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 […]

Jens Busch has vast experience in the luxury service sector over the past two decades. As he reflects on the changes observed in the last 24 months, he feels the technological advancements in hospitality are more than the past ten years combined! We are quickly moving into a new era, where services in hotels and […]

Its January 2022, cold in most of the U.S., and we are all dreaming of our next vacation. Spring break? Can we wait that long? Something sooner? Where should we go- will there be a great place to stay? How much will it cost me, us? Will it be worth the money??? Great questions we […]

When buying or selling a hotel, there are many steps to conducting a hotel appraisal.  Previously, we highlighted the needed market research including environment, supply/demand, location and highest and best use in our guide to practical hotel appraisals. Once this analysis has been completed and projected income and expense calculations have been made, a licensed […]

Opening a restaurant, especially in the current pandemic context, can be a very daunting task. Not only does it become more difficult to raise money due to the dependency on customers going out, but more importantly, because food and beverage operations have a great complexity to deal with compared to any other business in the […]

During COVID-19, ownership groups and management companies took organizational decisions that impacted the effectiveness of Revenue Management. As business ramps up and we observe changes in the segmentation and channel mix, we need to quickly shift gears, and not just to how it was before. A deep dive in our labor model and our approach […]

When it comes to responding to allegations of wrongdoing, few hospitality managers are adequately trained on how to respond. Hospitality Fraud & Harassment Allegations An alarming number of lawsuits alleging fraud, discrimination, harassment, human trafficking, and other misconduct at some of the U.S.’s most well-known hotels and restaurants have made headlines in the past few […]