20 Habits of Savoy Group Hospitality: People Development & Quality Assurance, September, 2014

20 Habits of
Savoy Group Hospitality
People Development & Quality Assurance, September,2014
Objectives
By the end of this session, you should be
able to:
Understand the reasons for having daily

habits in our Group
Understand each one of the 20 Habits of
SBBK Hospitality
Understand
the
importance
of
implementing the 20 Habits.
Realize the relation between the Habits &
Guest Satisfaction & Engagement.
20 Habits of Savoy Group Hospitality
Why We
Should
have Daily Habits
Reasons for Having
Daily
Habits
Reasons for Having Daily Habits
Enhance the reputation of the brand with our

exceptional service offering
Share a good-will by sharing good words
Feel grateful to people who make our business;
Retain and increase the number of repeat
guests
Enhance communication within the Group
members
Assist each other in achieving a superior quality
Reasons for Having Daily Habits

Deliver a consistent unique quality service
and job performance.
Be able maintain the resources and assets
provided for our use
Enhance communication within the Group
members
Maintain Company resources provided with
the utmost care and respect
20 Habits of Hospitality
Habit (1)
Warm welcoming and sincere greetings

to all our guests
Habit (2)
Addressing our guests by name,

whenever and wherever possible
Habit (3)
Escorting our guest rather than pointing

out the directions
Habit (4)
Adhering to SBBK telephone etiquettes

and terminology
Habit (5)
Demonstrating a great sense of urgency

for our entire guests needs
Habit (1)

to all our guests
Habit (2)

Habit (3)

out the directions
Habit (4)
Adhering to Savoy telephone etiquettes

and terminology
Habit (5)

The Habits
Every time you have any contact
with our guest, (internal and
external), we should:
Ha
bit
(1)
Establish eye contact with the guest

Smile
Use
the
proper
language
&
terminology
Use the guests name whenever and
wherever possible
Warm welcoming and sincere greetings to all our guests
The Habits
The greeting & the welcoming
should be:
Ha
bit
(1)
Genuine and coming from the heart

Extended every time we encounter a
guest
Example:
Good morning Mr./Ms. _________! How
may I help you?
Good morning have a great day!
The Habits
We should implement Habit (1),
when we:
Ha
bit
(1)
Meet/welcome the guest

Enter the elevator with the guest
Walk down the public areas
Answer any call
Go to their table
Enter their room in their presence
Meet our colleagues in the hallways.
Habit (1)

to all our guests
Habit (2)

Habit (3)

out the directions
Habit (4)

and terminology
Habit (5)

The Habits
We call our guest by name to:
personalize the interaction
build rapport with our guest
Ha
bit
(2)
Addressing our guests by name, whenever and wherever possible
The Habits
We can recognize
name
through:
display
phones
Ha
bit
(2)
our
guests
asking the guest how he/she would

like to be addressed
Important Note:
We must also address all your co-workers
too by using their name. This is a way we
show respect towards all our colleagues.
The Habits
We call our guest by name when:
Ha
bit
(2)
We meet/welcome the guest

We enter the elevator with the guest
We walk down the public areas
We answer any call
W attend/escort them to their table
We enter their room in their presence
We meet colleague in the hallways
Habit (1)

to all our guests
Habit (2)

Habit (3)

out the directions
Habit (4)

and terminology
Habit (5)

The Habits
Upon encountering the guests, we
should:
Ha
bit
(3)
Consider all our guests are VIPs.

Escort our guests rather than
pointing out directions.
Important Note:
Remember that our guest is the most important to
us, this is an opportunity for us to inform and
promote our hotel facilities and services to the
guest.
Escorting our guest rather than pointing out the directions
Habit (1)

to all our guests
Habit (2)

Habit (3)

out the directions
Habit (4)

and terminology
Habit (5)

The Habits
Telephone Standards:
Every time we attend a call use proper
etiquettes
and
the
standardized
language should be used.
Ha All calls should be answered within three
bit
rings
(4) Smile on the phone
While handling a call from our guest,
always use the guest name.
Adhering to Savoy telephone etiquettes and terminology
The Habits
Telephone Standards:
While making a call to the guest, always
identify yourself first.
Be accurate and careful while taking a
Ha
message.
bit Do not stay on phone longer than
(4)
necessary
Wait for the caller to hang up first.
Adhering to Savoy telephone etiquettes and terminology
Habit (1)

to all our guests
Habit (2)

