Tag Archives: Leadership and Management

How to Target and Fix the Major “Pain Points” in Your Business

Leadership

When a structure is under pressure, the weak spots will be the first to bust, and everything will come down with it. A business is much the same, so eliminating those weak spots can save it before too much damage is done. Every company faces its own unique set of issues, but the best place to start is by examining common problems. Any business is built up from its employees and customers. Focusing on issues affecting company culture or brand recognition will save companies from the pain of busin...

Enter your email below to access this content:

Already a subscriber? Please login

Guztavo Sanchez and team at Hotel B Unique in Cozumel, Mexico.

Gustavo’s Secrets to Leadership and Service Excellence

People

Gustavo Sanchez started in an entry-level position. He now manages a team of 40 people. But like a coach of soccer, his favorite sport, Sanchez learned to lead. The Director of Food and Beverage for Hotel B Unique in Cozumel, Mexico, tells GEM Journal how he learned to coach a team. His secret to success is a culmination of lessons learned from nearly two decades of working from the bottom to the top. “The secret is starting off in a lower position,” Sanchez tells GEM Journal. “Knowing how peopl...

Enter your email below to access this content:

Already a subscriber? Please login

Do Tattoos Matter in the Workplace Anymore?

Leadership

Although it isn’t as common as it used to be, it isn’t unusual for employers to have a policy on tattoos. Some workplaces ban visible tattoos. Others won’t hire people with them. Unfortunately, these practices are still in place despite being discriminatory and outdated. Tattoos used to have a negative connotation and were associated with criminal behavior. Attitudes are changing, though, especially amongst Millennials and Gen Zers. Rice University conducted two separate studies that showed whet...

Enter your email below to access this content:

Already a subscriber? Please login

The Service Industry Needs Financial Education Now More Than Ever

Leadership

Many workers in the hospitality industry deal with fluctuating – or variable – income. Mismanaging unpredictable pay can lead to high levels of debt, increased stress, and poor performance at work. A recent survey of 1,400 workers conducted by financial wellness platform BrightPlan reveals that employees lose “7 hours of productivity each week” because of worries over personal finances. In that same study, more than 8 in 10 Gen Z employees report feeling “stressed about their financial situation...

Enter your email below to access this content:

Already a subscriber? Please login

Serious man showing booking information on smartphone to manager at hotel reception.

How Hospitality Teams Can Defuse Meltdowns Without Making a Scene

Communication and Messaging,

Do aggressive guests always shout? No. Sometimes, it’s a sigh or a gesture or a comment whispered loud enough for others to hear. And in this business, it can be inevitable. Using emotional intelligence and conflict resolution skills, you can de-escalate the situation before it gets out of hand – and noticed by other guests. Before we get into the nitty gritty, here are a few high-level tips:

5 Phrases That Can Irk Unhappy Guests (and What to Say Instead) Empathy Training for Staff: Teaching Em...

Enter your email below to access this content:

Already a subscriber? Please login

Staff member of excellent hotel is messaging and browsing internet, reading positive information over studio background. While using telephone, bellhop is acting lively and skilled.

What Happens When Guests Treat Staff Like Influencers?

Insights, ,

Guests are blurring the line between customer and follower. For frontline staff, being kind and professional now sometimes means being filmed, tagged, or DMed. What may seem flattering at first – a compliment, a selfie request, a social media mention – can quickly add pressure, erode privacy, and open the door to inappropriate behavior. Today’s guests aren’t just interacting with hotel and restaurant employees as service providers. They’re treating them like content creators. For frontline staff...

Enter your email below to access this content:

Already a subscriber? Please login

Stewardess at the bar counter in airport cafe

Why Restaurants are Hiring Former Flight Attendants

Leadership, , ,

When turbulence hits 30,000 feet, flight attendants don’t flinch – they reset coffee service, soothe anxious passengers, and manage emergencies with calm authority. That same skill set translates surprisingly well to restaurant floors, where dinner rushes, guest complaints, and short staffing demand quick thinking and composed service. As the airline industry continues to reshape its workforce post-pandemic, with cuts, consolidations, and early retirements, former flight attendants are transitio...

Enter your email below to access this content:

Already a subscriber? Please login

storm on the beach, heavy tropical rain in tourist hotel resort, bad weather.

Extreme Weather is Changing the Check-In Script

Best and Worst Practices,

For years, climate change was viewed as an operational issue – something for engineers or insurance providers to concern themselves with. However, the impact of extreme weather is now being felt at check-in. When heat waves close hiking trails, floods cancel excursions, or wildfire smoke affects air quality, it’s frontline workers – not just general managers – who are left to explain, redirect, and reassure guests. And many are doing so without much formal guidance. Frontline roles in climate re...

Enter your email below to access this content:

Already a subscriber? Please login

Multi ethnic colleagues enjoying a coffee break, engaging in lively conversation and building teamwork in a modern office setting, creating a relaxed atmosphere for connection and collaboration.

Reimagining Staff Break Rooms as Culture Builders

Leadership,

Hospitality leaders spend a lot of time perfecting front-of-house details—from signature scents to mood lighting. But lately, more attention is being paid to the spaces that only employees see—specifically, break rooms. As staffing challenges persist across the industry, operators are reevaluating what these behind-the-scenes spaces convey about their team values. On long shifts or overnight hours, even a small lounge or break area can have a significant impact on morale, performance, and retent...

Enter your email below to access this content:

Already a subscriber? Please login

The Best Leadership Styles for the Hospitality Industry

Leadership

The way a supervisor or manager interacts with their employees sets the tone for productivity and morale. A poor leadership style can hurt your productivity just like it can boost it. According to Gallup, an analytics group, well-engaged employees have better customer service and result in 21 percent hire profitability. At least 70 percent of variations in engagement are a result of the quality in leadership. Being a supervisor is not just about overseeing tasks and operations; it's about settin...

Enter your email below to access this content:

Already a subscriber? Please login