Guests & employees should be connected via hotel’s philosophy.

Guests and employees should be connected via hotel’s philosophy.

Read that again.

It’s not all about how to please your guests.

It’s not all about what guests want.

It’s about how to do so with integrity. Whaaat?

I’ll tell you what.

First, your concept means you are focusing on very specific style of service, accommodating guests needs in certain ways, thinking about what they need in terms of some context.

Second, your systems mean you know how to accomplish all of the above, you have a play book where you have strategies and tactics on how to make each and every guest, no exception, feel taken care of, surprised, special.

So first thing, that concept, that’s your philosophy, your values. The things you choose to emphasize in your service. Those things draw specific guests, your guests.

Then that second thing, tell me – who does it? Your team, your employees. In order to do their job splendidly, they need to personally connect with your values. They need to cherish them and proclaim them as their own. If not right now (in their lives) then as an ideal they look up to.

Eventually, we come to that place where guests feel deep and sincere connection with employees and love your business.

It is a huge value for your hotel.

Intangible but powerful.

That’s the unspoken precondition polygon behind safety, presence and enjoyment in a hotel.

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