These are the men of Hospitality performance art, and every company needs someone in this role.

We have a barn burner going right now, where Applebee’s Bartenders and Servers (some 5,500 employees) feel that they have been short changed on their hourly rate based upon work performed.

'Tis the bane of lounges, taverns, clubs and dining establishments – 'Carding' your Guests and Patrons to insure they meet the legal requirements for purchase and consumption of alcoholic beverages.

Sometimes our vision just gets lost in translation. We know what is right and expected.

Talbots, Inc., the upscale Retailer, has just announced the retirement of its CEO, Ms. Trudy F. Sullivan. Sadly, she could not reverse their marketplace slide in her four plus years of tenure. So, let’s give her a $5 million good-bye package

It has always been about the Guest Experience and the ability to differentiate. The Chain restaurants usually have the edge. We may bemoan the homogenization, the lackluster façade and ambiance, and the uninspired product and service, but the Chains have consistency, a known and familiar product, and usually an absence of surprises — the experience anticipated will usually be met. Such is the reality and the challenge to Independents.

One must be very careful with any analysis of a Destination area or location, for all are having less of a year than before.

Literally, that is what happened at a Taco Bell in Elkhart, Indiana. Reportedly, a Ms. Amber Harvey was refused service at the drive thru window, because she was driving her wheelchair rather than an automobile. T

It does not take a wizard to understand how difficult it is today to finance a new endeavor, particularly, one on the small side, like a restaurant or retail store.

Customer Satisfaction surveys and scores have always had a relationship with revenue, more amorphous than real, actual, touchable results. We believe that better scores indicate better performance and, ergo, expect better financial results. If we satisfy our customers, they will spend more, shop at our stores more frequently, return to our restaurants and book more hotel rooms. So, if our Scores go up by some percentage, we should see our revenue increase, as well. The model works most of the time, but it is hardly exact.