Archive | November 13, 2014

The 3 Ps Vital to Service and Hospitality Success

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Today I want to talk about the 3 Ps that are absolutely vital for one to be successful and effective in the Service and Hospitality Industry.

  • PMA– No that doesn’t stand for post modern architecture. PMA is simply a Positive Mental Attitude.  This is an unpredictable business.  Unexpected events happen. Things are not always going to go the way you hoped or planned.  Whether you work in a hotel, casino, restaurant, convention center on a cruise ship or anywhere else that you are serving guests, diners, customers-it is absolutely imperative that you ALWAYS maintain a Positive Mental Attitude.  In fact, your Attitude Affects your Outcome 
  • Whatever happens, remember that your job is to provide an exceptional experience for your guest.  You cannot effectively do this if you are negative minded person.  The ones who shine and excel in this industry-indeed, in life in general, are the ones who see the positive side of any situation.  Look on the sunny side of life.


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  • PASSION-You must love what you do in order to truly be successful. Is the life that you live the life that you love?   Sure, there may be aspects of the job that you don’t particularly like.  However, if you really don’t enjoy the business of serving people then maybe you should not be here.  Those who are successful in this industry don’t all have Passion for the same thing.  For some, their passion is the joy they get when seeing a guest really having a wonderful experience and they know that they are a part of making that happen for them.  For others, it’s that they just love being around amazing culinary creations and they get excitement from sharing that with their guests.  For some their passion may come from the knowledge and interesting things about food and wine that they are constantly learning.  For others it’s the excitement and energy of working in a fast paced environment with like minded co-workers.  For others it’s the performance aspect of service.  Yes, this is a show.

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I,  personally love this business.  I have always enjoyed  serving  my guests. I knew that I would give them an exceptional dining experience.  I love seeing the look of satisfaction on their faces as they are enjoying an amazing meal.  Sometimes I didn’t even have to ask.  I would just look them in the eye and see the smile on their face. There’s a great feeling of pride that comes with that for me.

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As time has passed, I’ve found that another passion of mine regarding the Service and Hospitality industry is writing and teaching about it.  I enjoy sharing with others a perspective or insight that might help them up their game.  I also have a passion for shining a light on this industry and helping the public understand what exactly it is that we do.  Many people think that a restaurant server’s job is to  come to the table, take an order and bring the food from the kitchen to the table.  But you and I both know that there is SO MUCH MORE involved in this job.  And not just anybody can do it.  But I digress.

So, now, ask yourself, first-Do you love this business?  If so, then ask yourself, What do you love about it?  Some of you will easily be able to answer this question.  Others, maybe you know you love it but you’re still trying to put your finger on what aspect of it exactly.  If you pose the question-the answer will come to you.  But you must find your passion.  And it has to be something besides the money.

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  • PERSONALITY-Yes, a Personality!! This is a business that requires one to be engaging.

Restaurant servers are usually, people with big personalities. Larger than life personalities.  And these personalities run the gamut from over the top flamboyant, to flirtatious to loud and boisterous to comedians, entertainers and actors.  The service industry has always attracted those with a creative flair.

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However, we have all met servers who seem absolutely put off that they actually have to engage the public.  I find it surprising that there are some who’ve found their way into this business who truly lack any semblance of a personality whatsoever. And of course, I’m in no way referring to you who are reading this blog.  No, this is for your co-worker.

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You know the ones-that never seem to be having a good day, or for whatever reason can’t seem to find a smile.  Or the ones that are so dull, quiet and boring that they really should be working in an office cubicle where they won’t be compelled to interact with live human beings. (Please, no offense-wonderful office working people)


Hey, the service industry is not for everybody but please, if you are here, now-please, I beg of you-I implore you-I encourage you-find a way to be interested, interesting and engaging.  If you really don’t like your job, if you are not thrilled to deal with, communicate with-let alone to serve the public-then, maybe this is not the industry or profession for you (yes, I did say ‘profession’)

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But most of you, you use your gifts to really shine. That’s what guests like. Two ladies come in for a quick lunch and they’re stressed because of something that is going on back at the office. You, just by being you, brighten up their day and you may think that all you did was bring them their soup and sandwiches and refill their iced tea a couple times.

Use that sense of humor, that charm, that charisma to engage and entertain your guests.  You probably don’t even realize how many times in a day or a week, that you, being your own wonderful self, using your God-given personality, that you have blessed, uplifted, encouraged, cheered up a customer/patron.  By being interested and interesting you make your guests day more often than you’re even aware.

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This business is for people with personality and people who are people persons. If that’s you, then Smile and be thankful because not everybody was blessed with such a wonderful, upbeat, pleasant personality.  Let it Shine.


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Cheers and God Bless you all!!!

Christoff J. Weihman

ASPIRE Enterprises

Las Vegas, NV