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Hotel Sales Staffs Are Blowing Business
Memo to Hotel General Managers: Here’s what’s wrong with ALL your sales operations, which are apparently the result of some cookie-cutter approach from before the Civil War. I’ve contacted seven hotels in New York City in the past month to run two-days of programming in September. This is the inevitable and consistent sequence that follows: … Continue reading »
13 Steps To Building A Better Guest Experience Dashboard
Map out your current marketing position and any existing strategies and tactics in use. Map out your target market. Map out your point(s) of differentiation. Build your story. Map your current experience from every guest and staff touchpoint, guest and staff perspective as well as every line item on the P&L. Measure your current guest … Continue reading »
17 Restaurant & Hotel Leadership Best Practices
We’ve been talking a lot lately about Leadership so here are my top 17 hottest best practices. One-On-Ones: The best tool that gets the best results for our clients is the 5-minute, “One-On-One” utilized with EVERY employee, EVERY day. We Coach them to pick one employee every day to sit down and have a one-on-one … Continue reading »
Budget’s Last Rental Car Scheme
I recently had to make an emergency trip to my parents home for a family medical emergency. And basically out of habit I booked my rental car as I usually do using my corporate rate with Budget. I’ve used Budget for years for my personal and professional car rentals including everyone who works with me … Continue reading »
The 5 Basic Rules of Calculating Fan/Follower Value
A question that routinely comes up in social media circles is what is the value of a Facebook fan? (The question also applies to the value of a Twitter follower, YouTube subscriber, email recipient, etc.) Invariably, whenever the question is asked, some mathematical savant – typically a self-professed digital alchemist – produces a proprietary algorithm that has … Continue reading »
Restaurant Entropy: A BJ’s Brewhouse Experience
All of your systems and processes should generate an experience greater than any one of the parts. From the greeting at the door to the check and beyond. Unfortunately, this particular immutable law of social experiences works just as good when it’s a bad experience – probably more so. Case in point. Today, after making … Continue reading »
