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HOW IT STARTED…
As a child, I was a perfectionist. If something didn’t turn out exactly the way I wanted, I would explode. Getting a “10” was never enough, I had to repeat it until it felt flawless. I remember asking my mom to quiz me ten times on the same term, even when I already knew it. And if I got it wrong even once, I would fall apart. I had no tolerance for mistakes, neither mine nor others’. Looking back, I realize I wasn’t competing with the world, I was competing with myself. And that was a battle I could never truly win, because I always searched for the flaw instead of celebrating the progress.
HOW IS IT GOING…
In recent months, I’ve realized that hospitality is similar. It’s not about being perfect. If everything were perfect, there would be no space for innovation, no room for change. What really matters is understanding that every guest is special, but their critiques should not break us down, instead, they are a window of opportunity to engage, to learn, and to serve better.
Like Carl said in class, we are the snowflake generation, quick to melt at any sign of pressure or criticism. By recognizing this in myself, I’ve started managing my emotions better and accepting change with more resilience. In the end, the best strategy to understand and engage with guests is not only about flawless service, but about emotional intelligence: transforming challenges into connection, and imperfections into meaningful moments of growth.

WHY IS THIS ACTIVITY COOL?
I truly enjoy this kind of activity: it helps me analyze why I take certain attitudes or hold certain prejudices, both with myself and with the guests I’ve served. I believe the first step to offering excellent hospitality starts with knowing ourselves and understanding ourselves.

Science of the Time
Johanna Mau
Lucia Trelis Samper