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...
![What A Designed [VoG] Actually Looks Like](https://physics.jeffreysummers.com/wp-content/uploads/2026/08/Depositphotos_421424488_L.jpg)
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 case-management workflow. It is not a review-response protocol. It is not a composite score, a sentiment cluster, or a trendline against a...
![[Transactional Arbitrage]: The Five Bets Underneath Most Restaurants](https://physics.jeffreysummers.com/wp-content/uploads/2026/08/6.png)
[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 running an arbitrage.They think they’re running a restaurant.But if you strip the floor away and look at what’s actually generating the money, what...
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 the employee first. so that they will create a meaningful and differentiated experience...
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.
