March 14, 2017 Re: Social Media

Too many operators are focused on the media and not the social. The most effective way of communicating with Guests is at the point of experience by informed, engaging and empowered employees who share your values. Everything else is blatant advertising. #H2H...

December 11, 2016 Nine Ways to Improve Employee Performance

1. Hire the values you are looking for. Not experience. 2. Find out why employees are not performing and ask what you can do to help them do the best job. Better Coaching. 3. Tell employees what you expect. Focus on behaviors. 4. Give employees clear performance standards....

December 11, 2016 Marketing: The Fundamentals

Coupons do not work for long term success. Study after study has shown they do not. Who they help is the transient guest who goes from place to place because they have coupons.  No loyalty there and loyal, raving fans are who you want! Advertising just...

December 11, 2016 “It’s The People Stupid!”

Imagine the best dining experience you ever had in your life, where you were the guest. Now imagine that kind of experience happening in your business. Does it seem realistic to think it can happen in your place? Could you do even best? The answer...

December 11, 2016 14 Typical Coaching Participant Traits For Success

Here at Summers Hospitality Group® we have coached literally hundreds of very successful operators. When we think about what they all have in common, we created this list of 14 traits. How many of them do you have? Restaurant and Hospitality managers, executives, professionals, owners, and...

December 11, 2016 Is Hospitality Marketing Broken?

A colleague asked this question in one of our forums recently and it has been haunting me ever since. So I must get this out. Is Hospitality marketing broken? – Yes What exactly is it that’s broken? The understanding of what works and what doesn’t work for businesss....

December 11, 2016 17 Hospitality Leadership Best Practices

We’ve been talking a lot lately about Leadership so here are my top 17 hottest best practices. One-On-Ones: The best tool that gets the best outcomes for our clients is the 5-minute, “One-On-One” utilized with EVERY employee, EVERY day. We Coach them to pick one...

December 11, 2016 Coaching Every Play

OK new business owner. You open your doors for the first time; you are staffed to the gills to ensure you have enough staff to take really good care of the large amount of business you expect during the opening weeks. Hosts are all over the...

December 11, 2016 Six Traits of Really Successful Restaurant & Hotel Marketing Leaders

Successful strategic leaders — the kind who thrive in today’s uncertain environment – do six things well: 1. Focus on the Guest Experience Most of the focus in most businesss and hotels is on something other than the guest experience. Reports, policy mandates, fires,  cleaning, processes,...

December 11, 2016 10 Things Really Amazing Restaurant & Hotel Employees Do

After four decades of hiring, training and coaching literally thousands of employees, I’ve come to look for certain behaviors that define really amazing employees. Here’s my top 10 list. Afterward, let me know what you would add. 1. Go beyond service to actually create hospitality. The steps of...