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Lead with Hospitality: Be Human. Emotionally Connect. Serve Selflessly. [Minkštas viršelis]

4.17/5 (66 ratings by Goodreads)
Foreword by ,
  • Formatas: Paperback / softback, 256 pages, aukštis x plotis x storis: 210x141x17 mm, weight: 255 g
  • Išleidimo metai: 06-Jun-2023
  • Leidėjas: Matt Holt Books
  • ISBN-10: 1637745001
  • ISBN-13: 9781637745007
Kitos knygos pagal šią temą:
Lead with Hospitality: Be Human. Emotionally Connect. Serve Selflessly.Didesnis paveikslėlis
  • Formatas: Paperback / softback, 256 pages, aukštis x plotis x storis: 210x141x17 mm, weight: 255 g
  • Išleidimo metai: 06-Jun-2023
  • Leidėjas: Matt Holt Books
  • ISBN-10: 1637745001
  • ISBN-13: 9781637745007
Kitos knygos pagal šią temą:
Pastovi nuoroda: https://www.kriso.lt/db/9781637745007.html
Raktažodžiai:
Across all industries and levels of organizations, one key leadership trait inspires and motivates more than any other: hospitality.

We have all encountered inspirational leaders who've helped us, taught us, encouraged us, pushed us to get outside our comfort zones, or motivated us to become the best version of ourselves. What is it about their leadership styles that inspires us to do more for our team and our personal and professional growth? 

Turns out, we admire these leaders for the same reasons we love our favorite hotels, resorts, restaurants, or bars: How they make us feel is essential. Members of today's workforce—especially millennials and Gen Z—are looking for inspiring environments and work that truly fulfills them. Before anyone is compelled to do anything they first must feel. Speaker, consultant, and hospitality industry veteran Taylor Scott knows that the most effective leaders approach their roles with heart, emotionally connecting with their team members before attempting to manage them. Scott draws from his two decades in leadership roles at respected hotels, resorts, and restaurants. He distills the principles of gracious hospitality, translating them into actionable leadership lessons which apply in any industry, such as: 

   • How making people feel welcome fosters loyalty and keeps workers engaged with an organization's purpose
   • How serving people with empathy and compassion sparks workers' highest productivity
   • How making people feel comfortable encourages exploration, curiosity, and discovery while inviting everyone to lean into their creativity 
   • How making people feel significant drives them to deliver their best work

He also shares specific, practical steps you can take to put these principles into action. Scott shows how to connect, serve, engage, coach, and inspire your peers, teams, and even your own leaders. Lead with Hospitality is a call to action to connect with people on a human level which ultimately inspires teams, organizations, and companies to go to the next level.

Recenzijos

This is the secret sauce leaders need to elevate their game!

Laura Cazatt, senior manager of brand merchandising at The Walt Disney Company

"Connecting with people on a human level opens up the pathway to leading them to become their best. Taylor Scott paints a perfect picture of the threads between gracious hospitality and transformational leadership. This book is as educational as it is entertaining, and as useful as it is inspiring."

Chip Conley, strategic advisor for hospitality and leadership at Airbnb and founder of Modern Elder Academy

Taylor Scott proves that authentically connecting with your employees and treating them with . . . hospitable guiding principles, is what elevates leaders to greatness. By sharing his own personal experiences working with some of the hospitality greats, he lays out a plan that is not only actionable, but enjoyable.

Sarah Moore, vice president of brand marketing at MGM Resorts International

This book gets to the heart of what matters (or should) in organizations today. Taylor Scott has worked for some blue chip organizations and he's taken what he learned from experience and now teaches how these ideas will make your business better.

Mark Sanborn, president of Sanborn & Associates, Inc. and author of The Fred Factor and The Intention Imperative

Taylor Scott walks the walk! His ability to create genuine connections with his peers and teams is almost magical.

Colleen Birch, senior vice president of revenue optimization at The Cosmopolitan of Las Vegas

"Taylor Scott's stories illustrate the power of leading with hospitality and his action plans offer step by step guides to setting yourself apart as a transformational leader. You can read this book today and be better tomorrow."

