Repeat Customers Want Hospitality, Not Service

You may pride yourself on providing high-quality service, but let’s be honest, in a service industry, that just means you’re doing your job. If you want to win and retain customers you have to deliver more. Repeat customers, in particular, want to feel that they are valued – that they are more than just another… Read more »

Pros and Cons of Using Video Interviews

When you’re looking for the best people in a tight talent market, you will need to cast a wider net. One option is to interview candidates located outside your area.  The cost of bringing candidates to your location for an interview may be prohibitive for all but the highest-level positions or for anything except the… Read more »

Do You Need to Evaluate Your Annual Performance Review?

Hospitality employers sometimes wonder if annual performance reviews are worth the time and energy they spend preparing for them. What’s the payoff? They cause stress for employees and may not be an effective method for evaluating and improving performance. Is it time to reconsider your process? Timeliness. In a consumer-facing business like hospitality, it’s essential… Read more »

Focus on Talent and It Will Lead to a More Diverse Staff

Building a diverse staff is a frequent goal of leaders in the hospitality business. But how can you reach out to a broad range of people without sacrificing the high standards you have for your staff? It may not be as challenging as you think to attract highly qualified diverse talent to your hotel or… Read more »

How Do Employees Learn on the Job and Not Affect Your Service?

The hospitality industry requires a lot of on-the-job training. But guest experience cannot suffer while you are getting your people up to speed. How can you train new employees and improve the skills of veterans while maintaining your usual service standards? Training new employees People tend to learn faster by doing, especially in the hospitality… Read more »