Mindset | KRG Hospitality

August 26, 2024by David Klemt David Klemt No Comments

Tales Enters Their Fundraising “Era”

Tales of the Cocktail Enters Their Fundraising “Era”

by David Klemt

An image from the 2024 Tales of the Cocktail keynote session entitled “How Bartenders Grow Your Brand: The Findings”

Tales of the Cocktail Foundation is partnering with Children’s Hospital New Orleans to raise much-needed funds, and they want your help.

All proceeds this dynamic duo raise via people’s generosity will benefit TOTCF and CHNOLA directly.

By now, you know Tales. While we all look forward to their annual gathering of the bartender community, Tales works all year to advocate for and support hospitality. However, you may be unfamiliar with CHNOLA if you live outside of Louisiana.

Like TOTCF, CHNOLA is a non-profit organization. Next year, the pediatric acute care children’s teaching hospital will celebrate its 70th anniversary. Perhaps unsurprisingly, CHNOLA operates in affiliation with the Louisiana State University Health Sciences Center. In operation for nearly 100 years, LSU Health is home to several key medical schools, and patient care clinics.

Serving those who are just days old to 21 years of age, CHNOLA is a crucial member of the New Orleans community. In fact, as the only children’s hospital in the LCMC Health network, CHNOLA serves not only NOLA, not only the state of the Louisiana, but the entirety of the Gulf Coast region.

Supporting TOTCF and CHNOLA is rewarding in and of itself. But doing so via the dedicated link below will enter one winner per raffle (there are two) for two suite tickets for the Taylor Swift Eras concert being held on October 26 in New Orleans.

You’ll find more details below. Good luck to all who give and enter, and cheers!

TALES OF THE COCKTAIL FOUNDATION ANNOUNCES TAYLOR SWIFT ERAS TOUR TICKET RAFFLE

Two sets of two (2) suite tickets to be raffled off to benefit Tales of the Cocktail Foundation and Children’s Hospital New Orleans

NEW ORLEANS, LA (August 22, 2024)—In support of Tales of the Cocktail Foundation’s (TOTCF) mission to educate, advance, and support the global hospitality industry, the non-profit is thrilled to announce that they are in their fundraising era alongside Children’s Hospital New Orleans (CHNOLA) to raffle two sets of two (2) suite tickets to Taylor Swift’s October 26 Eras concert in New Orleans. Two separate drawings will be held–September 13 and September 20–each selecting one winner to receive a set of two (2) suite tickets for each raffle. All proceeds will directly benefit TOTCF and CHNOLA, additional details and a link to purchase tickets may be found on the dedicated raffle page.

“Following our wildly successful annual Tales of the Cocktail® 2024 conference, we couldn’t be more honored to partner with Children’s Hospital New Orleans on this fun and impactful fundraising effort,” said Tales of the Cocktail Foundation CEO Eileen Wayner. “We are thrilled to welcome Taylor Swift to the Crescent City with New Orleans’ globally recognized hospitality, and send two lucky raffle winners and their guests to enjoy her show.”

“We are incredibly grateful to Tales of the Cocktail Foundation and all of the many raffle participants for choosing to support the vital mission of Children’s Hospital New Orleans. Your generous support helps us care for every child in our community, including some of our most vulnerable,” said Lucio A. Fragoso, President and CEO, Children’s Hospital New Orleans. “Each chance to win helps us continue to provide expert pediatric healthcare for every child, regardless of the family’s ability to pay.”

Drawing Dates:

Raffle 1 – September 13, 2024 at 2 pm CST

Raffle 2 – September 20, 2024 at 2 pm CST

The raffle is conducted by TOTCF, operated under Louisiana Gaming License No. L0010538.

For more information on Tales of the Cocktail, please visit the Tales of the Cocktail Foundation website, Instagram, Twitter, and Facebook.

For more information on Children’s Hospital New Orleans, please visit the Children’s Hospital New Orleans website, Instagram, Twitter, and Facebook.

ABOUT TALES OF THE COCKTAIL FOUNDATION:

Tales of the Cocktail Foundation is a non-profit organization that educates, advances, and supports the global hospitality industry and creates a lasting impact in our host communities. Tales of the Cocktail Foundation is the global leader in spirits education and a platform to tackle issues facing the industry. The pillars of the Foundation are to Educate, Advance, and Support the hospitality industry through programs that benefit individuals and organizations in the community and to make a lasting impact in communities that host our events.

ABOUT CHILDREN’S HOSPITAL NEW ORLEANS

For nearly 70 years, Children’s Hospital New Orleans has delivered expert care for children across our state and region. As the first and largest non-profit, freestanding children’s hospital in Louisiana, we rely on the generous support of our donors, friends, and community to provide expert care for every child, regardless of his or her family’s ability to pay.

A healthier, happier future for our children is possible with your support. Building an extraordinary future for our kids starts by delivering the best possible healthcare for children right here in Louisiana. We invite you to join us in our unwavering commitment to change the health of the next generation.

Image: Josh Brasted

August 20, 2024by David Klemt David Klemt No Comments

Why You Should Invest in Strategy

Why You Should Invest in Strategy and Foresight

by Doug Radkey

A surprising trend is emerging: Many aspiring entrepreneurs, restaurateurs, hoteliers, and seasoned business owners are hesitant to invest in two key elements.

Those elements? Strategy and foresight.

Despite understanding the importance of strategic direction, they often prioritize more immediate needs such as hiring talent, refining processes, and other operational aspects. However, these efforts, while crucial, can lack cohesion and effectiveness without a well-defined strategy guiding them.

Financing can be tight but that’s not often the issue. I’ve witnessed business owners eagerly spend $25,000 on new tables and chairs—when they weren’t necessary—while hesitating to invest the same amount in strategic planning that could yield a much higher return on investment.

It’s even more surprising to see new entrepreneurs pour over $1 million into launching a new bar or restaurant, only to balk at a $25,000, comprehensive strategy package.

This package, which includes a feasibility study, concept development playbook, brand strategy, marketing playbook, tech-stack playbook, financial playbook, and business strategy playbook, is often dismissed as “not in the budget.”

Yet, this investment in strategy is crucial for setting a strong foundation, and ensuring both short-term and long-term success. It’s like navigating without a map, or building a house without a blueprint; there may be some progress, but without a clear vision and destination, there’s a much greater risk of veering off course.

In terms of restaurants, bars, or hotels, a lack of strategy and foresight leads an owner to crumble their business to the ground.

This article explores the reasons why investing in strategy and foresight is not just a wise choice but an essential one for ensuring success and stability in an increasingly unpredictable industry.

