Maak je team trots om te bedienen

the Future of Hospitalitywhat from where I can start, what is my purpose? Why I'm here in this world? No? That it Yeah. You need to figure out what do I want to change, really, because it's a bubble of things. And then you need to figure out what are the things that I really want to change? Can you name me one thing that you thought, okay, this is where I'm going to start because this this needs to change? What was that particular pain point? And that because you had to have a start. So what was that? And from there forward. When I started on this journey,

Verónica Sánchez Martínmy mentor say, if it's something that make you upset, there is a problem that you can solve. And then I went to a restaurant and I was this, you know, this feeling that you're gonna explode because it's get you really upset or with this anger, like, why is like this? You know, why the team members of this company is not taking care of the clients? Why they don't bring the menu in a nice way? Why? You know? And then I noticed it was something there that it makes me really sad and anger at the same time. And I was like, okay, that's where I need to focus. And I call it infadometro.

the Future of HospitalityOkay. You need to elaborate on that. What does that mean?

Verónica Sánchez MartínInfadometer is anger and thermometer. It's like a mix of work. And it's like, you know, the thermometer is used to find out for a child when they have a fever, you put it here and then you see if they have a fever or no. The infadometer is like, find out how much anger it make you something, right? Like, oof. Because that was the reason I was like, no, this cannot be like this. We cannot have hospitality. Is that really human sector? We cannot be, like, this is your coffee or, there's a menu or, you know, we we should be more kind each other. We are losing this humanity.

Verónica Sánchez MartínThat's where I start that I need to start from something and that was my something, my problem to solve the, to make the employees in the, in the gastronomy more happy. And then there will be more kind with the clients because they will understand how powerful is their impact to the clients. Right. Because everybody goes to a restaurant or a bar or a cafe for a reason. And then the way you treat that person, will change the day to that person. For example, imagine you are in a bad day or you are nervous because you, you need to have a podcast and then you go for a cafe, you still relax to yourself.

Verónica Sánchez MartínAnd then there's the the staff member comes to you and say, what do you want? I said, okay, a coffee.

the Future of HospitalityIt would be like, okay, it will know how this, but And then I will start thinking, oh, it's a bad energy. It's gonna be bad, blah, blah, blah. You know, you make your Easter is in your mind. And they copy, guest the guests will copy your energy because if they say because I sense it very I'm like, what's going on? And I always think, oh, that person must have had a bad day. And I feel empathy for them because they shouldn't be acting like that. And there should be a manager, who is able to see that and trigger that and and and and tackle that even.

the Future of HospitalitySo that is more or less what you are focusing on. Happy staff, happy people. That's one of my guests said a few months ago on this podcast and there's still a clip on LinkedIn going and it's indeed happy staff, happy, happy guests. I mean, that is, that is what it's all about.

Verónica Sánchez MartínSo Especially in the in the in the hospitality business, we are the the persons who is contacting immediately direct with the clients and a simple smile or a real word, like a question, like how are you, sir? How are you madam? But the real meaning that you can feel it this energy to feel it when it's honest and authentic and when not. And then it can change the day of that person. And also to yourself because you feel like, oh my God, look, I just asked this question. I can see that person is more happy. And

the Future of HospitalityYou see that in, in, in, especially, in, in America, I'm in America a lot. You see that there, in Holland, you don't see it that much, to be honest. When people don't feel good, they mention it. They just say it to you. In America, it's more like, you keep up appearances. It's it's a facade, and, you should not talk about your feelings. So, why do you think in hospitality of hospitality, hotels, etcetera, often discourages showing emotion or softness because I think it's a strength but it's often still seen as weakness or it doesn't belong in your field of work. Can you explain to me why that is?

Verónica Sánchez MartínThat's what you say, because if in the end it to show your emotions is like a weakness. Yeah. And we shouldn't be, we shouldn't be like in a theater when you are in The States. And it's, I don't know if you remember, these posters that you have in the door before you go to outside to the, to the dining rooms or to the reception, smile, you are in a stage. And it was like, this is wrong already. It's showtime. Yeah. That's Yeah. It's not showtime. But if the people can feel it, that when you are smiling because you need to smile, not because you want it. And then if you don't take care of the team members.

