Can’t expect your employees to show on-the-spot creativity if they are overwhelmingly busy.

When you execute your standards properly, you’ve accomplished your job half a way.

The other half is PERSONALISED TOUCH, being authentic and spontaneous IN YOUR HOTEL’S SPIRIT, problem solving for a guest, making their stay easier and more enjoyable.

This addition is on-the-spot creativity.

People like people. Your guests are into REAL EXPERIENCES with real people. And this is when your team is much more than just employees.

If you have done a good job hiring, they all have similar values and reasons for being in hospitality, their vision of it MEETS your vision of it.

When that is true, you can encourage them to be themselves, to EXPRESS THEIR PERSONALITY when appropriate RATHER THEN FAKING and chasing some ideal hospitality behaviour.

On-the-spot creativity is when your team steps in to help a guest in need WITHOUT OVERTHINKING.

It’s also them discovering some information and getting an idea how they can use it to OVERDELIVER and SURPRISE a guest.

But, if your team is TIRED and TOO BUSY, they can NOT focus on this. It’s simply a matter of prioritising.

They will NOT have enough energy to notice these situations nor to come up with creative ways to act and CREATE MEMORIES for a guest.

And this is one of the MOST IMPORTANT things in a hotel.

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