Tag Archives: Leadership and Management

Modern urban wastewater treatment plant.Water purification is the process of removing undesirable chemicals, suspended solids and gases from contaminated water. Water cleaning facility outdoors.

What to Do When Your City Has a Water Problem

Leadership,

When guests check-in, they expect hot showers, clean drinking water, and fully functioning bathrooms. But even basic water services can’t be taken for granted in some U.S. cities. Cities like Jackson, Mississippi, and Flint, Michigan, have made headlines in recent years for contaminated or unreliable water supplies. But water issues aren't always dramatic or sudden – they can be part of a slow decline in public infrastructure. And hotel operators can’t afford to be caught off guard when water st...

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Hands of lawyer pointing at paper for businessman signing contract. Solicitor, legal advisor helping mature client to fill up document, medical insurance form, will, affixing signature. Paperwork.

Why Hoteliers Should be Paying Attention to a Lawsuit in Pennsylvania

Competitive Intelligence,

A woman has sued a major group that plans basketball tournaments in the northeastern United States and elsewhere. The lawsuit alleges that a company called U.S. Junior Nationals, which runs almost every major girls' basketball tournament in the United States, has required participants to stay at certain hotels to compete in the tournaments in which their teams were. Here’s why that matters for hotels: to some extent, backroom deals like this happen all over the United States. Pay attention to th...

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Woman hospitality manager interviewing entry-level male candidate for job opening.

What Hospitality Industry Leaders Need to Ask Entry-Level Candidates in an Interview

Leadership

Entry-level candidates aren't just college-aged people; you might meet them from any number of walks of life interested in the hotel business. People in the United States and abroad have plenty of ways to spend their time, and if they choose to spend it working with you, it's essential to honor their endeavors by trying to figure out just how well they might make an immediate fit for your company. Whether people leave college or not, when you consider them entry-level, there are certain pieces o...

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User gives rating to service experience on online application, Customer review satisfaction feedback survey concept, Customer can evaluate quality of service leading to reputation ranking of business.

The Power of Promises: 5 Rules for Building Brand Trust

Leadership, , ,

A compelling promise can set your business apart. When a company makes a bold commitment and consistently delivers – meeting expectations and often exceeding them – it builds trust. Some brands have mastered this art:

1-800 Contacts: With their "Gajillion Percent Promise," this virtual one-stop contact retailer boasts an unwavering dedication to satisfaction. Dealing with their customer service team is a dream. Steak 'n Shake: The original slogan, "In Sight, It Must Be Right," showcased transpa...

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Young barista female hiring senior, elderly, 60s pensioner worker working in cafe bakery small business shop, two waitresses women standing behind coffee counter using technology cash register machine.

Starting Over Again: Why the Service Sector Should Embrace New Hires with Long Resumes

Leadership,

A friend of mine who has a bachelor’s degree, a list of stellar references, and years of leadership experience under her belt can’t get hired. Anywhere. Despite her impressive resume, she has spent months searching for a job as a bartender — a job she enjoyed and had success with during college. Every interview ends the same: “You’re too experienced for this job. We can’t pay you what you deserve.” Yet, she insists she will accept the pay rate as advertised. It’s frustrating to see such talent b...

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Young woman looks upset while colleagues talk politics at work.

How Hospitality Managers Should Handle Political Discussions at Work in 2025

Leadership, ,

The 2024 U.S. election cycle was one of the most divisive in modern history, and its aftermath continues to stir intense discussions in workplaces across the country. For hotel and restaurant managers, handling political conversations among employees has never been more challenging. Striking a balance between fostering an open environment and maintaining workplace harmony is critical. Why it matters Political discussions in the workplace can quickly escalate into heated arguments, affecting team...

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Las Vegas, NV, USA 1-18-2024: Scenes from PPAI Expo. Many booths line up advertising their promotional products. PPAI Expo is the largest promotional products trade show in North America.

Why you Should get Involved the Local Hotel Association

Guest Experience News, ,

Local, state, and national hotel associations exist to share resources, and they can provide many benefits under the right circumstances. Sometimes, a hotel leader might unknowingly miss out on those benefits even as their competitors enjoy them. At any rate, you want to ensure that you have exhausted every resource to position your business best in the community. That could mean a bi-monthly meeting with other hotel leaders and government personnel. Given how many different sectors of the econo...

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Smiling female hotel receptionist in a hallway looking at camera.

Transform Your Hospitality Team with These Leadership Hacks

Leadership, ,

Hospitality managers are the backbone of the service industry. Whether overseeing bustling restaurant kitchens or coordinating guest services in a hotel, managers must be dynamic leaders who inspire their teams while maintaining exceptional customer service standards. But with high-pressure environments and ever-changing demands, how can hospitality managers stay ahead? At its core, effective leadership in hospitality is about emotional intelligence, problem-solving, and leading by example. Acco...

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Low Angle View Of Happy Restaurant Staff Standing Against White Background.

How to Connect with 4 Different Personality Types on Your Service Staff

Leadership

The way staff engage with guests can make or break the guest experience. Likewise, how you engage with your team impacts their motivation and performance. However, a one-size-fits-all approach won’t work for either group. Connecting with each employee takes time and effort. It requires a customized plan of action based on how that individual perceives the world around them. Understanding personality types allows leaders to:

Assign roles that align with individual strengths. Address potential co...

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A sign directing people who are homeless or vulnerable to a warming center set up to provide shelter form the cold weather in winter.

What to Consider When Your Hotel is a Warming Center

Best and Worst Practices,

Much of the United States can expect frigid weather amid part of the calendar year, and in recent decades, some cities and counties have turned to the hotel world to help citizens battle the cold. The term warming center applies to a place that people can go to get warm immediately, and the idea is that a local government will establish them before a series of particularly cold days. A brief history of warming centers Warming centers go back decades  — perhaps as far as World War 2. The city of ...

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