Trust takes years to build and seconds to break.

People like being loyal to businesses. Your guests would love to come back and they wish you showed up as promised so they can confidently choose you next time as well.

This also means less decisions in people’s lives and feeling safe having something secure they can rely on.

Trust is built and REINFORCED every time they come and you deliver in the same great way as always.

BUT what happens when you fail to do so?

When running a hotel, you are not just a normal person. You are but you are also an entrepreneur and hotelier. Not everyone goes on this journey. So you are expected to be wiser in setting business strategies that can support you and your whole team so that you don’t fail.

It’s NOT small failures that cost you trust and reputation, like wrong orders or missed room cleaning.

It is HOW you RESPOND to those because they REVEAL if that was an honest accident or there are much more serious problems in the backend and you are not confident in what you’re doing.

Any mistake which is not followed by taking OWNERSHIP qualifies for broken trust.

For example, a waiter convincing a guest that it is what they ordered (in a case of miscommunication while ordering) in other words accusing a guest of being guilty NO MATTER how polite this is done,

OR not cleaning a guest’s room even after they asked for it or reported it was missed,

WILL ALWAYS sound as an excuse and cowardly attempt to cover something up and not take ownership of the string of small actions that led to that failure.

When omission happens, take ownership of it and address the situation right there before it is too late.

It’s certainly not comfortable, but it ENSURES long term success in so many ways.

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Master consistent excellence DELIVERED in practice.

Be WORTH EVERY PENNY & every second of your guests.