What are Strategy and Foresight?

To overcome the laundry list of potential obstacles in this industry, you must prioritize strategic thinking, invest in the necessary resources and expertise, and cultivate a culture that values long-term planning.

No matter whether you’re starting, stabilizing, or scaling your brand, you need both strategy and foresight on your side.

Foresight

Foresight is the process of anticipating and envisioning potential future scenarios, trends, and developments. It involves analyzing emerging patterns, uncertainties, and possible disruptions to understand what the future might hold for you and your bar, restaurant, or hotel.

Foresight is not about predicting the future with certainty but about exploring a range of possibilities, and preparing for each of those scenarios.

Key Characteristics:

Explorative: Foresight explores multiple potential futures rather than focusing on a single expected outcome.
Long Term: Typically, a focus on the long-term implications of current trends and decisions.
Proactive: Foresight encourages proactive thinking and planning to anticipate changes, and prepare for various possibilities.
Qualitative and Quantitative Analysis: A combination of qualitative insights and quantitative data to create comprehensive future scenarios.

Strategy

Strategy, on the other hand, is the formulation and implementation of a plan to achieve specific goals and objectives. It involves making deliberate choices and decisions to allocate resources, navigate challenges, and capitalize on opportunities.

Strategy is focused on setting a clear direction, and determining the actions needed to reach desired outcomes.

Key Characteristics:

Directive: Strategy provides a clear roadmap and actionable steps to achieve goals.
Focused on Execution: The practical aspects of how to achieve desired outcomes, including resource allocation, prioritization, and performance measurement.
Short to Medium-Term: Strategy often addresses short to medium-term objectives, aligning current actions with long-term vision.
Decision Making: Strategic decisions based on the current understanding of the environment, resources, and capabilities.

Why You Should Integrate Strategy and Foresight

When you combine strategy with foresight you and your business can make more informed decisions. An informed decision is the consideration of both the present context and potential future developments.

Foresight provides valuable insights into emerging trends and uncertainties, helping your brand anticipate challenges and opportunities. This integration ensures that strategic decisions are based on a comprehensive understanding of possible future scenarios. Strategic decision reduce the risk of being caught off guard by unexpected changes.

Integrating foresight into the strategic planning process enhances your businesses adaptability and resilience. Foresight allows you to explore a range of possible futures, and develop contingency plans for different scenarios.

This proactive approach enables you and your team to respond quickly and effectively to changes in the external environment. Whether technological advancements, market shifts, or sociographic adjustments, you’ll be prepared to adapt quickly.

Innovation and Risk Management

Foresight provides a long-term vision, while strategy focuses on short-term actions. By integrating the two, your hospitality business can align its immediate goals and actions with its long-term vision. Doing so ensures consistency and coherence in decision-making, and helps you stay on track toward achieving your long-term objectives. It also helps bridge the gap between future aspirations and current realities, creating a more cohesive and actionable playbook.

When you act with foresight, you encourage the exploration of new ideas and potential innovations by identifying emerging trends and disruptions. Integrating foresight with strategy enables your business to pursue innovative solutions proactively, and capitalize on emerging opportunities. This combination fosters a culture of innovation, and encourages you and your team to think beyond the present, seeking ways to stay ahead of the competition continually.

Foresight helps identify potential risks and uncertainties that may impact your business in the future. Incorporate these insights into the strategic planning process so you can develop strategies for your business that mitigate or manage risks.

A proactive approach to risk management reduces vulnerability, and enhances organizational stability.

Foresight and Strategy Sample for Starting a Hospitality Brand

Strategy

Feasibility Study: Assess market demand, demographics, competition, and potential profitability. This foundational step provides a realistic view of the business opportunity and potential challenges.

Brand and Concept Development: Define the unique selling proposition (USP), story, target market, and brand identity. Develop a detailed playbook outlining the concept, including menu/room design, service style, and intended ambiance.

Site Selection and Design: Choose a location based on the completed feasibility study. Design the space to reflect the brand’s identity and concept with a reputable designer who follows the vision.

Foresight

Market Trends Analysis: Identify emerging food and beverage trends, changes in consumer preferences, and demographic shifts. Use this information to shape the concept and offerings.

Regulatory Landscape: Anticipate potential changes in regulations related to health, safety, and licensing. Prepare to adapt to these changes to ensure compliance and minimize disruptions.

Technological Integration: Explore advancements in restaurant and hotel technology. Plan for their implementation by developing a tech-stack that enhances the guest experience, and operational efficiency.

Foresight and Strategy Sample for Stabilizing a Hospitality Brand

Strategy

Operational Efficiency: Streamline processes, optimize inventory management, and implement cost-control measures. Review financial performance regularly to identify areas for improvement.

Marketing and Branding: Develop a cohesive marketing strategy to build brand awareness and loyalty. Leverage social media, local events, and partnerships to attract and retain guests.

Guest Experience: Standardize service protocols, and enhance staff training. Focus on delivering consistent and high-quality experiences to build a loyal guest base.

Foresight

Scenario Planning: Develop contingency plans for potential disruptions, such as economic downturns, supply chain issues, or changes in consumer behavior. This preparedness helps the business remain resilient in the face of uncertainty.

Competitive Analysis: Monitor competitors’ strategies and market positioning continuously. Adapt and differentiate the brand’s offerings to maintain a competitive edge.

Guest Feedback and Data Analysis: Collect and analyze guest feedback to identify emerging preferences, and areas for improvement. Use this data to refine offerings and enhance guest satisfaction.

Foresight and Strategy Sample for Scaling a Hospitality Brand

Strategy

Expansion Planning: Evaluate potential markets for expansion, considering factors such as demographics, market demand, and competition with a feasibility study. Develop a scalable business model and expansion strategy.

Brand Consistency: Develop and maintain brand standards, and ensure consistency across all locations. Implement standardized operating procedures and quality control measures.

Partnerships and Collaborations: Explore strategic partnerships with suppliers, local businesses and community partners, or other brands to enhance offerings and expand reach.

Foresight

Future Market Opportunities: Identify emerging markets and growth opportunities, such as new geographic regions, niche markets, or evolving guest segments. Plan to enter these markets with tailored offerings.

Innovation and Adaptation: Foster a culture of innovation by encouraging the exploration of new ideas, products, and services. Stay ahead of industry trends and incorporate innovative solutions to differentiate the brand.

Risk Management: Assess potential risks associated with scaling, such as supply chain complexities, cultural differences, or operational challenges. Develop an outlook to mitigate these risks and ensure smooth expansion.

