Hospitality = MIND + HEART Coordination

Guests love the show, We love the preparation!

Creating Experiences requires a great MIND & HEART Coordination and that’s far from being a quick fix.

But hey, we’ve got to start somewhere!

Let's play a game of Symptoms - Problem - Fix

Service depends on who’s working today?

🔴 Symptoms:

• Some employees create magic, others just… exist.

• Customers get a different experience depending on who’s on shift.

• Some reviews are glowing, others say, “meh.”

⚠️ Problem:

No clear service standards. No follow-up after training. No real ownership.

🔧 Fix:

• Train specific, repeatable service behaviors.

• Reinforce daily with quick refreshers.

• Mystery-shop your own business before customers do.

New joiners left to sink or swim?

🔴 Symptoms:

• New people hesitate through their first weeks.

• They follow whoever seems to know what they’re doing.

• Some quit fast. Others stay… but with bad habits.

⚠️ Problem:

Onboarding is just paperwork and a tour. No structured “this is how we do things” & “we expect this from you” plan.

🔧 Fix:

• Show, don’t just tell—structured shadowing, not just “watch and learn.”

• Give them a clear roadmap for their first 30 days.

• Assign a real mentor, not just “ask whoever is free.”

• Clarify expectations! Both ways!

Employees just go through the motions?

🔴 Symptoms:

• “That’s not my job” mentality.

• Customers get service, but not great service.

• No one steps up to solve problems, they just pass them along.

⚠️ Problem:

People don’t feel responsible for the customer experience, they just do their tasks.

🔧 Fix:

• Teach employees to “own” moments, not just complete checklists.

• Use real-life roleplays to build confidence.

• Recognize initiative, not just efficiency.

• CELEBRATE desired behaviors and results! DAILY!

Customers & guests leave without feeling special?

🔴 Symptoms:

• Service is fine, but forgettable.

• Personalization? Only if the guest asks.

• Good reviews, but nothing that makes people rave about you.

⚠️ Problem:

No system for personal touches. No habit of going the extra mile.

🔧 Fix:

• Map out key moments where a little extra effort makes a big impact.

• Train employees to pick up on guest cues (and act on them).

• Make personalization a standard, not a surprise.

• Make Guest Profile (preferences, interests, allergies, incidents) the new secret tool!

Working as a group, not a team?

🔴 Symptoms:

• People work next to each other, not with each other.

• Internal friction spills over into customer interactions.

• Everyone follows their own version of “good service.”

⚠️ Problem:

No shared service mindset. No culture of supporting each other.

🔧 Fix:

• Set clear, simple, measurable service standards for everyone, front and back of house.

• Train internal service first, how you treat each other = how you treat guests.

• Make collaboration easier than working alone.

I help businesses that love their customers deliver a 5-star experience by prioritizing the employees and turning them into service superheroes - cape not included!

😊 Let’s talk!