Whether you use the idiom left hand versus right hand, up versus down, positive versus negative, or my favorite, glass half-full versus half-empty – you understand that there are two perspectives for any situation. If […]
I have the privilege of serving many Tribal casinos and when asked to help them improve their hospitality service, I find myself trying to solve two different problems as one. Let me explain … Defining […]
I get it … COVID-19 created a whole new set of challenges for our business, and in order to be open, certain safety requirements were implemented. You had to add sanitation stations, plexiglass partitions between […]
We’ve all heard it before … “Jasmin didn’t do her side work!” “Richard isn’t pulling his weight!” “Carolyn always gets the good tables!” So, whose fault is it? IT’S MANAGEMENT’S FAULT! Absent proper standard operating […]
COVID-19 and the mandated rules of social distancing and cleanliness have certainly impacted our lives this year. No one could have predicted the changes in our lives due to this pandemic. Hospitality has been hit […]
With health agencies like the Centers for Disease Control and Prevention and the World Health Organization advising people to avoid close contact with others and crowded spaces, safety protocols are particularly vital for indoor entertainment […]
Shutting Down and Reopening is Not Enough The hospitality business must evolve in order to survive. Shutting down now and just re-opening when the crisis is over will not be enough, assuming you even have […]
“My room has everything I want and so much I don’t want – it’s no wonder that the room costs so much per night” Quality properties have anticipated every guest’s needs by having the perfect […]
Or, EW … that’s gross! But thanks for cleaning it up! Did you ever wonder how and by whom the place you are in gets cleaned? Some properties make it seem so effortless, while others […]
A compelling reason to clean up your act… When it comes to casino properties outsourcing their linen and laundry service or making the capital decision to handle it on-site, there are several factors to consider: […]
Expanding your guest base through tribal breweries, unique food outlets and more Einstein’s definition of insanity, as modified for this purpose, states that “a casino hoping to engage and energize their existing base, while attracting […]
How to avoid costly building errors impacting guest satisfaction Designers – design. Architects – draw. GCs – build. Owners – own. Operators – operate. Controllers – control. The truth is that each of these players […]
Drive more play in your casino through yield management Rooms as a tool to increase play in the casino is becoming critically important as operators maximize rates based on demand and measured against player worth […]
Are you winning or losing your guests through your best intended efforts? You’ve added technology, amenities, flavored water at check-in, and a Starbucks in the lobby – so why are you losing guests to the […]
Fine … but why do you have dog on your menu? Creating menus that are exciting and fresh for our guests is a constant focus of most Chefs and F&B Managers. As they evaluate their […]
Guest service around the globe I have been fortunate enough to be able to travel overseas and throughout the United States this last year, and I have discovered that there is a common language we […]
Financial Review In this series, we have covered SERVICE, LABOR, MENU & FOOD PRESENTATION, COSTING & WASTE as areas of focus by Food & Beverage Directors and professionals determined to improve or fine-tune their operation. […]
If you can’t measure it, you can’t improve it So far in this series, we’ve covered SERVICE, LABOR, and MENU & FOOD PRESENTATION in improving your food and beverage operation. Proper COSTING and WASTE control […]
Menu and Food Presentation So far, we’ve covered two parts of this five-part series, SERVICE and LABOR. Today for part III, we will be covering MENU and FOOD PRESENTATION. When we evaluate a restaurant, the […]
The “labor” factor In ‘Part I” of this five-part series, I spoke of how SERVICE was the start of our focus in improving your food and beverage operation. This second part will ask some important […]
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