You need to push into growth right now or you’ll drown in your own irrelevance.
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The Case Against Behavioral Interviews
There are lot of lousy management practices out there. It is astonishing how many of them have taken hold, and how deeply! Even in the awesome companies [...]
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Billionaire Servers To Finally Pay Their Fair Share
Stop the presses. No need to raise the debt limit. Biden is going after those billionaire waitresses’ tips. IR-2023-19, Feb. 6, 2023 WASHINGTON — The Treasury Department [...]
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U.S. Department of Labor Issues Final Rule To Amend Tipped Employee Regulations
On December 22, 2020, the Department of Labor announced a final rule revising its tipped employee regulations to address amendments made to section 3(m) of the Fair [...]
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QFO: Why do you think there is a poor employee management structure within the hospitality industry?
Whoa boy buckle up… Poor leadership Transactional thinking Short-term thinking No thinking A complete misunderstanding about the dynamics of growth. A complete misunderstanding about the import of [...]
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What Is The Employee Experience?
Q: Who creates and delivers every single guest experience? A; The Front-line employee. Understanding this means the imperative is to create a meaningful and differentiated experience for [...]
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QOD: Your Frequency
“There are 7 billion people in the world. Not all of them will appreciate your brand of jazz. Your mission is not to convince anybody to like […]
Moving Beyond Robotic Service
Service is table stakes (pun intended). Everyone provides service: everyone has their 12 steps of service that include all the transactional lists most people (restaurant managers included) […]
QFO: What are the biggest challenges an independent restaurant faces in its first 5 years of business?
The timeline is irrelevant. But the list of challenges is the same as it’s always been…
QFO: Why do hostesses at restaurants make small talk as they seat you?
QFO: Why do hostesses at restaurants make small talk as they seat you?
QFO: What is the first step that I should take before I build my own restaurant?
QFO: What is the first step that I should take before I build my own restaurant? Answer: Build your team.
The Only Reason People Leave Jobs
Lots of articles preach and even more tongues wag about how the #1 reason people leave jobs is a bad boss. This is wrong.
What’s The One Thing You Must Do To Deliver Exceptional Service?
Disney recently posted this and it about exploded my brain. You can’t plan the entire Guest experience. You need spontaneity in order to capture those moments that […]
Questions From Operators: Employee Engagement
Q: How true is this statement? “Employee Engagement is something all organizations need, but it is tricky to tactically execute.” A: “…tricky to tactically execute…” : It’s […]
People: Massimo Bottura
Massimo Bottura: “I have a test that I do with my chefs—it’s called “Who Are You?” You have to express yourself in an edible way—or even in […]
The Myth Of Retention
“One of the biggest myths is that we have a retention problem.”
TOH: Delusional Process Management Syndrome
“Many of the managers I come into contact with suffer from what I call: Delusional Process Management Syndrome”
Labor Costs Double And Will Double Again
“In the past 18 months, restaurant wages have risen at double the rate of menu prices and will double yet again in the next 18 months.”
Hands-On Or Hands-Off: What Type Of Leader Is Best?
“The “hands-on” approach thinking is one of the most confused and abused phrases in management today.”
4 Really Bad Training Nuggets & 1 Good One
“Training, as it stands in most companies, is broken. It’s transactional at best and completely irrelevant at it’s worst.”
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