Notes from CEO Mistie’s recent trip to the land where hospitality is a craft Have you ever wondered why chefs yell “Irasshaimase!” when you walk into a sushi restaurant? It means Welcome! and it is based in the Japanese art of Omotenashi. Omotenashi is the Japanese art of selfless hospitality.
Busy nights pull every team into fast decisions, and the pressure shows most in recovery moments. A guest mentions a delay. A dish misses the mark. A drink feels off. The team hesitates because they fear giving away too much or stepping outside their authority. You can remove that hesitation
Every restaurant will face difficult guests. Whether someone is upset about a long wait or unhappy with a dish, your team’s response can either diffuse the situation or make it worse. These interactions are high stakes. They affect other guests, impact team morale, and leave a lasting impression. How you
Tense moments happen in restaurants. Whether it’s a frustrated guest, a miscommunication between team members, or a high-stress situation during service, knowing how to de-escalate conflict is essential. As restaurant operators, we cannot avoid every confrontation, but we can train our teams to respond with professionalism and calm. At EyeSpy,
The most successful restaurants are building guest experiences that keep people coming back month after month, year after year. One of the most powerful tools in that process is Mystery shopping. Here’s why. Our mystery shopping service goes far beyond a single visit scorecard. We capture every detail of the
Summer is peak season for the hospitality industry. Tourists roll in, patios fill up, and demand skyrockets. But with the heat comes the pressure—higher expectations, busier shifts, and the challenge of delivering seamless service to every guest, every time. That’s where mystery shopping comes in. It’s not just about catching
Bi-Weekly Hospitality Business News & Strategy Advice
