The devil is in the detail

Date: 7 February 2025

Author: Felix Borenstein

The thing about operating a customer focused fishing or sporting lodge is living and breathing this one saying : The devil is in the detail

Because any great fishing or outdoor adventure lodge is the combination of thousands of little details that by themselves don’t appear to matter much. But when you harness them together you create something that is truly world class.

The thing is, in order to consistently deliver the very best service you need to have documented procedures. These are like a road map to assist your team so that they can deliver the very best.

Include the team in looking for ways to improve, gain consensus and put it into agreed procedures. At ORL, we trained staff to “Do it the ORL way, unless you can suggest a better way, that we all agree on”

Just look around your guest accommodation rooms – are those tiny bottles of shampoo & conditioner all in a line with their labels out and proud ?

Are the windows in your accommodation spaces absolutely spotless ?

Are the tea bags that are used replaced daily and displayed correctly ?

How about sorting out that tiny  stain in the carpet under the dining table?

At Owen River Lodge the housekeeping team had a saying : If you think its good enough, well it’s not– it has to be perfect.

 As a lodge owner your biggest task is to find team members that live and breathe that saying – because its all about the details.