I wanted to take a moment to share a small experience that left a big impression during our vacation at Sandals Grande St. Lucian last week.
As we did each morning, my wife and I made our way down to the main dining room for breakfast. Everything in the big buffet looked delicious, and the staff—as usual—were welcoming and cheerful. But when I lifted the lid on the scrambled egg tray, it was empty. Not a big deal—it was the typical busy morning, and the food turnover was understandably quick.
As I was walking out, I casually remarked to one of the team members that the scrambled egg tray was empty—not complaining, just making a passing comment so they were aware.
I planned to return in a few minutes to check if the tray was replenished but, before I could, that same team member appeared with a fresh plate of scrambled eggs, under a silver cover no less, delivered right to our table with a warm smile.
Exhibit A.
I was honestly taken aback—in the best way. I hadn’t made a request or expected anything. But the team member listened, took the initiative, and made the effort to make sure I didn’t miss what I was looking forward to.
It may seem like a small thing, but that one gesture spoke volumes about the level of care and attention the Sandals team puts into guest’s experience. The team member turned a turned a moment of inconvenience into a memorable moment of hospitality—and a reminder that excellence in customer service lies in the details.
Pinnacle Performance Champions 
What do you think?