Build The Second Dictionary
Transaction is the setting your operation came with. Taking the other road requires vocabulary before it requires tools, and the build order runs Perspective, Product, People, Performance, Profit.
You Cannot Buy The Ceiling Back
A Guest paid and nobody complained, and on every report you own that reads as a win. It was an entry fee. The gap between producing the work and being judged for it is the cheapest instrument in commerce, and this industry has spent fifteen years buying its way out of it.
What A Designed [VoG] Actually Looks Like
Voice of the Guest is not a survey program. It is not a dashboard. It is not a…
[Transactional Arbitrage]: The Five Bets Underneath Most Restaurants
Five levers, five closing gaps, and the model that doesn’t depend on either. Most operators don’t know they’re…
What Is The Employee Experience?
Q: Who creates and delivers every single guest experience? A; The Front-line employee. Understanding this means the imperative…
The “Experience As Business” Approach: Howard Behar’s ” People First” Master Class
Operators often scoff at the idea that the product of Hospitality businesses is a "social product" inasmuch as it's not about the food and eating or the bed and sleeping.
The Difference Between Service & Hospitality
Being technically proficient is an important fundamental to master but the degree of hospitality necessary to add meaningfully differentiated value is much, much higher.