Prepare for these recurring moments in advance, and your staff doesn’t have to reinvent the wheel every night—they just have to listen and make it happen. You might be wondering: Once you’ve systemized it, is it still hospitable? Does that airplane snack box carry the same warmth and generosity the thirtieth time you hand one to a guest as it did... See more
Imagine, though, that instead of resorting to one of these fallback positions, you asked yourself: What is the hospitality solution? What if you forced yourself to be creative, to develop a solution that worked because of—not in spite of—your dedication to generosity and extraordinary service? These are almost always harder to execute, and coming... See more
This is a hospitality solution: a problem that we solved not by sneakily chipping away at the service we were offering but by blowing it out in the opposite direction—by giving more, not less.