Over the past 20 years, the workforce has changed dramatically. The evolution of the consumer landscape and employee demographics have resulted in a complete shift. In the service sector, however, the best companies know that one thing has not changed: the reality that you cannot succeed in the marketplace unless you first succeed in your workplace. People Report was founded in the mid 1990's by a group of chain foodservice companies that were tired of guessing what good performance looked like. Through benchmarking their employee metrics, these companies were able to establish more value within their organizations and within the community. READ MORE

Want to win the War for Talent? Of course, you do. Most hospitality leaders will agree that employee engagement drives service and service drives profit. What many do not yet realize is that it is the accumulation of positive experiences that drives engagement. This article details unique ways that hospitality leaders are connecting with their team members and creating exceptional work environments where employees can not only enjoy their work, but even thrive. We will look at every touchpoint in the employee life cycle from recruiting to retention to find all of the opportunities for you to connect with your team members. READ MORE

Are you taking it personally? It is easy to take words personally especially if they are said in a way that you may perceive as impolite or hostile. There are many reasons for us to react emotionally; the most powerful reason has to do with our brains. Our brains react before we are conscious of our emotions. The brain immediately senses and reacts to conflict situations with a fight or flight response. Although this response can be lifesaving in situations where you are in danger, an emotional reaction to words or perceived wrongs such as getting angry, yelling or disengaging, does not serve us well! READ MORE

It is common knowledge that to develop a strong service culture, organizations in the hospitality sector have to invest in training initiatives. But training for a service-oriented culture requires more than a single program or class - training needs to be ongoing in order to avoid apathy on the part of employees. This article will focus on the training initiatives of three tourism destinations - Telluride and Aspen in Colorado, and Northstar in California. From interviews with management and those involved 'behind the scenes', the article will show that it is the continuous training of employees that differentiates these resorts from the competition. READ MORE

Today's move toward integrating technology into all aspects of the hospitality experience is driving innovation and streamlining key processes for guests. But, is this new push for more technology taking away the personal touches and human interactions that make the hospitality industry so hospitable? Lisa Ross, president and partner of integrated communications firm rbb Communications, shares how brands and properties can use digital tools to enhance human interaction, foster trial, and develop brand loyalty. READ MORE