We recently connected with Stephanie Leger and have shared our conversation below.
Hi Stephanie, thanks for sharing your insights with our community today. Part of your success, no doubt, is due to your work ethic and so we’d love if you could open up about where you got your work ethic from?
I attribute my strong work ethic to my early experiences at the Ritz-Carlton, where I began working at the age of seventeen. Despite being the team’s youngest member, I was held to the same high standards as my more experienced colleagues. The culture of excellence at this prestigious hotel brand not only shaped my professional approach but also instilled in me a sense of responsibility and commitment. Working in the dynamic and demanding hospitality industry environment at such a renowned establishment fueled my determination to excel. The Ritz-Carlton became not just a workplace but a foundation for the values and work ethic that continue to drive me in my career today.
Thanks, so before we move on maybe you can share a bit more about yourself?
In my role, I engage in a dynamic and exciting profession that revolves around the hospitality industry. I have the privilege of traveling to diverse hotels, undertaking incognito visits to audit properties as a guest, and conducting training sessions for staff to enhance their customer service skills. What makes my job truly exhilarating is the opportunity to advise hospitality businesses on strategies to elevate guest and employee experiences, ultimately driving increased revenue and fostering brand loyalty.
Having spent over two decades in various departments within the hospitality sector, my extensive experience allows me to impart valuable insights and knowledge to others. Training individuals based on my own hands-on involvement in the industry is incredibly rewarding, and I find satisfaction in contributing to the growth and success of those I work with.
One of the most enjoyable aspects of my career is the chance to immerse myself in different cities, not just as a traveler but as someone deeply involved in the local hospitality scene. Getting paid to travel and explore diverse cultures while collaborating with dedicated employees is a unique privilege. It brings a fresh perspective to my work and allows me to learn and adapt continuously within this ever-evolving industry.
Furthermore, I take pride in advocating for the hospitality industry, particularly in Miami. This role enables me to contribute to the growth and development of the local hospitality scene while fostering a sense of community within the industry. Overall, my journey in the hospitality sector has been rich and fulfilling, and I am enthusiastic about the continued opportunities to make a positive impact on both businesses and individuals within this vibrant field.
Looking back, what do you think were the three qualities, skills, or areas of knowledge that were most impactful in your journey? What advice do you have for folks who are early in their journey in terms of how they can best develop or improve on these?
In the hospitality industry, several qualities, skills, and areas of knowledge are crucial for a successful journey. Here are three that I believe are particularly impactful:
Customer Service Excellence:
Exceptional customer service is the cornerstone of the hospitality sector. The ability to understand and meet the needs of guests, provide personalized experiences, and handle challenging situations with grace is essential. A focus on creating positive interactions can lead to increased guest satisfaction, repeat business, and positive word-of-mouth recommendations.
Adaptability and Flexibility:
The hospitality industry is dynamic and ever-changing, requiring professionals to adapt quickly to new trends, technologies, and customer preferences. Being flexible in handling diverse situations, whether it’s managing unexpected challenges or embracing innovations in the field, is key. Those who can navigate change with resilience are better positioned to thrive in this fast-paced environment.
Multi-disciplinary Expertise:
A comprehensive understanding of various facets of the industry is invaluable. This includes knowledge of hotel operations, event management, culinary arts, marketing, and finance. Professionals who possess a well-rounded skill set can contribute effectively to different aspects of hospitality, making them more versatile and capable of taking on leadership roles.
These qualities, skills, and knowledge areas not only contribute to individual success but also enhance the overall guest experience and the reputation of the hospitality brand. Continuous development in these areas can significantly impact one’s journey in the industry and contribute to long-term success.
For individuals early in their journey in the hospitality industry, here are some practical pieces of advice to help them develop and improve essential qualities, skills, and knowledge:
Gain Hands-on Experience:
Actively seek opportunities for practical, hands-on experience within the hospitality sector. Whether through internships, entry-level positions, or volunteer work, getting involved in day-to-day operations exposes you to real-world challenges and helps build a solid foundation for your career.
Cultivate Strong Communication Skills:
Effective communication is crucial in hospitality. Practice clear and empathetic communication with guests, colleagues, and superiors. Work on active listening, verbal and written communication skills, and the ability to convey information in a friendly and professional manner.
Build a Professional Network:
Connect with professionals in the hospitality industry through networking events, conferences, and online platforms. Building a strong professional network can provide valuable insights, mentorship, and potential career opportunities.
Before we go, any advice you can share with people who are feeling overwhelmed?
In the fast-paced and demanding world of hospitality, feeling overwhelmed is not uncommon. Here are some advice and strategies to help manage and navigate those moments of overwhelm:
Prioritize Tasks:
Identify and prioritize tasks based on urgency and importance. Create a to-do list and focus on completing high-priority items first. Breaking down tasks into smaller, manageable steps can make the workload more approachable.
Time Management:
Improve time management by setting realistic deadlines for tasks. Break your day into dedicated time blocks for specific activities. Avoid multitasking, as it can contribute to stress. Instead, focus on one task at a time to enhance efficiency.
Learn to Say No:
Understand your limits and don’t be afraid to say no when you’re stretched thin. Taking on too much can lead to decreased productivity and increased stress. Politely decline additional tasks or responsibilities that may contribute to overwhelming feelings.
Seek Support and Mentorship:
Connect with mentors or colleagues who have experience in the industry. They can provide guidance, share their own coping strategies, and offer valuable insights. Sometimes, knowing that others have faced similar challenges can be reassuring.
Self-Care:
Prioritize self-care to maintain your physical and mental well-being. Ensure you get enough sleep, maintain a healthy diet, and engage in activities that bring you joy and relaxation. Taking care of yourself is essential for sustained productivity.
Contact Info:
- Website: https://www.firstratehospitality.com
- Linkedin: https://www.linkedin.com/in/sleger
- Other: Podcast: WTF! Walk The Floors- All Things Hospitality Training https://shows.acast.com/wtfwalkthefloors
