Even if your guests were promptly escorted to their tables, meticulously served and everything within sight was spotless—among every other detail of your service script—the guest may still feel “the service was too stuffy” or “we felt ignored” or a dozen other complaints. What they’re most likely referring to is how they were made to feel rather than the mechanics of the experience. It was that guest’s desire forhospitality that wasn’t met. Ironically, every hospitality issue is within your staff or managers’ power to address if they know what to do and feel empowered to take action. Our mystery shopping programs and talent management services are tailored to help management monitor and track their staff’s performance and build their capabilities to consistently deliver more.