Mark Heymann
Carrollton
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Articles by Mark Heymann
Are You Winning Your Brands Moments of Truth
While the term “moments of truth” precedes the 1980s when Jan Carlzon embraced the concept with Scandinavian Airlines, we’ve reached a point in our service-based economy where this concept demands revisiting. Let me start with a quick refresher about the concept of Moments of Truth. It is the critical touchpoint where a customer interacts with a brand and forms a lasting impression.
Why You Should Drop The Term 'Soft Skills'
Mark Heymann, Managing Partner. Mark Heymann & Assoc. HFTP Hall of Fame; BA Economics Brown Univ, MS Business, Columbia Univ. As I reflect upon my years in the service industry, specifically focusing on optimizing the investment and outcomes in human resources, I have been thinking about the skills that we expect from our service staff as well as our leadership.
Council Post: Is Technology Commoditizing The Customer Experience?
Mark Heymann, Managing Partner. Mark Heymann & Assoc. HFTP Hall of Fame; BA Economics Brown Univ, MS Business, Columbia Univ. As the use of technology continues to increase in the customer’s buying and product use journey, a question arises as to how this impacts the customer’s perception of service quality and, therefore, their loyalty to a company’s product. Customer perception refers to the views of your business products and every experience the consumers have had with your company.
Council Post: AI: Is The Intelligence Artificial Or Amplified?
In today’s environment, there’s barely a day that goes by when there isn’t some discussion or article written about the latest in artificial intelligence. It’s a very exciting time as we look at what computers can accomplish with or without human intervention. To take a half a step back and to even the playing field in order to ensure clarity in the discussion that’s going to ensue, I will highlight four key areas of what is called artificial intelligence.
Council Post: Scheduling: Updated For A Service Economy
Mark Heymann, Founder of Mark Heymann & Assoc. When you consider productivity and labor management, scheduling is always part of the conversation. And over the years, scheduling has become an integral part of ERP systems, but the term scheduling is really not sufficient for today’s service-based economy. Demands have changed, and because of it, scheduling must take on a whole new meaning. Historically, scheduling has always been a key part of labor management, but it was a much simpler process.
Redesigning The Hospitality Industry Post Pandemic
HOTEL BUSINESS REVIEW NOVEMBER FOCUS: Architecture & Design Redesigning The Hospitality Industry Post Pandemic By Michelle Leotaud Managing Director, Apple & Iron Concepts Ltd. | November 2022 SAVE SHARE TEXT SIZE PRINT COMMENT PDF The pandemic which sent the world into seclusion changed much about the way we now operate today and perhaps way into the future.
Council Post: Lessons Learned: Are Hoteliers Adapting From Past Operational Approaches When It Comes To Today’s Workforce Management?
Mark Heymann, Founder of Mark Heymann & Assoc. Throughout hospitality’s long history, one thing that has remained constant has been the need to replace staff who it seems, left as quickly as they joined. Far from representing a new challenge for the industry, what the ongoing labor shortage has done is simply further expose a recurring issue where unsatisfied employees are leaving for either better opportunities or better work environments.
Total Revenue Management: It's Time to Think Outside of The Spreadsheet
HOTEL BUSINESS REVIEW OCTOBER FOCUS: Hotel Revenue Management Total Revenue Management: It's Time to Think Outside of The Spreadsheet By Judith Cartwright Founder & Managing Director, Black Coral Consulting | October 2022 SAVE SHARE TEXT SIZE PRINT COMMENT PDF Revenue management is often misunderstood or worse, feared by the hospitality sector. Many pigeon-hole its relevance to rooms only, some underestimate it as an exercise in Excel analysis, and others stick their heads in the sand completely.
Council Post: It’s Time To Change The Employee Relationship
Mark Heymann, Founder of Mark Heymann & Assoc. In today’s business environment, we frequently discuss engagement coupled with loyalty. We study whether our staff is engaged and assess the economic impact of different levels of engagement. At the same time, we want to understand how loyal our team members are and how we can retain these individuals, especially in a very competitive environment.
Putting An End To The Bleeding Effect On Hospitality's Workforce
The hospitality industry has always suffered from high turnover, but the ongoing labor crisis has made the current situation more untenable as operations either grind to a halt or are so poorly staffed that service quality dips below acceptable levels. Guests who gave operations more leeway during the pandemic are beginning to demand more value for the rates they're paying.
UniFocus Boosts Hotelier Capabilities to Attract and Retain Employees with Intelligent Tip Pooling
UniFocus, the leading provider of Workforce Management Systems, has today announced its launch of an advanced tip pooling software feature. This feature streamlines hotel business operations while automatically providing employees with the precise amount of tips owed.
