Decisions to make
What must be clear
- 01Critical guest moments
- 02Timing promises
- 03Decision authority
- 04Recovery standards
Work the problem
Practical next actions
- Map arrival through departure
- Choose five non-negotiable moments
- Practice common failures
- Coach from observable behavior
Avoid
Common failure patterns
- Long manuals no one uses
- Scripts that sound unnatural
- Standards without staffing support
- Recovery requiring manager approval for every issue