In Summary

The integration of strategy and foresight into your hospitality business is not a luxury but a non-negotiable.

Investing in these areas will provide your business with the tools and insights needed to navigate uncertainties, anticipate market shifts, and make informed decisions that align with your goals. Far from being mere expense lines, strategy and foresight are foundational elements that drive growth, innovation, and resilience.

Prioritize strategic planning and future-oriented thinking so your business can create a cohesive and actionable roadmap that bridges the gap between current realities and future aspirations. This investment enables you to address potential challenges, capitalize on emerging opportunities, and maintain a competitive edge in a proactive manner.

Whether starting a new venture, stabilizing your operations, or scaling your business to new heights, the integration of strategy and foresight empowers you to outperform the competition in this ever-changing environment.

Ultimately, the value of investing in strategy and foresight goes beyond immediate financial returns. This integration cultivates a culture of continuous improvement, adaptability, and forward thinking, ensuring that your business is not only prepared for the future but also positioned to shape it.

As such, you should view these investments not as costs but as crucial assets that contribute to the success and sustainability of your brand.

Image: Canva

A viewing scope looking out toward a sunrise or sunset

August 19, 2024by David Klemt David Klemt No Comments

Mindfulness Monday: Believe in Your Vision

Mindfulness Monday: Believe in Your Vision

by Jennifer Radkey

Belief is a powerful thing, a commanding and inspiring force that draws us to people who believe in their purpose or their dream wholeheartedly.

Right now, you probably have a dream, a vision for your future or your business’ future. You could go after that dream on your own. However, at some point you are going to need someone else to believe in you and your vision.

That belief, that buy in from others, will help you build your team, secure funding, and gain personal support.

If you have a vision that you want others to believe in, whether a vision for the future of your business, yourself, your community, or your family, you need to believe in it first yourself.

Doubt can be sensed. Uncertainty clouds clarity.

Before asking others to believe in and support your vision, stop and ask yourself if you truly believe in it. If not, what is stopping you?

Start there. Tackle your own uncertainties before sharing the vision with those you need to believe in you.

Alignment

So what is blocking you from truly believing in your vision?

Most likely your thoughts, mindset, and actions aren’t aligned with your vision or goals. When this occurs, you wind up sabotaging yourself.

Sometimes, we do this wittingly. However, we most often sabotage ourselves unknowingly.

For example, if you believe you are undeserving, or if your self-worth is low, you can’t believe in your vision 100 percent. Do you have thoughts similar to “I don’t think I’ll be able to pull this off,” or “be realistic, no one will ever support this dream of mine”? If so, your thoughts and mindset are not in alignment with your goals.

It’s possible you have a checklist of actions you need to complete for you to realize your dream. If you haven’t checked anything off in months, if you’re procrastinating rather than taking purposeful action, your actions are not aligned with your vision.

You need to stop standing in your own way. We all need to be mindful and stop sabotaging ourselves.

First Steps

If you have low confidence or sense of self-worth, that’s where to start. Begin by looking at ways to boost your self-image. The more you believe you are worthy, the more you will believe in your vision.

What else can stand in your way of believing in your vision? Lack of knowledge and fear of the unknown.

We see this often through our work at KRG Hospitality. Clients come to us with a vision to open a new restaurant, bar, or hotel. And while the visions are solid, many people lack operational knowledge—and therefore lack confidence in themselves to believe that their concept will be successful.

One proven solution is to complete a detailed feasibility study for our client. Feasibility studies are amazing tools that not only prove your vision and concept, but also build confidence through the power of knowledge.

Knowing exactly why a specific business will work in a certain market (or should be located elsewhere) empowers a client to understand how their concept will perform in the real world. Knowledge is power.

When you remove an obstacle as daunting as the unknown, fear subsides. You are able to focus and develop an unwavering, justified belief, and others will take note.

The Power of Belief

Truly believing in your vision will not only help others believe in it too, but it will create a ripple effect of other positive attributes.

Belief boosts resilience, and increases determination and willpower. You will view setbacks as temporary, and challenges as opportunities to shift your mindset, and grow.

Motivation will increase, and you will become less risk averse. As you step out of your comfort zone to pursue your vision, you will, ultimately, end up inspiring others while inspiring yourself.

It’s true, not everyone will believe in your dreams. You don’t need everyone to believe in them. All you need is a handful of supporters to turn vision into reality.

But to inspire those few, you will first need to inspire yourself.

So, go ahead and choose the dreams worth going after. Dedicate yourself to those dreams—you’ve got this!

Cheers to professional and personal well-being!

Image: Matt Noble on Unsplash

August 2, 2024by David Klemt David Klemt No Comments

Hospitality Reinvented: A New Series

Hospitality Reinvented: A New Podcast Series

by Doug Radkey

In my opinion, and likely that of many others, the hospitality industry today is at a crossroads, facing both unprecedented challenges and opportunities.

As we navigate these changes that are upon us, it’s clear that a reset or reinvention is not just desirable, but essential.

To truly understand hospitality and the way forward, let’s take a few steps back.

Hospitality has its roots deeply embedded in ancient civilizations, where the concept was often viewed as a sacred duty and a fundamental aspect of societal norms.

In ancient Greece, for instance, the idea of “xenia” represented a code of hospitality and protection that was honored by both hosts and guests. This tradition emphasized generosity and courtesy toward strangers, reflecting a reciprocal relationship that benefited both parties.

Similarly, in medieval Europe, hospitality was a core tenet of life. Monasteries provided food, shelter, and medical care to travelers and pilgrims. These historical practices established the foundational principles of hospitality that continue to influence the industry today.

The Definition of Hospitality

At its core, as we know it today, hospitality is about providing a welcoming environment, exceptional service, and genuine care for guests. The fundamental principles include warmth, generosity, and attentiveness to the needs of others. These principles are designed to make guests feel valued and comfortable, creating a memorable experience that encourages repeat visits and positive word-of-mouth.

The essence of hospitality lies in anticipating and exceeding guest expectations, ensuring that every interaction is characterized by respect and kindness. This unwavering commitment to guest satisfaction is what distinguishes truly exceptional hospitality services from the rest.

In the modern era, hospitality has evolved to incorporate technological advancements and changing consumer preferences while maintaining its core principles. Today, hospitality encompasses a broader range of services and experiences, from luxurious accommodations and gourmet dining to personalized services and cutting-edge technology.

The rise of digital tools on the hotel side, such as mobile check-ins, AI-powered concierge services, and virtual tours, has transformed how hospitality businesses interact with and serve their guests. Moreover, contemporary hospitality also places a strong emphasis on sustainability and cultural authenticity, with many brands striving to minimize their environmental impact and offer experiences that celebrate local heritage and traditions.

