Tag Archives: Leadership and Management

Why Travel Advisors Matter Now More Than Ever

Insights

Travel agents – or advisors as they are now more commonly referred to – still hold a prominent place in the hospitality industry. Consumer research from the American Society of Travel Advisors reveals that half of guests are more inclined to book their trips with a travel advisor now than before. With exclusive access, connections, and insider knowledge, it’s no wonder travel advisors are sought after for the ultimate vacation experience. So, what’s the point of booking through a travel advisor ...

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Empathy Training for Staff: Teaching Employees to Read Between the Lines

Leadership, ,

It’s easy to train staff to ask, “How was everything?” Training them to recognize when a guest says “fine” but clearly means otherwise is harder. That’s where empathy training comes in — not just as a feel-good add-on but as a practical service tool. Teaching employees to spot nonverbal cues, interpret tone, and recognize patterns of guest behavior can dramatically improve the quality of service and the likelihood of repeat business. What empathy actually looks like on the floor In hospitality, ...

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7 Ways to Get Young Workers Smiling, Speaking, and Serving with Confidence

Leadership,

I was waiting in line at a clothing store when the teenage cashier leaned across the counter and whispered to her friend, who was right in front of me, “I could never be a server. I’m too scared to talk to people.” It turns out that her friend had just landed a job at a restaurant in the same mall. In that moment, I realized how real‑world social interaction can feel like a major hurdle for many Gen Zers, despite their hyper‑connected digital lives. Gen Z adults (now ages 18–26) report the highe...

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NYC’s Safe Hotels Act Sets New Rules for Safety and Labor

Industry News,

As of May 3, 2025, every hotel in New York City must comply with the Safe Hotels Act – a sweeping new law aimed at protecting staff and curbing labor exploitation. Signed in November 2024 by Mayor Eric Adams after sustained pressure from labor unions, human-rights advocates, and district attorneys, the law introduces a series of safety and labor standards, including mandatory panic buttons for staff, on-site security requirements, basic human trafficking training, and tighter restrictions on sub...

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10 Core Values To Live by From Service to C-Suite

Leadership,

Managers who express integrity, warmth, innovation, and a customer-first approach create a culture that resonates from the boardroom to the front line. However, if management enforces these values without truly embodying them, the disconnect affects every team member — and eventually, every guest. It’s no secret that core values have a profound impact on employee performance. When staff feel like they align with the company culture, they’re four times more likely to go above and beyond in their ...

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May Day Protests Remind Hospitality Leaders: Morale Matters More Than Ever

Leadership,

On May 1, hospitality workers nationwide joined coordinated protests calling for higher wages and stronger workplace protections. Organized by labor unions and other organizations, these demonstrations marked International Workers’ Day, more commonly known as May Day – a global observance of labor rights and solidarity. In cities nationwide, hotel housekeepers, airport concession workers, and restaurant staff rallied alongside union leaders and community organizers. While slogans and demands var...

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A group of business employees enjoying pizza during a casual lunch break in a modern office environment. They engage in conversation, fostering relationships and boosting morale.

Small Gifts, Lasting Impact: How to Boost Hotel Staff Morale

Leadership,

Some signs of low morale are easy to spot: staff snapping at each other, bare-minimum effort, or a noticeable uptick in callouts. But more often, the early warning signs are subtle. A team member seems less enthusiastic than usual. A once-reliable employee is harder to reach. These moments matter. A small gesture at the right time can shift the tone before burnout or resentment takes hold. You don’t need a big holiday bonus or flashy perks to lift the mood. A quick thank-you note, a surprise gif...

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Guests Judge Your Brand Before They Ever Step Inside

Communication and Messaging, , ,

Call Disney’s reservation line and you’re likely to hear the phrase, “Have a magical day.” Hold music doesn’t drone on – it delights, playing soundtracks from the park’s nighttime spectaculars. Even during a wait, the brand is present, intentional, and unmistakably Disney. Guitar Center takes a different approach, but the impact is the same. Instead of a generic greeting, team members pick up the phone with: “What sound are you looking for today?” It’s a subtle but powerful reminder that this is...

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How Independent Restaurants Can Cut Costs as Tariffs Raise Food Prices

Competitive Intelligence, ,

On April 2, 2025, President Donald Trump announced "reciprocal tariffs" on a range of imported goods, sending ripple effects through the restaurant industry. From seafood and produce to packaging materials, the cost of doing business just got more expensive for independent restaurants. The news landed on operators already navigating high labor costs, staffing shortages, and tight margins. While large chains can lean on national contracts and economies of scale, independent restaurants don’t have...

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7 In-Demand Hospitality Roles for Older Workers in 2025

Leadership,

Today’s guest experience hinges on genuine, personalized service, and many hospitality leaders should be turning to seasoned professionals to improve it. The wealth of life experience and skills that older workers bring can create warm, memorable interactions (and help expand your team). According to AARP's recent analysis of the U.S. Department of Labor's in-demand job projections, the hospitality industry is seeing an influx of roles that are well-suited for older workers. Out of the 25 jobs o...

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