Don Kermath | March 19, 2019
By Don Kermath It's true, you are someone's difficult person. As hospitality workers we find some guests to be exceptionally difficult. However, guests are the reason we exist. Guests deserve the best possible service, but so do your fellow employees. They are your customers as well – your internal customers. if your guests deserve the very best service and they are your customer, don't your colleagues deserve your very best service too? A new study by ALICE (a hotel operations platform), shows 62% of guests say that rude staff made their stay frustrating. Any employee who is rude to guests is also likely to be rude to employees. ...
Don Kermath | March 12, 2019
Don Kermath Have you ever dated the wrong person? You likely dated that person longer than either of you wished. What if you had set that person free after the first five dates? You probably knew it wasn't going to work out after the first date. Wouldn't it have saved you money, heartache, and time? Exactly. That's why I propose adopting a five-workday probation period for all new hospitality employees. You will save money on training, it's the most ethical thing to do, and you can get back to work immediately finding the right employee. You're going to spend about $2,500 in the United States to train your hourly hospitality employee, i...
Thomas Mielke | July 2, 2018
By Thomas Mielke In the late 19th and early 20th century, the French-American duo of mathematicians Henri Poincaré and Norbert Wiener investigated how minor changes can trigger an unpredictable chain of events that lead to significant consequences on a grander scale. This phenomenon is known today as the "Butterfly Effect" - a term coined in the mid-1970s by another American mathematician, Edward Norton. Norton was also a pioneer in "Chaos Theory", studying the behaviour of dynamical systems that are sensitive to fluctuations in their internal and external conditions. And, what are today's businesses and o...
Terry Donovan | June 14, 2018
By Terry Donovan Executive search clients consistently voice concerns about candidates who appear to be "job-hopping"– i.e., frequently move to new opportunities after relatively short stints. These concerns are reasonable and can be justified in many circumstances, although other times, movement early in an individual's career can be both beneficial and rational. For instance, one AETHOS placement talked about how he sought different companies and experiences in the beginning years of his career to make himself more well-rounded and adaptable in the future. Aiming to understand better these different views on job-hopping, an anal...
Gary Hernbroth | October 26, 2017
By Gary Hernbroth When you don't read the signs, you lose good people I often wonder how some so-called business leaders get to be where they are, how they get their leadership roles. Not all, certainly, but some. They miss so much. They don't read the right tea leaves. They don't ask enough questions. And in some cases, they don't recognize the potential in their own up-and-coming leaders, either. The woeful tale described here comes from the hotel industry, but it could apply to any number of businesses. Sadly, this is by no means an isolated case. A bright young hotel professional, just seven months out of The School of Hospitality B...
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