In a unique twist on hospitality training, Frigenti has introduced a rigorous testing system for staff at Casper’s mansion, designed to emulate the standards of a 19th-century Parisian hotel. The process, wich emphasizes punctuality, service boundaries, and meticulous attention to detail, has been described as both challenging and enlightening.
The test,which runs until midnight,requires staff to adhere to strict schedules and maintain professional distances between guests and service personnel. A closed envelope containing the number of stars they must achieve is provided, with the potential to gain or lose stars based on performance. The final rating, persistent by two queens, can range up to five stars each—or none at all.
Guests are not allowed to perform even the simplest tasks, such as filling a water bottle. Instead, staff must anticipate their needs and provide additional services like massages and pedicures. The test also includes specific scenarios, such as serving breakfast to latecomers, though this will cost them a star. Complaints from guests result in further deductions, and roles are reassigned daily to ensure all staff members experience both sides of the service dynamic.
This innovative approach aims to elevate the guest experience by instilling a culture of excellence and accountability among the staff. As Frigenti puts it, “The most important thing is the punctuality of schedules and that they maintain the relationships that correspond to them, that is, that guests and service keep their distances.”
The test’s rigorous nature ensures that staff are prepared for any situation, from early wake-up calls to late-night requests. As one participant noted, “The test ends at twelve and twelve you can remove the costumes. Now, if a client wants to alleviate at three in the morning, they have to do it (although they do not need to get dressed as waiters).”
This method not only hones the skills of the staff but also fosters a deeper understanding of the guest experience, making Casper’s mansion a standout in the world of luxury hospitality.
key Points of the Hospitality Test at Casper’s Mansion
| Aspect | Details |
|————————–|—————————————————————————–|
| Duration | Test runs until midnight |
| Star System | Stars can be added or subtracted based on performance |
| Guest Interaction | Guests cannot perform tasks; staff must anticipate needs |
| Service Extras | Includes massages and pedicures |
| Penalties | Late breakfasts, complaints, and other failures result in star deductions |
| Role Rotation | Roles are reassigned daily to ensure balanced experience |
This table summarizes the key elements of the test, providing a clear overview of the expectations and challenges faced by the staff.
For those interested in the evolution of luxury hospitality, this approach offers a captivating glimpse into the meticulous standards that define Casper’s mansion.Whether you’re a hospitality professional or a curious observer, this innovative training method is worth exploring further.