Verónica Sánchez MartínThey are inside and serving our clients with kindness and, and make sure that they are okay at work and they are feeling proud of what they are doing. And then you can put so many posters

the Future of Hospitalitythat it will not work because in the end because you don't see them anymore. You go like this and,

Verónica Sánchez Martínyou go about your day. Exactly. As well as your question, unfortunately, I will say with, like this, because hospitality is still not so innovative. It's still old fashioned most of the time. And this part, like to show emotions belongs to the old mindset, But we are getting there. Really, we are getting that. We are changing this mindset that show our emotions, show happiness.

the Future of HospitalityIt's important. It is important. And people like you are definitely, adding to that to that movement. So give me an example of because you started the hospitality leaders club. You also have a new business called betweenforks.com. I want to dive a little bit deeper into what is it that you do. So you educate or show leaders, managers, general managers, and c level people in hospitality how they can adopt this. And can you show me how you do that and what is it that you do? Okay. This is more like between folks. Between folks is helping to the companies

Verónica Sánchez Martínand to create a workplace where the the employees are happy and more productive and more efficient because they are feeling their purpose in their work. And even if they don't find a purpose, they feel like they are doing something important and it matters for them and for their future life. That's between force and I train the leaders also because, you know, like the last report from Gallup, 75% of the employees,

the Future of Hospitalitythey are leaving their job work the workplace because of the leaders. Right. That's true. I hate it all the time. You're absolutely right. So that needs to change. So that is where you I want to see, I wanna see that sequence. So, you started at some point. Who was your first leader that you were able to change their way of of working with with their staff?

Verónica Sánchez MartínIt was here in a, in a hotel in Vienna. In Vienna. Okay. And we was in really bad situation in, in the middle of the pandemic. And we have a company of hotels of 14 hotels. And we was, in the department of FME, one of the lowest, as, motivation for the team in the company. There was the last ones from the 14 companies. And then the challenge was like, we need to be at least from the top six at least in six months, one year max. Okay. And what they did, it was like, okay, I'm going to apply all the knowledge I learned from the employee experience master to this and also to to listen my what I would love to have. No? And what I feel that we are missing is just listen.

Verónica Sánchez MartínListen to your team and try to to do as much you can to apply what they need. No? Always taking care of the company needs and the company and the employee needs. No. And it was one of my biggest success because in two months, we was already in the second position from the four companies. It was really a big success. I mean, you just was listen to them and know what they need. And some of them only need to work in a specific time. Some of them, there was really need more transparency, you know, and then we apply all this and, we was hand by hand together.

Verónica Sánchez MartínAnd I remember in the middle of the pandemic, the team members was texting me because we need also to make some revenue. No? We have a goal to follow. And then they was texting me, Vero Vero, we are almost in the in making the budget. We are making the budget today. And it was so beautiful to see the team working together for the same reason, just to get the goal for, for the revenue, for the, position that we need to reach, not to be at least the six the top six, sorry, the top six from the, f and b departments from the whole company. And we did it.

Verónica Sánchez MartínAnd that's why it's, and sometimes I get it a lot of like managers say, yeah, but if you listen to everyone, then you're going to get crazy and it's wrong. It's not true. And it's, I don't know. It's like the energy of life, you make it so easy when you listen really by heart, you, it makes so easy. Like in this case, for example, it was like the timetables. One of the biggest problems, there was the timetables, but coincidence, I don't know, life, energy. I don't know. The one of the employees wants to work in the morning, one of them in the evening, and on the other ones, no one don't want to work in the weekend. Others wants to work in the weekend. Then it was really you need to think a lot and to squeeze your brain to make a right schedule, but it works.

Verónica Sánchez MartínThat was one of the points, for example. And it and then sometimes they say, better you are like a mommy, but yeah. And I get it. And if it's before I get it upset, now I get it as a compliment because I know when you are a mommy, don't take me wrong. When you really care about your team, that's what is for me a mommy. And then the team is so and see it and feel it, and then they give a lot. They they are like a brand ambassadors for your company. They are brand ambassadors of yourself.

the Future of HospitalityYeah. What I'm hearing is that it's about being seen. That's one. And the other thing is the the the what you show the the leaders is to work more from the inside out. And then he did listen to their staff because they are people. They're smart. They got ideas. They have issues. They had like just like yourself. And instead of keeping that behind closed doors, I had, just popped in my head and a manager at some point, who always keeps the door open, of his office so anyone could walk in. And people at first find that strange, but at some point, they just kept coming and kept and they they started to have this, relationship that was almost, well, equal, I can say. I cannot even imagine, forty years ago when I was working in hospitality. Did that was absolutely out of the question, which I never liked? We talked about that that earlier, which I never liked, and I'm glad to see that there are people standing up, to make a change. And I've I've I've heard that even at the the official hotel schools, they are, embracing the new way of education, educating, people.

the Future of HospitalitySo when, I wanna move forward to your, leader, leadership movement. So what do you hope to build with the current movement? And was there maybe a specific moment where it felt real? Like, yes, this is working?