These modern interpretations reflect the industry’s adaptability and commitment to enhancing guest experiences while trying to stay true to the timeless principles of warmth and generosity.

The Purpose of Hospitality

The primary purpose of hospitality is to create memorable experiences that leave a lasting impression on guests. In today’s competitive market, it is no longer sufficient to simply provide a place to stay or a meal to eat.

Hospitality businesses must go above and beyond to craft unique and personalized experiences that guests will remember fondly, and talk about long after their visit.

This involves attention to detail, creativity, and a deep understanding of what delights and surprises a targeted set of guest. From custom welcome amenities and personalized room settings to curated local excursions and immersive cultural activities, the goal is to create a sense of wonder and joy that makes guests feel special and valued.

Another vital purpose of hospitality is building meaningful relationships with guests. Hospitality is fundamentally about human connection and fostering a sense of community. By treating guests as individuals rather than transactions, hospitality businesses can cultivate strong, lasting relationships that encourage repeat visits and brand loyalty.

Genuine, personalized interactions during which staff take the time to understand and cater to each guest’s unique needs and preferences are mandatory. Building relationships also means engaging with guests before, during, and after their stay through various touchpoints and guest journey maps that now many include personalized emails, social media interactions, and follow-up surveys.

Ongoing interactions help to establish a deeper bond with guests, making them feel appreciated and connected to the brand.

Elements of Hospitality We Need to Leave in the Past

One of the key elements that the hospitality industry must leave behind is the reliance on outdated practices. These include rigid check-in and check-out times, excessive paperwork, and a lack of technological integration.

Modern guests expect flexibility, convenience, and efficiency, which cannot be provided through antiquated methods. Embracing digital solutions such as mobile check-ins, contactless payments, and automated booking systems can streamline operations and significantly enhance the guest experience.

We need to move away from outdated practices so hotels and other hospitality businesses can meet the evolving expectations of their clientele, and stay competitive in the market.

Reluctance to Change

Resistance to change is another significant hurdle that the hospitality industry must overcome. The rapid pace of technological advancement and shifting consumer preferences demand that businesses continuously adapt and innovate.

However, a reluctance to embrace new technologies and modern approaches can stifle growth and lead to stagnation. Successful hospitality businesses must foster a culture of innovation and agility. They need to encourage their teams to stay ahead of trends and adopt new practices that enhance guest satisfaction and operational efficiency.

A commitment to embracing change and aligning a forward-thinking mindset will help operators better navigate the challenges of the modern marketplace.

Lack of Sustainability

Further, the hospitality industry has long been criticized for its unsustainable practices, including excessive water and energy consumption, waste generation, and reliance on single-use plastics. As environmental consciousness grows among consumers, it is imperative for hospitality businesses to adopt more sustainable practices. This includes implementing energy-efficient systems, reducing water usage, minimizing waste, and sourcing eco-friendly products.

Many bars, restaurants, and hotels are now pursuing green certifications and adopting practices such as using solar energy, installing low-flow fixtures, and offering recycling programs. Prioritizing sustainability means hospitality businesses can not only reduce their environmental footprint but also attract eco-conscious guests.

Toxicity

Lastly, toxic workplaces that fail to take care of their team members are another critical issue that needs to be addressed.

The hospitality industry is notorious for high employee turnover. Unfortunately, we’ve become known for poor working conditions, lack of career advancement opportunities, and inadequate compensation. Each of these go against the essence of hospitality.

How we treat our guests is how we should treat our very own people. Creating a positive work environment that prioritizes staff well-being, professional development, and fair treatment is essential for retaining talent and ensuring high-quality service. This includes providing comprehensive training programs, offering competitive salaries and benefits, and fostering a supportive, fun, and inclusive culture.

Hospitality businesses can improve job satisfaction, reduce turnover, and ultimately enhance the overall guest experience by investing in their people.

Where the Hospitality Industry is Going

There’s no secret, hospitality is embracing technology at warp speed. Operators are now inundated with solutions promising to enhance operational efficiency, plus staff and guest experiences.

Innovations such as artificial intelligence (AI) and the Internet of Things (IoT) are transforming how hotels and other hospitality businesses operate.

AI-driven chatbots and virtual assistants are improving guest services by providing instant responses to guest inquiries, along with personalized recommendations. IoT devices are enabling smart room controls, allowing guests to adjust lighting, temperature, and entertainment options with ease. Blockchain technology is enhancing security and transparency in transactions and loyalty programs.

Leveraging these advanced technologies sets the hospitality industry down the path toward providing more seamless, personalized, and engaging experiences for guests.

Focus on the Right KPIs

As the industry evolves, so do the metrics used to measure success. Traditional key performance indicators (KPIs) such as occupancy rates and average daily rates are being supplemented with new, more holistic KPIs.

Guest satisfaction scores, social media engagement, and sustainability metrics are becoming increasingly important. For example, Net Promoter Scores (NPS) provide insights into guest loyalty, and the likelihood to recommend the hotel to others. Social media metrics, including likes, shares, and reviews, reflect the hotel’s online reputation and guest engagement.

Additionally, sustainability metrics such as energy consumption per guest and waste reduction rates are being tracked to ensure that the hotel is meeting its environmental goals.

These new KPIs offer a more comprehensive view of a hotel’s performance, encompassing guest experiences, brand reputation, and environmental impact.

The Guest and Staff Experience

The future of hospitality is also about reimagining staff and guest experiences to create more meaningful and memorable interactions.

For staff, this means providing ongoing training and professional development opportunities. This approach keeps the team updated with the latest industry trends and technologies. Despite the technology, operators need to empower team members. A great leader ensures their teams are receiving valuable training on the skills and knowledge they need to excel. Doing so improves service quality, and boosts morale and retention rates.

On the guest side, new programming and experiences are being introduced to cater to diverse interests and preferences. By focusing on innovative staff and guest programming, the hospitality industry is creating environments that are enriching, engaging, and memorable.

Spirit of Hospitality

With all that said, amidst all the technological advancements and new metrics, it is essential to bring back the true essence of hospitality and what it means to be hospitable. We have to get back to the “why” of what we do in this industry, and remind ourselves once again about the true definition of hospitality.

At its core, hospitality is about genuine care, warmth, and making guests feel welcome and valued. This involves cultivating a culture of empathy and service excellence in which every guest interaction is an opportunity to create a positive impact.

