One of the biggest stumbling blocks to providing memorable hospitality is the lack of focus. And, most of the time, it's the employer's fault...not the employee's.

Focusing on the guest and the situation at hand is paramount to providing a great experience. Anything that gets in the way is a distraction and interferes with the employee's ability to genuinely engage with the customer. Whether it's a lack of time (short staffed...too many people for too few staff) or something more tangible (physical barriers, i.e., front desk or a bell stand, slow computers, etc.), it's the employer's job to recognize and mitigate what gets in the way of making people feel recognized and special.

Take some time (today) to experience what your customer sees, hears and feels. Then, start chipping away at the things and processes that get in the way.