I won’t spoil this article’s funny story about how The Broadmoor hotel protected Bob Hope and his wife. The article is really about all the things this independent resort (over a century old) does to earn five stars from the Forbes Travel Guide. (“No other hotel or resort has been so good for so long.”)
This is a record-setting hotel for hospitality. All the things they do right, day in and day out, get mentioned–and so does the standout moment with a celebrity.
Two conclusions:
- A hero moment is great. But nobody ever puts you on a pedestal–at least not long-term–unless you can back up that moment with consistent performance.
- Consistent performance is great. But you better be ready for the command performance … the story that gets repeated to friends and neighbors or even–deep breath–the media.
I have stayed for years at the DoubleTree in Cincinnati’s Blue Ash suburb. It is a phenomenally well-run hotel. I once watched a server in the restaurant heading home, saying goodbye to colleagues. Suddenly, she stopped and walked back about five paces. She bent down and picked up a fork that had fallen to the floor and took it to the kitchen.
In that moment, I thought, “Everybody on staff at this hotel greets me with a smile when they pass me. They are constantly making sure everything is going smoothly for guests–even noticing forks on the floor!”
I didn’t call the media to report the event. But I certainly told colleagues. And I definitely decided this was the hotel for me whenever I visit Cincinnati.
I learned that this DoubleTree was part of a group (recently merged) that took its values incredibly seriously. Staff carried a pledge card that discussed how they would act with guests. You might even say it’s the list of things that could lead to a story.
Have you defined your values?
Do you know stories of what those values look like in the wild?