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. […]

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?

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.

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 […]

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 […]

As hotel lodging performance continues to recover from the effects of Covid-19, there have been increasing signs that investors are again buying, selling or refinancing of hotel assets. This comes sometimes in spite of mixed messages as to the speed and strength of this recovery. Hotel Appraisals & Expectations A key fundamental of these transactional […]

A recent task force assignment sent me to a high end resort in Florida as Food & Beverage Manager.  While there still are plenty of challenges to be met during this recovery period in the industry, there are also many encouraging signs of a strong rebounding process. I was particularly touched by the grit and […]