Archive for Operations

Goodbye F & B! Hello F & F!!

In the good old days of hospitality, food and beverage was part of the core. Management treated the department with the lofty respect it deserved, not only in differentiating the property, but also because of the profits it delivered. The iconic hotel dining room was an important meeting place in the community it served, often […]

Read more

Crisis Communication – Real-life solutions

Canadian hotels are not immune to crisis. The Fairmont Chateau Laurier was locked down during the recent shootings on Parliament Hill. The Saint John, NB, Hilton was also locked down when an ill guest who had travelled from Africa was thought to have Ebola. child development domains Things can happen here and it’s essential that […]

Read more

Leadership mentoring – what’s most important

According to a benchmark study in 2012, US companies alone spend almost $14 billion annually on leadership development with the cost of customized offerings from top business schools reaching upwards of $150,000 per person. No one can doubt that it’s important. But molding the next generation of hospitality leaders (keeping this price tag in mind) […]

Read more

Crisis Communications – New World, New Mandate

Are you sure you know how you will handle a crisis should it arise at your hotel? Now is the time to make sure. Almost every day we watch a crisis unfold on the evening news. We review how it was handled and make judgments on how those responsible performed – good, bad or indifferent. […]

Read more

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 […]

Read more