What Legendary Service Means to Me

I founded Hotel Equities in 1989, I did so with 2 main targeted objectives;

 

1 - To build a company that was different and,

2 - To build a company that made a difference in people’s lives.

 

Recognizing that no company can be all things to all people, we set out directing our focus on our 3 key stakeholders; our guests, our team members, and our owners. We then created a visual of a three-legged stool which represents the fact that no one stakeholder is more important than the others and that without successfully exceeding the expectations of each stakeholder, we would fail at achieving one of our goals of providing "excellence in hospitality."

 

With those important pieces in place, we set out defining the strategies and objectives of each stakeholder which would allow us to exceed their expectations and clearly define what success would look like. 

 

I define legendary service as the ability to create memorable guest experiences which are so extraordinary that they would cause our guests to tell others about them. I call these experiences “unique factors” that are not typically found in par level hospitality environments. 

 

Although these team efforts go far beyond the basics of great hospitality experiences, they always include the following level of excellence standards; 1- crisp and clean guest rooms and common area environments, 2- friendly, well-trained team members, 3- well maintained guest rooms and public areas, 4- great curb and arrival appeal, 5- welcome surprises upon arrival, at arrival to guest rooms and F&B outlets, 6- a thriving, expressive, healthy culture featuring engaging team members.

 

When all these factors come together, magic happens, all stakeholders win and we make a difference in people’s lives. 

 

Hospitably,

Coach