The long way around the guest
On a small patio job at the Ritz-Carlton Laguna Beach, we worked overnight on service paths so guests never met a crew.
The job was a small patio renovation at the Ritz-Carlton Laguna Beach, and the whole difficulty was access and staging. Our materials were parked in a cordoned-off back corner of the valet lot.
We worked in the dead of night. Everything moved by service paths and never the direct route, which meant no guest ever laid eyes on a crew. Service paths are long and cost time. You accept that, because the product here is the guest's experience. It always comes back to the guest, and what you trade is time.
No complaints came in, we were paid when due, and there was no holdback. A job gone wrong shows when the owner tries to hold your retention. Nothing like that happened.
At an occupied luxury property, spend time to buy invisibility, and measure the job by whether the owner pays without a fight.
Story details
| Project | Ritz-Carlton Laguna Beach |
|---|---|
| Type | Insider truth |
| Year | Tellus era |
| Firm telling | on the Common Ground wiki |