Doing the right thing Quote by Danny Meyer
““To me, a 51 percenter has five core emotional skills. I’ve learned that we need to hire employees with these skills if we’re to be champions at the team sport of hospitality. They are: Optimistic warmth (genuine kindness, thoughtfulness, and a sense that the glass is always at least half full) Intelligence (not just “smarts” but rather an insatiable curiosity to learn for the sake of learning) Work ethic (a natural tendency to do something as well as it can possibly be done) Empathy (an awareness of, care for, and connection to how others feel and how your actions make others feel) Self-awareness and integrity (an understanding of what makes you tick and a natural inclination to be accountable for doing the right thing with honesty and superb judgment)””
About This Quote
Source Interview: The Power of Hospitality, 2020
Identifies five emotional competencies essential for hospitality excellence.
In simple terms: Key emotional skills for hospitality staff.
Key Takeaway
Hire for optimism, curiosity, work ethic, empathy, integrity.
Themes
hospitality
teamwork
leadership
Mood
professional
reflective
strategic
Type
advice
leadership
When to use this quote
- recruitment
- staff training
- customer service
- team building
Key Concepts
emotional intelligence
service culture
Questions to Reflect On
- How can you assess these skills in interviews?
- Which skill most influences guest experience?
A Different Perspective
Finding candidates with all five traits may be unrealistic.
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