Staying One Step Ahead of the Growing Complexities in Labor Laws
Ask any hospitality-based manager what takes up a majority of their work day and the answer is likely to be routine processes such as employee scheduling which while essential to business operations, represent an inefficient usage of time. Central to this issue with regards to scheduling is the ever-increasing scope and complexity of labor rules and regulations that a manager must ensure compliance with at all times and for each employee.
9 Experts React to Stayntouch Report Finding Hotel Technology Sentiment, and Spending, are Reaching a Tipping Point
Hospitality has embraced technology in unprecedented ways. According to the 2022 Hotelier Technology Sentiment Report, released by Stayntouch in partnership with Graduate Students at NYU Tisch Center of Hospitality, hotels are spending more on technology than ever before, with technology spending increasing 31 percent in under two years.
Is Your Hotel Prepared to Host Hybrid Events?
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Bringing the Benefits of Mobile to Hospitality's Workforce
The advantages of mobile-based technology have been long recognized by hoteliers in terms of how such platforms can elevate guest experiences by boosting convenience and personalization while leading to the potential to offer swifter service as well as promotional material. With almost 90 percent of guests indicating that they prefer to interact with a mobile app to manage their entire stay, hotels have found no shortage of ways to meeting changing service expectations.
Council Post: Reaping The Benefits Of Flexibility
Mark Heymann, CEO and co-founder of UniFocus. getty Across all industries worldwide, today’s employees are making their voices heard on the growing need to revamp traditional work schedules and rules based on evolving lifestyle preferences. In fact, recent survey results indicate that as much as 83% of employees would feel more loyal toward their employers if more flexible work options were made available to them.
Why It Is Critical To Care About Your Employess’ Financial Wellness | By Mark Heymann – Hospitality Net
As every hospitality leader tries to address declining employee satisfaction, one simple way to think about the problem is to spend two weeks in their shoes. Why two weeks? Because that’s typically the time frame that an employee is waiting for another paycheck to arrive, and those 14 days can feel like an eternity. According to research from PYMNTS.com, 125 million adults in the U.S. are living paycheck to paycheck.
Why It Is Critical to Care About Your Employees’ Financial Wellness
Why It Is Critical to Care About Your Employees’ Financial Wellness UniFocus | January 06, 2022 By Mark Heymann As every hospitality leader tries to address declining employee satisfaction, one simple way to think about the problem is to spend two weeks in their shoes. Why two weeks? Because that’s typically the time frame that an employee is waiting for another paycheck to arrive, and those 14 days can feel like an eternity.
How Yield Management Can Maximize Revenue Throughout a Property
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Council Post: The Role Of Shifting Expectations In The Labor Shortage
Mark Heymann, CEO and co-founder of UniFocus. getty A new survey reports that more than half of U.S. hospitality workers aren’t going back to their old jobs, and a third are leaving the industry entirely. As service operators grapple with this unprecedented labor shortage, it has placed a glaring spotlight on another longstanding issue within the industry: meeting the diverse needs of the service sector’s employees.
Using Technology to Combat the Labor Shortage
Every industry felt the impact of the labor crunch during the pandemic and now, as recovery efforts are underway, businesses are struggling to recover employees quickly enough to meet the rise in demand. Particularly impacted by the staffing shortage, restaurants are struggling to beat the labor crisis, with staffing shortages felt in both back-of-house and front-of-house staff.
Changing The Playbook: How labor management technology can transform hospitality's outdated labor structures
The widespread staffing shortages plaguing hospitality enterprises are not solely due to the Covid-19 pandemic. Sure, the pandemic has intensified them, but the shortages are more so a direct byproduct of ineffective labor structures that fail to align with the needs of a new generation of workers.
Changing The Playbook: How Labor Management Technology Can Transform Hospitality's Outdated Labor Structures | By Mark Heymann – Hospitality Net
The widespread staffing shortages plaguing hospitality enterprises are not solely due to the Covid-19 pandemic. Sure, the pandemic has intensified them, but the shortages are more so a direct byproduct of ineffective labor structures that fail to align with the needs of a new generation of workers.
Changing the Playbook: How Labor Management Technology Can Transform Hospitality’s Outdated Labor Structures
Changing the Playbook: How Labor Management Technology Can Transform Hospitality’s Outdated Labor Structures Mark Heymann | September 01, 2021 By Mark Heymann The widespread staffing shortages plaguing hospitality enterprises are not solely due to the Covid-19 pandemic. Sure, the pandemic has intensified them, but the shortages are more so a direct byproduct of ineffective labor structures that fail to align with the needs of a new generation of workers.
