Implementation of a Remarkable Service Infrastructure Staying with the Plan and Going the Distance Summary Author’s Note: While The Quest for Remarkable Service was written specifically to address the challenges of the private club industry, the concepts contained in it apply just as much to any hospitality operation. With minimal extrapolation of the disciplines discussed, the reader will readily understand their application in hotels, resorts, and food and beverage service operations. One merely needs to substitute the words “guest,” “customer,” or “patron” for the club-specific term, “member.” “The soft stuff is always harder than the hard stuff.” .
