Managing a business is hard. Managing a hospitality business is even harder. You try to have your employees understand that top notch customer service is the be all and end all of your business. They are your reputation. They are your “face.” But, there is always that one employee…
Reality shows that use mystery diners or guests to demonstrate how the bad employee can drag down the entire business may be entertaining for the public, but are nightmares for hospitality managers. It is easy to do the immediate firing when the mystery diners have the bad behavior on film, but that rarely happens in the real world. So, how do you manage the employee who is causing you endless headaches? Set expectations, respond consistently and document your efforts to change the bad behavior.
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About the Editor
Greg Duff founded and chairs Foster Garvey’s national Hospitality, Travel & Tourism group. His practice largely focuses on operations-oriented matters faced by hospitality industry members, including sales and marketing, distribution and e-commerce, procurement and technology. Greg also serves as counsel and legal advisor to many of the hospitality industry’s associations and trade groups, including AH&LA, HFTP and HSMAI.
His popular weekly digest, Online Travel Update, offers a global perspective of key trends and issues at the intersection of the hospitality, online travel and technology arenas. Since 2019, Greg has been recognized among JD Supra’s Top Authors in its annual Readers’ Choice Awards for Airlines/Aviation, Transportation and Artificial Intelligence, including being named the content platform’s #1 Author for Transportation in 2021.
