The Restaurant Helix Why 90 of Operators Quietly Fail
The restaurant helix has always been running underneath your operation. Most operators have never been told it exists.…
Relational Hospitality
Not a technology. Not a data strategy. Not a luxury hotel concept. A human framework for the independent…
[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…
The Twelve Laws of the Guest Experience
Your Guest has already decided. Not after the food arrived. Not after the check. Before the server said…
What Is The Employee Experience?
Q: Who creates and delivers every single guest experience? A; The Front-line employee. Understanding this means the imperative…
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…
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."
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 “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.
About The Guest
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (Gx) is defined, not yours.