Opening Hook:
“The most valuable leadership course I ever took didn’t happen in a classroom – it happened behind a bar during the Manchester Derby rush at Chester Racecourse. As pints overflowed and tempers flared, I learned crisis management in real-time…”
Body Content:
Section 1: The Pressure Cooker Effect
Detailing how managing 30+ staff during peak events (like Chester Race Company’s busy seasons) forged unmatched adaptability. Specific example: Implementing a “language buddy system” where Bengali/English-speaking staff paired up to reduce miscommunications during high-stress service.
Section 2: Data-Driven Hospitality
How tracking customer complaints about drink wait times led to creating a visual signaling system between bar and kitchen staff, reducing service delays by 40%. Draws parallels to using eTB Manager data for BRAC’s health programs.
Section 3: From Guest Smiles to Team Motivation
The psychology behind reading customer micro-expressions (honed over 4 years in hospitality) applied to volunteer coordination: “Just as I learned to spot an unhappy guest before they complained, I now identify overwhelmed volunteers before burnout hits.”
Closing Thought:
“Next time someone dismisses hospitality as ‘just service work,’ remember: the skills to keep 500 hungry racegoers happy while managing a multilingual team under pouring rain are the same ones that build resilient organizations.”
CTA:
“Have a team that needs stress-tested leadership? Let’s exchange war stories over coffee.”