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December 20, 2017

Xmas and New Year is a time for relaxation, family time and of course big spending! For hospitals and hospitality it is also the time of madness when the similarities between hospitals and hotels and restaurants are most obvious.

Already during the year we have a lot in...

December 20, 2017

Taking a reservation is the beginning of making profits in hospitality. A lot of money is invested in Sales, Marketing and PR but when it attracts the business and the guest wants to spend his money we sometimes fail badly. When a person on the telephone of an internat...

December 5, 2017

 “Standard operating procedures are most important for any aspect of hotel or restaurant operation.” This is a quote from a top manager that I heard not long ago and too often before. I just can’t agree. It is true though that Standard Operating Procedures are needed f...

November 17, 2017

The following article was posted on December 21st 2013 in the Economist. I re - post it here as I find it well written and observed - just something good to read.

THE lobby of the Mandarin Oriental in Bangkok, regarded as one of the world’s finest hotels, smells of orch...

November 14, 2017

Surprisingly Hotels & Restaurants who face constant complaints about slow service, unfriendly service, lack of service and the resulting loss in Sales frequently come to the same conclusion: There is no more good staff on the market! How many good staff did they themse...

November 10, 2017

One of the wonderful benefits of working in hospitality is that we meet so many different people. Some make us laugh, some make us cry. Stupid ones can easily do both. That is the reason why I like to share an article written by Corinne Portill in August 2017 describin...

October 2, 2017

ALL WAITERS ARE THIEVES !

“He is a waiter and she is also a thief”. Meant as funny I have heard this too often. Is that really how you see us? I am not offended. Just a little sad. The more often that it gets repeated - at the end it sticks in peoples mind - it must hol...

September 9, 2017

Hotel and restaurant service is a performance that requires and combines many skills but also values. It requires knowledge, techniques, motivation, attitude, honesty , respect ,tolerance , etiquette and pride. It is also physically demanding and requires additional sk...

September 9, 2017

Experience instead of service?

Marketing & PR will try to camouflage with new, now frequently used words like “Experience”. The “Experience” is what they offer. This experience also includes the Palm trees, white beach, sunshine, fresh air, the marble lobby. It includes...

September 9, 2017

Another big blow for service is the long time decline in quality Management and staff. Poorly paid staff makes the hotel industry one of the leading turnover fields. Short time employment , trained with only the basics to fulfill limited tasks. The professionals disapp...

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© 2017 by Stephan Busch