Candace Sutherland on LinkedIn: Assistant General Manager at Hampton Inn & Suites Chicago-Downtown (2024)

One of the biggest challenges facing the Hospitality Industry is turnover. In hospitality, people are the core of the business. Your team members make or break your hotel/restaurant. As a leader in hospitality, I learned that surrounding myself with passionate team members was key. Technical skills can be taught, but passion for the job cannot. Respect is an everyday action that is important in showing team members they are valued. It's about asking "please" and using "thank you", treating each individual how they would like to be treated and giving them individualized attention, regardless of the time. As a leader, it's our great responsibility to show respect and help our team members grow. I learned that when someone loves what they do, my job was to get them to love where they did it… at our hotel/restaurant.

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Hospitality Environment

The Ameswell Hotel Spotlight – Get to know Nino ShimonHow long have you been with the company?I have been lucky enough to have been with The Ameswell Hotel sales team since December 2021.Hired originally as an Event Manager, but most recently moving into the BT (business transient) Sales role. Where do you see yourself in 5 years?On a beach in Ibiza sipping a Mai Tai, just kidding, but really. Professionally, I can see myself operating my own hotel property as a general manager or as a consultant on new development properties. Coming up with creative ideas and solutions and then implementing processes to execute those ideas is one of my favorite parts about working in hospitality. What best advice can you give someone who just started their career?Be curious. Ask questions. Listen to the answers you receive. Then formulate your own answers. Don’t be afraid of trial and error, mistakes and repetition fostering knowledge. When you are at work, how do you motivate yourself?I am a competitive person and always have been. Challenging myself is all the motivation I need; everything is one more. Who are some of your biggest inspirations within the company?My team members, not just in my department, but within the entire property. I see everyone always being collaborative, helpful, and professional in their craft. Baristas that remember your preferred coffee and start it while you are in line. Front Desk members that take the time to know our guests. Banquet and restaurant staff that go the extra mile to accommodate a guest’s request. Housekeepers take pride in their consistency and value their work. Sales team members that are creative and find joy in the toughest of times. And a leadership team that listens to our ideas and opinions and cares about our well-being. We are truly a sustainable property in every facet of the word. How have you grown professionally while on our team?I asked questions when I didn’t know. If I was curious about how a particular decision was made or the thought process behind the why, I asked. It has made me more knowledgeable in a short amount of time. I am not close to knowing everything, but I am not afraid to ask and find out. #hospitality #hotel #team #work #motivation #sales

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5 guaranteed ways to increase your hotel revenue by 30% in 30 days (even if your hotel is older than my eldest son.....)1. Set up a channel manager2. Sell the right rooms at the right rate3. Reply to all call in and online enquiries within 24 hours without fail, even on weekends and Public holidays4. Ensure enough manpower for all operations department 5. Redesignate all useless managers that were promoted not by merit. 🤣

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Let’s tour, is there any hospitality experience you can ever forget? Hospitality is often considered a calling, as it requires a genuine passion for serving and taking care of others. Those who work in the hospitality industry understand the importance of creating memorable experiences and providing exceptional service to guests. It involves going above and beyond to ensure the comfort and satisfaction of customers, whether it's in hotels, restaurants, or other hospitality establishments. A successful career in hospitality requires not only technical skills but also a natural inclination to connect with people and make them feel welcome. It is a rewarding profession that allows individuals to make a positive impact on others' lives through their warm and welcoming demeanor.

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The Ritz Carlton is famous for its service. What is slightly less well known is HOW the hotel chain maintains its service standard. The story of Joshie the stuffed giraffe was the stuff of legends back when it first hit the internet. Since then, there has been an update. When I spoke with people from the service sector, their reply was unanimously, that it would take staff impossible amounts of time and red tape to authorise the actions in both scenarios. It's not about the budget, training or manpower. The structure of the organization that they work for makes it impossible for them to do it. How does the Ritz do this? 3 things. Purpose, people and process. Purpose - The service principle of Ritz Carlton is simple and it permeates every part of the organization, from the way leaders lead to how housekeepers clean the room. Everything reinforces the purpose of "ladies and gentlemen serving ladies and gentlemen". They are ruthless in cutting out every part that does not fit. People - Ritz Carlton choose who works with them very carefully. In hiring, candidates are tested for a service mentality, to training where the mentality is honed, to their morning 10 minute huddles. Process - Every staff in the Ritz can spend up to $2k without prior authorisation to ensure the customer to deal with customer complaints on the spot. From GM to housekeeper, every. single. staff. member.The actions of the staff would have cost $100 MAX. The coverage is probably worth millions. If this was your company, is the Ritz Carlton model something you'd adopt? What would you change, if you could?

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Question is. Why do we need Hotel Standard to whom should address in this case point of view?Hotel Standard is not just for team member it is especially in leadership and by following the step in this situation the entry-level colleagues before getting higher position it is always given training for knowledge and understanding about the fundamental of customer service that has to be applied according to the highest level of luxury standards to be able to create a high level of luxury customer service and sustainable process make both same seniority and the team has same goals and objectives and paying attention to the guests like guests infraction (MUST NOT Interrupt) the (Professional Manner) engagement with the guests while showing around and escorting and providing information about your overall facilities restaurants rooms etc, It is important that experience of the customers and guests had excellent experience before the check-in and until Departure.Don't push your team to be excellent but instead trust them and support them to provide as much higher customer service satisfaction through positive words from you. #hospitalityindustry #hoteliers #customerengagement #customerexperience #forbestravelguide

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. It is not good Image of Professional Manners as Hoteliers to treat your colleagues if you know yourself has seniority level in this way, 1. Aggressive Behavior interaction 2. Being judgmental 3. Impolite 4. Grumpy 5. Lack of Wisdom non assessment what is the real problem but instead it is easy to believe by listening There is no much long career experience in the world Hospitality industry to destroy other people.#hospitalityindustry #hoteliers

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Those of us who chose the hospitality industry to work in and continue to stick with it know it's not an easy industry to be in. There is a reason we love it...You know you're a genuine hospitality professional when the essence of service transcends the boundaries of mere duty and becomes a reflection of your personal values. The hallmark of a true professional in this field is not just in how well they manage the operations or the numbers but in the subtle art of making every guest feel genuinely cared for and valued. It's about creating experiences that resonate on a personal level, turning transient interactions into lasting memories. Whether it's through meticulous attention to detail, the warmth of your greeting, or the extra mile you go to meet a guest's needs, it's these gestures that elevate the service from ordinary to extraordinary.#hospitalityindustry #hospitalitycareers #hospitalityrecruitment #hospitalityheart #hospitalitymatters #recruiting

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I am interested in hospitality sector