Tag Archives: Leadership and Management

Tips, receipt and croissant on wooden table, closeup.

National Restaurant Association: Lack of Pennies Could Cause ‘Chaos at the Point of Sale’

Industry News,

The United States minted its last penny on Nov. 12. Meanwhile, restauranteurs and entities that still handle a decent amount of cash transactions could see “chaos at the point of sale” as the coin’s use decreases. In the restaurant industry, which completes more than $1 trillion in sales annually, “many restaurant operators are rounding down” in lieu of exact change, according to the National Restaurant Association. But using this approach for an extended period of time could cost restauranteurs...

Enter your email below to access this content:

Already a subscriber? Please login

Businessman in formal attire standing in modern office environment holding a tablet. Smiling while looking at camera in an organized office setting.

Black Representation in Hospitality Leadership Below 10%, Analysis Finds

Industry News,

The hospitality industry’s leadership does not accurately represent the diversity of its workforce—particularly when it comes to Black professionals. OysterLink, a hospitality jobs platform, recently analyzed U.S. Bureau of Labor Statistics data and found that the number of Black workers in leadership roles decreased from 11.3% in 2022 to 9.5% in 2024. “Black representation in management has barely moved in five years,” Milos Eric, co-founder and general manager of OysterLink, stated in a news r...

Enter your email below to access this content:

Already a subscriber? Please login

Group of multinational business people having a conversation in a lobby.

One-On-One Meetings Elevate the Whole Team

Leadership,

Customer satisfaction is in the hands of customer service representatives. Associates must be up to the task, and proper guidance is paramount. Relying only on scheduled group meetings can be less effective, as there’s inadequate time to give personalized feedback, and recollection of mistakes and successes will be fuzzier. Instead, having one-on-one time with employees and reprimanding or celebrating occurrences immediately will make it more memorable and meaningful. It’s a manager’s duty to he...

Enter your email below to access this content:

Already a subscriber? Please login

Recruitment, people and queue in waiting room for job interview, hiring or legs on chair in line. Group, lobby or scroll phone or tech in human resource office with resume, info and opportunity.

How Hospitality Leaders Should Hire for Guest Experience

Leadership, ,

When guest experience breaks down, it is rarely because someone lacked technical knowledge. It fails when the person facing the guest does not have the judgment, empathy, or motivation to act in the moment. For hospitality leaders, that makes hiring one of the most consequential decisions they make, not just for service quality, but for culture, loyalty, and long-term performance. “For me, the way I successfully led hotels to profit was always through hiring,” says Peter Ricci, who leads Florida...

Enter your email below to access this content:

Already a subscriber? Please login

College, graduation and portrait of student man outdoor with friends for ceremony or event together. Diversity, education and success with happy graduate on academy campus for development or future.

How to Spot the Next Generation of Hospitality Leaders at Your Local University

Leadership, ,

Recruitment too often for hotels means standing around at some career fair for a few hours while timid students approach or don’t. Instead of rifling through a slew of resumes, you can do some work beforehand to find students you think would be a good fit. Hospitality has a longstanding issue with recruitment, and the pandemic exacerbated it, one James Madison University researcher found. The industry is also relatively unique in that managers can play a heavier role in hiring and making decisio...

Enter your email below to access this content:

Already a subscriber? Please login

Hospitality Boss Managing Store Team At Coffee Shop Or Restaurant.

Good Bosses Build Better Hospitality Careers

Leadership, ,

When Burak İpekçi got his start in hospitality, he didn’t choose the job – the job chose him. The then-20-something was hired as a concierge instead of the front-desk supervisor role he applied for at the Hilton New York. It turned out to be the best twist of fate of his life. Now General Secretary of Les Clefs d’Or International, İpekçi has spent more than 25 years mentoring concierges around the world. His advice to young professionals entering hospitality: pick your boss, not the brand. A 202...

Enter your email below to access this content:

Already a subscriber? Please login

How to Build The 3 Pillars of Service Excellence Team Building

Best and Worst Practices

A staff that functions like a team can mean the difference between average and excellent service. The guest experience is strongly impacted by the way staff works together as a group. Cohesiveness and communication skills between employees – or the lack thereof – are almost always noticed by guests. To build a team that repeatedly provides excellent service to guests, management should make collaboration a fun and essential component of the work environment. Coming together as a team is not an a...

Enter your email below to access this content:

Already a subscriber? Please login

People, support and hands together for team building, company and business meeting in office. Group, employees and happy for diversity, project and cooperation for collaboration, creativity or career.

5 Pre-Shift Rituals That Ramp Up Service

Leadership

Setting the right tone before a shift can make or break the guest experience. The time before employees clock in isn’t just a transition period; it’s an opportunity to unite, inspire, and prepare your team for success. Taking even five minutes to check in and connect before service can help employees connect more with their roles. Research from the Harvard Business Review confirms that employees who practice just one daily pre-shift ritual find more meaning in their work than employees who don’t...

Enter your email below to access this content:

Already a subscriber? Please login

Multi-ethnic applicants sitting in queue preparing for interview, black and white vacancy candidates waiting on chairs holding resume using smartphones, human resources, hiring and job search concept.

Lessons from the Classroom: Crafting a Winning Leadership Curriculum

Leadership

I’ve spent over two decades in education — first as a teacher and later as a department director — writing curriculum for thousands of students. Along the way, I discovered that the art of curriculum design isn’t confined to the classroom; it’s a powerful tool for shaping the business leaders of tomorrow. Leadership programs can be game changers, driving motivation, retention, and brand reputation. Companies like Chick-fil-A with its renowned Leadership Development Program, the Disney College Pr...

Enter your email below to access this content:

Already a subscriber? Please login

The service industry requires managers to juggle praise, support, and control.

7 Ideas for Finding the Middle Ground in Management

Leadership

Unlike many other businesses where tasks can be predictable, regimented and routine, service industry employees require a unique blend of interpersonal skills, adaptability, and enthusiasm. Managers need to adapt to a unique workplace – and a unique type of worker – by striking a balance between acknowledging an employee’s personal pursuits while encouraging their professional development. Atypical hours and job demands attract people who tend to have multiple passions, and usually they want to ...

Enter your email below to access this content:

Already a subscriber? Please login