Our fourth Episode discusses a unique topic of how much control a Guest really has when staying at a luxury hotel or eating at a fine dining restaurant. Service providers work extremely hard to curate the perfect experience so should a Guest have the ability to highjack the service/experience and alter things to their favor?
The answer can certainly sway back and forth, and many times ends with "it all depends on the situation" but many of us in the industry typically agree with two things; (1) we rarely if ever want to say No to a Guest and (2) we want the Guest to openly receive the service we work so hard to create for them on a daily basis.
Length: 13 minutes
