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.

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 […]

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 […]

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 […]