Today, July 4th, is one of our highest revenue-producing days of the year.

On our property alone, tens of thousands of “moments of truth” will take place; the moments when our guests come into contact with our staff and our facilities. Today we’ll find out if all of our planning and hard work provided our guests with experiences that exceeded their expectations. We’ll also find out where we fell short. On less busy days, our bathrooms will remain cleaner and our guests’ tempers will stay calmer…but what will happen today? Are we ready?

Days like today are not the days to be on the computer, back in the office, writing a new handbook, or sitting in meetings. Today, we need “all hands on deck”. These are the days when as many of us a possible should be on the frontlines: interacting with our guests, observing their behavior, and learning from what we see.

The rainy days will come, the kids will go back to school, and we’ll be able to get back to planning. But until then, make the most out of busy holidays like today. Get out there, keep your eyes open, work hard, and be visible!

(P.S. – some organizations actually have fewer people working on holidays (their busiest days) to avoid having to pay them “holiday pay”. This is short-sighted thinking, in my mind.)