Habit (3)

out the directions
Habit (4)

and terminology
Habit (5)

The Habits
Reasons
for
meeting
guests
requests
on time:
Our guests
want things immediately or
on the fingertips.
Ha
bit
(5)
All the requests and complaints of our

guest should be met or handled within
Savoy standard time limit.
Our guest determines our efficiency by
the speed and consistency of our
service
delivery
and/or
service
recovery.
Demonstrating a great sense of urgency for our entire guests needs
The Habits
Keep in mind that:
Ha
bit
(5)
No guest will ever complain because his

requests were attended to immediately, on
the other hand it would only delight him.
We have to review our processes to find
steps that can be added/amended/deleted
so as to reduce the cycle time and hence
increase speed.
We should adhere to standard response
timing.
We should never put any thing for later that
you can do right now.
The Habits
Keep in mind that:
If we cannot handle it ourselves, ask
the correct person to handle it
immediately.
Ha
bit Get back to the guest at the earliest
every time their request or complain
(5)
can be met.
Test
How much time does it take you?
Ha
bit
(5)
To check-in a guest_______
To check-out a guest______
To deliver bags to the guest room ______
To deliver a fax to the room________

To service an occupied room________
To deliver room service order ______
To deliver a drink order____________
To answer a guest email____________
Etc.
The Habits
Habit (6)
Maintaining SBBK Grooming standards
Habit (7)
Implementing Clean as You Go Policy
Habit (8)
Knowing all hotel information and

facilities
Habit (9)
Listening to our guests without any

interruptions
Habit (10)
Taking Ownership and following-up

personally on guests requests
Habit (6)
Habit (7)
Habit (8)

facilities
Habit (9)

interruptions
Habit (10)

The Habits
We always maintain Savoy Grooming
Our guest forms the impression by what he sees.
standards:
Ha
bit
(6)
The way we look and behave will form the basis

of what the guest thinks of us. So we can choose
how we want our guest to feel about us
Our guest has high expectations

from our professional employees.
Personal hygiene and grooming must be kept
high at all times.
Let us hold ourselves responsible for higher
standards than anybody else expects of us.
Never excuse ourselves.
Maintaining Savoy Grooming standards
The Habits
Always make sure that:
Ha
bit
(6)
We always appear clean and smell

fresh.
We are wearing an immaculate
uniform.
We have a clean and clear name tag
always on you.
We are adhering to Savoy grooming
standards.
We
project your best image at all
times. We have a positive body
language.
The Habits
The Habits
Pointers:
Ha
bit
(13
)
Maintain a upright body posture and

positive body language whenever in the
front of the house areas.
Always smile and maintain an eye
contact.
Be enthusiastic and energetic to offer
assistance to all our guests.
The Habits
The Habits
Pointers:
When we walk, we walk with confidence.
Ha
bit
(13
)
We project best image at all times.

We think and act in a positive frame of
mind. ``
Habit (6)
Habit (7)
Habit (8)

facilities
Habit (9)

interruptions
Habit (10)

The Habits
Clean as You Go Policy:
Ha
bit
(19
)
It is designed to ensure that

workplace
cleanliness
and
hygiene are maintained to the
highest standard. In doing so, the
safety and appearance of the
property will be maintained as
well as a safe, legal and hygienic
product being produced.
The Habits
Clean as You Go Policy:
Ha
bit
(19
)
You should clean/sanitize your work

area as clean as possible; it is not
only at the end of the shift but also
during the working time. Simply,
clean/disinfect
what
you
used
including your hands.
It places the responsibility upon all
employees to maintain the working
environment in a clean, tidy and safe
condition at all times when carrying
out duties on the premises.
The Habits
Clean
as
Responsibility:
Ha
bit
(7)
You
Go
Policy
It places the responsibility upon all

employees to maintain the working
environment in a clean, tidy and safe
condition at all times when carrying
out duties on the premises.
The Habits
Clean
The Habits
as
Examples:
Ha
bit
(19
)
You
Go
Policy
Workstations to be left clean, safe

and tidy
Tools, cutters and anvils to be
away straight after use
Hand tools to be placed back on
the tools trolley straight after use
Floors to be kept clear of waste,
plastic and cardboard
All walkways to be kept clear
The Habits The Habits

Clean
as
You
Implementation:
Go
Policy
If we see any small paper on the floor,

do not wait for housekeeping to attend
to it, instead do it ourselves.
Ha
bit
(7)
If we see any dust, we wipe it

immediately.
Always clean our work areas after the
work is over.
The equipment and items that are not
required to carry out our daily work
Implementing
Clean as You Go Policy
should be removed from the
area.

