Carver Companies Blog

(Lost) Details of Service

Mar 2, 2020
Heather Watson

Senior Executive Recruiter


Most of us have been taught that great service is all about the details – how a table is set, how the room is made, how a greeting is given. Please know that when I refer to guests, I am absolutely including our internal guests. Our night auditors, housekeepers, and engineers are just as important as our regulars who stay with us on business trips or weekends away. We depend on our colleagues in front and in back of our house.

In my experience, the details can get lost during times of economic success. We seem to forget that we have to be just as loyal to our guests as they are to us. We are doing well in hospitality and I pray our success continues. Now is a perfect time to stop and assess our levels of service; lest we forget how it was in ’08.  

We have many conversations about GSS Scores, AOS Scores, Salt, and TripAdvisor rankings. While it’s important to know our scores and continuously work on improving them, the scores are just a snapshot of service. I have many conversations about passion, and authenticity, and graciousness. These are words that support the foundation of hospitality. These words are missing from a lot of candidates’ and clients’ verbiage. I hear this sentence most often: “I just want to be with a company that genuinely values hospitality and service. All I do is generate reports and I miss interacting with the guests.”  

Before you jump ship and have me redo your resume and look for a new role, (which I am happy to do), consider refocusing on the details that you can control. Focus on the small things like better eye contact, really listening to someone, and taking the moment to work with a guest and not rush them. Totally easier said than done, but one must at least try. Authenticity and graciousness can’t be rushed. These are the details of service that we can control. These are the details that are missing because we (including myself) are looking down at our phones instead of up.  

Again, “I want to work for a company that values hospitality.” Make that start with you. “I value hospitality.  My team works with me and I value them.  I lead them to a place of authenticity and graciousness. I instill passion in the team.  WE value hospitality.” Bit by bit, the culture changes and the once lost details of genuine service come back.