Beyond The Lobby – Edition 2

^{BIG IDEA FOR THE WEEK}
The Cost of Complexity

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Complexity feels productive. It looks like you’re doing more, building more, solving more. But in reality, complexity is a slow poison. It makes things harder to manage, harder to explain, and ultimately, harder to execute.

In hospitality, complexity shows up everywhere – bloated SOPs, too many guest touchpoints, endless approval chains. Each one feels necessary in isolation, but together they bog down your team and confuse your guests.

Complexity doesn’t improve results. Simplicity does.

Simple processes empower your staff to move quickly and decisively. Simple experiences make guests feel comfortable and cared for.

A great hotel isn’t the one with the most services. It’s the one that delivers a seamless stay.

How to simplify:

• Look at one area of your operation today – room service, check-in, housekeeping. What’s one step you can remove without compromising quality?

• Trust your team to make judgment calls instead of piling on approvals.

• When in doubt, ask: “Does this make the guest’s experience easier or harder?”

Complexity is tempting. But simplicity is powerful.

^{OPERATIONAL INSIGHT}
The Wake-Up Call Problem

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A guest complained about being woken up twice by housekeeping despite having a late checkout. Frustrated, they left with a sour taste. The manager apologized and comped a breakfast, but that wasn’t the real fix.

The next week, it happened again. This time, the manager got curious: why was housekeeping knocking when they shouldn’t? Turns out, no one told them about the late checkout. Housekeeping was just following their usual routine.

Here’s where it got smart:

1. They fixed the communication gap. Late checkouts were flagged on the housekeeping roster – no more guessing.

2. They made it foolproof. Late checkouts were confirmed at the front desk, flagged in the system, and reviewed during the morning huddle. No extra work, just clarity.

The lesson? Most problems aren’t about bad staff – they’re about broken systems. Guests don’t see the silos between departments. They only see the knock on their door at 8 a.m.

Fix the system, not the symptom. Clear communication, simple processes, and a little curiosity go a long way.

^{CRISIS PLAYBOOK}
When The Elevator Breaks Down

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It happens. An elevator is out of service, guests are frustrated, staff is scrambling, and tensions rise fast. Here’s how to handle it:

1. Tell Them Immediately. Don’t wait for complaints. Post signs, notify guests at check-in, and let them know the timeline for repairs. A little honesty upfront saves a lot of anger later.

2. Redirect the Flow. If you have multiple elevators, assign one for guests and one for staff to minimize wait times. If it’s your only elevator, offer extra help for luggage and mobility needs.

3. Offer a Small Gesture. A free drink at the bar or a small discount for affected guests won’t fix the elevator, but it will ease the frustration.

4. Fix It Fast – and Communicate Progress. Work closely with your repair team, and keep guests updated. Even a simple, “We’re on it, and it’ll be fixed by noon,” goes a long way.

Crises don’t destroy trust – silence does. When something breaks, own the problem, keep guests in the loop, and make it clear you’re doing everything to get things back on track.

^{WHAT I FOUND INTERESTING}
The Ritz-Carlton's 10-5 Rule

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Legend has it that the Ritz-Carlton built its legendary guest service on a simple principle called the "10-5 Rule." Employees are trained to make eye contact and smile if a guest is within 10 feet and offer a warm verbal greeting if they’re within 5 feet.

But why does it matter?

It’s not just a rule; it’s a mindset. It ensures every guest feels seen and valued, no matter how busy the hotel is. This simple framework transformed how hospitality brands approached guest interaction, proving that genuine human connection is often the best service you can offer.

^{SHOWER THOUGHT}
💡 Every single thing you do today is something that your 90-year-old self will wish they could go back and do. The good old days are happening right now.

^{SPONSORED BY HAVEN}
Running a hotel is hard. Haven makes it easier.

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Catch service delays before complaints surface.
Upsell without being pushy.
Fix issues before checkout.

Curious? Learn more here.