The hotel where staff give marks out of ten on their guests

Abstract

Hotel guests are used to awarding marks out of ten for the service they receive but, at the USA’s first restaurant and hotel to receive double‐five‐star (Mobil) and double‐five‐diamond (AAA) ratings, the staff award marks out of ten on their guests. Every night, waiters at The Inn at Little Washington give each of their clients a mood rating as they enter the restaurant. If the mood indicator is below seven, it must be brought up to at least nine before the final dessert plates are sided into the kitchen. If it is below six, the rating is put up on a blackboard in the kitchen. Everyone who walks by that table lavishes warm vibrations, energy and smiles, in an effort to turn the mood around.

Citation

(2002), "The hotel where staff give marks out of ten on their guests", Human Resource Management International Digest, Vol. 10 No. 7, pp. 21-22. https://doi.org/10.1108/09670730210792386