Unreasonable Hospitality
No one ever changed the game did so by being reasonable.
You need to be unreasonable to see a world that doesn't yet exist
Chapter 1: Welcome to the Hospitality Economy
5:45
"We'd been acting as curators"
"Cult" is short for "Culture"
00:53
"Cult" is what companies that havn't invested enough in their cultures tend to call those that have.
Sometimes Control Stifles Creativity
Authority VS information at different levels, the people at the top have all of the authority and none of the information
The rule of 95/5
Manage 95% of your business down to the last penny. then spend the past 5% on making the experience amazing
Chapter 8
Breaking the rules and building a team
"Because that's the way it's always been done"
Sometimes, knowing less can be a super power
Make it manditory
Everybody everybody new comes on board has something to improve the system
A lot of good comes from empowering the junior staff
Listen to every idea
How can you make your 1:1's more of a back and forth?
Great Leaders Create Leaders
There's no such thing as a well-intentioned bad idea, only bad implementation