The Duality of Hospitality 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."
13 Statistics About Restaurant Technology
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.
Virtually All Highly Successful Restaurants DO NOT Have a Weekly Huddle
The idea that you need a weekly manager's meeting in order to do anything is just plain dumb. And the idea that it is a "characteristic of successful independent restaurants" is complete hokum. It is not.
Marketing Re: Social Media
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
9+ Ways to Improve Employee Performance & Engagement
Do all 9+ of these and you'll have that rockstar culture you've been denied for years.
17 Hospitality Leadership Best Practices
We’re always talking about Leadership so here are my top 17 hottest best practices.
Six Traits of Really Successful Restaurant & Hotel Marketing Leaders
Successful strategic leaders — the kind who thrive in today’s uncertain environment – do these six things well.
10 Things Really Amazing Restaurant & Hotel Employees Do
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.
The Parrot Conundrum
"When guests are angry, validate their emotions by saying, 'I can see/hear how angry this makes you.'" Wrong!
It’s Not About Teamwork
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.
The Employee Engagement Model
We believe that aligning employees’ values, goals and aspirations with those of the business is the best method for achieving the sustainable employee engagement required for both individual and business success.
Marketers Are From Mars, Consumers Are From New Jersey
Marketers have lost touch with the average consumer. They are living in a dream world of their own invention. It is fed by a cultural echo chamber of books, articles and conferences in which people like them talk to people