Don’t treat your people like numbers but make important decisions with them by using HR analytics. Decisions with numbers will be more legally defensive and objective than decisions without numbers.
How human touch in service encounters makes a winning customer experience strategy
When developing a customer experience strategy, how do we find a happy medium for this essential component of service culture in these Covid times?
Hospitality recruitment: why a methodical system wins over gut instinct
Interviewers will inevitably make fewer mistakes when hiring if they consistently ask the same questions, ask good questions and rate each answer separately. Like any competency, the use of aids is not a sign of weakness but a way to overcome our weaknesses.
Why personality is more important than we think
You may be underestimating the ability of personality to predict performance at work.
Applying the principles of psychology in the restaurant and hotel industry
Last year, I spent a great deal of time in different kinds of restaurants in Switzerland in order to evaluate the effectiveness of psychology training on guest satisfaction. It was a very enriching and unique experience for the participants and for myself. It is indeed unusual for academics to spend time with practitioners. I would like to share this experience because I firmly believe that it can be useful for restaurant employees and managers around the world.
Why hoteliers should consider hiring managers based on their GPA
Grade Point Average (GPA) is more than a reflection of academic performance – it is an indicator of persistence and the ability to learn quickly, and as such, it should not be overlooked when hiring managerial talent.
