Why you should budget for that extra special touch for your guest. Great guest service is like power. If you have to tell people you have it, you don't. Truly great service radiates. You feel the potential in the swing of the door, the depth of the carpet.

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2 years ago

Spot on Jonathan.

We have coughed up several hundreds on occassions to keep the faith when all manner of things create a perfect storm and none of it of our making. In these maelstroms the guest doesn't want excuses or explanations, they appreciate meaningful gestures and this breeds loyalty and reduces brand damage. As the target and first point of public contact its a managers reputation that is at stake!

Guess what! They come back!

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