The International Network of Hospitality Consulting Professionals

How Generation Age Groups Impact Hospitality

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. […]

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Hospitality Customer Service

The Unsung Heroes of Hotel Food & Beverage

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 […]

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The Gen Z Dilemma

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?

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Six Golden Mantras for Managing Human Resources Post-Covid

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 […]

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Hotel Guest Room

How to Properly Handle Fraud and Harassment Allegations in Hospitality

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 […]

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