The Process

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What does success look like to you? For most hoteliers, it is a profitable portfolio of properties that can provide financially for their families. For football players, it is usually defined as winning a championship, or an award, or playing in the National Football League. But The Process teaches players to focus on the next play, excelling at the first thing, then the second, then the next.
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By achieving excellence with each and every play, and playing to a high standard every single snap, success and the score will take care of itself. This same concept applies in hospitality. Learning how to do something, and then doing it over and over again and again until you can’t do it wrong makes it a habit. Committing to and adhering to The Process ensures long-term success.
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Each and every hotel General Manager is a Head Coach. The job of a GM is to make sure that all team members are trained in the fundamentals of their jobs. Those team members must be clear on their roles and responsibilities so that they can act instinctively in every situation. Embracing adversity means that team members can respond calmly in difficult situations, ones where guest satisfaction is at a critical juncture.
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Process Hospitality provides and adapts the tools to help make this happen. From a Game Plan that includes clear lists of roles and responsibilities to checklists for every shift and role to a PlayBook, a resource for team members to reference and train from, Process Hospitality makes sure that attention to detail is everyone’s priority.
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