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Best Practices and up to the minute news on Customer Experience Management and Service Excellence

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Best Practices and up to the minute news on Customer Experience Management and Service Excellence

Tag Archives: Leadership and Management

Management Impacts Team Productivity in Hidden Ways

May 29, 2026LeadershipLeadership and Management, operationsBenjamin Manning

Employees know it’s no secret that a manager can make or break the job, but all the ways in which they can influence overall productivity are less obvious. Many studies over the years have put numbers to the difference a great manager can make. Stanford reports that management practices can account for 20% of variation in productivity. What these generalized statements often fail to note is where exactly the disparity comes from; what exactly makes one manager so much more effective than another...

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Five Ways Hospitality Companies Can Protect Customer Trust When Closing Locations

May 18, 2026Communication and MessagingCommunication, gyms, Leadership and Management, operationsEvan Wechman

Two days after joining a local fitness club that was part of a larger national chain many years ago, I arrived early in the morning ready to restart my fitness journey. I signed up with the club because, although it was more expensive than some competing gyms, it had a reputation for customer loyalty and strong service. I was therefore shocked when I arrived and found the front doors locked and chained, with only a short handwritten note explaining the location was permanently closed. The next f...

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Nearly Half of Women Hotel Leaders Report Gendered Leadership Expectations as Barrier to Career Growth, Study Finds

April 2, 2026Leadershiphospitality, Leadership and ManagementKristen Grau

Despite women filling half of entry-level hospitality roles, less than a quarter of them hold top leadership positions, according to a recent study of women hotel leaders. Addressing the systemic barriers women face in the industry, respondents reported, can help close that gap. The Leadership Reset, a study co-conducted by the women-focused hotel news site Hertelier and Forbes Travel Guide, found that the biggest obstacle women faced in advancing their hospitality careers were gendered expectat...

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The Why and How of Inter-Business Relationships

March 26, 2026LeadershipLeadership and Management, marketing, operationsBenjamin Manning

A business would be out of operation without its most important type of relationship: clients. But behind the scenes, inter-business relationships are a huge driver of success. Managers have to keep many key relationships in mind beyond clients, guests, and other types of patrons. Parties with stakes in the company, such as shareholders, need to be considered in big decisions. Partners like developers and suppliers must also be respected. Competitors and businesses in adjacent industries can be ...

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Restaurant Industry Still an ‘Economic Powerhouse,’ Despite Struggles

February 26, 2026Insightsemployment, Leadership and Management, operations, restaurantsKari Williams

Despite a more hesitant customer base and hiring challenges, the restaurant and food service industries could exceed $1 trillion in sales and add more than 100,000 jobs in 2026, says a new report from the National Restaurant Association. The projections suggest an industry regaining some footing after a year marked by softer traffic and profitability strain. While operators express cautious optimism about sales growth, many remain focused on controlling costs and navigating continued labor chall...

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Analysis: Casino Job Openings Remain Stagnant, but Aren’t Disappearing

February 25, 2026Insightscasinos, employment, Leadership and Management, operationsKari Williams

Casino and gambling industry employers won’t be rolling the dice on job growth any time soon. But workers themselves could still win big if they bet on the right occupation. A new Oysterlink analysis of U.S. Bureau of Labor Statistics data found that employment across the casino and gambling industry will remain roughly the same through 2034. “Looking only at total job growth misses the bigger workforce story,” said Milos Eric, co-founder and general manager of OysterLink, a hospitality jobs pla...

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5 Frontline Hospitality Roles Driving Hiring Demand This Year

February 6, 2026Industry Newsemployment, Leadership and Management, operationsKari Williams

From delivery drivers to cooks, cashiers and baristas, jobs that directly affect guest experience are expected to be the most in-demand for the hospitality industry, according to new research. OysterLink, a job platform for restaurant and hospitality professionals, gathered and analyzed nearly 180,000 hospitality job listings posted on its site in the fourth quarter of 2025. Across restaurants, hotels, food service and other hospitality-related industries, the Top 5 roles are largely entry-level...

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Community Building Practices for Every Organization

January 30, 2026Emotions, Perceptions, Feelingsemployment, Leadership and Management, professional developmentBenjamin Manning

What if you had the power to increase the lifespan of your clientele? In a way, you do – we all do. A survey cited by Harvard of older adults found that the more frequently they socialized, the longer they lived. The Centers for Disease Control lists the benefits of social connection as lower stress, better sleep, and a longer, healthier life. And if the health benefits aren’t convincing enough, a focus on community can increase profit, too. Happier employees leads to less turnover and less spen...

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5 Ways Hospitality Providers Can Attract More Applicants

January 9, 2026Leadershipemployment, hotels, Leadership and ManagementEvan Wechman

With long hours and low wages, hotels are finding it difficult to attract qualified applicants to take on many of their positions. In a report by the American Hotel &Lodging Association (AHLA) 65% of hotels surveyed noted labor shortages. Seventy-one percent of the hotels said they had job vacancies that they were unable to fill despite active searches. On average, hotels are attempting to fill six to seven open positions per property. Though a majority of hotels are offering higher wages th...

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Top Leadership Qualities in a Turbulent Economy

January 2, 2026LeadershipLeadership and Management, operationsBenjamin Manning

Management style may not be one-size-fits-all, but having the right mindset is crucial for success. There’s no debate on the impact of a great manager. At the store level, an individual manager accounts for as much as 35% of the variation in productivity, as reported by the Chicago Booth Review. When examining workers in technology-based service jobs, Stanford Business reports that replacing a poor-performing boss with a high-performing boss increased productivity by 12%. It can be hard, however...

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