What sets great hospitality operations apart is the attention they place on thinking through every aspect of their services and offerings, and the effort they place on those deliverables.
When managing people, your success is largely dependent on getting work done through other people. If they fail, you fail. When your team drops the ball, the first thing you should do is look in in the mirror and honestly evaluate your actions to see if you gave as much as you could to the cause.
All businesses strive to provide excellent customer service but there’s a fine line between service and servility. In many situations, employees and managers fall in to the trap of extreme servility.