Blog | Open Hand Hospitality Consulting

Messaging Your Customers

Language and messaging are so important in hospitality, especially when you have unfortunate information to share with your guests and...

Thoughts on Restaurant Gratuity and Tip Pooling

I've been fortunate to spend most of my time serving and then managing restaurants where gratuity income was set up to share in an...

Be Like Your Local Hardware Store

When training staff, I love to make tangible, real world comparisons to make lessons more engaging. I always prefer a 'thought exercise'...

Making Failure a Positive

I’ve been reflecting upon a conversation I had with the chef at a new restaurant of a recent client. There were some inexperienced staff...

Thank You for Understanding

Managing a hospitality operation is a constant behind-the-scenes jigsaw puzzle rearrangement. As professionals, we cannot expect guests...