How well do you manage your most important assets?

There’s a lot of chatter these days about progressive work cultures. It’s easy to get lost in it. Should we be supplying our team with free organic smoothies every day? What about carwashes, guest speakers or massage therapy? Are we on the wrong side of history if our employees don’t spend half the day playing table tennis in Hawaiian shirts?

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Are Hospitality Workers Burning out?

It’s official: Workers in the hospitality industry are burned out. Not all of them, of course, but a high percentage.  An annual survey by the Dutch government—known as the Permanent Life Situation Survey—puts the number at one in seven which is one of the highest rate...

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Wisdom from the Front Desk

When I was a young receptionist at a 5 star hotel in the late 1970s, my colleague and I had a brilliant idea: Use Australian slang to spice up guest interactions. We called the women “luv” and the men “mate.” When someone asked to use the house phone, we offered the handset and told them to “ask the Sheila on the other end to help”.  Gulp!

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