Lots of articles preach and even more tongues wag about how the #1 reason people leave jobs is a bad boss. This is wrong.
The Hospitality Squared Blog
Q: Is it better for a restaurant to limit its options per food category or to have as many choices as possible? A: There is no right answer except to understand your Guests to the point of adding or subtracting enough to make them spend enough to make your restaurant a success.
How do you make a small fortune in the restaurant business? Start with a large one.
A Loyalty Program is meant to maintain and strengthen the relationship between the Guest and your brand.
By definition, when you follow best practices, you’re following a well-informed crowd of other operators. You’re standing on the shoulders of others’ experiences and avoiding having to reinvent the wheel and learn everything about how to do a thing from scratch. But you’re still following the crowd. As a rule, best practices aren’t written to […]
You can capture it up to the point you surrender the Guest experience to a third party app. Which is why third party apps should never be considered. If you’re going to deliver (and you should have for the past umpteenth years) then own it. Look at what hotel brands allowed the OTAs to do […]
The message this graphic and the accompanying quote portend is just plain wrong. There are a ton of variables that go into culture and behavior. What you DON’T value is just as important as what you do. Also, the ACTION you DON’T take is just as important as those you do. It takes more than […]
Bring to the table win-win survival strategies to ensure proactive domination.
At the end of the day, going forward, a new normal that has evolved from generation.
User generated content in real-time will have multiple touchpoints for offshoring.
Capitalize on low hanging fruit to identify a ballpark value added activity to beta test.
Disney recently posted this and it about exploded my brain. You can’t plan the entire Guest experience. You need spontaneity in order to capture those moments that you need to which occur only at the point of experience. The one thing to teach your staff is to look for, identify and act on these moments. […]
Q: “I get so frustrated with myself on a weekly if not daily basis . Like how can I set personal or work goals and then continue to make choices that prevent me from achieving those goals ??? Sometimes it’s just forgetfulness , laziness , moments of weakness or taking the easy path instead of […]
Q: How true is this statement? “Employee Engagement is something all organizations need, but it is tricky to tactically execute.” A: “…tricky to tactically execute…” : It’s not tricky and the employer doesn’t ‘execute’ it. Engagement is intrinsic to the employee: meaning if you hire people who share your values and provide an environment that […]
And now for the latest episode of ‘ Wrong Headed Thinking’ “Slower, lower priority days don’t require the same degree of skills and offer more flexibility when assigning staff…” Every guest deserves the best possible experience. Consciously allowing inferior skilled employees to give less than your best is the recipe for disaster. This amounts to […]
Q: Shouldn’t you use social platforms like TripAdvisor to market your business? A: No. You shouldn’t use a consumer platform (which is what social media sites are) for commercial messaging. Social platforms are not a multi-purpose business tool and any attempt to push messaging to them will be met with negative friction. FUQ: But can’t […]
Massimo Bottura: “I have a test that I do with my chefs—it’s called “Who Are You?” You have to express yourself in an edible way—or even in a different way. You have to express yourself and tell me who you are. I do this test all the time—if I come back on a Monday, I […]
“One of the biggest myths is that we have a retention problem.”
“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.”