Clean
as
You
Go
Policy
Implementation:
Take initiative and dust our own
area and not wait for some one else
to do it.
Ha
bit
(7)
The heart of the house areas

should be kept as clean as the front
of the house areas.
Do not litter.
Comply with all hygiene standards
at all times.
Habit (6)
Habit (7)
Habit (8)

facilities
Habit (9)

interruptions
Habit (10)


We are knowledgeable about all the
hotel information and facilities:
Ha
bit
(8)
The facilities that the guest can use in

the hotel will be known to all the
employees and should be
communicated to our guest whenever
asked for.
We can only help the guest if we know
what the hotel can provide and will
demonstrate true professionalism.
Knowing all hotel information and facilities

Knowledge is Power:
We can sell the hotel facilities and services

with confidence, ease and pride if we know
Ha
the details and can make the guest happy
by helping them get what they want.
bit
(8)
Lets take the initiative to know more about

our department, our hotel and our job, as
not to know is bad; but not to wish to know
is even worse.

Look out for:
Hotel fact sheets
Notice boards
Ha
bit
(8)
Logbooks
Inter departmental
communications
Departmental briefings etc.
Habit (6)
Habit (7)
Habit (8)

facilities
Habit (9)

interruptions
Habit (10)

The Habits
The Habits
We Listen to all our guests

without interrupting, we never
justify or argue with any guests:
Ha
bit
(9)
We listen to what our guest has to say

by noting down all necessary details.
This apart from solving the purpose of
helping the guests shows that we
respect what he/she has to say.
We pay undivided attention to our
guests; we make them feel that we are
concerned
Listening to our guests without any interruptions
The Habits
The Habits
We Listen to all our guests

without interrupting them, we
justifyensure
or argue
any has
never
We always
that with
the guest
completed what he/she has to say
guests:
before we say anything at all.
Ha
bit We never argue or justify any situation
with our guest but understand what
(9)
he/she has to say by listening to every
detail.
Guest does not want to know what has

caused the situation, but what can be
done about it now.
The Habits
The Habits
Examples:
We listen with concern what our guest
is saying. Listen to our colleague the
same way!
Ha
bit
(9)
We provide undivided attention and we

will make them feel we care.
We never interrupt our guest.
We never justify what went wrong, but
apologize and rectify it.
We are ever rude and unfriendly.
Habit (6)
Habit (7)
Habit (8)

facilities
Habit (9)

interruptions
Habit (10)

The Habits
The Habits
We own and follow- up personally on

the guest request or complaint till
the guest is satisfied:
Ha
bit
(10
)
Our guests expect high efficiency from

us. They look at us as a
problem/request solver and do not
expect us to pass them over to
someone else. We assist the guest
professionally and with confidence.
Whenever we receive any request or

complaint from our guest we should
never ask him/her to call up any other
extension even if the request/complaint
does not pertain Taking
to Ownership
our and
department.
following-up personally on guests requests
The Habits
Ha
bit
(10
)
Instead, we will note down the details and

forward it to the concerned person, but
will follow up personally till the guest is
satisfied. We own the guests request or
complaint.
Instead of directing the guests to
someone else we will own the
request/complaint and act on it.
Taking Ownership and following-up personally on guests requests
The Habits
The Habits

Ha
bit
(10
)
We never ask the guest to call up

another extension if they require
something.
We make note and call up the concerned
department.
We follow-up with the respective
department.
The Habits
The Habits

Ha
bit
(10
)
We call the guest to confirm that the

request has been handled and/or the
complaint has been resolved to the
guest satisfaction.
We say We will take care of this for you

and not We will take care of this.
The Habits
The Habits
20 Habits of Hospitality
Habit (11)
Putting ourselves in guests shoes, by

focusing on our guests.
Habit (12)
Complying and practicing Safety is

everyones responsibility
Habit (13)
Habit (14)
Habit (15)
Showing a positive, confident, cheerful,

and enthusiastic attitude
Never Say, I do not know, I cant, or it
is impossible, but always offer alternatives
Delivering more than promised
Habit (11)

