Excellent Hospitality does not simply come from a friendly transaction or helpful technology or a beautiful location — it is the result of truly understanding your guest’s expectations and values and utilizing the right guidelines, standards and talent in place to create an exceptionally, unique and meaningful experience. When an organizational framework properly unites its people, place and process by putting the guest at its core, exceptional experiences are created across all touch points. This builds greater intent to return and recommend, as well as a stronger competitive edge. With more than four decades of building successful Hospitality businesses, no one understands this better than SHG.
SHG helps individuals and businesses reimagine their results by transforming exceptional guest service into a culture unified by a common purpose. Once people, place and processes are aligned with a common purpose and quality standards, employees at the front line are empowered to perform because they are equipped with the right tools and clear service expectations. When team members’ behaviors are reinforced through positive feedback, they are inspired to continue delivering extraordinary Hospitality. In short, employees who feel valued and appreciated will make sure their guests do as well.
In sharing our approach to Hospitality, we understand that no two businesses are the same, and there is no one-size-fits-all answer. SHG provides professional development programs suited for professionals to illustrate our unique philosophy behind the success of Hospitality Fundamentals. By immersing ourselves within your businesses culture, we also offer custom business solutions designed to enable organizations to adapt SHG strategies through a tactical roadmap for transforming your operation.