8 posts.
Places & perspectives
Xenia, atithi devo bhava, the Rule of Saint Benedict and omotenashi each answer the same question: what do we owe a stranger at the door? Their answers still work.
Operations & service
Faster tables do not need faster guests. Split every visit into guest time and house time, then shorten only the house time: the waits for menus, food, the bill and the reset.
Operations & service
Kitchens say 'heard' and think the loop is closed. It is only half closed. Here is how the pass works, and what to borrow from hospitals to fix it.
Operations & service
A well-handled complaint is the most dependable route to a guest who returns. A five-step routine for restaurants and hotels, with a candid look at what the research does and does not prove.
Operations & service
Pre-shift meetings often turn into announcements that evaporate by the first table. A shorter, changes-only format with a quick check for understanding sticks better.
Technology & AI
Restaurant technology works when it takes over a transaction and fails when it replaces being noticed. A simple test for QR menus, kiosks and service robots.
Marketing & guest experience
Guests do not remember a meal evenly. They remember a handful of moments, usually the handovers. Here are seven to design on purpose, and what to do at each.
Places & perspectives
Omotenashi is often described as a mood. The research suggests it is closer to a system: training, shared feedback, and respect for the guest's choice. Here is what travels.
