By Charles Tan
In this industry, a team will fall apart if everyone focuses only on their own tasks without looking at the big picture.
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Create a Shared Vision: Every department—Front Office, F&B, Housekeeping, and Kitchen—must understand that the ultimate goal is “Guest Satisfaction,” not just finishing their daily checklist.
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Linked KPIs: Success should be interconnected. For example, when Housekeeping scores high on cleanliness, the Front Office team’s job becomes easier and they receive fewer complaints. When the guest is happy, the credit and rewards should be shared by the entire team.
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