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Beyond the Script: Rethinking Hospitality Service Standards Category: Process Improvement By: Pablo Pascuali I didn’t learn hospitality in a classroom. I learned it behind the front desk, on the drive, and at the bell stand. I’ve worked early mornings, late nights, sold-out weekends, and plenty of short-staffed shifts. After more than 15 years in this
Read MoreRevenue is up; expenses are down. Everything is great, right? So, why is my team unhappy? Category: Process Improvement By: Jeremy Worthen When implementing process improvements, it can be easy to forget about the impact it has on the people involved. Even for seasoned senior leadership, these impacts can be unforeseen or not be understood
Read MoreThe Green Laser Moment Why the Right Tool Changes Everything Category: Process Improvement By: Daniel Hammer Last year I decided to install cabinets myself in my laundry room. I had done small projects before, hung shelves, replaced fixtures, the usual stuff. But weight-bearing, wall-mounted cabinets felt different. The stakes were higher. Get it wrong and
Read MoreThe Hidden Cost of Bad Hotel Tech Stacks Category: Process Improvement By: Stan Gershkovich Hotel technology is something we often take for granted—both as operators and as guests. When everything works, it’s invisible. Reservations flow in, guests check in seamlessly, charges post correctly, and reports more or less make sense. But behind the scenes, very
Read MoreThe Art and Science of Hotel Labor Efficiency Category: Process Improvement By: Stan Gershkovich Most hotel operators have experienced the same moment. You walk through the lobby during a busy arrival window and notice the line forming at the front desk. A few guests are waiting, a phone is ringing, and someone in line looks
Read MoreWhen ‘No Rules’ Feels Authentic Until It Doesn’t Category: Process Improvement By: Dan Hammer One of the first restaurants I ever worked in was a family-owned diner. The combination of great food and a ridiculously friendly owner meant that over two decades the restaurant had grown beyond its original footprint. It was just big enough
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