Service Is Safety: Building a Compliance Culture That Holds Up on Every Shift

In this webinar, Snapfix CEO Brett Robbins is joined by Duncan Cameron, founder of HotelAudit, and Marsha Bonner, Executive Vice President of Risk Management at Highgate, to explore how hotels make safety and compliance part of everyday work. A guest’s experience depends on what happens on every shift, well beyond the days an auditor is on site. Duncan brings the view of someone who builds and audits hotel standards worldwide. Marsha brings the risk management perspective from a portfolio with more than 37,000 team members. Together they share how to move ownership of safety to every role, keep teams engaged between audits, and avoid the well-meaning shortcuts that put guests and colleagues at risk. Key takeaways from this session: • Safety belongs to everyone: How Highgate transfers responsibility for safety from the corporate office to every position, and keeps it front of mind through stand-ups, back-of-house boards and the time clock. • Making compliance engaging: How Highgate’s Risk Rumble Challenge uses points, a leaderboard and company-wide recognition to drive proactive self-inspections. • Consistency between audits: Why HotelAudit coaches while it audits, encourages self-auditing, and checks when self-audit scores look too good to be true. • Look at how results are achieved: Real examples of shortcuts taken under time pressure, and why the reason behind every standard matters. • Where to start: Marsha’s advice is to start by listening to your guests and employees, and Duncan’s is to focus on what you want guests to experience and the behaviours behind delivering it. 📌 Timestamps: 00:00 - Welcome and why safety sits behind every great stay 02:40 - Meet the panel 06:04 - Who owns safety in a hotel? 07:34 - Keeping safety front of mind on the busiest days 10:39 - Coaching while auditing and explaining the why 14:30 - Gamification and the Risk Rumble Challenge 18:13 - What happens between audits 22:17 - What a missed standard really costs 28:17 - Standards written without the guest in mind 32:07 - Spotting safety risks on the floor 34:10 - Why the fastest results need a closer look 39:01 - Rewarding the right behaviour 41:28 - Where to start: one piece of advice from each panellist 42:53 - Closing thoughts