By Mike Porteous, Head of Operations & Resource
One of the first managers I worked under in hospitality had a simple, unwavering rule: before opening, we walked the entire venue and checked every lightbulb. If even one was out, it had to be fixed.
At the time, it seemed excessive. Would anyone really notice a single broken bulb? Yet over the years, I came to understand the wisdom in that ritual. It wasn’t about the bulb. It was about setting a standard.
Why Details Define Experience
Guests rarely point out specific flaws like a dim light, a slightly sticky menu, or background music that doesn’t quite fit. But they register them subconsciously. These small imperfections accumulate into an impression – an impression that the venue isn’t fully cared for, or that standards are slipping.
Conversely, when the details are flawless – warm, consistent lighting, spotless surroundings, a team that anticipates needs – guests feel something far more powerful: trust. They relax. They enjoy themselves. And most importantly, they remember the experience and return.
In hospitality, details aren’t trivial. They are the invisible framework upon which the entire guest experience is built.
A Lasting Habit
Even today, long after that first job, I can’t enter a hotel, pub, or restaurant without scanning the lighting. Modern LED fixtures may last longer, but the principle remains unchanged: excellence is built on the smallest, most deliberate actions.
Where Capcon Fits In
At Capcon, we help operators see those small but critical details. Through services like mystery guest audits, compliance reviews, and operational support, we provide an external perspective on the things that guests notice but don’t always say.
It’s about protecting standards, sharpening consistency, and ensuring every detail aligns to deliver the kind of seamless experience that keeps guests coming back.
A Call to the Reader
Hospitality is the art of making people feel welcome, and often it’s the details – the ones barely noticed when they’re right – that make all the difference.
So, I’ll leave you with a question:
When you walk into a venue for the first time, what’s the very first detail you notice?
