Operational Design (How It Works)

Think of it as a long tracking shot in a film: dramatic, seamless, continuous, narrative point of view, its calculation invisible to the viewer.

From the critical, transforming moment the guest walks through the door. The lighting and tabletop. Ensuring the bar can produce the right amount of daiquiris, flat white coffees and ice cold beers. How does a 120 cover restaurant deliver breakfast for a 250 bedroom hotel? How the martini trolley delivers a fabled martini again and again, with the seamlessness of exquisite service.

Hospitality should be a carefully considered experience that the guest experiences only the pleasure of. From the warm welcome to the finale of paying the bill and receiving a fond goodbye, it should work like magic.