[Morrigoon]

The point is, you're not just operating a hotel... you're putting on a "show" where the setting is the ideal hotel experience. In an idealized world, no one ever has a bad day, no one ever frowns or slouches, and everyone is just waiting to help YOU. As part of that show, even if you're having a bad day, you don't want to let it show, so no frowns, no negative body language, no displays of how tired you are, no letting the audience "peek behind the curtain" by confessing to them how F-ed up you think a certain hotel policy is, etc. Nothing ever goes wrong or went wrong at the perfect hotel. At a real hotel, things have and will go wrong, but you go on with the "show" that it hasn't and won't.

It's a different philosophical approach that defines the level of service without having to lay out every single aspect specifically.