Written by Robert Reitknecht Your associates look happy on the job, but on the inside they might be wondering how much more they can take. There’s a reason why hospitality consultants like me exist and why we’re pulled in by companies of all kinds to evaluate their employee experience. From
Written by guest contributor, Sarah Dandashy Ready, set, travel! With the vaccine roll-out underway in the United States (about 40% of the country is now fully vaccinated), people are starting to look beyond their couches and are busy planning their next getaway. Americans are making the most of where they can
My passion for hospitality is rooted in my love to travel, which has been quite a challenge over the last year with the pandemic. Each year I look forward to attending different industry events, with the International Luxury Hotel Association (ILHA’s) annual INSPIRE Summit being at the top of the list.
Renowned jazz musician Duke Ellington once said that “a problem is a chance for you to do your best.” I believe hotels have a massive opportunity to take the upheaval caused by COVID-19 and revolutionize how they do business for future success. This situation isn’t merely something we should endure until
It wasn’t long ago that I found myself living in a new city across the country wondering what my next career move would be. Back in February, I had decided to take the plunge and relocate for a dream job at a renowned luxury hotel company. I had just completed the
“I used to believe that culture was ‘soft’ and had little bearing on our bottom line. What I believe today is that our culture has everything to do with our bottom line, now and into the future.” – Vern Dosch, author of Wired Differently I’ve been thinking about this quote in
Every hotel company has policies and rules to ensure consistency in guest service, yet many struggle to deliver consistently across the guest experience. There needs to be consistency in the guest’s end-to-end experience with a property – beyond the front desk, across all departments and lines of business. How can a
In my 30+ years of working in hospitality, I have never seen anything like what’s currently happening due to the global COVID-19 pandemic. We’re dealing with rates of change never seen before across every industry. Many businesses have shut their doors, some temporarily and others unfortunately for the long-term. More than
It’s difficult to envision life going back to “normal” after the global COVID-19 (coronavirus) pandemic. It has affected every economy, country, and industry – the hospitality industry being no exception. Clearly, the main focus is and should be on containing and mitigating the disease. I deeply admire the courageous efforts of
A couple months ago, I published an article that explored the link between customer experience and employee experience. In response, one reader commented that “there is nothing new whatsoever about the recognition of the connection between employees and customers.” The only thing left to explore, this person argued, is how to
