In the world of hospitality, service isn’t just about meeting expectations—it’s about continually elevating the guest experience. That’s why we’ve developed The Service Progression System, a 5-tier framework designed to transform guest interactions into meaningful, unforgettable moments.

Level 1: Essential Touch – Setting the foundation with accurate, timely information.

Level 2: Enhanced Assistance – Proactively offering value-added services.

Level 3: Bespoke Care – Personalizing experiences to reflect individual guest preferences.

Level 4: Immersive Support – Accompanying guests on their journey for a seamless experience.

Level 5: Signature Exclusivity – Curating unique, one-of-a-kind experiences available only to our guests.

In a world where innovation is the lifeblood of success, unlocking the potential of intrapreneurs within your organization is a game-changer. By recognizing their unique traits and fostering a supportive environment, you can transform your workplace into a breeding ground for creativity and innovation.

Embrace the curious, the problem-solvers, and the risk-takers on your team, and watch as they turn ideas into impactful solutions that drive your business forward.

Key Idea:

Hotel leaders must take an active role in recruitment, building a talent pipeline by leveraging their own networks, optimizing internal processes, and continuously scouting for potential hires. This proactive approach ensures operational success and prepares the team for future challenges.

Why You Should Read It:

This post provides actionable strategies for hotel leaders who want to stay ahead of the talent shortage and ensure they have the right people in place to maintain and elevate their hotel’s performance. It emphasizes the importance of operational leaders stepping up in the recruitment process, offering practical tips to create a sustainable and effective talent pipeline.

Criticism often masks an underlying wish or unmet need. By recognizing this, leaders can reframe their feedback to express desires for positive change rather than simply pointing out faults. This shift in perspective transforms potentially negative interactions into opportunities for growth, creating a more empathetic and supportive work environment.

By adopting the “wish” perspective, leaders encourage open communication and collaboration within their teams. Instead of criticism that discourages or demotivates, the focus becomes constructive feedback that inspires and drives continuous improvement, ultimately strengthening both individual and team performance.

Discover the crucial role of 'go-to' persons within your team and learn how to identify, nurture, and recognize them effectively. Explore practical tips for recognizing these key individuals, creating a supportive environment, and fostering their growth to drive success and excellence within your organization

3 ways we would want you to look at your annual exercise to make it even more rewarding.

This ability to transact with strangers as if they were friends is made possible by an intrinsic, instinctive human capacity for trust. Oxytocin is the chemical that evolution uses to make mammals feel good about each other.

‘Oxytocin is a physiologic signature of empathy,’ says the neuro-economist Paul Zak & here are some ideas on using this to build trust as a leader.

7 Actionable Insights & 12 Best Practices Inside

A service experience is made up of both tangibles and intangibles. You can use one of your senses to interact with a tangible resource in the real world. While you can 'feel' both, intangibles do not have a so-called 'real' existence. It's all in your mind.