Bob MazerSep 6, 20212 minMessaging Your CustomersLanguage and messaging are so important in hospitality, especially when you have unfortunate information to share with your guests and...
Bob MazerAug 10, 20213 minThoughts on Restaurant Gratuity and Tip PoolingI've been fortunate to spend most of my time serving and then managing restaurants where gratuity income was set up to share in an...
Bob MazerJul 20, 20212 minBe Like Your Local Hardware StoreWhen training staff, I love to make tangible, real world comparisons to make lessons more engaging. I always prefer a 'thought exercise'...
Bob MazerJun 15, 20214 minMaking Failure a PositiveI’ve been reflecting upon a conversation I had with the chef at a new restaurant of a recent client. There were some inexperienced staff...
Bob MazerMay 4, 20212 minThank You for UnderstandingManaging a hospitality operation is a constant behind-the-scenes jigsaw puzzle rearrangement. As professionals, we cannot expect guests...