It Depends Who Is Working
Would your team handle the same guest complaint the same way on every shift? Most leaders pause before they answer.
ReadInsights
Insights.
Notes from the floor on guest experience, service and the leaders who carry the standard.
Guest ExperienceService RecoveryStories
The Sentence That Ends Too Soon
"I'm sorry about that. We'll look into it." Said with good intention, and it almost always leaves the guest exactly where they were.
ReadDifficult Passenger, or Hurting Person?
A story about the judgement we form in the first thirty seconds, before we know the full story.
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