The Power of YES： How a Simple Mindset Can Transform Your Hotel

Name: The Power of YES： How a Simple Mindset Can Transform Your Hotel
Uploaded: 2025-08-20T19:46:42+00:00
Duration: 6 min 7 s
Channel: Guillem Albiol
Description: Ver The Power of YES： How a Simple Mindset Can Transform Your Hotel - Guillem Albiol en Dailymotion

Guillem Albiol

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00:00The Virgin Hotel chain has telephones in the room that simply say yes on them.

00:03Most hotels have numbers, some have symbols to indicate different departments.

00:07These guys settled simply yes.

00:10The concept of it is simple enough.

00:12It says, regardless of what you might ask me for, the answer will be yes.

00:16There's a famous scene in the film Five Easy Pieces where Jack Nicholson's character orders

00:31a plain omelette, no potatoes, tomatoes instead, a cup of coffee and meat toast.

00:37An item not on the menu, to which the waitress responds,

00:40No substitution.

00:42What do you mean, you don't have any tomatoes?

00:45Only what's on the menu.

00:47You can have a number two, a plain omelette that comes with cottage fries and rolls.

00:51Now I know what it comes with, but it's not what I want.

00:54It's become an iconic scene, probably better known than the film itself.

00:57Why?

00:58Because people find the concept of oddly rigid service policies very relatable,

01:03and Nicholson's confrontation kind of triumphant.

01:05You see this sign?

01:09It's the sort of thing most people fantasize about, or at least used to.

01:12In 2025, one can easily get it out of your system by writing a bad review on Google.

01:17When I started working in hotels, iced coffees in Ireland were not a thing.

01:21This left many of my colleagues a little bamboozled when American tourists would order them,

01:26and many of them would simply say,

01:28For whatever reason, I was never one to say no to anyone, let alone American tourists.

01:34So I would simply pour coffee over ice and pop a straw in it.

01:37In other words, I said yes.

01:39It's also how I discovered iced coffee.

01:40I was all about a yes culture from day one in hospitality.

01:44It gave me tips, promotions, pride in my work, and a will to work harder than anyone else.

01:49Right up until I got into management myself, I was lucky enough to work under managers

01:54that encouraged and rewarded such behavior, and it really made all the difference.

01:58These days, it makes an even bigger difference,

02:01as online reviews have become one of the biggest factors

02:04when it comes to a potential customer finalizing their purchasing decision.

02:08Fostering a culture of yes in your hotel can make all the difference

02:11when it comes to getting good reviews and avoiding bad ones.

02:14Before I give you my tips on how to get one going,

02:17let's talk a little bit about our sponsor, Amenities.

02:19Amenities is an all-in-one software solution for independent hoteliers in 2025.

02:24It's got a website builder, a booking engine, a channel manager, a pricing tool, a PMS, and so much more.

02:30Start increasing your direct bookings and stop wasting your time

02:33jumping around between different tools.

02:35Follow the link below and book a free demo today.

02:39Now, let's begin.

02:40A strong yes culture begins with anticipating what guests need before they ask.

02:44Good family restaurants provide kids with coloring materials

02:47to avoid them getting bored and restless, usually before anyone has to ask.

02:51For adults, this might mean adding a few extra olives with a martini

02:54or ensuring guests can watch their favorite team play during their stay.

02:58Anticipate both small and big needs

03:00so guests never even have to ask for you to say yes.

03:04Improv performers use the yes and principle to agree with the premise and build on it.

03:09Take this premise and apply it to service and you've got a recipe for five-star reviews.

03:13One famous example of this inaction occurred at a Ritz-Carlton

03:16when a young guest lost his toy during a stay.

03:19Instead of just replacing it, staff took photos of the toy traveling around the hotel

03:24before reuniting it with the family, which resulted in a memorable story worth its weight in gold.

03:30Policies exist to support great service, not limited.

03:34For example, if your restaurant closes at 7pm, have an alternative suggestion ready.

03:38Have a few.

03:39Offer to make them a sandwich.

03:41You've got bread and a toaster of some kind.

03:44It works well to have a system in place whereby staff know what to say when certain options are unavailable.

03:50What's even better is having a culture in place, as I've been saying.

03:54In summary, never say no without an alternative yes ready to go.

03:58As a manager, it's up to you to set the tone with your behavior.

04:02This means not just acting out a culture of yes to your guests,

04:05but also maintaining the tone and motivation of a culture of yes in private with your staff.

04:11Don't complain about guests or cynically frame a yes culture as an act.

04:15In order for a project like this to succeed, one must really live it.

04:19Also, negativity undeniably spreads among staff like a gossipy virus.

04:24You want your staff to stay positive with demanding guests.

04:27You need to model that behavior yourself.

04:30Creating a culture is one thing. Reinforcing it is another.

04:33A proven method is daily lineups, like those used by Ritz-Carlton.

04:36These are short team meetings that focus on one aspect of service and include everyone,

04:40from housekeepers to managers to engineers to security.

04:44These sessions not only train, but create a sense of belonging,

04:48foster teamwork and team players and reliability.

04:52Reliable staff allow you to step back and avoid micromanagement,

04:55allowing you to continue to lead by example rather than by scrutiny.

04:59To truly instill a yes culture, you need to empower staff to act independently.

05:04One hotel I worked at allowed staff to spend up to 1,000 euros from petty cash to resolve guest issues.

05:11The point wasn't the money. It was the trust.

05:13Empowerment fosters responsibility and responsible employees deliver exceptional service.

05:19A strong yes culture helps you pass these tests and win valuable event bookings.

05:24In fact, it might be the only thing that does.

05:26In summary, a yes culture is about proactive service, positivity, empowerment and teamwork.

05:33It ensures guests leave with stories to tell and those stories translate into glowing reviews and loyal customers.

05:39If you're ready to enhance your hospitality skills, click below to create a free e-learning account.

05:45And if you're interested in boosting your direct bookings, check out Amenities, our sponsor and partner in hospitality empowerment.

05:52Some of the ideas in this video are inspired by The Heart of Hospitality by Micah Solomon

05:56and Unreasonable Hospitality by Wilguidara, books I highly recommend.

06:01Thanks for watching and don't forget to like, share and comment with your own best practices.

06:06See you next time.

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