Verónica Sánchez MartínReally, I really love when you say moving because also one of the attendees from the hospitality leaders club when we go to the event, they say, you're making a movement. And I say, yeah, we are making a movement. It is a movement. Yeah. Yeah. And the hospitality leaders club, it comes for, a hurricane moment during the shower. I don't know. I do my meditations in the morning. I do a lot of rituals, but my hurricane moments always comes to the shower. I say, We need a community that is real, that we can support each other, that we can give a hand each other when we have a issue to solve, that someone who talks the same language that we talk like a spitality language because it's pretty specific to understand also the hospitality world.

Verónica Sánchez MartínNo. And also a place where we can celebrate the success of the other ones. I want that with the real one. And then I start creating these events. And I remember the first month, it was the March 27 and the community manager from the SOKU, the ones that they give the place to create these events. They always support us a lot and I'm really grateful for them. They call me, Vero, Vero, we are already fully booked in the, in the registers. We need to stop. And it was only ten days. And I say, Jared, don't worry. We close it and we will put that waiting list and then we are safe. And it was amazing in ten days was fully booked. That means I was not the unique one who was missing this community and a place where we can meet all together at least once per month to talk each other, to solve each other. And then it gets grow and grow. Now, the last month we did, an event when this the same event, but we invite the young leaders, leaders 30.

Verónica Sánchez MartínOh, okay. Yeah. And it was so beautiful, so inspired. And to hear also the struggles, their challenge,

the Future of Hospitalityit was amazing. And we So it's young people, young leaders and older ones, and they each tell their story, they tell each oh my god. That sounds amazing. Because you can learn from people who are much younger than you. I mean, I always thought that. So I'm so glad this is happening. So, when you did your your first event, because I'm really glad and I'm happy to hear that it's getting so successful. Your first event, your first pitch yourself, how did you feel? Well, so nervous.

Verónica Sánchez MartínSeriously, even my brother flew from France to Vienna used to support me. And I was like, oh my god. I was so extremely nervous. I remember I have some notes too because I did an interview also to to to speak to speakers, and I couldn't see the letters. And it was a big one. So I put it in big just to be easy to read it. I was not able to read it. Imagine how nervous I was.

the Future of HospitalitySo what made you finally take this first step even though you were nervous?

Verónica Sánchez MartínI was to be honest, it's a really good question and I hopes, after this podcast, someone can take a takeaway and this one will be one of them. And I was really scared to go outside.

the Future of HospitalityBut that means being scared is okay. I think if you know, you do, you do it for something good. You do something new. You did something that you've never done before. And that's really scary and that's I go back to my own story when I was young when I had to work, in a in a high end restaurant, I was working events when I was 16 after school and all of a sudden because apparently I was doing good and the general or the manager said hey Arjan next Saturday you can work in the restaurant which is a very very fancy restaurant. I got sick to my stomach at home and I didn't go because I was so nervous.

the Future of HospitalityBut I later on I did it and you have to cross these thresholds all the time, pushing yourself forward, getting out of your comfort zone Cause if you got something to tell, that's what I believe, you need to do that. And that's what you did. I like that. I really appreciate that. No. No. That's what I want to say. I was so scared,

Verónica Sánchez Martínbut I remember my mentor once say, Veronica, if you keep your talent to yourself, you are so selfish. Yeah. And I was like, Oh my God. Wow. And I blow my mind and then I take an action and then the magic comes. That's why even if you are scared, I will say, just do it because I try, I say I did it on the March 27 was my the first time I jump in. I was really scared. I was really nervous, but then I can see that the leaders, for example, they are connecting each other. They are helping each other. That's how beautiful. You know, last time this some of them too, actually two attendees, they say, Vero, thanks to you, I reconnect with my old boss. And now we are thinking to work together in a new project. And another lady say she get two options to do a project together with the two attendees. And I was like, so beautiful. We are helping each other to grow. And that's that's amazing.

