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Josiah Mackenzie

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What It Takes To Get Stuff Done And Succeed in Hospitality Leadership – Jennifer Krapp, The Indigo Road Hospitality Group

📢 Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group, shares tips on hospitality leadership in a podcast episode released on Sept. 11, 2024. Key topics include holding staff accountable with respect (00:46), effective communication (01:49), immediate action on tasks (02:19), building trust through reliability (03:00), and the impact of motivated teams (03:42, 04:26).
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The Ripple Effect: How Internal Hospitality Transforms Culture – Jennifer Krapp, The Indigo Road Hospitality Group

💚 Jennifer, at The Indigo Road, faced a significant staff shortage at Canoe, with a team of around 20-25 instead of 35-40, leading to everyone working double shifts, 13 out of 14 shifts weekly. During Easter, one of their busiest holidays, she alleviated the staff's stress by arranging friends to do side work and cater an Easter brunch, followed by an Easter egg hunt. Indigo Road is recognized for caring for staff, demonstrated through initiatives like Hospitality U, which in its second year, will take 12 employees through a curated three-day experience to develop their careers, and Lasting Impressions, a private Instagram showcasing acts of kindness within the company.
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Breaking The Burnout Cycle: What I’ve Learned About Sustainable Career Success in Hospitality – Jennifer Krapp, The Indigo Road Hospitality Group

🚧 Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group, shares her journey and tips for avoiding burnout in an episode aired on Sept. 8, 2024. She talks about her love for hospitality beginning at a young age, a career inflection point (04:28), leading her team through a major setback (06:27), and her experience opening 14 restaurants in 3.5 years (09:26). Jennifer discusses her personal experience with burnout and recovery (10:09), including daily practices like morning exercise and work-life boundaries (11:49), emphasizing self-care's importance (14:57).
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The Power of Presence for Creating Guest Experience – Micah Solomon

📅 On Sept. 4, 2024, Micah Solomon, a customer experience expert, spoke on the "Hospitality Daily Podcast" about enhancing guest experiences. Insights include the importance of full attention to customers (01:43), empathy for their mindset (02:43), engaging questions over the routine (04:26), and the necessity of adequate staffing (06:00). He highlighted The Ritz-Carlton's staff empowerment for exceptional service (06:25) and a case of a Hobbit-themed birthday event (07:18), while also noting the timing for "wow" experiences (09:13).
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The Importance of Service to Stand Out – Micah Solomon

🏩 On September 3, 2024, Micah Solomon, an author and customer experience expert, spoke about service excellence in the hospitality industry on the Hospitality Daily Podcast. Solomon highlighted how businesses like Ritz-Carlton and Audi of America use superior service as a competitive edge. He stressed the role of word of mouth and online reviews in customer decision-making and the need for memorable experiences. The episode also covered strategies to improve service without significant costs, emphasizing personalization and understanding guest preferences.
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Micah Solomon: In Pursuit of Excellence

📝 On September 2, 2024, customer service expert and author Micah Solomon featured in an episode sharing insights on creating memorable customer experiences. He discussed the three levels of customer service, the practice of idiosyncratic mystery shopping, and the importance of language and prompt greetings in handling complaints. Solomon's background includes managing a manufacturing company and co-authoring with a Ritz-Carlton Hotel Company member, drawing from his detailed-oriented childhood experiences. The principles of customer service were highlighted as broadly applicable due to their foundation in human nature understanding.
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