The HOUSING DILEMMA: The STRUGGLE of HOSPITALITY WORKERS LIVING in RESORT TOWNS
How can tourism be sustainable without the workers? We live in paradise, we love our job, we cherish our lifestyle and we treasure our...
top of page
MY HEART IN HOSPITALITY
Search
Silvia Kirkland
Apr 13, 202211 min read
DON'T EXPECT TO GET RICH...
COLLECTIVE THOUGHTS ON HOW THE HOTEL INDUSTRY IS MISSING THE POINT ON COMPENSATIONS. When I wrote the introduction on the "About me" page...
211 views0 comments
Silvia Kirkland
Mar 11, 20229 min read
A TIME for TRANSITIONS...
"Yesterday I was clever, so I wanted to change the world. Today I'm wise, so I'm changing myself." Well. It has been a while… The last...
150 views0 comments
Silvia Kirkland
May 5, 20218 min read
HIRE WITH VISION.
WITHOUTH VISION YOU CANNOT KNOW WHERE YOUR TEAM IS GOING. Here is a word I really, really like: VISION. A vivid mental image of the...
91 views0 comments
Silvia Kirkland
Mar 31, 20219 min read
A Post-PANDEMIC GUESTS (and WORKERS) EXPERIENCE.
INTERVIEW by REGITSE CECILIE ROSEVINGE Colleague, writer, marketing consultant, blogger, published author, founder of Room22.agency,...
110 views0 comments
Silvia Kirkland
Mar 24, 20218 min read
ONBOARDING and OFFBOARDING in the WORLD of HOSPITALITY
HOW TO ENSURE YOUR NEW HIRES ARE GETTING THE BEST POSSIBLE FIRST (AND LAST) IMPRESSION OF YOUR COMPANY When we think about making a first...
228 views0 comments
Silvia Kirkland
Feb 22, 20218 min read
REVENUE MANAGEMENT: WHAT does it LOOK LIKE NOWADAYS?
"REVENUE IS A REWARDING EXCERSIZE THAT CAN HAVE A HUGE IMPACT ON PROFIT, PERFORMANCE, AND GUEST EXPERIENCE." I've already talked about...
151 views0 comments
Silvia Kirkland
Feb 7, 20219 min read
The NIGHT MANAGER: What HAPPENS when the LIGHTS go DOWN
ALL THE OPPORTUNITIES OF THE "GRAVEYARD SHIFT" In the summer of 2013, when I was still working for Hyatt in New York City, I found myself...
725 views0 comments
Silvia Kirkland
Jan 25, 202110 min read
SPA & WELLNESS: the PARTNERSHIP with the HOTEL SIDE
WHAT CAN WE DO TO ALIGN CULTURES AND UNIFY THE HOTEL AND THE SPA TEAM? As I've mentioned lately, in the past 8 months I have been talking...
993 views0 comments
Silvia Kirkland
Jan 11, 20219 min read
SERVICE EXCELLENCE: 10 TIPS FOR YOUR GUEST RELATIONS MANAGEMENT
IN OUR BUSINESS, WE ARE ALL GUEST RELATIONS OFFICERS If you have worked with me, you probably know me for being one who doesn't...
2,312 views2 comments
Silvia Kirkland
Dec 28, 20209 min read
STORYTELLING: how it CAPTURES PEOPLE'S ATTENTION and TOUCHES their EMOTIONS.
A POWERFUL STRATEGY THAT DRIVES STAFF AND GUESTS ENGAGEMENT When I look for a new role - but often also when I choose where to stay -...
206 views0 comments
Silvia Kirkland
Dec 21, 20205 min read
... A BIT OF HOPE... FROM MY HEART TO YOURS.
Dear colleagues and friends, today is December 21st, and we are going towards the end of what will go down as the most unbelievable year...
150 views0 comments
Silvia Kirkland
Dec 14, 20208 min read
SERVICE EXCELLENCE: the VALUE of PRIDE and AWARENESS
PERCEIVING AND FULLY UNDERSTANDING SERVICE ONLY COMES WITH A GOOD DOSE OF MINDFULNESS Pulitzer Bar, Amsterdam So far, in the service...
152 views0 comments
Silvia Kirkland
Dec 7, 202011 min read
SERVICE EXCELLENCE: The MOST AMAZING SERVICE I have ever EXPERIENCED
EXCEPTIONAL SERVICE CAN BE FOUND ANYWHERE As much as we can all agree on the fact that the word service refers to the action of helping...
108 views0 comments
Silvia Kirkland
Nov 30, 202013 min read
SERVICE EXCELLENCE INTRODUCTION: the SERVICE DNA
INDUSTRY EXPERTS SHARE HOW THEY HELP COMPANIES CREATE A SERVICE CULTURE Dear colleague, friend, family member... today I have a very...
234 views0 comments
Silvia Kirkland
Nov 16, 202011 min read
The VALUE of INTERNS as the FUTURE LEADERS of our INDUSTRY
"WE WANT TO BE TREATED AND VALUED JUST LIKE ALL THE OTHER EMPLOYEES" Something like 15 years ago, I had just gotten my master degree, and...
260 views0 comments
Silvia Kirkland
Nov 9, 20207 min read
WOMEN in LEADERSHIP: an UNUSUAL ANGLE
IF YOU FOCUS ON THE DIFFERENCES, YOU WILL ALWAYS FEEL DIFFERENT. I know as soon as you saw the title of this post, you probably thought...
196 views0 comments
Silvia Kirkland
Nov 2, 20209 min read
The ART of HOUSEKEEPING
A major shout out to all Housekeeping Departments in all properties and all over the world, for being able to cope with the new needs...
473 views5 comments
Silvia Kirkland
Oct 25, 202011 min read
How do we BUILD a GREAT INCENTIVE PROGRAM?
THE MAIN REASON WHY WE CREATE AN INCENTIVE PLAN, IS TO PUSH OUR GOALS. Empire Terrace Suite, Andaz 5th Avenue, New York (room with a...
484 views0 comments
Silvia Kirkland
Oct 19, 202012 min read
The FASCINATING WORLD of CONCIERGE
"CONCIERGE ARE HOSPITALITY ANGELS" Ron Stoevelaar "WITHOUT MY TEAM I AM NOBODY" Mario Picozzi If you have read one of my latest posts...
2,323 views0 comments
bottom of page