| Championship winning coaches have a habit of | | | | television station preference, turned the channel to the |
| demanding excellence from everyone on their team. | | | | desired station, and placed the remote control right |
| They never tolerate mediocrity from anyone. Incredibly | | | | next to me. After uncovering my food and describing |
| high standards are discussed everyday (yes, | | | | each dish, she asked if there was anything further she |
| everyday). This article, however, is not about sports. | | | | could do to assist. I had forgotten my lint roller at home, |
| Nor is it about AAA ratings, Mobil ratings, or Michelin | | | | so I asked if the hotel might have one for me. She said |
| Guide ratings. It is about what separates very good | | | | that she'd be happy to take care of it, and I would |
| from exceptional. I've had the privilege to work with | | | | have an update within a half-hour. Less than 15 |
| 5-star hotels, restaurants, and spas. I have also | | | | minutes later, someone was knocking at my door. It |
| worked with 4-star establishments. The difference | | | | was a laundry attendant with a silver tray and 3 lint |
| between the two is like night and day. 4 star properties | | | | rollers for me to use. By the way, the attendant also |
| are reputable and very good. In most cases, the staff | | | | used my name and inquired about further assistance |
| knows what they are supposed to do, and they even | | | | also. |
| have an idea about what great service is. In a 5 star | | | | Keep in mind that these were the laundry attendant |
| establishment, excellence is demanded from everyone | | | | and the room service server. Those are not the |
| every day. Mistakes are always reviewed. Follow | | | | highest paid employees, but their actions created a |
| through is always done. The best employees are | | | | 5-star experience. The true test of a 5-star |
| always recognized. Everyone works like they have a | | | | establishment is not whether they can create a single |
| personal stake in the property. To put it bluntly, good is | | | | memorable experience. It's whether they can create |
| never good enough...employees in 5 star properties | | | | memorable experiences repeatedly everyday. From a |
| strive to be perfect all the time. The leadership in 5-star | | | | leadership perspective, one of the best ways to do |
| properties always challenge their teams and | | | | this is to continuously solicit and share examples of |
| themselves to get better. Being 5-stars is more about | | | | memorable experiences. Every week, solicit examples |
| a mindset than it is about adhering to certain standards. | | | | from your team, or you can read letters submitted by |
| So what are the best ways to implement this 5-star | | | | past guests. Just make sure that you focus on the |
| mindset? First, recognize that 5-stars is not about an | | | | level of service you want to see repeated. Focusing |
| award or designation. It's about a mentality...a way of | | | | on excellence will stimulate more excellence. Talking |
| working...discipline...and most of all, a healthy disdain for | | | | about excellence will stimulate more excellence. |
| anything mediocre. Whenever you find yourself thinking, | | | | Rewarding excellence will stimulate more excellence. |
| "Well that's ok" or "It's not that bad" or "It'll be perfect | | | | One general manager with 5-star hotel experience put |
| next time", then you're drifting away from the 5-star | | | | it perfectly... "It is the small, simple, special moments that |
| mentality. Let me be clear, you don't have to work in a | | | | we create through personal engagement with each |
| 5-star establishment to have a 5-star mentality. I've | | | | guest that they will recall when they return home. To |
| seen 3 and 4 star establishments with the 5-star | | | | accomplish this type of sustainability we carefully and |
| mindset. I've seen grocery stores and airlines with the | | | | methodically select our employees, and then |
| 5-star mindset as well. 5-stars is about excellence and | | | | continuously train. It's not about the tactical as much as |
| striving to be world-class in whatever you are doing...all | | | | it is about speaking the language of the guest". |
| the time. | | | | So as you begin 2009, become very clear about your |
| I recently stayed at the Wynn Las Vegas, and had a | | | | vision for service excellence. Share some examples |
| 5-star experience. One of the true testaments of a | | | | from various industries. Ask your team about the most |
| 5-star experience is how well the staff takes | | | | memorable service they ever received. Most |
| ownership and follows through. Shortly after checking | | | | importantly, challenge everyone on your team to take |
| in, I ordered room service. When the order came, the | | | | ownership and follow through on guest requests all the |
| server was refined, yet very personable. She asked | | | | time. |
| me where I would like the table to be set up, and I told | | | | 5-stars is not an award, it's a declaration to your team |
| her in front of the television. She then asked about my | | | | that good is not good enough; only excellence will do. |