A guest just took time out of their day to recognize a member of your team by name. Maybe it was an online review, a post-stay survey, or a handwritten comment card. Whatever the form, the message is clear — someone on your team made a difference. As a leader, what you do next matters…

Receiving a resignation from an employee can feel like a punch in the gut, and sometimes we might prefer to actually be punched, as the pain of losing the employee is worse. But what do you do when that notice reaches you? Don’t Panic I know firsthand the temptation is to react quickly and with…

Our guests join us on holidays to spend time with their loved ones and create memories. Our hotels and restaurants serve as the backdrop. As hoteliers, our responsibility is to work on these holidays and provide for those guests. I would love to call this responsibility a privilege, and the term burden is a bit…

You’ve just hired a new employee and it’s their first day. Are you prepared? Let me tell you how it usually goes. A team member is told when their first shift is and they show up to their designated work area—dazed and confused. As their blood pressure rises from anxiety, they introduce themselves to another…

Last week we talked about screening candidates with one simple question. Now let’s say you’ve found someone promising—their application looked great, they gave a thoughtful answer about why they want to work for you, and you’re definitely interested. This is where the real work begins. The hiring process is a high-risk gamble. A lot of…

I’ve interviewed hundreds of candidates over the years and my favorite question to ask any prospective candidate is quite simple: “Why do you want to work for our company?” With some help from your HR team, this question can be a required field to fill out on all job applications. I love this question because…