Finding the Invisible Guest

Finally exhaling after arduous travel, the guest gets a surprise snack. Management gets a real conversation. These are the simple, bilateral benefits of a...

Bedroom Baristas

An episode of the IFC television series Maron finds caffeine-seeking comic Marc Maron asking a barista for iced coffee. The purist barista tells him...

Strategies for Service Success, Part One

It takes knowledge, skill, awareness, and creativity to be a great server. Below are some insights to get you to the winner’s circle. Know your...

Equal Opportunity

As more states make same-sex unions legal, giving marriage equality, many businesses with a stake in weddings are looking to the segment as a...

From the Board: Blurred Lines

The business of hospitality profitability is becoming increasingly competitive. With smaller operators flooding the scene, the larger operators are under more scrutiny than ever...

From The Board: A Winning Mentality

The root of any successful business model lies in getting back to the basics with a solid understanding of the key disciplines essential for...

Give Room Service a Fighting Chance

There’s a galaxy of critical touch points that determines the quality of an in-room dining experience. Value-deflators can include unkempt uniforms and shoddy equipment,...

Give Room Service a Fighting Chance

Despite the controversy over the value of room service, it’s still a key differentiator for full-service hotels. So, if you’re staying in the game,...