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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: operations

Hotel Guests Aren’t as Excited About AI Concierges as Staff Members, Study Finds

March 20, 2026Conciergeartificial intelligence, concierge, Guest Experience, Guest Loyalty, hotels, operationsKristen Grau

AI is making hotel staff members' lives easier in many regards, like handling extra towel or late check-out requests — but making guests more frustrated, according to a new study. A University of South Florida study of both industry practitioners and recent hotel guests found that 81 percent of respondents said emotional authenticity was a "critical challenge." Plus, 76 percent expressed privacy and trust concerns with voice-based interactions in public settings, in particular. “Overall, hotel w...

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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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Number of Consumers Reporting Problems With Products and Services Has More Than Doubled Since the 1970s, Survey Finds

February 17, 2026Guest Experience NewsEmotions, Guest Experience, operationsKristen Grau

Customers and consumers are having more issues — and getting louder about them, according to a survey from late last year. The aptly-titled National Customer Rage Survey found that the number of U.S. consumers that reported experiencing a product or service problem in the past 12 months has more than doubled since 1976. The survey from Arizona State University's business school found that this could cost businesses $596 billion in revenue if customers continue to feel dissatisfied. "Defusing cus...

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Benefits of Seasonal Staffing for Guest Experience Managers

February 16, 2026Leadershipemployment, Guest Experience, operationsBenjamin Manning

Peak business seasons differ for every location; hotels may offer hospice to skiers looking for fresh powder, tourists wanting to see unique blossoms, or enthusiasts visiting for a local festival. Regardless, businesses must be appropriately staffed to handle the rush. Bringing on full-time team members to accommodate temporary increases in guests is costly – but so is missing out on opportunities due to understaffing. Seasonal employees are the solution for fulfilling that need. This employment...

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What Texas Roadhouse Is Getting Right in a Shaky Casual Dining Market

February 13, 2026Guest Experience NewsGuest Experience, Guest Loyalty, operations, restaurantsEvan Wechman

The casual dining sector has faced a turbulent stretch. Red Lobster filed for bankruptcy protection in 2024 after closing multiple locations, and other national brands have reduced their footprint amid rising labor and food costs. Yet not every chain is retrenching. Texas Roadhouse reported third-quarter sales growth last November and outlined plans to expand its restaurant count this year. “While the duration of these inflationary pressures remains uncertain, we are committed to running our bus...

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Making It Right Can Go Wrong – Don’t Make These Mistakes

February 12, 2026Competitive IntelligenceEmotions, Guest Experience, operationsBenjamin Manning

After dozens of uneventful trips with Amtrak, my most recent experience completely soured my view of travelling with America’s primary passenger train company. Poor customer experiences are undoubtedly costly (according to Forbes, reportedly up to $3 trillion costly). One experience can turn a customer away for good, and that can turn into a bad review that drives other customers away, too. Losing customers to competitors becomes a big financial risk. On top of that is the cost of trying to win ...

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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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US Spirits Bankruptcies Push Restaurateurs to Rethink Liquor Sourcing

February 4, 2026Industry Newsbars, operations, restaurantsKari Williams

Brewery and distillery bankruptcies aren’t a reason for restaurateurs to close their tab just yet. But they do need to plan ahead. OysterLink’s analysis found that restaurants relying on a single spirits brand or distillery for core menu items face heightened risk if a supplier exits the market. Having backup brands in place can make transitions to new recipes or menu options more seamless for both customers and staff. “A single spirits bankruptcy can disrupt dozens of menu items across a restau...

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How the Pursuit for a Sale Can Hurt Customer Relationships

January 30, 2026Communication and MessagingGuest Experience, operations, sales, timeshareEvan Wechman

Many organizations in hospitality and beyond are losing customers due to overly aggressive sales tactics. The pursuit of the all-mighty sale often neglects the principles of customer service and damages your brand. The exact origin of the term “commission breath” is unknown. However, when sales gurus mention the term, they are usually referring to a salesperson who is so desperate to make the sale that the focus on building relationships goes out the window. The potential customer can sense or e...

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