"In hospitality, every operational detail from the check-in flow to service rituals and even cutlery alignment becomes the difference between loyalty and churn. Leaders often overemphasize vision while neglecting those details. But these details are your strategy. At Mews, the way we run one-on-ones, the clarity of our product roadmaps, even the rituals around code reviews - all of these things create the rhythm by which we scale. The lesson is simple: overlook the small stuff, and the big picture will eventually fall apart."
"There's a myth that frictionless design is always best. But I learned early that what makes an experience memorable is the anomaly: the unexpected kindness at reception, the thoughtful deviation from the script. Technology, including AI, can and should automate repetitive work. But it cannot create the psychological safety that makes people speak up, take risks, or admit mistakes. Data showsthat trust and psychological safety are the strongest drivers of adaptability. Efficiency clears the noise; leadership creates connection."
Early hospitality experience shows small operational details—check-in flows, service rituals, even cutlery alignment—determine guest loyalty, churn, and overall outcomes. Systems and routines, including one-on-ones, product roadmaps, and code-review rituals, create the operational rhythm that enables scaling. Friction and unexpected human kindness create memorable experiences that pure frictionless design cannot. Technology and AI should automate repetitive tasks but cannot create psychological safety, which enables speaking up, risk-taking, and admitting mistakes. Data showsthat trust and psychological safety are the strongest drivers of adaptability. Growth environments are often chaotic at ground level but cohere into scalable systems when guided by intentional practices.
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