It's late, it's dark and it's time for bed. Guests who arrive past dinner time are usually not in the best of moods. They have traveled far, have left the comfort of their homes and may have had some challenges which caused them to be later than they had planned. Welcome to the night shift.

Will guests be greeted by those who have been extra prepared for these less than cheery guests or will guests be greeted by those employees who are not in the best moods themselves? What kind of thought goes into the scheduling and placement of the night team, their attitudes and dispositions? Since they are the third shift, are they also the third team in service delivery, considering that most of the rest of the world is asleep? Are they the least service oriented employees since one would think they deal with the least number of guests? Are they the last ones in line for training, if any training at all? Do they have more distractions and have to handle more jobs to handle since there is less staff on duty? Do they take a more casual attitude toward their role in the guest experience since they ...