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When there’s no standardization, employees have more freedom but system enters chaos.
Standardization makes everything in your company EASIER. More standardized processes mean LESS mistakes, LESS decisions to be made, LESS...
Have the same vision of hospitality as your guests.
Your regular guests will return exactly become they like your vision of hospitality. They value your service and the way you hosted them....
Higher the price, higher the interest. But it’s sustainable only if value is justified.
It USED to be true “higher the price, higher the quality”. Unfortunately, this is not the rule anymore. People try to sell expensive...
Unacceptable to some, irresistible to others.
Your service shouldn’t and can’t be for everyone. While some will come precisely for the way you do things. Others will complain about...
No employee can care as much as you do unless they have something at stake.
Owner is NATURALLY the person who cares the most about their business. ONE it’s about their vision and mission. And TWO it’s about...
Having signature embroidered sheet set doesn’t make you a five star hotel.
I know you know there are STANDARDS for a five star hotel to actually be a five star hotel. Yet, that doesn’t stop you to have an...
Being busy doesn’t make you important but unorganized. Taking extreme ownership does.
When people CAN’T handle important things, they become busy with LESS important things. And by important things I mean everything that...
Everything you know about your guests should be monetized.
I say this to emphasize the importance of guest data. But this is NOT to say monetization should be priority. In other words not...
Focus on opportunities, not limitations.
The aim is NOT to be perfect. The aim is to ‘perfectly’ USE WHAT YOU HAVE. No place is perfect for everyone. But for THE RIGHT PERSON....
Once you promise something, you need to deliver it each and every time.
It’s NOT enough to deliver it every other time. Maybe for a VIP or an influencer. You need to deliver the promised experience to EVERY...
Experience is created every minute. It is not an upgrade option.
Experience is NOT just an event. Experience is at least a contact with that event. It’s an impression and observation of that event. But...
Quality over quantity. Value for money.
The quality of something is often valued more than quantity of something which is cheaper so you can afford more pieces. It’s about the...
Your price can be high and your guests can still think it’s a bargain.
We are in EXPERIENCE ECONOMY stage. Used to be commodity then goods and service. Now EXPERIENCES and TRANSFORMATIONS. We DON’T pay for...
Good marketing can sell once but next time, it’s your value driving success.
Well, if you’re in that game, it’s a RAT RACE in business. Marketing can sell anything. But do you really not care if you LET PEOPLE...
You have everything you need to be remarkable. You don’t need better facilities, location or stars.
You ALREADY fulfil someone’s needs, but do you know WHOSE? IF NOT, then that’s why you’re not fully booked. It’s not about actual...
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