Return on Experience (ROX) measures how food and beverage operations contribute to guest satisfaction, loyalty, and overall brand value—not just profit—by balancing experience quality with operational costs.
Archives: News
Hospitality Management’s Spheres of Influence and the 5 P’s
A series of three articles aimed at managers and organizations looking to improve personal and organizational effectiveness from the frontline managers to the COO.
Turn the A.I. Loose to Strengthen Your Brand
Casino resorts can strengthen their brand not through traditional advertising, but by empowering frontline employees—“Alpha Influencers” (ALPHAS)—to shape guest experiences.
Managing a Diverse Foodservice Portfolio
Jeffrey Stern shows how large casino F&B operations can be “eaten in small bites” by splitting them into semi‑autonomous business units—each led by a dedicated manager‑chef team with its own P&L and tailored KPIs—to foster accountability, innovation, and guest engagement.
Tribal Casino F&B in the 2020’s and EMSOURCING: (EMbedded reSOURCES)
A new approach for F&B management, training and oversight, to provide immediate and sustained improvements in financial performance and guest experience.