Jeffrey Summers

Two Roads. One Choice. Which operator are you?

by Jeffrey Summers|Performance, From The Playbook, People

"If you spend any time reading industry blogs and forums of front-line employees, you will quickly begin to see the ginormous difference in thinking between them and professional hospitality managers."

Different Is Better Than Better

by Jeffrey Summers|From The Playbook, Perspective

"It’s very tempting to see something being done and convince yourself that you could do it a lot better."

9 Reasons Your Guest Experience Is Built To Fail

by Jeffrey Summers|Product, From The Playbook

"Guest experience management is not defined by intentions or even a few choice actions but by the commitment to an analytical, deliberate, organized GuestX approach."

What Is The Guest Experience?

by Jeffrey Summers|Product, From The Playbook, Perspective

First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest’s point of view (POV) an exceptional guest experience holds meaningfully differentiated...

Performance vs Values

by Jeffrey Summers|Performance, From The Playbook, People

You’ve heard it time and time again: “Hire For Values, Train For Skills" here’s why that’s critically important.

The “Experience As Business” Approach: Howard Behar’s ” People First” Master Class

by Jeffrey Summers|From The Playbook

Operators often scoff at the idea that the product of Hospitality businesses is a "social product" inasmuch as it's not about the food and eating or the bed and sleeping.

Is Restaurant Marketing Broken?

by Jeffrey Summers|Product, From The Playbook

A colleague asked this question in a forum years ago. The answer has not changed. Yes. Restaurant marketing is broken. Not because the tools do not work. Because the thinking behind how most operators use them is wrong at the...

Six Traits of Really Successful Restaurant & Hotel Marketing Leaders

by Jeffrey Summers|Perspective, From The Playbook, Performance

Successful strategic leaders — the kind who thrive in today’s uncertain environment – do these six things well.

10 Things Really Amazing Restaurant & Hotel Employees Do

by Jeffrey Summers|Performance, From The Playbook, People

After four decades of hiring, training and coaching literally thousands of employees, I’ve come to look for certain behaviors that define really amazing employees. Here’s my top 10 list.

The Parrot Conundrum

by Jeffrey Summers|Performance, From The Playbook

"When guests are angry, validate their emotions by saying, 'I can see/hear how angry this makes you.'" Wrong!

Prev 1 2 … 10 11 12 13 14 Next