Getting to wow ( how to wow your guest)

2. There are three keys to getting to wow

3. Get it right:
It is about getting the technical and the basic elements correct.
For example: how to make a cappuccino, how to make a bed
and checking someone in and out.
The guest has a right to expect us to ‘get it right' - it is the
fundamental reason they are here.

4. Get me right
This is about getting it right for each guest personally. For
example, understanding that I don't take milk with my coffee,
and ensuring that people are aware of that so I don't keep
getting asked if I want milk.
It's an intuitive element, but then it is important to
communicate it and put it into the system so that the next time
the guest comes we are able to repeat it.

5. Wow me if you can:
The last part is what makes us unique, and it is going to make us
even better.
A real life example is:
An employee at a hotel where a bride was staying, and she
wanted to print out her speech for her wedding.
The software she used wasn't available, but the employee took
it upon himself to leave the hotel, go to a local merchant and
get the software, print the speech, then take it to the church
and deliver the speech before the wedding - without the bride
realizing he was doing it.
It's about taking extra steps for the guests and recognizing when
there is an opportunity to take things further