Years ago, when I was managing a luxury resort, the festive season often felt more like hosting a 1000-person dinner party than running a hotel. Guest expectations skyrocketed as they arrived from every corner of the world and the pressure on my team to deliver flawless service was immense. As such, we brought in external reinforcements – from seasonal hires to task forces – thinking that having more staff available would help us provide the best possible guest stay experience.
Unfortunately, this strategy often had the opposite effect, creating confusion and chaos that negatively impacted our guests’ experiences. The problem wasn’t the people; it was the absence of clear, defined standards that every member of the team could rely…
