Retention - Like Jim says, it's the new cool!

Ditch the scripts and train to retain!

How do you train to retain?

In an insight article on Maximising Hospitality Industry Talent Retention, Angela Nalwa, leader of HR Transformation at Grant Thornton, said hospitality leaders should focus on training to attract and retain staff.

Easier said than done? We don’t think so.

How can we help you?

Many hospitality leaders don’t have time to develop and conduct training for their teams. That’s where we come in. Our services literally start at the price of a paperback!

The book

After reading the book, a server in our favourite restaurant exclaimed: “Every hotel and restaurant manager should give a copy to everyone on their team!”

“Spin the Bottle Service – Hospitality in the Age of A.I.” was published in 2021.

The book is available on Amazon, can also be ordered via leading bookstores, and our publisher will offer you a bulk discount!

Ditch the script workshops

Customer service has become so standardised that staff and guests are becoming bored. In a world of social media, storytellers, and influencers, it’s time to ditch the script to make jobs more meaningful and guest experiences more memorable.

After our first in-person workshop, the hotel General Manager exclaimed: “I never knew my staff could be that engaged in anything!”

In person or hybrid with train the trainer service, videos, and facilitator guides. The choice is yours.

Who’s walking the halls in your hotel?

Do you see what I see?

…and more importantly, what do they see? Let’s walk the halls of your hotel together and play a game of “do you see what I see”. Finding low-cost, even no-cost ways to reduce risk is something I take pride in. We can even show you how safety training can increase both motivation and quality of work in your hotel.

Motivating management

Online or in-person. Group or one-to-one sessions. Let’s rekindle the passion that led you and your team members to choose a career in hospitality!

We feel for you! Never has it been so challenging to manage a restaurant or hotel as it is today. There are so many things you cannot influence. Our one-on-one and group sessions to help you refocus and rekindle the passion that led you to choose a career in he most people-positive, fun, and rewarding industries there is. Your motivation will spillover onto your teams, too.

“Retention is the new cool.” - Jim Taylor, BenchmarkSixty.com

Increasing staff retention is also a great way to make your business more attractive to new employees. If your staff is happy and engaged, others will want to join your team too.

Who are we:

I stretched my “gap year” in Europe into a four-decade journey that included a thirty-year basement-to-boardroom career at one of the world’s leading hotel groups. Since returning to Canada in 2018, I co-founded The Always Care Consulting Company, Inc., and NorthPoint International. In August 2022, I joined the faculty of the Okanagan School of Business, and teach tourism and hospitality to the coming generations of leaders in our industry.

Kirsten Moxness is my wife and business partner at Always Care and co-author of Spin the Bottle Service. . Kirsten was educated in Denmark and is an expert in the fields of massage, wellness, and relaxation. In 1993, she founded SlowMotion a clinic for massage and wellness in Copenhagen. She worked at Aspria Royal La Rasante, one of Belgium’s leading sports, fitness, and member clubs when we lived there. Today, Kirsten runs Moxness Massage, offering deep-tissue massage to clients that understand the value of investing in their well-being.

Thanks for reading our newsletter!

We help hospitality businesses make jobs more meaningful and experiences more memorable by helping you make the most of the biggest differentiator you have – your people!

Let’s connect and discuss how we can help you ditch the script and train to retain.

Stay safe, Always Care