Shooting for 120% - Why It Should Be Your Target.

Published 09.12.2024 - Michael A. Di Palma

For me, achieving excellence in hospitality begins with aiming for 120%, and that applies not just to our guests but, more importantly, to the people we work with. I believe this mindset creates a culture of continuous improvement that impacts every guest interaction in the most positive way.

When we aim for 120%, it sets a higher standard for ourselves and our teams. It pushes us to go beyond “good enough” and encourages innovation, ensuring that every guest experiences service that exceeds their expectations. This approach also builds resilience—planning for 120% means we’re prepared for the unforeseen. It reduces stress during busy periods and helps us maintain efficiency when the pressure is on.

I’ve seen how this mindset fosters growth, both in individuals and teams. By encouraging cross-training and personal development, we create a motivated, versatile workforce that thrives together. It also enhances pride in the work we do. Striving for excellence makes people feel connected to their purpose, which translates into consistently exceptional guest interactions.

Most importantly, I believe aiming for 120% strengthens employee engagement. When we recognize and support one another, we build loyalty and reduce turnover, creating a positive ripple effect that elevates the quality of service.

This approach has clear benefits: it absorbs setbacks by ensuring stability, inspires innovation by pushing us to think bigger, and promotes long-term success by building loyalty, strengthening our reputation, and fostering a culture of excellence.

Aiming for 120% is about setting the bar higher, because while we may not always reach the stars, we just might make it to the moon.