Restaurant Job Resource - Hospitality Performance News

We in Hospitality are at a very interesting juncture. Everything has changed - our market, our business model, our guests, employees - really soup to nuts. Let’s take a look at the big picture, where Hospitality currently operates and a new way of thinking about our business.

We in Hospitality are at a very interesting juncture. Everything has changed - our market, our business model, our guests, employees - really soup to nuts. Let’s take a look at the big picture, where Hospitality currently operates and a new way of thinking about our business.

We in Hospitality are at a very interesting juncture. Everything has changed - our market, our business model, our guests, employees - really soup to nuts. Let’s take a look at the big picture, where Hospitality currently operates and a new way of thinking about our business.

Your fiscal reality is grim, and it is time to be innovative.

What a climate we all worked in this past year, many sectors tasting recovery and revenue boosts, while others saw swift demise or grappled with debt.

That’s right, you will slip, skip and slide (even skid) as we move further into the recovery. The taste of the upswing has been tantalizing, but the path is still strewn with obstacles and challenges, as we pursue that ascension into economic recovery.

Well, if you are the only game in town, and your locality is in the middle of nowhere, the fact that 33% of your Customers do not really care one way or another about your business probably does not matter much to local management. Some Casinos do have a 'captured audience', but most do not, and they very much need to be attentive to their Players and the Casino Experience.

I want it my way, and this is what that looks like. Will this be the next step in the Hospitality evolution? The restaurant sector has played around with this a little – from Wendy’s and to Fuddrucker’s building your own burger. Buffet tables have always been a favorite – no portion control and heaps of your pleasures.

The rest of us in Retail and the service industry have it easy. We say visit our shops, dine with us, spend a night, give us a call, enjoy a round of golf, try this on, watch your favorite team and so on. We have that moment to WOW, a specific short window to make the Experience memorable. We are oriented to the moment - orchestrate the one meal, present the goods, address a particular problem, conduct the tour, etc. We also have the chance to recover from a lapse – a lapse of attention, service, and credibility.

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 on our expertise, particularly with an emphasis on Customer Service. However, we still owned the distinction, and it rang throughout our Brands.