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Professional practice

Hospitality & service leaders

Welcome, detail, recovery, team coordination, thin margins, customer limits, and invisible service craft.

12 questions, 177 quoted from what public figures said elsewhere, each with its source. Every question is asked in FLAPSS wording — nobody answers as anybody else.

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Worth reading

What part of your job would surprise outsiders because it takes up so much of your time?

Shinya Yamanaka

Stem cell biologist; Nobel laureate in Physiology or Medicine, 2012

Recorded · Nobel Prize Outreach · 2012

Running CiRA with some 250 staff, I have come to spend less time discussing their data with my colleagues and students, and have been absorbed by my duties as the "chief executive officer"…
Twyla Tharp

Choreographer, dancer and author

Recorded · Academy of Achievement (achievement.org) · 1993

We thought that there were certain possibilities, in terms of physical movement, in terms of community, and in terms of what dance could address in our society.
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Every question in this questionnaire

  1. What small act makes a guest feel genuinely welcomed rather than processed? —
  2. Which detail appears minor to a guest but determines whether the experience works? —
  3. What are you best at that nobody watching would notice? 26
  4. How do you recover after the service has clearly gone wrong? —
  5. What allows a team to coordinate well during the busiest and least forgiving hour? —
  6. Who makes your work possible behind the scenes? 2
  7. How has a setback or failure set you up for later success? 69
  8. What part of your job would surprise outsiders because it takes up so much of your time? 41
  9. Where can a hospitality business save money safely, and where does economising destroy the experience? —
  10. What makes you want to keep learning? 9
  11. What are you unwilling to optimise? 30
  12. When is the customer not right, and how should a good operator respond? —

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