Personalized service, attention to detail, and going the extra mile are the hallmarks of true hospitality. It’s about creating an atmosphere where guests feel at home, whether they are eating at a restaurant, having a drink at the bar, or staying for a night or an extended period.

Blending modern conveniences with the timeless principles of hospitality ensures that the heart and soul of hospitality remain intact, even as it continues to evolve and reinvent itself.

Introducing Hospitality Reinvented Podcast Series

As the hospitality industry continues to evolve, staying ahead of trends and innovations is crucial for success. That’s why I am excited to announce the launch of the Hospitality Reinvented podcast series hosted with yours truly, Doug Radkey.

This podcast, set to go live this month, aims to explore and discuss the latest developments in the hospitality industry. I’ll provide insights and strategies to help operators and their businesses thrive in their dynamic and competitive market.

The Hospitality Reinvented podcast will delve into a variety of topics, from the integration of modern technology and new KPIs to reimagining staff and guest experiences. Each episode will blend timeless principles of hospitality with modern innovations and strategic playbooks, offering listeners practical advice and inspiration to create a guest-centric, sustainable, and forward-thinking industry.

The podcast will serve as a valuable resource for hospitality professionals looking to reinvent their operations and stay ahead of the curve. Join us on this journey as we explore how to blend tradition with innovation to shape the future of hospitality.

Tune in to Hospitality Reinvented each week and discover how you too can transform your business and create lasting, memorable guest experiences.

Join us on this journey by subscribing to the Hospitality Reinvented podcast, following us on social media, and staying engaged with the latest insights and trends here at KRGHospitality.com.

Image: KRG Hospitality

"Think about things differently" neon sign

August 1, 2024by David Klemt David Klemt No Comments

Program for Unique Holidays: August 2024

Program for Unique Holidays: August 2024

by David Klemt

Do you want to stand out from from other restaurants and bars in your area? Change how you think about your August holiday programming.

Several holidays are set against every date on the calendar, and this month is no exception. These holidays range from mainstream to esoteric.

Pay attention to the “weird” or unique holidays to raise eyebrows, carve out a niche for your restaurant or bar, and attract more guests. Why do what everyone else is already doing? Why program only around the same holidays as everyone else?

Of course, you shouldn’t try to celebrate every holiday, strange or otherwise. Focus on the days that are authentic to your brand; resonate with your guests; and help you grab attention on social media.

You’ll find suggestions for promotions below. However, the idea behind our monthly holiday promotions roundup is to inspire you and your team to get creative and come up with unique programming ideas.

For our July 2024 holidays list, click here.

August 3: National Mustard Day

Condiments offer the perfect finishing touch to the dishes we present to guests. Given their importance, we should celebrate them whenever we get the chance.

For some, nothing but mustard belongs on a hot dog. And there are even those out there who claim it’s the only condiment that belongs on a burger.

August 6: National Night Out Day

Traditionally, this holiday aims at encouraging communities to set up neighborhood watches. However, some communities also use this day to simply foster a sense of togetherness, organizing cookouts, block parties, and concerts.

This is a great day to establish your bar or restaurant as part of the community, particularly if your business is family friendly.

August 7: Particularly Preposterous Packaging Day

This is certainly one of the more obscure holidays I’ve encountered. To put a spin on this day to leverage it for a bar or restaurant, I suggest engaging your kitchen and bar teams to come up with an over-the-top presentation for one food item, and one drink. Make it Instagram-worthy and it’ll spread like wildfire on social media, making it a clever marketing exercise.

August 11: Play in the Sand Day

This is another holiday during which operators will benefit from tapping into the creativity of their kitchen and bar teams. The back of house, for example, can look into creating a sand pudding dessert. As for the bar team, the Blood and Sand is a classic whiskey cocktail that teams with the theme.

August 12: Afternoon Tea Week

An entire week dedicated to afternoon tea! In 2024, this holiday runs to August 18. Afternoon Tea Week is a fantastic way to boost traffic and revenue during the lunch daypart. Further, operators have two shots at brunch to cap this weeklong holiday.

Engage the bar team to have them create an LTO menu of tea-based cocktails, including zero-alcohol to full-ABV options.

August 14: World Calligraphy Day

If you have someone on your team with particularly fantastic handwriting, a sandwich board, and chalk (or markers for acrylic boards), you’re all set to celebrate this holiday. Not only can these signs lure passersby into a restaurant or bar, people like to spread them on social media. The same goes for restaurants and bars with chalkboard menus, making them useful marketing tools.

August 20: National Chocolate Pecan Pie Day

You’ve probably eaten a slice of pecan pie. But what about chocolate pecan pie? It’s possible many of your guests haven’t tried this lesser-known dessert. I bet your kitchen team can change that…

August 22: Burger Day

On its face, Burger Day isn’t particularly unique. However, any holiday can be made unique with a clever and creative promotion.

While it’s the ideal day for promoting your signature burger (or burgers), it will also work as a traffic-boosting LTO. For example, if you don’t have a smashburger on your menu, consider creating one for Burger Day. As another example, if you don’t have sliders, this is the time to offer them. Track the sales of your Burger Day LTOs to consider making them repeat promotions, or adding them to the standard menu permanently.

August 27: National Just Because Day

Sometimes operators are handed the perfect day to create and execute any promotion they can imagine. This is one of those days.

August 30: National Beach Day

Drinks with umbrellas, tropical shirts and beachwear, summery drinks, classic cookout dishes, refreshing desserts… Even bars and restaurants that don’t have an outdoor area can be transformed into a beachy scene.

Image: Ivan Bertolazzi on Pexels

An AI-generated image of a split screen, technology versus people

July 30, 2024by David Klemt David Klemt No Comments

Bridge the Gap: Tech and Hospitality

Bridging the Gap Between Technology and Personal Development in Hospitality

by Doug Radkey

We shouldn’t have to say this, but the above is an AI-generated image.

It’s said that between 70 percent and 80 percent of hospitality businesses plan to increase their investment in technology and AI over the next five years.

As the industry evolves, the key to success lies in bridging the gap between technology and personal development.

Exploring how integrating technology, artificial intelligence, and personal development can transform your hospitality business is more important now than ever before. It’s crucial that today’s operators understand and leverage these elements to improve operations, enhance guest experiences, and foster staff growth.

The Role of Technology in Modern Hospitality

In today’s fast-paced world, the hospitality industry is undergoing a significant transformation, driven by the rapid advancement of technology.

Hotels, restaurants, and bars are increasingly leveraging innovative tools such as AI, IoT (Internet of things), and data analytics to improve efficiency, personalize services, and to stay competitive. As these technological advancements continue to evolve, they are reshaping the landscape of this hospitality, making it more dynamic and responsive to the ever-changing needs of guests.

