Listen and Learn. Your employees are the voice of your operational realities. They are your eyes and ears of your guest experience and give you foundational insights into your real SWOT (Strengths. Weaknesses. Opportunities. Threats.)

Imagine how many misunderstandings would be eliminated if we were just present in our conversations with one another. Most of us just hear, we don’t really listen. We allow our self-talk and those proverbial "squirrels" (distractions) to take over our minds, which means we are no longer focused […]