Hospitality Daily Podcast "Do the Next Right Thing": Why Staypineapple Leads Without SOPs - Dina Belon
7 snips
Sep 23, 2025 Dina Belon discusses how Staypineapple revolutionizes hospitality by minimizing SOPs and scripts. Instead of rigid rules, they focus on empowering staff to connect authentically with guests. Centralizing administrative work allows managers to spend more time teaching on the floor. The conversation emphasizes the importance of emotional intelligence and modern technology that enhances human interactions, proving that an environment built on authenticity helps employees thrive.
AI Snips
Chapters
Transcript
Episode notes
Model Behavior Over Scripts
- Remove SOPs and scripts by modeling desired behavior instead of prescribing it.
- Teach the why and let team members use instincts to 'do the next right thing.'
Centralize Admin To Free Managers
- Centralize administrative tasks so hotel managers can be on the floor.
- Let GMs and managers teach and engage rather than do back-office work.
A Guiding Phrase Beats Procedures
- A simple motto guides daily judgment: 'just do the next right thing.'
- This reduces reliance on rigid procedures while keeping service consistent.