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This short video clearly demonstrates some do's and dont's
of customer service, hospitality training and general management attention to the guest experience!

The Real Reason Millennials Can't Find Old-School Mentors Nov 4, 2016: Millennials may be called the "Me, Me, Me" generation, but Generation X was the slacker generation. They entered the workplace in the '90s to criticisms not dissimilar to the ones we get. By the time they got into management, political and economic upheaval began to change their fortunes. The recession of 2002 and 2003 essentially forced Gen X to pivot towards protecting their own careers and livelihoods, ramping up fierce competition between those that are our managers today.

The Pitfalls of Reference Checking Sep 28, 2016: Damned if you do, Damned if you don’t

By Benoit Gateau-Cumin

One of the basic services expected of an executive search firm (especially a retained one) is to put together valid and thorough professional and character references on short-listed candidates. Obviously, the temptation is to ask said candidates for a list of references, but isn't that tantamount to asking a dog to sit in order to get a treat? Granted, in that list of names, there will be some qualified sources, but not all can be.

"A Baker's Dozen" of Strategies for Hospitality Training Managers & Directors Sep 27, 2016

What's the Problem?
Inadequate training can lead to disatisfied guests, high staff turnover, lower profitaiblity and lost market share. These 13 strategies show how to address training and learning.

21st Century Housekeeping Sep 14, 2016: For decades, the management of housekeeping labour has been reliant upon two pillars: the credit system and paying room attendants by the room. Now, with ever-increasing demands for operational efficiencies, is it time to review the basics of our management methodology?

The Three Ingredients of Engaging Service Aug 2, 2016

A personal experience from Bryan Williams, Guest Columnist @ HospitalityEducators.com

OSHA "Fundamentals of a Workplace First - Aid Program" Jul 28, 2016: Over the years, one of the more vague sections of the Occupational Safety and Health Act was covered under Subpart K – Medical and First Aid (1910.151-1910.153) This required the employer to ensure ready availability of medical personnel for advice and consultation on matters of work health. This article gives an overview of how to address the situation and a specific link with answers.

Now is the time to invest in Your People Jul 26, 2016: Now is the time for hospitality business owners and managers to invest in their teams. As we rebuild our focus into an anticipated recovery over the next 8-24 months (depending on the particular forecast for specific markets), those practical industry leaders will recognize that now is the time to pay attention to those professionals in our organizations who are the key components of why guests will stay with our businesses.

Insights from HospitalityEducators.com: What does your staff manual say about guest/customer service? Jul 14, 2016: Interesting perspectives on Customer Service

Nordstrom’s Old Employee Handbook Had Only 75 Words

Uplifting Service: Authors@Google Jul 14, 2016

Ron Kaufman discusses his New York Times bestselling book Uplifting Service, which offers a proven path to delighting your customers, colleagues, and everyone else you meet. The book exposes a massive wound in a subject area that has become buried in weak distinctions, inadequate practices, and popular but shallow clichés

A Baker's Dozen of Fundamentals for Retaining Quality Staff Jul 11, 2016: Every economy has its cycles and demand in the hospitality industry for quality lodging will have its peaks and valleys. The availability of quality staff in hotels is a critical reason why it is essential to retain quality staff in all cycles. The cost of turnover for a line level position is estimated to be as much as $6,000 according to research1 by Cornell University faculty.

From the Chalkboard to the Front Line - Meeting Tomorrow’s Staffing Needs by Kathleen Hogan Mar 28, 2016

	As the lead for the new Student Corner at HospitalityEducators.com, helping hospitality students be better prepared in starting their professional careers is a priority. This is the first of a series of 'Hospitality Conversations' exploring different internship programs available to hospitality students. As Published in