While technology offers numerous benefits to the hospitality industry, it also presents several challenges and potential downsides. One significant concern is the risk of de-personalization, as the increased use of automated systems and AI can create a barrier between guests and staff. This barrier has the potential to diminish the personalized touch that is a hallmark of exceptional hospitality.

Additionally, the learning curve for staff can be steep. Team members may require extensive training and ongoing support to utilize new technologies effectively. This can lead to initial inefficiencies and frustration as employees adapt to unfamiliar tools and processes.

Balancing technological advancements with human interaction is crucial to maintaining the warmth and personalized service that guests expect, while also ensuring that staff are adequately equipped, and comfortable with the technological tools at their disposal.

The Emergence of AI in Hospitality

There is no better example of the transformative impact of technology on modern hospitality than the recent developments in artificial intelligence. Hospitality-centric AI applications range from chatbots and predictive analytics such as dynamic pricing tools to personalized marketing platforms, offering a plethora of benefits.

Leading hotel chains like Marriott and Hilton have successfully implemented AI-driven guest services and operational efficiencies, setting new standards in the industry.

For example, these hotels are increasingly using AI to personalize the guest experience, from check-in to check-out. Hilton’s Connie, powered by IBM Watson‘s AI, acts as a concierge, assisting guests with information about hotel amenities, dining recommendations, and local attractions.

AI enhances guest personalization by tailoring services to individual preferences while streamlining operations through automation, and providing valuable insights into guest behavior and preferences.

However, these advancements are not without challenges. Data privacy concerns are paramount, requiring stringent measures to protect guest information. Additionally, ongoing management and updates necessitate in-depth training and processes for staff to effectively integrate AI into their daily routines.

Balancing these challenges with the benefits is crucial to harnessing this technology to its full potential in hospitality.

The Importance of Personal Development in Hospitality

The rapid advancement of technology in the hospitality industry underscores the critical importance of continuous staff training and development. As new tools and systems are introduced, keeping staff updated with the latest technological advancements is essential.

Continuous training programs ensure that employees are proficient in using these new technologies, which not only enhances their productivity but also improves the overall guest experience.

For instance, regular workshops and online courses can help staff stay abreast of the latest AI applications and digital tools, enabling them to seamlessly integrate these advancements into their daily operations.

In addition to keeping up with technology, skill enhancement plays a crucial role in personal development. Key skills for hospitality staff must now include digital literacy, adaptability, and emotional intelligence on top of the core values team members should come to understand during onboarding.

Three Keys

Digital literacy ensures that employees can navigate and utilize various digital platforms and tools effectively. Adaptability is essential in a fast-paced industry where change is constant, enabling your staff to adjust quickly to new processes and technologies. Emotional intelligence, which involves understanding and managing one’s emotions and those of others, is particularly important in hospitality, where guest services and interaction are paramount.

Developing these skills through targeted training programs—along with onboarding those that fit your values—can enhance staff performance and guest satisfaction significantly. Moreover, personal development initiatives can greatly influence staff motivation and retention by investing in the continuous growth and development of your employees.

When staff feel valued and see opportunities for personal and professional growth, they are more likely to stay with your business, reducing turnover rates. This is particularly important in this industry, where high turnover can disrupt operations and negatively impact service quality.

By fostering a culture of continuous learning and development despite the advancements in technology, your business can create a motivated and loyal workforce that is committed to delivering exceptional guest experiences.

Bridging the Gap: Integrating Technology and Personal Development

To truly revolutionize this industry, it is essential to adopt a holistic approach that integrates technology while maintaining a strong focus on human elements. A balanced approach ensures that while technology streamlines operations and enhances guest experiences, the human touch remains a key component of hospitality.

This integration involves not only the implementation of advanced technologies but also the development of staff skills to use these tools effectively.

Such an approach ensures your business can harness the full potential of both technology and its workforce, creating a seamless and enriching experience for both staff and guests.

Creating effective training programs is a critical step in this integration. These programs should include comprehensive education on technology and AI, ensuring that staff are not only familiar with new tools but also confident in using them.

Keys to Effective Training

Training should be continuous and not a one-off or a one-hour briefing, and should cover practical aspects of technology use.

For example, this may include operating digital check-in systems or utilizing AI-driven guest service platforms, as well as theoretical understanding of how these technologies enhance operations and guest satisfaction.

Regular workshops, online courses, and hands-on training sessions can help staff stay updated with technological advancements, and develop the necessary skills to leverage these tools in their daily tasks.

Fostering a collaborative culture is equally important in helping staff embrace these new technologies. Encouraging a culture of collaboration and continuous improvement can significantly ease the transition to a technology-enhanced workplace. Involving staff in the decision-making process and encouraging feedback ensures that team member feel valued. Therefore, they are more likely to engage with new technologies.

Bridging the gap between technology and personal development requires a balanced approach that integrates technological advancements with comprehensive training programs and a collaborative culture. This holistic strategy ensures that the hospitality industry can leverage the benefits of technology while maintaining the essential human touch that defines the exceptional service we all love and strive for.

Integrating the Technology

Integrating technology and personal development doesn’t set aside the requirement for careful assessment and planning. Begin by evaluating your current technology and training needs to identify gaps, and opportunities for improvement.

Conduct an audit of your existing systems and processes (tech-based and non-tech-based systems), gather feedback from your staff, and set clear objectives for integration. A thorough assessment helps create a strategic playbook that aligns technological advancements with the developmental needs of your staff, ensuring a cohesive approach.

When it comes to technology adoption, it’s crucial to select and implement new tools that complement your personal development goal, operational needs, and guest experiences. Choose technologies and AI tools that enhance operational efficiency and guest experiences without compromising the human element.

Consider factors such as ease of use, scalability, and integration capabilities. Pilot testing new technologies before full implementation can help identify potential issues, and ensure a smoother transition.

Regular updates and feedback are essential for maintaining the effectiveness of your technology and training programs. Take the time to establish a continuous feedback loop where staff can share their experiences and suggestions for improvement, and then update your systems and training materials regularly to reflect the latest advancements and best practices.

This proactive approach ensures that your team remains equipped with the knowledge and skills needed to leverage new technologies more effectively.

Overcoming Resistance to Change

If you’ve been operating for a number of years and the embracing of technology is new to your style of operations, you may receive resistance from staff who have been with you for a while. Addressing potential resistance to change is a common challenge in integrating technology (or any other type of change).