Habit (12)

Habit (13)
Habit (14)
Habit (15)

The Habits
Ha
bit
(11
)
The Habits
To anticipate our guest needs and

deliver what our guest requires it is
very important to focus on our
We must give our guest our un-divided
guest.
attention. This would make the guest
happy and ultimately loyal to Savoy
Group.
We always do things keeping in mind,

what the guest would want us to do in
that situation.
Putting ourselves in guests shoes, by focusing on our guests
The Habits
The Habits
Examples:
We create experiences for our guests
and we plan them first by putting
ourselves his his/her shoes.
Ha Our guest is the sole purpose of our

existence. Be sensitive to the guest
bit
needs. Always put our guest before
(11
anything else.
)
There are many things that we can do
and change that will help us see the
guest point of view and help us service
our guest with the highest level of
professionalism.
The Habits
The Habits
Examples:
We do not disturb guest by either forming
a gathering or speaking loudly in the
public areas.
Ha We take note of guest preferences and

ensure that the same are delivered to
bit
him/her.
(11
) We always deliver to the guest what we
have already committed to.
Whenever we are introducing new services

or product we always do these with the
guests in mind.
Habit (11)

Habit (12)

Habit (13)
Habit (14)
Habit (15)

The Habits
The Habits
We comply and practice:

Safety is everyones responsibility:
Ha
bit
(12
)
Safety is one of the most important needs of our

guest. It is the minimum that our guest asks
from us. They trust you to provide them a safe
environment.
The safety of our guests, our colleagues

and our property is our job.
Complying and practicing Safety is everyones responsibility
The Habits
The Habits
We comply and practice:
Ha
bit
(12
)
It is everyone responsibility to be alert

at all times and protect all that we
value most.
We must always maintain and comply
with the Safety & Hygiene standards
set by Savoy.
The Habits
The Habits
Pointers:
Know and follow the safety guidelines of
all equipment and material.
Ha
bit
(12
)
Always be alert to notice any suspicious

bags, luggage, and boxes out of place.
We will never compromise on our safety
as well as the safety of the hotel and our
guests.
The Habits
The Habits
Pointers:
We will immediately report any safety
and/or fire hazard.
Ha
bit
(12
)
We will ensure preventive maintenance

of the equipment that we use.
Habit (11)

Habit (12)

Habit (13)
Habit (14)
Habit (15)

The Habits
The Habits
We showcase a positive, confident,

cheerful and enthusiastic attitude-We
are
on stage:
Always
have a positive attitude,
Ha
bit
(13
)
confidence and enthusiasm to help our

guest at all time to project ourselves as a
professional,
Be cheerful to handle situations with

greater ease and efficiency.
Enhance our appearance, attitude and
behavior,
Showing a positive, confident, cheerful, and enthusiastic attitude
Habit (11)

Habit (12)

Habit (13)
Habit (14)
Habit (15)

The Habits
We never say, I do not know, I
cant, or it is impossible, but
always
offer
alternatives:
Whenever
there
is a guest enquiring or
Ha
bit
(14
)
requesting for something, we never say

no. At times, to honor the request may
not feasible, in such cases we offer
alternatives and let the guest choose
the best one.
The guest looks at us as a problem

solver. So, rather than telling the guest
what we can not do, tell him/her what
we can do or offer.
Never Say, I do not know, I cant, or it is impossible, but always offer alternatives
The Habits
The Habits
There is always an alternative way of

doing things:
Ha
bit
(14
)
Lets be honest, lets not hide behind roles

or pretend to know everything. In
circumstances that the guests
request/require can be met exactly, we
suggest to our guest by offering alternatives
as to how we can help our guest in such a
situation and comply with his request.
The Habits
The Habits
Always:
Check for alternatives.
Ha
bit
(14
)
Make sure that the alternative is

acceptable to the guest.
Be aware of the facilities and
services offered by the hotel.
If we can not help our guest, find
some one who can.
Habit (11)

Habit (12)

Habit (13)
Habit (14)
Habit (15)

