Standardized service doesn’t exclude customization. In fact, it enables it.

Standardized doesn’t mean being the same like everyone else. No, no, no.

Standardized means that you set a FRAMEWORK which someone can follow to ensure the same quality of the results.

You can have HIGHLY CUSTOMIZED results and STANDARDIZE them. Read that again.

You can have many ready made ideas and framework in which to act when certain opportunity occurs and then follow some processes to execute and ensure quality. It’s CREATIVITY and ENGINEERING in one.

It’s like chaos and order. Complete chaos and complete order are useless. It’s the mix of two that provides some value.

For example, having your unique hospitality approach follow complete guest’s journey is what sets you apart. Since it’s well defined and determined, it means it’s standardized, but it’s your own methodology so it’s also highly customized.

Further more, it can be customized for each guest and yet defined in your methodology. Simple example is accommodating complementary welcome gifts for each individual guest.

Standardization here is not about any standardization bodies on more global level, although it can be.

Standardization is like skeleton, while customization is like flash.

STANDARDIZE according to your hotel concept, identity and philosophy so that you can deliver consistently.

CUSTOMIZE within that framework to overdeliver to your specific ideal guest.

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