The spine for Day 1 training, Concept + Purpose pillar.
Why concept + purpose
You cannot sell what you don't believe in. The Lancey is a specific place with a specific identity. Until you understand why the room is the way it is, you can't represent it.
Key principles
- The Lancey threads the needle between high and low. Neighborhood approachable, hotel elevated.
- We are not a temple of mixology. We are reactive to what guests want.
- The room is the product. Drinks and food serve the room.
- Every guest comes in already decided-out. Our job is to make the next 90 minutes easy.
Reading list (in order)
- Five-star service with a little grit
- We are not a temple of mixology
- By the time they walk in they've made 10,000 decisions
- First chair in the New York Philharmonic
- Everything builds or diminishes. There is no neutral.
Delivery
30 minutes. After the reading list, ask the trainee: "Describe The Lancey in one sentence to a friend who's never been." Refine their answer until it lands. That sentence is what they're selling for the rest of their tenure.
Track: Training.