Verónica Sánchez MartínAnd also to to have a place where you can breathe, you can be authentic.

the Future of HospitalitySo what kind of support did you need back in your early days that you're now offering others?

Verónica Sánchez MartínWell, I need a place actually to to talk with someone because some as a leader, you need to make some decisions that have some strong consequences, not only for you, for someone else. And and I couldn't ask to my boss because then I will say, Veronica, then why I hire you if you need to ask me that question. No? But I couldn't ask to my team because it was confidential, private, and not it was not okay to ask to your team. No? Because if no. And they they really believe in you and then, you know? And then I was I didn't know with who to talk. And with friends, they are engineers or teachers, and they don't know how to help me because they are completely different industries and they have their own issues. And they should talk with their own community, you know? And I didn't find that place that I needed to talk with someone to breathe. And also, we have this world, no, like the talent world that is so difficult to find talent. And I was thinking it will be amazing if we have some connections already that I can call, hey, Ariane. Do you have an, team member for this position that I needed for to cover because we are in this situation now?

Verónica Sánchez MartínI didn't have this, and I was like, I wish we have something like this. Yeah. More open communication, more real

the Future of Hospitalityhuman interaction. That is do you think that hospitality leaders underestimate the emotional side of leadership? Yeah. Still do? And that's So that is that is where you jump in.

Verónica Sánchez MartínBut still still. And I won't say everyone because, for example, one of the things I was surprised in the feedback from the events is like, they really like the authentic. They really like the human. And also, because I'm organizing also masterminds inside to the membership. And to be part of the member the mastermind, you need to refill some questions, not to put you in the right group. And I will say 99% of the answers was I want to bring more humanity in the hospitality.

the Future of HospitalityAnd I was like, that's so beautiful to read. It's beautiful, but I I I find it well, I've I've I've experienced that myself, my careers. I've but I still find it really, really remarkable how people need help by pretty much becoming themselves again. That's what it is, I think.

Verónica Sánchez MartínThat's why I I say Go inside. That's what it is. Get one time say this journey takes so long for me because it's not easy journey. We learn so much in the school. For example, we learn so many things, but we don't learn how to ask the right questions to find out who we really are and why we are here. And this in the hospitality is like we mentioned before, still like yeah. But this is business emotions. Keep it at home. Right? We are on the stage. And this and when you approach to a client in your pure and a 100% yourself, they feel it. Yeah. They feel it. I'm still having emails with some of them, my old clients from the Ritz Carlton in Barcelona, for example, or from Amsterdam when I was living in and working in conservatorium.

Verónica Sánchez MartínI cry with the clients when they leave because I didn't want them to come home. Well, that is you had an emotional connection. Yeah. And you you you hit a nerve, a very important nerve. Yeah. And also, some of the clients that was there was for a difficult situations or for a really important situation moment, not in their life. And then you make a connection because actually hospitality is this, you know, serving to the others. And when if you don't serve with with a full heart, then we don't that doesn't work.

the Future of HospitalityI see the most successful leaders are indeed the people, the ones who almost 100 operate, do things from their inside out instead of doing it according to what they learned at school or they think how you should treat people. And you can tell. They look happy. They look healthy. People because they start to radiate from the inside out. Anyway, we talked about that. I have another question for you. What kind of change do you think that this industry really needs at the human level?

Verónica Sánchez MartínThe the the real change we need in in this industry, and I will say in all industries and in this life is to be more humans, to be more real, to put our self to the self to the others. It doesn't matter in which business. We have We are losing our humanity, I would say. I'm not want to say in general because it's exceptions. No. But, in general, I don't know. Quite often we are losing this connection. I remember when I was a younger teenager, we meet up every day in a in a in a specific point with my friends. Everybody was on time. We talk, we enjoy, we play.

Verónica Sánchez MartínNow someone is coming out one hour late. Someone because we have the WhatsApp and then I'm coming late or I'm not coming. And we lose that. Well, I remember my mom. I remember that Veronica put the, the phone, the phone down because I was talking about that. You know, I love to talk with my friends and and know what they are doing. And now I just get what's up. How are you good? Or even you do like this and that's all. And we are losing this humanity. And, and now we we are human beings, you know, that's the difference between us and the animals. And even the animals are more kind to each other. That we I don't say that we are not kind to each other, but we are losing that Yeah. Unfortunately.

the Future of HospitalityIf someone who is listening now to to this conversation, and feels right now what you once felt unsure, too emotional, too smiley, you know, too different. What would you say to that person?

