Anyone who arrives onsite. Sounds to simple? Allow me to explain: Internal guest can be defined as an employee. It is important we as owners, leaders and service providers show care and service excellence amongst our team members, vendors and stakeholders. Even if they aren’t paying with money, they are offering value and contribute to the business success. External guest is the person who is a paying customer or unemployed visitor. Some businesses make the mistake of only focusing on the “guest experience” for those who spend money. What I’ve found with two decades dedicated to luxury service operations is you may not know who that person is who you can positively impact. While there are some grey areas and room to dispute this theory, more often then not, when you treat others well, they are more likely to return, more likely to recommend and more likely to spend more in the future. At a top 1% luxury hotel, I witnessed service standards drop when the service professional thought “oh it’s just a local… not a guest.” Turned out that local was coming to plan an event, future revenue, far greater than just coming for a coffee and bathroom break. Service with a Smile applies to anyone who crosses your path. May you leave them better than when they first approached you. Do you have any stories you can share where you have experienced this?

Do you use Artificial Intelligence? Which AI apps or AI tools are your go to to use? What processes do you find AI tools most useful for?

What scenario would you like to see commented on? Do you have any realistic examples to share as a new post under the SWAS Hospitality Hack? Please create a new post titled WWYD realistic role play scenarios Tagged Hospitality Hacks So others can practice problem solving, share thoughts in the post comments as a community with different perspectives and expand your creative solution focused muscle for the scenarios shared: What Would You Do?

Have you ever heard of the Pareto Principle? Also known as the 80/20 rule. It focused on your highest best use suggesting to prioritize 20% that gets you the 80% results. A few weeks ago, I stayed at a beautifully built boutique resort that was structured with limited service. This property originated as a self service air bnb and evolved into a boutique resort with limited service. With my luxury full service back ground it through me for a spin when I was experiencing service in opposite proposition than I’m used to, with ratios at 20% service and facilities focused at 80%. Was so connected to nature and able to come up with quality observations and creative solutions to share feedback as part of a SWAS audit. When I say limited, I mean, service was limited to a property manager, a housekeeper and a landscaper. The facilities were remarkably built and maintained in excellent condition. Interesting this style has allowed the owners to hit break event point within one year of operating as a boutique. Do you think this is the future of hospitality? No more need for key cards or reception desk? Majority is done electronically. Makes for a nice event space rental or serene eco retreat… What’s your take on this?

Location: Airport MAC store Sad to share, this retail store missed out on the opportunity to have a raving fan and added revenue by failing the SWAS audit, each of all basic touch points of service were missed in this interaction. Luxury hotels, call this a “moment of truth.” There were 3 employees working in the small store. Only one lady being beautified in the make up chair by one employee, another employee chatting with them. The third aimlessly wandering the store. No eye contact. No smile. No welcoming greeting. I assertively approached the two mid-makeover and asked if it were possible to be next in line for make over. The lady standing next to the make up chair looked up like I was bothering her and said well you have to purchase at least $120 of products and rolled her eyes. I browsed the aisles unknown to them I could use a restock on some of my make up supplies and am a MAC repeat customer. No price tags on any products, no genuine care or attempt to be of service, sadly no smiles. On a positive note, the slightest adjustments could enhance the guest experience and naturally drive a boost to their bottom line. Questions for the room: When you receive a less than excellent service experience how do you respond? Always be kind…Give them another chance or stick to your values of excellence and choose to find loyalty with another brand? Is it the environment? (Ex/ Airport retail versus Luxury Shopping Center) Is it the people in the position not caring or possibly not trained on service? Is it another variable not suggested above? What do you think?