Archive for July, 2014

Service Excellence From The Inside Out

How do you define service excellence in your company? Here’s how you can judge if you have the right corporate culture in place to facilitate greatness. It seems like there has been a lot of chatter recently about the service priority and why service is the difference maker. Or maybe this is just my imagination […]

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A Food & Beverage profitability road map

Food and beverage is an area of hospitality that I consider integral and yet it comes with a lot of unpredictability. That’s why it’s always good to hear from current and former F&B Directors to decipher how they managed and succeeded in this volatile field. To this end, I’ve recruited Sean Handerhan – a former […]

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Service, Profit or Both?

Here’s how to balance that fine line between customer satisfaction and making money. Most commentary on service excellence expresses some or all of these themes: exceeding customer expectations, anticipating guests’ needs, being responsive, creating the impression that someone cares, memorable moments, the difference is service, and so on. I couldn’t agree more, but it is […]

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