A Senior Executive of a luxury hotel calls the last two hours of service the perception hours. This is when guests notice inconsistency or gaps in service. Staff members are usually reduced by this point, off the floor completing side duties, exhausted and frustrated while their managers have gone home. As a result guests receive less service, bathrooms are untidy, restaurant/hotel lobby are unruly, and in spite of the guest's condition (sober or drunk), this is their last impression (even subconsciously with drunks).
He stays to the very end to ensure that the last 10 meters of the race is won by checking all the service boxes. In turn, his team learns and is empowered to carry the baton next time.
Great philosophy sir!
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