Guests Need a Reason to Return
Repeat business is not a vague outcome of good service; it is built by designing specific, profitable occasions guests want to choose again.
Read Field Note →Field Notes
Ideas for the work in front of you.
Practical answers and perspectives from hospitality experience.
Compliance Is Now an Operating System
Hospitality operators need to stop treating compliance as a periodic legal task and start managing it as a repeatable part of daily operations.
Read Field Note →Your Staffing Plan Is Not a Recruiting Plan
Hospitality operators need a workforce system that accounts for labor volatility, develops people faster, and measures the management conditions that make them stay.
Read Field Note →Demand Is Active. The Guest Decision Is Harder.
Guests are still spending, but operators need to earn the check by designing clear value around the occasions they can actually win.
Read Field Note →Experience Is the Next Hospitality Growth Engine
Operators can create new traffic and revenue occasions by treating beverages, programming, and local storytelling as disciplined operating tools rather than marketing decoration.
Read Field Note →Restaurant Technology Should Remove Work, Not Rearrange It
For restaurant operators, the right technology is not the platform with the longest feature list; it is the one that removes friction from a specific operating workflow.
Read Field Note →Summer Travel Demand Is an Operating Test, Not a Sales Forecast
When travelers make dining part of the itinerary, destination-market restaurants need to manage discovery, differentiation, pacing, and follow-up—not simply hope for a full dining room.
Read Field Note →Technology Should Remove Work, Not Create Another Workflow
Restaurant technology earns its cost only when it removes a defined operating constraint and makes execution easier for the people doing the work.
Read Field Note →SOPs That Survive Turnover: Why Most Manuals Die in a Drawer
How to write hospitality SOPs your team will actually use — the one-page rule, rollout discipline, and quarterly review, from a 20+ year operator.
Read Field Note →What Should Food Cost Actually Be? An Operator's Answer
Food cost targets explained by a 20+ year operator: why 28–32% is the wrong starting point, and how prime cost tells the truth.
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