“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.”
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.
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.
Too many operators are focused on the media and not the social. The most effective way of communicating with Guests is at the point of experience by informed, engaging and empowered employees who share your values. Everything else is blatant advertising
Do all 9+ of these and you’ll have that rockstar culture you’ve been denied for years.
These are behavioral 14 traits of our most successful Coaching program participants.
A colleague asked this question in one of our forums recently and it has been haunting me ever since. So I must get this out. Is Restaurant marketing broken? – Yes What exactly is it that’s broken? The understanding of what works and what doesn’t work for businesss. Retail strategies do not work. Most of […]
We’re always talking about Leadership so here are my top 17 hottest best practices.
Successful strategic leaders — the kind who thrive in today’s uncertain environment – do these six things well.
After four decades of hiring, training and coaching literally thousands of employees, I’ve come to look for certain behaviors that define really amazing employees. Here’s my top 10 list.
“When guests are angry, validate their emotions by saying, ‘I can see/hear how angry this makes you.'” Wrong!
Bolting on the latest ‘teamwork’ thinking is just ridiculously ineffective and misses the actual psychology behind the dynamics of impacting either individual performance or true team development.
Here are 10 things I do to create meaningfully differentiated value for you and your business.