By Charles Tan
SOPs shouldn’t be just dusty manuals in a folder; they should be the “rhythm” of the entire team.
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Consistency is Key: Standardize every procedure so that regardless of who is on shift, the quality of service remains identical for every guest.
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Empowerment: Give front-line staff the authority to make sensible decisions. Empowering them to resolve guest issues on the spot—without waiting for multiple levels of approval—not only speeds up service but also builds a sense of professional pride.
