in the bustling world of hospitality, there is an untalked-of practice that has revolutionized how hotels approach customer satisfaction. this method, often cast aside as too innovative, involves a preexplanatory phase where employees are trained to anticipate guest needs before they even arise. hotels adopting this practice often find themselves needing to restart from baseline in their approach to service, abandoning traditional models for this forward-thinking strategy. this documentary segment sheds light on these pioneering establishments, revealing the positive impact of such changes in an industry often resistant to disruption.