing hotels & resorts, restaurants, airlines, and numerous related sectors, hospitality is everywhere. This makes hospitality management a red-hot opportunity for those with the desire, ambition, and keen interest in the business of service to make a career of it.
See this page to find all the information and a link to the e-course starting at February 4, 2015!