Running the shift
Preshift meeting topics for hotels: 30 daily lineup topics
Thirty preshift lineup topics for hotel teams, each one a two minute conversation drawn from how the world's best general managers run a shift, with a one page lineup card in Word and PDF.
Preshift meeting topics for restaurants: 30 topics for service
Thirty preshift meeting topics for restaurant teams, drawn from how Michelin-starred chefs and the best dining rooms prepare for service, with a one page preshift card in Word and PDF.
Manager floor walk card: a free template for hotels and restaurants
A pocket card for hotel and restaurant managers that records every fault noticed on a shift, whether it was fixed, delegated or passed, and who was watching. Drawn from Chapter 3 of The Luxury of Attention. Word and PDF.
Knowing the guest
Guest handover sheet: a guest recognition template for hotels
A one page guest handover sheet for hotels and restaurants: the guest, what was noticed, and the moment of service the note makes possible. Drawn from Chapter 9 of The Luxury of Attention. Word and PDF.
Noticing log: a guest recognition template for hospitality teams
A one page noticing log for hospitality teams: each shift, one specific thing a team member noticed about a guest and what was done with it. Drawn from Chapter 8 of The Luxury of Attention. Word and PDF.
Guest experience inventory template for hotels and restaurants
A one page experience inventory for hotels and restaurants: a tally of what guests remembered this week, given against arranged, and one complimentary experience to offer three times. Drawn from Chapter 14 of The Luxury of Attention. Word and PDF.
When things go wrong
Service recovery plan template and log for hotels and restaurants
A service recovery plan and one page recovery log for hotels and restaurants: the recovery sequence the world's best operators follow, and a log of every failure this week with who fixed it, how fast, and the cause. Drawn from Chapter 10 of The Luxury of Attention. Word and PDF.
Guest complaint log template for hotels and restaurants
A one page guest complaint log for hotels and restaurants: date, guest, the complaint, how it arrived, who handled it, the outcome and the follow up. Built so that patterns show within a month. Drawn from Chapter 10 of The Luxury of Attention. Word and PDF.
Building the team
Hospitality interview questions: a guide to hiring on character
An interview guide for hospitality hiring built on how the leaders in The Luxury of Attention hire: twelve questions that test for character and fit before skill, with a scoring sheet. Word and PDF.
Hotel onboarding review: a first week induction template
A one page induction review for hotels and restaurants: four questions for three recent hires, set against what the operation believes its onboarding delivers, with the gaps and one fix. Drawn from Chapter 4 of The Luxury of Attention. Word and PDF.
Correction log: a coaching template for hospitality managers
A one page correction log for hotel and restaurant managers: one correction a shift, given in private with the standard shown, and a record of whether the corrected work came back. Drawn from Chapter 2 of The Luxury of Attention. Word and PDF.
Authority statement template for empowering hotel and restaurant staff
A one page authority statement and decision log for hospitality managers: the decision transferred, its boundary, what happens if a call goes wrong, and a log of the decisions made without you. Drawn from Chapter 5 of The Luxury of Attention. Word and PDF.
Employee recognition ideas from the world's best hotels
Twenty team recognition ideas for hotels and restaurants, drawn from how the general managers and chefs in The Luxury of Attention and A Wealth of Insight recognize their people, with a one page recognition planner in Word and PDF.
One page handover plan template for hospitality leaders
A one page handover plan for hospitality leaders: the one thing that slips when you are away, how you do it in plain words, who learns it, and a record of the shift they held it without you. Drawn from Chapter 13 of The Luxury of Attention. Word and PDF.
Standards and identity
Identity test: a brand standards template for hotels and restaurants
A one page identity test for hotels and restaurants: a half page statement of what the operation is and is not, and a log of every request to change something this week, scored as sharpening or eroding. Drawn from Chapter 11 of The Luxury of Attention. Word and PDF.
Guest technology inventory: an adopt, resist or delay template for hotels
A one page guest technology inventory for hotels and restaurants: every tool a guest meets, what it replaces, and a mark of adopt, resist or delay with the evidence. Drawn from Chapter 12 of The Luxury of Attention. Word and PDF.