Over the past year, I’ve noticed a dramatic improvement in the average quality of written communication among many of the team leaders and managers I mentor —particularly those with English...
Entry-level employees often form the frontline of the guest experience in hospitality. Whether in hotels, restaurants, resorts, or event venues, these team members handle daily operations, interact directly with customers,...
Procrastination can feel like an invisible wall between intention and action. Fortunately, moving beyond it doesn’t require drastic overhauls, but rather smart, simple systems that lower resistance and create momentum....
Investing in leadership development training is a smart move for any hospitality business. However, to ensure the best return on investment, you must take a structured approach before, during, and...
If you’re in expansion mode, starting new venues, increasing the capacity of, and/or altering an existing venue, you may need to bring in expertise that’s missing in your current leadership....
The hospitality industry has witnessed a significant shift toward automation, driven by advancements in technology and the demand for convenience and efficiency. Automated systems, from self-check-in kiosks and mobile apps...
I’m a firm believer in the importance of gathering customer feedback. We strongly recommend that all our hospitality clients implement an independent mystery shopper program to track customer satisfaction. However,...
This excerpt from James Lavenson's Think Strawberries: Everybody Sells speech, is essential reading for anyone on a mission to foster a healthy service-oriented sales culture in their hospitality business. Lavenson...
In 2024, Australia introduced new Fair Work laws that make it a criminal offense for employers to allow or overlook bullying, harassment, or intentional wage underpayments. These reforms represent a...
Imagine how much stress could be avoided at work, if everyone around you did what you want, to the agreed standard, within the agreed time frame without fuss, confusion, resentment...