This as-told-to essay is based on a conversation with Stephanie Leger, a 38-year-old training and service evaluator and the founder of First Rate Hospitality in Miami. It has been edited for length and clarity.
There are benefits, and I've traveled to resorts in Asia, the Bahamas, the Dominican Republic, Cape Cod, many parts of Florida and California, and other states. Here's how it works.With the client's executive team, I create a scenario that employees deal with regularly to see how they react. One time, I felt like a celebrity because I had to do a dinner evaluation and the staff kept looking at me and making comments. The server even offered me extra food specials. I felt famous from all the attention but then realized they just knew who I was.Once, I checked in to a hotel and the room was occupied.There was no going with the flow in that scenario. I could hear someone inside, but it could've been an employee or another guest. I knocked, and a guest opened the door.
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