I recently mentioned “pesky little details” in another entry, (See “If Your Bed Isn’t Made…”). However, on a recent visit to a luxury resort on Pensacola Beach in Florida, I was confronted with evidence of something else pesky, and it had left some details of its own. Condominiums at this resort are valued at $700,000, and with the beautiful views, excellent service and luxurious accommodations, it’s easy to see why… at least it was until I settled in for a long, relaxing bath. As I admired the luxe ambiance, I was startled and disgusted to find mouse droppings in a vase on the tub mantle. Yes, I said mouse droppings!!! And they were covered with a layer of dust, which means they’d been there for a while and no member of the cleaning staff had been thorough enough to notice and get rid of them. Imagine realizing the last tenant to inhabit your room may have been an uninvited guest!!!

 When running a business - especially one that promotes luxury - plush beds, spectacular views, and smiling service are often a given. Yet, in an effort to provide those things, managers and staff should not overlook the common aspects- such as dusting, proper extermination and detailed cleaning. Remember, in the service industry, your frontline team doesn’t simply consist of the sales staff and concierge. You can’t put a mint on the pillow in the bedroom and neglect the pellets around the bathtub… or the next time, it may not be the paying guest who eats that mint.