When Alice, of Alice in Wonderland, in Lewis Carol’s second book, Alice Through the Looking Glass, began to wonder what the world looked like on the other side of the mirror (What do our job openings and we as employers look like to employees, on the other side we could say). To Alice’s surprise, she could […]

When COVID 19 broke out it disrupted travel patterns like never before. For the first time in a very long time consumers were afraid to travel, not out of a fear for their safety in the traditional sense, but for fear of being around other human beings. People did not want to be around people […]

Signing up a hotel operator can be a daunting task to some, while others consider it almost trivial. We believe a careful evaluation is in order to find the best match. Here are some of the key points, presented in one useful order, which isn’t always the right order. 1 Hotel Type Experience Starting off […]

Previously, we tied together how employee culture and the employee links in the service profit chain.  The total employee experience drives customer satisfaction, loyalty, and business bottom profitability. The trends in the hospitality industry drive customer loyalty, repeat business, and business referral.    These actions result in higher occupancy, revenue, flow-through, profit, and ROI to investors. […]

The unprecedented exodus of hospitality workers in the Great Resignation has created gaping holes in the daily schedules of hotel restaurants across the country. This has left remaining team members and managers ill equipped to handle the growing demand. Our industry is scratching its head trying to figure out where everyone has gone and why […]

Imagine, 50 years ago, walking in to your manager’s office asking them whether you can work from home for a week? Or during an annual review (if any) you raise some concerns about your work-life balance and that your personal life is affected by the workload on your shoulders. Or as a customer,  you ask your supplier about their “Go Green” policy, or charity and social responsibility. activities?

What the travelling majority wants today when staying at a hotel is, simply put, an effective way to order what they want and when they want. Today’s hotel customers have already highly adopted to the mobile world.

Pivoting into the new hospitality normal is something that never in my thirty plus year hospitality career would I have envisioned where we are today. Since graduating college and accepting my first opportunity in Boston would I have thought that so many individuals including myself would be so negatively impacted as we had to think […]

The entire employee service-profit chain rests on how we take care of our employees, which is part of an employee culture vibrating through everything we engage with our workforce.  That whole ethos is the culture we create to lead others – based on how our employee’s experience is -v- how we think we care for and guide them.

Restaurants and bar owners face a precarious balancing act when it comes to serving alcohol. Balancing Alcohol Sales vs Responsibility On one hand the critical goal of the operation is to promote alcohol sales so the business can be as profitable as possible. Operators also want to promote a good time so guests will feel […]