How you do anything is how you do everything. Especially when no one is watching.

If you see a waiter wiping a coffee drop on a cup with their fingers on a way to your table, your brain automatically at least doubts what else they might do with food for example.

MAYBE drops of sweat pouring down from the cook's forehead directly in a pot? Disgusting!!!

BUT “how you do anything is how you do everything” applies to the whole company level.

Company culture is NOT spread from individual employees to others but rather top to down, management to operations.

Many hotels distinguish the things done IN FRONT OF THE GUEST and done in the backend or BEHIND THE CLOSED DOORS. Meaning they’ll do something if the guest ISN’T watching.

It might take a while for a guest to notice but they WILL. And once they do, you will REGRET and they will tell bad stories about your hotel to EVERYONE.

When a hotel decides on standards, they focus on the outcome. But the real thing that matters is PROCESS leading to that outcome.

WOULD YOU MIND a guest overlooking ANY process while waiting for the result? Well, that’s a good question!

Room cleaned with dedicated chemicals according to housekeeping standards is NOT the same as a room that smells and looks good but is all wiped with THE SAME all purpose cloth.

Great looking cappuccino that is too hot is IMPOSSIBLE to taste and feel good.

Employees who chit-chat, look grumpy or argue with each other behind the counter will NEVER look genuinely kind at the table.

This requires training your personnel for specific MINDSET, making them follow but also understand the procedures and CARE for the process.

NOT the case with your hotel?

OR maybe you don’t even KNOW how some things are done BEHIND YOUR BACK?

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Master consistent excellence DELIVERED in practice.

Be WORTH EVERY PENNY & every second of your guests.