Restaurant Industry Trends - Management

The saying goes 'a bad workman always blames his tools'. But is it always the workmen that are at fault? - More

At the opening session of the Global Alumni Forum in Madrid, SebastiánEscarrer, vice chairman of Sol Meliá SA, Wharton dean Thomas S. Robertson and Wharton finance professor Jeremy Siegel each offered different observations about the state of the global markets, the outlook for reform, and the roles that companies, governments and busi... - More

A few months ago, a colleague of mine, Rick Reilly, authored an article titled 'Process vs. Personality: Achieving Balance in your Guest Experience' that highlighted the value of establishing and training to a set of rote performance standards so that the 'art' of hospitality and service could flourish. - More

Have you ever stayed in a hotel or eaten in a restaurant where the staff and management have been so hell bent on the rules that it's impossible to get what you want? I'm sure we all have. And will we ever go back there? I doubt it. - More

If you haven’t been following the news, Hilton Hotels recently changed the point redemption values for its loyalty program, Hilton HHonors. Essentially, a free night that used to cost 10,000 points now runs 12,500 - a devaluation of some 25%. - More

People will not become great at their jobs unless they know where they are doing well, so they can keep on doing these things, and where they need to change to get a better result. For many employees it is a case of 'No new is good news', as they only get to hear if things go wrong. Have you ever worked in that type of environment? - More

An employee of the Ritz Carlton recently filed a federal discrimination suit against the hotel owner and a general manager, alleging that the hotel honored a couple's racial request to not be served by 'people of color' or people with foreign accents. - More

There’s nothing like a testimonial or referral to endorse your hotel or restaurant. Pick up any research on advertising effectiveness and you’ll see word-of-mouth at the top of the list. But they won’t say good things about you unless you meet and exceed their expectations. - More

Learn the strategic approach to scheduling which enables Best-in-Class organizations to achieve greater operational efficiencies as well as ensure higher satisfaction levels among their employees and customers. - More

Today, traveling South to Hartford, CT for brunch, I passed a lumbering semi, delivering all those special sauces, makin’s and dry goods to the many regional outlets of the world’s largest fast food company. What caught my eye was the slogan, emblazoned audaciously along the side off the truck, 'Merge Taste and Quality'. - More