SMOOTH’s Secret to Hospitality Excellence

Who is Smooth? (Read on to find out!)

My family and I recently stayed at the luxurious Curtain Bluff resort on the beautiful island of Antigua, West Indies. It was our second trip there in as many years, and it was just as memorable.

Yes, the beach is pristine.🏖 Yes, the food is delectable. Yes, the rooms and the spa are exquisite. But it’s the people who make Curtain Bluff stand out. Wherever we went on property, we were met with warm, genuine Antiguan smiles. 

This article, however, is about Smooth. He is the resort’s horticulture expert and leads garden tours for guests. 

One day at lunch, I noticed a guest walking by with a coconut and a straw in it. I asked where he got it from, and he mentioned the beach. I didn’t intend to go down to the beach for coconut water. Nor did I ask anyone for coconut water.🥥

Fast forward 10 minutes later: My family and I are sitting and having lunch…then in comes Smooth (skanking to the steelpan reggae music in the background).🎶

He was dancing and smiling on his way to our table…with a coconut in his hand! Another team member must have overheard the conversation. Smooth could have easily given us the coconuts with a straw inserted. Instead, he cut the bottom to make it stand up straight. 

Smooth also carefully removed the top so that a thin layer of coconut jelly covered the opening. He explained that when we were ready, all we had to do was insert the straw (to break the coconut jelly seal) and enjoy the coconut water inside.💦

Oh, but it gets better! After we finished drinking, he came back around and offered to crack open the coconut and remove the jelly from the inside for us to eat!

Look, I grew up in the Caribbean and have enjoyed MANY coconuts in my lifetime.🌴 But I’ve never experienced coconuts served with such excellence. The caliber of hospitality was inspiring. Even more important was how much joy Smooth has in his role. 

He was doing exactly what he was born to do, and loves every second of it. 

💡That’s a lesson for leaders and organizations everywhere. 

Cultivate a work environment that attracts, retains and develops great people. 

Imagine a work environment where everyone loves what they do. As leaders, we must invest the time to learn, understand and appreciate the uniqueness of each person. Then, collaboratively ensure that the person’s role and unique talents are aligned. THAT is the intersection that keeps superstars like Smooth, smmmooooooooth.☀️

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