The Habits
The Habits
We always deliver more than

promised:
Ha
bit
(15
)
This habit is all about, what will delight

our guest. Our guest has certain
expectations from us, but only when we
exceed these expectations, that our
guest is left speechless. This generates
the WOW factor.
Our guest will be delighted only when
we provide more than we have
committed to. This will dazzle our guest
and will make him/her always remember
Savoy Group
The Habits
The Habits
Why we should deliver more than

promised
Ha
bit
(15
)
By doing so our guest will feel

important and cared for. This will
highlight our spirit of hospitality
towards all our guests.
Adopting this habit will help us

continuously improve and better
ourselves as well as the service that
we give by raising the bar of our own
standards.
The Habits
The Habits
Examples
We surprise our guest with extra
personalized attention.
Ha
bit
(15
)
We deliver the room service order faster

than the informed timing.
We provide express checkout facility to
a business traveler.
The Habits
The Habits
Examples
We give our guest a larger portion size
incase they have come with a family.
Ha
bit
(15
)
We provide a conditioner too, if a guest

requests for an extra shampoo.
We take initiative to WOW our guest.
The Habits
The Habits
Habit (16)
Taking pride in what we do, yet being

humble in our attitude.
Habit (17)
Practicing lateral service for allthere is

no-It is not my job
Habit (18)
Thanking our guests genuinely for their

support and patronage
Habit (19)
Habit (20)
Practicing caring for Savoy Group

Practicing caring for environment and
society
20 Habits of SBBK Hospitality
Habit (16)

Habit (17)

no-It is not my job
Habit (18)

Habit (19)
Habit (20)

society
The HabitsThe Habits

We take pride in what we do yet be
humble in our attitude:
Ha
bit
(16
)
We are not doing a favor to our guests by

serving them, they do us a favor by
letting us serves them.
We are not servant but we are
professional because each one of us have
made a clear decision to be of service to
our guests.
Taking pride in what we do, yet being humble in our attitude
The Habits
Ha
bit
(16
)
The Habits
Lets understand that every small

task we perform or the thing we do
has a huge impact on the guest
experience. We should take pride in
doing all these tasks to the best of
Lets
take So:
pride in cleaning the guest
our
ability.
room.
Lets take pride in answering the guest
email immediately.
Lets take pride in setting up a perfect
buffet for the guest.
Lets take pride in being well groomed
and wearing your uniform.
Etc There are no small jobs, everyone
jobs is as important!
The Habits
The Habits
We should:
develop a positive sense of belonging
towards SBBK.
Ha
respect the job that we do and the job
bit
that everyone else does.
(16
be courteous to all our guests and co)
workers.
be a goodwill ambassador for SBBK.

Habit (16)

Habit (17)

no-It is not my job
Habit (18)

Habit (19)
Habit (20)

society
The Habits
The Habits
We practice lateral service for allthere is no

It is not my job:
Ha
bit
(17
)
It is the responsibility to each one of us

to create a work environment of team
work and lateral service so that the
needs of our guest and each other are
met.
The only way that all our guests will get
what they want is when we all help
each other in ensuring that.
Remember that we are all working
together towards a common goal
-Guest Satisfaction and loyalty
Practicing lateral service for allthere is no-It is not my job
The Habits
The Habits
Pointers:
Ha
bit
(17
)
Concentrate on solving problems rather

than placing blame.
We should adhere to the Service level
agreements.
Co-operate within our own department
and across others.
Trust each other and keep their trust.
Co-operate and ask Can I be of any
assistance?
Practicing lateral service for allthere is no-It is not my job
Habit (16)

Habit (17)

no-It is not my job
Habit (18)

Habit (19)
Habit (20)
Practicing caring for SBBK

society
The Habits
The Habits
We genuinely thank our guests for

their support and patronage:
Ha
bit
(18
)
It should be noted that, we are being

paid by our guests. Hence, we should
always make sure we express our
gratitude towards him/her.
The magic word Thank you will be
used genuinely by all of us at the end of
each guest interaction.
This is also the opportunity to welcome
him back and/or take permission for our
reappearance.
Thanking our guests genuinely for their support and patronage
The Habits
The Habits
This can be done by saying for

example,
Ha
bit
(18
)
Thank you Mr. /Ms. _________ for staying

with us. It was a pleasure serving you.
When:
Every time our guest uses any facility of
the hotel.
Every time the guest leaves our Hotel.
Every time we finish the phone call.
Thanking our guests genuinely for their support and patronage
Habit (16)

