In this episode, Greg Cook, General Manager of The Ritz-Carlton, Amelia Island, shares insights on empowering teams and delivering extraordinary service in luxury hospitality.

• Early Influences in Hospitality (01:40) - Greg discusses his early experiences that sparked his interest in hospitality, including his father's international travels and his first job as a bellman.
• Leadership and Team Management (04:06) - Learn about Greg's leadership style and the importance of creating a supportive and empowering environment for team members.
• The Importance of Lineups (06:05) - Greg explains the concept of daily lineups, their evolution, and their role in maintaining high standards and communication within the team.
• Creating Wow Stories (08:23) - Discover the significance of storytelling in hospitality and hear a recent example of a "Wow Story" that exemplifies Ritz-Carlton's culture.
• Building a Winning Culture (11:45) - Greg delves into the elements that contribute to a strong organizational culture, including the importance of hiring the right people and fostering a competitive spirit.
• Effective Training Methods (15:13) - Insights into the training processes at Ritz-Carlton, including the role of audits and the importance of follow-up to ensure lasting impact.
• Prioritization and Focus (19:58) - Greg shares his approach to prioritizing tasks and initiatives, emphasizing the importance of focusing on key areas that drive results.
• The Five F's of Leadership (22:42) - Learn about Greg's five F's framework for leadership: Fair, Firm, Friendly, Fun, and Forward Motion, and how they guide his management style.
• Activating the Hotel (27:36) - Explore the various initiatives Greg has implemented to activate the hotel, including culinary events, wellness programs, and entertainment.
• Community Engagement (35:07) - Understand the importance of community engagement and how The Ritz-Carlton, Amelia Island contributes to local causes and events.

This episode is sponsored by Revenue Analytics. Listen to my conversation with Dax Cross on how centralizing revenue management enables the next wave of innovation.

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands