By definition, best practices are what the crowd does well. They represent the aggregate experience of many operators…

Every Shift Is The Only Shift That Guest Will See There is a scheduling philosophy in the restaurant…

There is a pattern so common in restaurant management that it deserves a name. A manager hires someone.…

After four decades in this business, one contradiction still amazes me: operators say they want teamwork and collaboration,…

I have never believed in bad employees. I believe in bad hiring processes. Bad training systems. Bad performance…

Most operators, consultants, and industry associations use the words interchangeably. They are not interchangeable. Confusing them is one…

For years I heard gurus tell operators to think outside the box. I resisted it. Not because outside…

A colleague asked this question in a forum years ago. The answer has not changed. Yes. Restaurant marketing…

Teamwork has become a marketing term or art. It sells books, training programs, workshops, and consulting engagements. It…

There is a service recovery script making the rounds in hospitality training circles that sounds like empathy and…