Joni Teragawachi, director of global learning design at United Airlines

Foreword xvii
Jon Gordon
Introduction 1(16)
PART ONE CONNECT
Chapter 1 Welcome
Creating a Space Where People Will Stay
17(1)
Find the Elephant in the Room
18(1)
Wally World through the Eyes of a Child
19(3)
You're Welcome Here
22(1)
When They Feel Welcome
23(1)
Emotional Connection
24(1)
Help Them Relax
24(1)
Put Their Minds at Ease
25(2)
Establish Credibility
27(2)
Have Fun
29(1)
Put Hospitality in Action--Activating a Sense of Welcome
29(2)
Chapter 2 Acceptance
Accepting Yourself, Accepting Others, and Accepting Organizational Realities
31(1)
The Accepting Leader
32(2)
Everyone Feels Accepted at Kimpton
34(2)
How Times Have Changed
36(2)
Accept Organizational Realities
38(5)
Put Hospitality in Action -- Activating Acceptance
43(1)
Action Plan to Lead with Hospitality: CONNECT
44(7)
PART TWO SERVE
Chapter 3 Empathy
Understanding Before Explanation Wins Over Hearts and Minds
51(3)
Leadership Empathy
54(1)
A Tale of Two Leaders: The Superhuman Leader versus the Human Leader
55(2)
Seek Understanding
57(2)
Vocalize Your Understanding
59(1)
Be Willing to Adapt
60(2)
Put Hospitality in Action-- Activating Empathy
62(1)
Chapter 4 Service
To Serve Is to LEAD--Listen, Educate, Act, Deliver
63(6)
The Impact of Serving Your Team
69(1)
How to Serve with LEAD
70(6)
When You Serve Others, They Pay It Forward
76(3)
Get in the Sauce
79(1)
Put Hospitality in Action -- Activating Service
80(2)
Action Plan to Lead with Hospitality: SERVE
82(7)
PART THREE ENGAGE
Chapter 5 Comfort
Curiosity, Conversations, and Relationships Happen Where People Feel Secure
89(2)
Make Them Feel Comfortable
91(1)
Conversations and Collaboration
92(2)
Curiosity
94(1)
Relationships
95(2)
Belonging
97(1)
Put Hospitality in Action -- Activating Comfort
98(3)
Chapter 6 Genuine Kindness
A Gift Worth Giving because It's Always Well Received
101(1)
Kindness Is Truly a Gift
102(1)
Give
103(2)
Kindness Is Contagious
105(1)
Kindness Is Inspiring
106(2)
Put Hospitality in Action-- Activating Kindness
108(1)
Chapter 7 Encouragement
Uplifting People Fuels Hearts, Which Fuels Minds, Which Fuels Successful Teams
109(2)
Recognition: Sawubona Means "We See You"
111(1)
In Transition
112(1)
At Least They See Me
113(2)
Reminders
115(3)
Assistance: Be Like Joe
118(4)
Put Hospitality in Action-- Activating Encouragement
122(3)
Action Plan to Lead with Hospitality: ENGAGE
125(6)
PART FOUR INSPIRE
Chapter 8 Importance
Once People Feel Significant, They Lean In, Step Up, and Deliver Their Best
131(2)
Make Them Feel Important
133(2)
The Story of Sally and Significance
135(3)
Purpose
138(4)
A True "Importance" Story
142(3)
Fulfillment
145(4)
Put Hospitality in Action--Activating Importance
149(2)
Chapter 9 Grace
Amazing Grace Wins Every Time
151(2)
Graceful Actions
153(1)
Generous Explanations
154(2)
Forgiveness
156(3)
Lost Chance
159(4)
Your Own Leadership Docuseries
163(1)
Put Hospitality in Action-- Activating Grace
164(3)
Chapter 10 Planning and Coaching
Strategic Planning Charts the Course, and Effective Coaching Steers the Ship
167(1)
Simple Planning Goes a Long Way
168(1)
Your Personal Disney Vacation Club Guide
168(5)
Sales Is Leadership, and Leadership Is Sales
173(1)
Help Them Set SMART Goals
174(2)
How Are You Spending Your Time?
176(3)
Let It Go
179(1)
Tough Accountability Conversations
180(3)
Put Hospitality in Action-- Activating Strategic Planning and Coaching
183(2)
Chapter 11 Inspiration
Why People Do More, Become Their Best, and Deliver Their Best Work
185(1)
What Scholars Found about Inspiration
186(4)
Storytime
190(2)
Stories to Tell
192(2)
Experiences
194(2)
Creating Self-Motivating Environments
196(2)
Meaningful Work
198(1)
Put Hospitality in Action--Activating Inspiration
199(3)
Action Plan to Lead with Hospitality: INSPIRE 202(5)
Conclusion 207(6)
Acknowledgments 213(4)
Appendix: My Hospitality Journey 217(8)
Connect with Taylor 225(4)
Notes 229
Taylor Scott has a passion for leadership that began at a young age, growing up in Kentucky as a Point Guard on his high school basketball team. He learned the power of influence and persuasion, which all leaders require. Scott has worked for notable brands such as Disney Parks and Resorts, The Cosmopolitan of Las Vegas, Wynn Encore Las Vegas, Gaylord Hotels and Resorts, Starwood Hotels and Resorts, and Disney Vacation Club. He graduated with honors from Florida Southern College, in Lakeland, FL, earning a BS in Business Administration. Later in his career, he earned a Masters of Management in Hospitality from Cornell University.