“I’ve never believed in “bad employees.”
The Duality of Hospitality Employees
“If you spend any time reading industry blogs and forums of front-line employees, you will quickly begin to see the ginormous difference in thinking between them and professional hospitality managers.”
Different Is Better
“It’s very tempting to see something being done and convince yourself that you could do it a lot better.”
9 Reasons Your Guest Experience Is Built To Fail
“Guest experience management is not defined by intentions or even a few choice actions but by the commitment to an analytical, deliberate, organized GuestX approach.”
Five Things Restaurants Need To Do But Probably Won’t
5 Things your restaurant business needs to do in the coming year to achieve long-term success.
What Is The Guest Experience?
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest’s point of view (POV) an exceptional guest experience holds meaningfully differentiated value.
The Problem With Problems
This is a vicious cycle. It’s caused more band-aids to be applied to more operations than you can imagine.
Performance vs Values
You’ve heard it time and time again: “Hire For Values, Train For Skills” here’s why that’s critically important.
Effective Coaching Skill Development Focuses On Four Areas
Helping leaders diagnose the learning styles of team members to optimizing one’s work with them. These adjustments can accelerate the team member’s ability to learn from experience. Using questioning and active listening to help others clarify goals in relation to the current realities, outlining the challenges ahead in achieving an important result, […]
The Questions Great Leaders Ask Themselves
As you seek to reach the ranks of great leaders, ask yourself these questions: Do I know what makes each of my team members inspired? Discouraged? Do I know the level of skill of each employee? Am I adapting to the abilities of each? Am I creating an environment that encourages uniqueness and difference? […]