Restaurant Industry News - Features

Every once in awhile an author’s think-piece hits the bulls-eye. A recent article by Elizabeth Green titled ‘Building a Better Teacher’ (New York Times, March 7, 2010) does just that. But what does this have to do with hospitality? Actually, it’s a no-brainer. - More

Many in the Hospitality Industry felt they knew everything about the Customer Experience. Even the very definition of Hospitality percolated with terms like care, attention, excitement, relaxation, special, nourishment for the body, soul and spirit – all oriented to that special cachet, which was ours alone. And, others started to borrow ... - More

Why we’re neglecting a vital element of effective brand stewardship to drive customer loyalty - More

The first sign of the times, you ask? Perhaps it was back in 2006 when Ritz-Carlton looked in the mirror and realized that 'Ladies and Gentlemen serving Ladies and Gentlemen' didn’t exactly apply to a 32-year-old CEO in jeans and a t-shirt. In a nod to the changing demographics of those who consumed 'luxury,' Ritz loosened up a bit, recognizing ... - More

Do your employees really know what’s going on with your company? And don’t be worried that they can’t handle the truth. Bestselling author Quint Studer offers some convincing reasons to create a culture of transparency - starting now. - More

Ego aside, what do you think your reputation is in the marketplace? It really does not matter what you believe; it does matter what everyone else does. - More

James Kavanaugh once suggested that there are 'those too gentle to live among the wolves'. I hope this is no longer true in today's organizations. I believe that the 'wolves' have had their day and need to make way for a new breed of manager: The Gentle Leader. - More

Re-cap of presentation 'Critical Email Prospecting Strategies for 2010' - More

Avatar is a 3D Box Office Hit - so is 3D Service! Introducing ..A New Dimension in Service Excellence! Take Your Service to the next level! - More

Today's employees need to manage their own careers and proactively seek resources such as coaching to achieve desirable outcomes. Personal branding is a strong component of this process, and one that promotes employability and self-confidence. - More