“Many of the managers I come into contact with suffer from what I call: Delusional Process Management Syndrome”
“For the longest time, I didn’t believe in the rants of gurus who said to think outside the box.”
If you’re waiting for Friday & Saturday to be able to make payroll – you have serious issues that need to be addressed. #20thCenturyThinking — Jeffrey Summers (@JeffreySummers) July 28, 2017
“In the past 18 months, restaurant wages have risen at double the rate of menu prices and will double yet again in the next 18 months.”
“The “hands-on” approach thinking is one of the most confused and abused phrases in management today.”
“It’s amazing to me even after 4 decades of service how we desire teamwork and collaboration but every policy and formal behavior is about something other than either of them.”
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“Training, as it stands in most companies, is broken. It’s transactional at best and completely irrelevant at it’s worst.”
“I’ve never believed in “bad employees.”
“If you spend any time reading industry blogs and forums of front-line employees, you will quickly begin to see the ginormous difference in thinking between them and professional hospitality managers.”
“It’s very tempting to see something being done and convince yourself that you could do it a lot better.”
“Guest experience management is not defined by intentions or even a few choice actions but by the commitment to an analytical, deliberate, organized GuestX approach.”
5 Things your restaurant business needs to do in the coming year to achieve long-term success.
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest’s point of view (POV) an exceptional guest experience holds meaningfully differentiated value.
This is a vicious cycle. It’s caused more band-aids to be applied to more operations than you can imagine.
You’ve heard it time and time again: “Hire For Values, Train For Skills” here’s why that’s critically important.
Guests now expect (demand) that businesses cater to their appetite for technology. Here are some statistics that will help you understand what restaurant guests say they want from their dining experience.
Operators often scoff at the idea that the product of Hospitality businesses is a “social product” inasmuch as it’s not about the food and eating or the bed and sleeping.
