Free, and worth keeping.
Operating standards, and other resources for anyone building a career in hospitality. Free.
The Standards Library.
Six standards from the DolceVita masterclasses, one for each moment a hotel earns or loses revenue.
The Guest Request Standard
Five steps that turn any guest request — reasonable, awkward or impossible — into a moment the guest remembers. Print it. Put it where your team can see it.
The Upsell Standard
Five steps for offering more without ever selling. Written for servers who are excellent with guests and uncomfortable with money — which is most of the good ones.
The Bar Opening Standard
Five checks before the first guest arrives. Your drinks can be excellent and the guest will already have formed an opinion before tasting one.
The Wine Recommendation Standard
Five steps for selling wine to people who are afraid of wine lists — which is most people, including the ones who order confidently.
The Calibration Standard
Five steps for reading a guest before they have said anything. Warmth is not a volume setting you turn all the way up — it is a frequency you tune.
The Recovery Standard
Five steps for the complaint that reaches you in person — which is the good one. For every guest who tells you, several didn’t, and they are the ones writing the review.
For anyone building a career in hospitality.
Starting with the interview that gets you in the room.
The Five-Star Interview
The questions luxury hotels ask most often in interviews — and what they really want to find out about you.
Check back soon — new free resources are on their way.