QFO: Why do you think there is a poor employee management structure within the hospitality industry?
The question assumes the problem is management technique. It is not. The problem is foundational...
continue readingQFO: How Can We Overcome Poor Service Delivery?
How Can We Overcome Poor Service Delivery?
continue readingWhat Is The Employee Experience?
Every Guest Experience is produced by a person. Not a system, not a protocol, not...
continue readingLoyalty Programs Don’t Build Loyalty
The word loyalty has been hijacked. In the restaurant industry it has been redefined to...
continue readingQFO: What can a newly opened, up-scale restaurant do to set itself apart in a location that contains multiple other competing restaurants?
Probably nothing. Not because the market is too competitive. Not because the timing is wrong....
continue readingQFO: How would you define excellent customer service?
The question contains the problem. The moment an operator sits down to define what excellent...
continue readingMoving Beyond Robotic Service
Service is table stakes (pun intended). Every restaurant has a service sequence. Twelve steps, fifteen...
continue readingThe Lost Opportunity Tax
Most operators consider the cost-benefit between two (or more) choices they want to consider. The...
continue readingQFO: What are the biggest challenges an independent restaurant faces in its first 5 years of business?
The timeline is irrelevant. But the list of challenges is the same as it’s always...
continue readingQFO: Why do hostesses at restaurants make small talk as they seat you?
It is a fair question. You walk into a restaurant, the host greets you, and...
continue reading
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