Strategies for overcoming this resistance may include involving staff in the decision-making process, providing comprehensive training, and highlighting the benefits of new technologies. Developing a growth-based mindset within your workplace culture—through positive reinforcement and recognition of early adopters—can also help encourage acceptance and enthusiasm for change.

Lastly, continuous improvement is vital for sustaining the benefits of technology and personal development initiatives while positioning your brand for the new era that’s upon us.

Evaluate the impact of new technologies and training programs on your operations regularly, and be aware of guest satisfaction scores. Use performance metrics and feedback to identify areas for improvement, and make necessary adjustments.

This commitment to ongoing development ensures that your hospitality business remains competitive and adaptive to future industry changes.

Bridging the gap between technology and personal development is essential for creating a seamless and enriching experience for both staff and guests. Embrace these approaches so your business can innovate and thrive, while still maintaining the warmth and personalized service that define exceptional hospitality.

Image: DALL-E

A team meeting at a table, with people taking notes on notepads

July 25, 2024by David Klemt David Klemt No Comments

Feedback: Friend or Foe?

Feedback: Friend or Foe?

by Jennifer Radkey

Feedback can be used as a powerful tool for personal and professional growth, so why is it that the majority of people purposefully avoid it?

The short answer is that we don’t like to be told that we aren’t doing a good job. Even if the feedback is all positive, there is that slight chance that there might be some negative feedback. Therefore, it’s avoided all together.

There needs to be a mind shift towards feedback. Instead of thinking of it as a criticism of you personally, think of it as constructive advice for how to become a better version of you. Once you accept that, you can use that feedback to build a better version of your business.

Feedback is subjective to the person who is giving it. It is dependent upon that person’s experiences, values, and beliefs, which is why it can not be taken at face value. Feedback needs to be heard without judgment, and then examined for validity.

Assessments and feedback are tools that, when used properly, can give you an edge over your competition.

These tools provide clarity, and allow you to see potential areas for growth that you may not have been able to notice otherwise. When the feedback is positive, it highlights strengths for you to celebrate. When it is negative, it shines light on areas that need to be examined and possibly improved upon.

Who wouldn’t want that opportunity? So, instead of hiding or running away from feedback, what should you be doing?

Seek it Out

Make it a goal to actively seek feedback from others. Shifting your mindset and perception of feedback—positive or negative—to accept that it will help improve your business is powerful. If you are the one seeking feedback, then there is no room to fear it.

Who should you be asking for feedback from? Everyone!

Let’s start with your team. Your business is only as strong as your team. Your success relies heavily upon their performance.

You are most likely already providing constructive feedback to your team and celebrating their successes. (If this is not the case, you need to make this change.)

Are you asking for their feedback though?

Knowing how your team feels about working in your establishment is critical for creating a positive culture, lowering turnover, and building a reputation that makes people clamor to work for you. Create anonymous surveys or bring in a third party to conduct stay interviews to obtain the most valid and truthful feedback from your team. Many may be too fearful to share their honest opinion face to face with an owner or a member of a leadership team.

Next up, you need feedback from your guests.

Most operators already have a system in place for hearing customer feedback, whether it be Google reviews, Facebook reviews, or another platform. The question is…what are you doing with those reviews? Are they being read and considered, and replied to with a thoughtful response?

All three of those actions need to happen to take full advantage of the feedback guests provide. A guest who feels heard and valued is a guest who will respect your business.

Lastly, what feedback do your colleagues have for you? What are your competitors saying about you? Do vendors have a positive experience interacting with you?

The more you know about how others view your business, the more power you have to make informed, effective changes.

Analyze It

Once you have received feedback it’s time to approach it from a curious and analytical mindset. Remove emotional response (or accept your emotional response and put it aside) so that you can benefit from whatever the feedback may be.

Yes, if the feedback is negative you may have an initial negative response. You may feel defensive, angry, anxious, or frustrated. Accept that these are natural responses and then move on.

You will not be able to clearly analyze the feedback if you are stuck in a negative mindset.

A successful operator uses strategic thinking as their main tool to gain clarity. Get curious and start asking questions.

Is the feedback relevant? Is there truth in it? What experience led to it? How was that opinion formed?

Some feedback will require action to be taken on your end, others will not. It’s up to you to analyze and decide.

Implement It

After requesting and analyzing feedback, it’s time to implement it!

Purposeful action defeats fear every time. Take what you have discovered through the feedback that you sought out, and put it into action.

Create S.M.A.R.T. goals and an action plan for you and your team. Or, if the action is larger in scale, host a team meeting, and work together to create the goals and plan. Creating goals as a team allows for everyone to take ownership of the process and the results.

Don’t forget that it’s not only negative feedback that may need to be addressed with action, but positive feedback as well.

How are you going to share positive feedback with your team, and how will you celebrate it? Success is not only built upon implementing change where needed but also in the act of practicing gratitude when needed. Make sure you are doing both.

So, it’s time to stop hiding from feedback; it is your friend.

Seek it, analyze it, and then implement it. Not all feedback requires action on your end, but sometimes you will receive valuable feedback that may create a change in your business that could propel you to another level of success. Be ready for it.

Cheers to personal and professional growth!

Image: Dylan Gillis on Unsplash

July 23, 2024by David Klemt David Klemt No Comments

Difference Between a Plan and Playbook

The Difference Between a Plan and a Playbook

by Doug Radkey

Sometimes AI comes up with impressive images. This is one of them.

You’ve likely heard that 80 percent of hospitality businesses fail within the first five years.

When you ask those in the industry the question of why there is such a high rate of failure, they reply with a fairly predictable list of factors. These tend to be location, concept or brand confusion, lack of service standards, toxic workplace culture, sub-par marketing efforts, and mismanaged funds.

Many operators who fail try to quickly blame external factors, such as the economy.

When you ask the next question—what are the other 20 percent of operators doing differently to surpass five years in business—you get one simple answer. The difference between those who drive a sustainable profit of 12, 15 or 20 percent (or more) and those who don’t boils down to one thing and one thing only: they have strategic clarity.

It’s not that the successful 20 percent did not battle challenges or the same tough economy or labor struggles. What they had was clarity, and a playbook detailing how to overcome a multitude of challenges.

So how do you achieve strategic clarity? Well, it’s much more than just writing—or filling out a template for—a business plan.

What is Strategic Clarity?

Strategic clarity is the comprehensive understanding and alignment within your hospitality business regarding its identity, direction, purpose, and the means to achieve its goals.

It involves clear communication and consensus on key aspects of the business, ensuring that everyone is working towards the same objectives. Below, the key components that define strategic clarity.

