In luxury hospitality, it is easy to become obsessed with the tangible. We spend millions on Italian marble in the lobby, Egyptian cotton sheets in the suites, and crystal glassware in the dining room. We assume that if the physical product is flawless, the guest experience will be too.
This is the most expensive mistake a hotelier can make.
Guests do not return for the marble. They return for the way they felt. And that feeling is dictated almost entirely by your staff. The environment your team works in directly determines the environment your guests stay in.
This is your Company Culture. It is the invisible architecture that holds the entire operation together, and it is far more important than the bricks and mortar.
Culture is Not a Poster on the Wall
Many organizations mistake “values” for “culture.” They engrave noble words like “Integrity” and “Respect” on a plaque in the employee hallway, but the reality on the ground is gossip, fear, and siloed departments.
A toxic culture in the back-of-house always seeps through to the front-of-house. You cannot have an unhappy team deliver a happy experience. The guest will sense the tension in a forced smile or a clipped response.
True luxury hospitality requires a culture where excellence is the default setting, where staff feel psychologically safe enough to take initiative, and where everyone is aligned on the mission.
Engineering the Environment for Success
A world-class company culture does not happen by accident. It must be deliberately designed, fiercely protected, and constantly nurtured by leadership.
In Mastering Hospitality, Dr. Iwan Dietschi dissects the anatomy of high-performing hospitality cultures. Drawing from his experience in legendary organizations known for their unbreakable cultural standards, he provides the blueprint for assessing your current environment and the tools to reshape it.
Understanding and influencing your company’s culture is one of the essential Eight Principles for excellence. Without it, your strategy is just words on paper.
Stop Managing, Start Cultivating
Learn how to build an environment where exceptional service becomes automatic. Don’t just manage the operation; cultivate the culture.
👉 Discover the blueprint for building a world-class hospitality environment. Order your copy of Mastering Hospitality here: https://amzn.to/4rUKruw
Building culture is hard work. When you need a break from the serious side of the business, join us for a seat at our [Sunday Lunch] blog section.