Verónica Sánchez MartínAnd you skip yourself because what you're doing is the right thing. And that's if that's how you feel, don't hide it. That's why you are here like this. And it's beautiful the way it is. No, it's why we should change to fit in a specific, protocol or a specific style when we are amazing the way we are. No, everybody's specific, weakness and the stronger points are making that personally special, no? Yeah.

the Future of HospitalityWe are amazing the way we are. I like how you, how you express that. So moving forward, you got your movement. You have the inbetweenforks.com, and the book. I wanna talk about the book a little bit. I want to know why because I didn't even know when before we got on this show. I didn't even know you were publishing a book. We didn't even talk about that. So that's a nice surprise. So tell me more about, what you what lookout is? What do you expect? What what do you wanna do?

Verónica Sánchez MartínWell, it's like what they said before, and I I was not planning to write a book, but I, I really like to write my emotions and my thoughts in paper. Even when I start my business plan, I put it all, everything on paper, not on the computer, because it's the way I go to put my thoughts in in a line, you know, because you know, it's like When you write it down, it's real. Yeah. And also it's more organized because if noise like choo choo. And the reason I start putting this idea, okay, what what is to put, sorry, and to put the ideas more clear. Like, okay, what are the top five tools that I can implement for between folks to to train the team members and the leaders to give to their teams?

Verónica Sánchez MartínAnd then I start writing it down and it it was like with experience that I have myself or with the neck to touch also. I don't know. You know, I start writing it down and it was already quite big. And I was like, okay, why I should keep it to myself? You just give it to the world. No? Yeah. Publish it. I'm I it's I'm not an an a writer, but, I just did it with all my love just to help to myself, to organize and also to to give it to to the world.

the Future of HospitalitySo where is it? Where can people, where, where can people get it? Because

Verónica Sánchez MartínI want you to hit the title, the exact title and where people can get it. Okay. The exact title is top five secrets and how to create happy hospitality tips. Okay. And and you can find it in Amazon.

the Future of HospitalityIn what? Sorry? Amazon. Oh, Amazon. Sorry. Sorry. Yeah. Yeah. Yeah. Okay. So people could get it on Amazon, the five top secrets in hospitality.

Verónica Sánchez MartínHow to create happy teams. Yeah. Right. Happy in teams. Lovely.

the Future of HospitalityIs there one last thing I want to know from you if you have there is a lot of young people listening to this as well who are, either working in hospitality or dealing with issues. Is there any kind of advice that you would give them?

Verónica Sánchez MartínYes. I will say that follow their instinct. Doesn't matter because, for example, as a as a personal experience, they say to me a lot of times, you are always smiling. You need to be more serious. You are what you hack to the clients. You cannot do that. It's because especially in a luxury, hotels. And it's like, yeah. But if the situation comes, why not? If they allow you, why not? You speak yourself. Be yourself because when you're authentic, you are so empowered and also knowledge. I would say knowledge. You don't know something, just go to get knowledge. Books and Chativity. It's our friend now. I don't know that. We don't even use Google anymore. We ask it to him.

Verónica Sánchez MartínBut knowledge, I will say, and also to take a challenge

the Future of Hospitalityevery year to learn something new, then you'll grow up. Yeah. So that's the key message here is be yourself, educate yourself, and always try something new and never be afraid of being yourself. Right? No. An action. Action. Action. As I try Dreaming is good, but it's about action. Exactly.

Verónica Sánchez MartínThinking action. When I try the action, now I'm like an addict to the action. Really. It's like, wait. Okay. -I feel it because I'm the same.

the Future of Hospitality-All right. Veronika, it was lovely to have you on the show. You see thirty minutes just go by just like that. We could talk for hours. I really love what you're doing. I'm gonna gonna see where I can find your book myself, and I will absolutely, recommend it to to others because it comes from your soul. Thank you so much from for being on our show.

Verónica Sánchez MartínThank you to you, Arjan. Really, thank you. And to be honest, you are making also a beautiful project. It's amazing.

the Future of HospitalityThank you. Thank you. Yeah. I think we're on the same level. Same energy. Lovely. Alright. Thank you. Bye bye. Thank you, Wabam. Ciao.