Take Care with Josh Ramsey
At the heart of hospitality lies a simple truth: to care for our guests, we must first care for our teams, who support us and ourselves. "Take Care" explores this interconnected circle of service that defines our industry.
Each episode delves into the psychology of hospitality—how authentic care creates meaningful connections that elevate service beyond transactions to transformative experiences. We examine the delicate balance between professional growth and personal well-being, helping industry professionals avoid burnout and detachment.
Join us as we interview hospitality leaders and experts who share their insights on fostering environments where team members can bring their authentic selves to work. Together, we'll uncover how genuine care creates the foundation for exceptional hospitality.
"Take Care" is for anyone passionate about building a more meaningful approach to service—one that strengthens both those who give and receive it.
Take Care with Josh Ramsey
Balancing Vision and Execution: Insights from Sonny Kerstiens
In this episode of Take Care, we delve into the heart of the hospitality industry with a focus on how authentic care and critical thinking transform service.
Our guest Sonny Kerstiens shares insights from over two decades in the industry, discussing the importance of questioning established norms, fostering open-mindedness, and ensuring personal and team growth. He emphasizes the need for scalable solutions in a rapidly growing company, the principles of continuous improvement, and the value of psychological safety within teams.
Through stories and examples, we explore frameworks for decision-making, challenging cognitive biases, and maintaining a vision that aligns and motivates teams towards exceptional hospitality.
00:00 Introduction to the Heart of Hospitality
00:41 Exploring Critical Thinking in Hospitality
02:52 Overhauling the Tech Stack
05:01 Scaling and Expanding Hotel Operations
09:45 Vision Casting and Team Dynamics
27:23 Frameworks for Critical Thinking
37:01 Mindfulness and Emotional Control
41:34 Current Learning and Development
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