1. Understanding Who We Are

Core Identity: This includes the mission, vision, and core values of your business. It defines what the business stands for, and its fundamental purpose.
Strengths and Weaknesses: Recognizing the business’ strengths, weaknesses, opportunities, and threats (SWOT) aids in identifying the core competencies and areas for improvement.
Culture: The shared beliefs and practices that characterize the business’ internal environment, and how it interacts with both staff and guest perceptions.

2. Knowing Where We are Going

Vision: A clear and compelling picture of what the business aspires to become in the future. It serves as a guide for choosing current and future courses of action.
Long-term Goals: Specific, measurable, achievable, relevant, and time-bound (SMART) goals that outline the desired outcomes over an extended period.
Milestones: Intermediate targets that mark progress towards the long-term goals.

3. Understanding Why We are Doing This

Purpose: The fundamental reason for the business’ existence beyond making a profit. It encompasses the broader impact the business aims to have on its community.
Motivation: The driving force behind the business’ actions and strategies. This includes the values and principles that guide decision-making, as well as behavior.
Stakeholder Alignment: Ensuring that the goals and activities of the business align with the interests and needs of its stakeholders: guests, employees, investors, and the community.

4. How We are Going to Get There

Strategy: The overarching plan that outlines how the business will achieve its vision and long-term goals. It includes the allocation of resources and the selection of strategic initiatives.
Tactics: The specific actions and steps that will be taken to implement the strategy. This involves detailed planning, delegation, resources, and execution.
Performance Metrics: The criteria and tools used to measure progress and success. Key Performance Indicators (KPIs) and other metrics help track the effectiveness of strategies and tactics.
Continuous Improvement: The process of regularly reviewing and refining strategies and tactics based on performance data and changing circumstances.

Strategic clarity is essential for the cohesive and effective functionality of your bar, restaurant, or hotel business. This leadership approach ensures that all members understand and are aligned with the business’ identity, direction, purpose, and methods.

By achieving strategic clarity, organizations can navigate challenges, seize opportunities, and build upon sustainable long-term success. What we have found over the years that attributes to long-term clarity and success is a series of playbooks.

Understanding Plans and Playbooks

Let’s first dive into the critical distinction between a plan and a playbook, and why this matters for your bar, restaurant, or hotel. Understanding and utilizing both can significantly impact your business’ ability to start strong, stabilize effectively, and ultimately position you to scale successfully.

A traditional business plan, as you may know it, is a document that outlines your goals, and the steps you will take to achieve them. It’s often the number one consideration to secure funding and to set strategic direction.

However, it is, more often than not, missing plenty of crucial information, strategies, and guidance that end up planting a false sense of security.

A playbook, on the other hand, is a more comprehensive guide filled with detailed processes, best practices, and adaptable strategies tailored to your specific operations. Within this dynamic industry, you need more than a standard business plan if you want to be successful.

In fact, you should have eight different playbooks in place to position yourself within the top echelon of this industry.

The Power of Playbooks in Hospitality

While plans are often static or rigid (and often forgotten about shortly after they’re written), playbooks are designed to be flexible and adaptable.

Playbooks provide a step-by-step guide, ensure consistency and efficiency, and offer adaptable strategies and best practices to start, manage, and grow effectively.

Playbooks go into more granular details, and provide actionable steps. In this way, they’re notably different from a singular business plan.

The Eight Playbooks

No matter if you are operating a coffee shop, bar, restaurant or hotel (or any other concept within the hospitality industry), the following eight playbooks should be looked at as non-negotiables.

Feasibility Study/Playbook: The foundational guide for assessing the viability of your hospitality business idea. It involves a comprehensive analysis of the market, competitive landscape, financial projections, and operational requirements. This playbook helps you determine whether your concept is realistic and profitable before committing significant resources.
Concept Playbook: Focuses on refining your hospitality business idea into a clear and compelling concept. This playbook guides you through creating a unique value proposition, defining your target market, and outlining the core elements of your business, including service style, interior design, and internal programming.
Prototype Playbook: A step-by-step guide to developing a tangible representation of your hospitality concept. This playbook helps you create a prototype that can be tested and refined before a full-scale launch. This playbook covers design specifications, operational workflows, fixtures/furniture/equipment, and detailed budgets.
Brand Strategy & Identity Playbook: Defines the strategic approach to building and maintaining a strong brand. This playbook covers the creation of your brand identity, messaging, and positioning to ensure consistent and impactful brand communication. It involves color psychology, core values, mission statements, brand experiences, and more.
Marketing Playbook: Outlines the strategies and tactics to attract, build, and retain your target guests. This playbook provides a roadmap for creating and executing effective marketing campaigns across various channels. It provides a step-by-step guide on content, social media management, database building, email marketing, partnerships, and community activations, along with detailed guest journey maps.
Tech-stack Playbook: Provides guidance on selecting and implementing the correct technology solutions to enhance your hospitality operations. This playbook ensures that your technology infrastructure supports your business goals and improves efficiency. This playbook identifies technology gaps, software solutions, hardware requirements, and integration plans, plus training and support on technology.
Financial Playbook: A comprehensive guide to manage your hospitality business’ finances. This playbook covers budgeting, financial forecasting, accounting practices, and financial performance analysis. It should highlight financial contingency plans, mock labor schedules, daily/weekly/monthly/seasonal traffic reports that align with the business, and financial objectives.
Operational Playbook (a.k.a. Business Plan): Outlines the day-to-day operations in great detail, along with long-term strategies. This playbook ensures that all aspects of your operations are well-coordinated and aligned with your overall business goals, and the other seven playbooks. It should highlight standard operating procedures, labor plans, supply chain management, guest services, and measurable operational metrics.

You’ll notice there are seven other playbooks written before the business plan. Far too often, this is where people start. Without the other seven playbooks, it will be nearly impossible to craft a winning playbook for your day-to-day operations.

When Should You Use Playbooks

To Start: These eight playbooks are crucial to craft your success story right from the beginning. Build the foundations before signing a lease or purchasing a property.
To Stabilize: If you’re currently underperforming (profit margins under 12 percent for bars and restaurants, and under 15 percent for hotels), use playbooks to generate impactful results.
To Scale: These playbooks will help ensure that both your first location—and the next location—are prepared for consistent operations without diminishing your brand equity.

Strategic planning within detailed playbooks is essential for your hospitality business’ success.

Regardless of your current position, evaluate your use of business plans, and consider developing comprehensive playbooks instead. Make the time and commitment to achieving true clarity in your business, and position yourself to be on the correct side of this industry’s statistics.

AI image generator: DALL-E