5 Powerful Lessons from ‘You’re Being Served’

Last week, we came together at the beautiful Ritz-Carlton, Melbourne, for ‘You’re Being Served – Giving Back to the People Who Give.’ It was a celebration of the heart and soul that goes into exceptional service and a day dedicated to rejuvenation and connection for leaders and team members who give so much every day.

As well as the experience of the day, there were many insights shared by our remarkable speakers. Their stories and lessons not only inspired us but equipped us with practical examples to bring back to our teams.

Lesson 1 - Embrace The Future
Finbar O’Hanlon challenged us to look ahead with optimism and courage. His powerful declaration, "The future is bright for those who are not afraid," resonated deeply. He spoke about the incredible potential of AI, not as a replacement for human connection but as a tool to enhance it. Finbar emphasised the importance of an adaptive mindset, encouraging us to embrace technology to become more human. By leveraging AI, we can deepen our connections and enrich the experiences we create for those we serve.

Lesson 2 - World-Class Service Is A Daily Focus
Rachael Harman, the General Manager of the Ritz-Carlton, gave us an inside look at delivering world-class service. She highlighted the crucial role of having clear service values that are reinforced daily. Rachael spoke about the immense focus on empowering the team through continuous training and support—truly setting them up for success. Her insights reminded us that when we invest in our people, we create an environment where exceptional service flourishes naturally. And to bring the panel discussion to life, we were able to experience this world-class hospitality throughout the entire day.

Lesson 3 - Inclusion Matters
Asher Nowlan, Diversity and Inclusion Lead at the MCC inspired us to expand our vision of inclusion. She shared impactful real-life examples including The Hidden Disabilities Sunflower Scheme and the introduction of sensory and prayer rooms, providing safe and accommodating spaces for diverse needs. We also heard about the groundbreaking initiative where individuals with accessibility needs were invited to experience the stadium two weeks before the Taylor Swift concert. This gesture not only made headlines all the way to Italy, but had a profound impact on those who attended, demonstrating the powerful effect of proactive inclusion.

Asher's message was clear: by thinking bigger about inclusion, we can make a meaningful difference in people's lives.

Lesson 4 – Little Moments Of Care Matter
In the true spirit of care, we took time to create some personal touches that often go overlooked in service industries and ensure everyone felt spoilt. The silent disco during breaks brought smiles, laughter, and energy into the room. Massages on the breaks were a huge hit! Recognition notes from leaders illustrated the power of recognition. This served as a reminder for all of us that self-care is a necessity to sustain the care we offer others. Taking time to refuel allows us to show up as our best selves for those we serve, be that our people or our customers.

Lesson 5 – Take Your Breaks!
When I asked the room, “Who’s really bad at taking breaks?” nearly every hand shot up. It’s a common struggle, but taking time to refuel and recharge during the day is so important! And let’s be honest—food and coffee at a conference can make all the difference. From the delicious lunch to the coffee cart and the post-conference canapés—it was a standout experience.

And finally, there is something magical about being in a room with people who get it. The shared challenges, the passion for creating meaningful experiences, and the deep respect for the craft of service created a powerful sense of community. Watching those connections form, whether over lunch, during a panel discussion, or dancing at the silent disco, was such a highlight of the day. One of the most rewarding outcomes was hearing how our delegates left with tangible, practical ideas to implement within their own organisations and I am loving hearing people’s learnings.

SAVE THE DATE FOR 2025!

I am thrilled to announce due to overwhelming feedback from our delegates that ‘You’re Being Served’ will return on Friday, November 14, 2025 at the Ritz-Carlton Melbourne. 

Mark your calendars—we can't wait to continue this journey of growth and connection with all of you.

Once again in 2025, tickets numbers will be limited to allow for the interactive nature of the day, so please sign up to the waiting list early.

Also, If there is anyone in your network you feel would benefit from attending in 2025 we would love you to share the details!

To everyone who attended, shared, and participated in our event this year, my heartfelt thank you. Your passion and dedication are what make the world of service so extraordinary and it is a privilege to create this space for you.