Train Your Staff to Know the Difference Between Hospitality and Service As a restaurant owner, when building training and systems for hospitality, remember one crucial point Your staff must clearly understand the difference between hospitality and service Because you’d be surprised how often those lines get blurred Service is black and white It’s transactional It’s steps, tasks, timing, accuracy Hospitality is color It’s emotional It’s connection, presence, warmth, and care Service is what you d

A couple bought their first flat 8 years ago. Their service charge was £1,400 for six months. Today it’s almost £8,000 a year. Half of it is energy costs from a communal heating system that’s basically failed. The other half is nearly £4,000 for “general maintenance” with no real breakdown. They can’t sell. They’ve slashed the price to below what they paid and buyers walk away the second they see the fees. FirstPort have even admitted they overspent by £80,000 on “general maintenance” this year

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