Hotel SOP Design: Balancing Detail and Frontline Judgment
By Lisa Zoretich |
Creating procedures that guide action without killing ownership Standard Operating Procedures divide opinion across the industry.Some teams view SOPs as ...
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The Brand Is Not the Brochure; It Is the Shift at 7:15 a.m.
By Lisa Zoretich |
The Frontline Truth Behind Every Brand Story A guest never meets your brand deck. They meet a receptionist, a housekeeper, ...
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Developing Standard Operational Procedures
By Lisa Zoretich |
When one talks about Standard Operating Procedures (SOPs), hotel teams usually start yawning. After all, SOPs are not exactly riveting ...
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