Simon Lewis © 2016

Values; the secret truth

Move from zero to hero

The missing ingredient

Successful training

Why leadership is key

Tools you can use

Simon Lewis © 2016

Eau Palm Beach, Florida

Simon Lewis © 2016

Jonathan Adler design

Simon Lewis © 2016

Simon Lewis © 2016

Award-winning spa

Simon Lewis © 2016

Chains

- They don’t get it

- Poor performance

- Reasons

- Roadblocks

Simon Lewis © 2016

‘At will’

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Disengaged & confused

%Staff who stayed

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Panic!

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A fresh start…

- More effective at sales

- Motivated staff

- Engaged with business

- Lasting relationships

- Teams that work

- Tough it out

- Enjoy own decisions

Simon Lewis © 2016

Happiness counts

Simon Lewis © 2016

Why doesn’t training last?

- Why do they forget?

- Why do old habits creep

in?

Simon Lewis © 2016

Results

Behaviour

Skills & Capability

Beliefs

Values

Identity

Simon Lewis © 2016

Our mission is to…

…proactively build guest-

based imperatives and

continue to approach our

jobs with passion and

commitment

…assertively fashion

hospitality benefits to stay

relevant in tomorrow's world

Simon Lewis © 2016

What are Values?

Emotional hot-buttons

Feelings of importance

How we spend our time

Motivation

Deep in our DNA

Simon Lewis © 2016

Values create belief systems

V b

b

b

b V b

b

b

b

b

V b

b

bb

Simon Lewis © 2016

Innovation

Quality

Community

Storytelling

Optimism

Disney

Honesty

Fairness

Integrity

Walmart

Minimise

Respect

Non violent

Justice

Support

Ben & Jerry’s

AbstractConcepts

Can be Experienced

DeepLevel

Simon Lewis © 2016

We all want emotional connections

Integrity

Hotelier

Intuitive

Goosebumps

Authentic

Simon Lewis © 2016

Goals

- No. 1 independent

- 5 Star, 5 Diamond

- Win awards

- Rebuild trust

%

Simon Lewis © 2016

The only 4 objections

- I don’t have the time

- I don’t have the money

- I don’t believe you

- It won’t work for me

Simon Lewis © 2016

Leadership

- Start with the end in mind

- Take action!

- Get feedback - is it working?

- Be flexible

- Walk the talk

- Take responsibility

Simon Lewis © 2016

Pride ∙ Motivation

Simon Lewis © 2016

Valued ∙ Connected ∙ Unified

Simon Lewis © 2016

Understand ∙ Engaged

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Valued as individuals

You get to be you!

Everyone has fun!

Simon Lewis © 2016

If you don’t…

Simon Lewis © 2016

If you don’t…

Responsible

Respect

Co-operate

Learn

Trust

Success

Determination

Source: http://www.volkswagen-poznan.pl/en/corporate-culture

$7.5b

Simon Lewis © 2016

Don’t be surprised…

Simon Lewis © 2016

Star Concierge

Kimberly Coleman

Simon Lewis © 2016

External results

- No 1. Condé Nast

- Top 8, US

- Forbes 5* resort

- Forbes 5* spa

- AAA 5❖

Simon Lewis © 2016

Internal benefits

- Engaged employees

- Loyal friends

- Lasting relationships

- Shared vision

- Skin in the game

Simon Lewis © 2016

Simon Lewisowner@eaupalmbeach.com