Sébastien Fernandez
Hospitality Industry’s New Tipping System: What You Need to Know
EHL Insights | July 26, 2023
By Michael Gyger, Sébastien Fernandez How tips are distributed can quickly become a hot topic in restaurants and hotels. Employees care about justice and want to be rewarded according to their efforts. Is it fair that a server who is capable to deliver a better service than his or her colleagues (and gets more tips) has to put all the money earned in a pot that will be equally shared with other employees? Or, is it fair that a server keeps all the tips received when part of the excellent customer experience is also shaped by fellow colleagues (chefs, runners, bartenders)? None of these systems is totally fair, but they are used in many re...
Hospitality Recruitment: Why a Methodical System Wins Over Gut Instinct
Dr. Sébastien Fernandez | May 17, 2021
By Dr. Sébastien Fernandez A counter-intuitive yet highly practical approach to what really matters when hiring. Using a consistently methodical system throughout the hospitality recruitment process could win out in the long run over simply following gut instinct about a future employee. Poor use of intuition when hiring Some illusions persist over time. One of them is to believe you can determine who should work for you based on a 1-hour conversation. If so many people could accurately judge others, we would not observe voluntary or involuntary turnover to be that high in some companies. We would probably also not see so many intima...