Habit (17)

no-It is not my job
Habit (18)

Habit (19)
Habit (20)
Practicing caring for SBBK

society
The Habits
The Habits
We are entrusted with SBBK

resources and assets to perform our
work. We are responsible for
safeguarding SBBK funds,
Ha information, records, tools, and
personal use of SBBK property must
bit property.
always be Therefore,
in accordance with Group
(20
policy.
) proper use of SBBK Group property,
information resources, material,
facilities and equipment is the
responsibility of each one of us.
The Habits
The Habits
We use and maintain the resources

provided with the utmost care and
respect
as it reflects our values.
Ha
bit
(20
)
Use resources efficiently and effectively

for official purposes
Treat departmental property with due
care and ensure it is secured against
misuse.
You should be economical and avoid
waste of resources such as office
facilities and equipment, including the
use of tools, energy, water, food, etc.
Habit (16)

Habit (17)

no-It is not my job
Habit (18)

Habit (19)
Habit (20)

society
The Habits
We genuinely care about the
environment
Respect non-smoking signs.
Ha
bit
(20
)
Be aware of the need to improve energy

efficiency and do actively identify and
implement measures to reduce our
energy consumption and costs to the
hotel.
Ensure lights and air conditioning in the
hotels conference rooms and offices are
switched off when the rooms are not in
use.
Report any water leak & ensure closing
taps after wash.
Practicing caring for environment and society
The Habits
The Habits
We genuinely care about our

community & the society
Ha
bit
(20
)
We appreciate the importance of

making a positive difference in the
communities in which we work, live and
interact with. In this regard, we do work
in supporting a number of charities and
sustainable events.
Practicing caring for environment and society
The Habits
The Habits

20 Habits of Savoy Group Hospitality: People Development & Quality Assurance, September, 2014

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20 Habits of Savoy Group Hospitality: People Development & Quality Assurance, September, 2014

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20 Habits of

Savoy Group Hospitality

People Development & Quality Assurance, September,2014

Understand the reasons for having daily

20 Habits of Savoy Group Hospitality

Reasons for Having Daily Habits

Enhance the reputation of the brand with our

20 Habits of Savoy Group Hospitality

Reasons for Having Daily Habits

20 Habits of Savoy Group Hospitality

Warm welcoming and sincere greetings

Addressing our guests by name,

Escorting our guest rather than pointing

Adhering to SBBK telephone etiquettes

Demonstrating a great sense of urgency

20 Habits of Savoy Group Hospitality

Warm welcoming and sincere greetings

Addressing our guests by name,

Escorting our guest rather than pointing

Adhering to Savoy telephone etiquettes

Demonstrating a great sense of urgency

Establish eye contact with the guest

Warm welcoming and sincere greetings to all our guests

Genuine and coming from the heart

Meet/welcome the guest

Warm welcoming and sincere greetings to all our guests

20 Habits of Savoy Group Hospitality

Warm welcoming and sincere greetings

Addressing our guests by name,

Escorting our guest rather than pointing

Adhering to Savoy telephone etiquettes

Demonstrating a great sense of urgency

Addressing our guests by name, whenever and wherever possible

asking the guest how he/she would

We meet/welcome the guest

Addressing our guests by name, whenever and wherever possible

20 Habits of Savoy Group Hospitality

Warm welcoming and sincere greetings

Addressing our guests by name,

Escorting our guest rather than pointing

Adhering to Savoy telephone etiquettes

Demonstrating a great sense of urgency

Consider all our guests are VIPs.

20 Habits of Savoy Group Hospitality

Warm welcoming and sincere greetings

Addressing our guests by name,

Escorting our guest rather than pointing

Adhering to Savoy telephone etiquettes

Demonstrating a great sense of urgency

Adhering to Savoy telephone etiquettes and terminology

20 Habits of Savoy Group Hospitality

Warm welcoming and sincere greetings

Addressing our guests by name,

Escorting our guest rather than pointing

Adhering to Savoy telephone etiquettes

Demonstrating a great sense of urgency

All the requests and complaints of our

No guest will ever complain because his

Demonstrating a great sense of urgency for our entire guests needs

To deliver a fax to the room________

Demonstrating a great sense of urgency for our entire guests needs

20 Habits of Savoy Group Hospitality