Good morning beautiful people, good morning everyone!” These were the sweet words I heard each morning as I entered the Oceanview Café aboard @CelebrityCruises during my recent travels. Felice is the extraordinary Team Member who shares these glorious words of positivity as guests arrive for their daily coffee and breakfast. She canvasses the buffet area smiling and repeating these words with conviction——for hours! Felice is there bright and early when it is slow, and she’s there amid the mid-morning chaos when half the ship decides to have a quick bite before departing for their excursions. I watched her maintain her calm pace, gracious hospitality, and uplifting words as hundreds of people scurried by her.  In that moment, I realized her power. You see, Felice isn’t just doing her job; she is living her passion.  

Felice is one of a few team members who work the role of greeter each morning. In addition to her warm welcome, she assists guests with navigating the breakfast space to seamlessly find what they are craving.  For a company, there is a cost associated with each position. Often, those roles that are not revenue-generating are the first to be curtailed. So, I wondered, would a guest’s breakfast be affected without Felice’s daily greeting? Would guests, who may not have consciously noticed Felice or her words, miss her? After days of observation, I would argue the answer is “yes!”  

While the words “Good morning beautiful people” were spoken every day, it wasn’t until I realized the smile on my face when I heard them that I was prompted to note other people’s reactions. As guests bustled by Felice, most were smiling too. She was spreading joy through her words. If we could bottle what these special people have and train what “that” is to others, how phenomenal would we as a hospitality industry be?

I finally had to approach Felice and thank her for making me happy every morning. She made me smile, demonstrated concern for others, and used kind words of positivity. It wasn’t just “good morning” but “good morning beautiful people.” Hearing those words can truly make one feel beautiful. We had a great conversation, and she thanked me for my feedback. Felice shared that she “feels filled” after each cruise and knows what she is doing “is right.” This motivation comes from within her, and she replenishes this energy with every cruise, welcoming new guests with each sailing.  

I believe there are a few lessons to be gained from these words. (1) Hire people who “feel filled” by their work. Add a question about passion to your interview process. What emotions are you attempting to evoke from your guests?   (2) As business owners, don’t underestimate the power of positions that may seem excessive. If it’s done right, you will impact your guests. And, (3) Recognize and celebrate the Felice’s of your company. Through their recognition, you are #training everyone else in your organization to embody your core values. Thank you, Felice, for sharing these lessons with me.   

#Goodmorningbeautifulpeople   #traininganddevelopment  #smileeveryday