At 11:30 at night, Seth Rolfe ran through a hospital entrance shouting that his wife was having their baby in the car. There was no plan. No script. Only urgency - and a team of people who responded as if they had been built for exactly that moment. Because they had.
That is the heart of Every Guest, Every Time: performance is not what your team does on its best day. It is what they do on every day - when no one is watching, when it costs something, when the pressure is on and the only thing holding the line is the standard you've built into the culture.
Most organizations train for the easy day. The best ones build people who rise to the hard one. Drawing on nearly three decades leading teams in luxury hospitality - the most demanding service environment there is - Seth translates what world-class operators know into a framework any leader can apply: how language shapes culture, how to turn a complaint into loyalty, why follow-up is a competitive advantage, and how to build a standard that outlasts your presence in the building.
This is a book for the leader who chased the title and discovered the title was only the beginning. For the manager learning that the job is no longer the work - it's the people. For the executive who wants excellence that is structural rather than personal, repeatable rather than dependent on any one person showing up.
Because the real test of leadership isn't the standard you set when you're in the room. It's the one your team holds when you're not.
The standard is not what you do on your best day. It is what you do on every day.
