SHEP HYKEN | August 3, 2022
No employee should be treated poorly by customers. I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! Nobody ever goes into that office to say, “Thank you, my luggage is here. You guys do a great job!” Recently, the Edinburgh Airport in Scotland came up with a solution to deal with the many calls from irate passengers verbally abusing its employees. According to a BBC News story, the Edinburgh Airport decided to simply disc...
Hospitality Technology Next Generation (HTNG) | July 30, 2020
CHICAGO (July 30, 2020) – Hospitality Technology Next Generation (HTNG) extends free memberships through the end of the year to individuals who have recently been laid off by HTNG member companies. HTNG recognizes many valuable individuals previously employed with a member company are now in the unfortunate position of being in a job transition. As an important community for education, networking and career development, HTNG is offering complimentary memberships as a resource to help these individuals maintain and improve their skills to ultimately find their next professional opportunity. Free memberships to any former employee of an...
James Houran | July 2, 2020
By James Houran & Matt Peterson Many hospitality students and professionals around the world recently participated in AETHOS’ series of development webinars. These sessions offered attendees the opportunity to complete the 20|20 Skills™ assessment to gain a personal SWOT analysis to help them navigate these challenging times of occupational crisis and change. Interestingly, the attendees consistently voiced certain concerns and follow-up questions. We wanted, therefore, to address these issues publicly for the benefit of business owners, leaders, and HR professionals who are eager to understand the issues presently on the minds ...
Dr. Stefano Borzillo | May 22, 2020
Effective evaluation to ensure a well-functioning team in the workplace. By Dr. Stefano Borzillo Hospitality is typically founded on teams of individuals working together, not only for the high performance of their function but also for creating a positive experience for guests. We can see that F&B, front desk and housekeeping teams all have an effect on guests’ impressions of their hotel stay. Similarly, back office teams such as marketing, finance and revenue management contribute to the performance of the organization through smooth operations and raising brand awareness. Research has identified that the more effective the team...
John Hendrie | February 5, 2020
By John Hendrie In this new world of changing market dynamics, we have the typical response – we ask more of our employees. In many cases, we just pile on the extra assignments, “rewarding” our top employees with additional work and responsibilities. Many times, we do not even provide the proper training or resources to perform the job(s). Across the board we are demanding more for or with less. We end up with overburdened employees or those who simply are not interested in excelling or paying attention to the demands of the work. Our customers suffer; you are frustrated. The employee who is not contributing is the real challe...
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