Council Post: Changing The Playbook: How Labor Management Technology Can Transform Hospitality's Outdated Labor Structures
Mark Heymann, CEO & Co-Founder of UniFocus. getty The widespread staffing shortages plaguing hospitality enterprises are not solely due to the Covid-19 pandemic. Sure, the pandemic has intensified them, but the shortages are more so a direct byproduct of ineffective labor structures that fail to align with the needs of a new generation of workers.
Council Post: How Hospitality Can Leverage Tech To Alleviate Staffing Challenges
Mark Heymann, CEO & Co-Founder of UniFocus. getty The hospitality sector’s record-low revenue per available room (RevPAR) rates and guest volumes as a result of Covid-19 are finally in the rearview mirror, but hotels and restaurants have another crisis on their hands. While demand is returning, their employees are not — and an industry that once accounted for 1 in 25 U.S. jobs now faces a serious staffing shortage problem.
Sustainable by Design: The 'New Normal'?
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How hotels can leverage operational technology for recovery
The use of innovative operational technology has emerged as a key component to hospitality’s pandemic recovery. Operational technology aligns with the preferences of the post-COVID guest, which will be centered upon safety, simplification and smartphones. Take contactless check-ins, for example. Instead of checking in at the front desk, guests would much rather use a mobile app that simplifies the process and reduces the risk of getting sick from human-to-human interaction. This is the new reality.
Guestroom Sanitation: Exploring the 3 Levels of Cleanliness
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A World Turned Upside Down: The Post-COVID Hotel Sector
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How Advanced Technology Can Foster a Fair Environment Amid New Tipping Regulations
The newly proposed restaurant tipping regulations soon to be implemented by the U.S. Labor Department have sparked sharp contrasts among restaurants and industry labor advocates alike. The regulations, which are set to become law in April, will eliminate the “80/20” rule that previously mandated employees earning a tipped minimum wage could only spend 20 percent of their shift performing non-tipped tasks.
Digital Innovation in Spa and Wellness: The Guest Experience
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Why Labor Management Systems Are a Resource Healthcare Can Rely On
In 2021, the role of advanced technology solutions across the healthcare sector can – and should — be expanded. They already have been applied in such areas as billing, administrative work, in prescription management and some staff position scheduling. But with the ongoing advances in digital capability and automated intelligence, now is the time to consider a more holistic approach for how to integrate digital systems and solutions.
Local Gigs & Services: High School Tutoring
This post was contributed by a community member. The views expressed here are the author's own. My name is Mark Heymann, and I'm a college student offering tutoring services to local high school students. I'm a graduate of Highland Park High School, where I was Salutatorian. If you're in need of a tutor, check out my website, markheymann.weebly.com, to learn more about me! More Classifieds
Why Advanced Tech for Restaurant Employee Safety is Here to Stay
There’s no doubt that the COVID-19 pandemic has accelerated the incorporation of advanced technology across various facets of the restaurant industry. From contactless ordering and extensive systems for take-out/delivery fulfillment to real-time location solutions and mobile tracking devices, restaurants have leveraged the latest forms of digital innovation as a means for survival.
How hotels can develop a dynamic budget for COVID-19 and beyond
In the new normal of uncertainty surrounding the hospitality sector, deploying a single operating budget strategy is not optimal for hotels to financially survive. The ripple effects of the COVID-19 pandemic have depleted everything from occupancy levels to air travel rates, which, in turn, has made it extremely difficult to stay profitable. The most challenging aspect of the equation is that we don’t know what lies ahead.
Designing Hotel Spaces for Micro-Events in the Covid-19 Era
HOTEL BUSINESS REVIEW NOVEMBER FOCUS: Hotel Design Designing Hotel Spaces for Micro-Events in the Covid-19 Era By Mary Alice Palmer Principal & Director of Hospitality Interiors, HKS | November 2020 SAVE SHARE TEXT SIZE PRINT COMMENT PDF Small weddings and elopements are a way of the future, with many of the top wedding industry leaders shifting business models to promote and accommodate these types of events.
For Restaurants, 2021 Budgeting Will Require a Three-Tiered Approach | Modern Restaurant Management | The Business of Eating & Restaurant Management News
The high levels of uncertainty surrounding the future of the COVID-19 pandemic highlight the importance for restaurants to rethink their approach to budgeting for 2021. Historically, food service businesses formulated a single year-long budget tailored to labor needs, food costs, average daily revenues, capacity levels and customer trends – all of which were in relation to historical results and relatively stable.
Are Hotels the Perfect Place for Remote Work?
HOTEL BUSINESS REVIEW NOVEMBER FOCUS: Hotel Design Are Hotels the Perfect Place for Remote Work? By Megan Wenzl Content Marketing Strategist, Clique Studios | November 2020 SAVE SHARE TEXT SIZE PRINT COMMENT PDF One guest sits at the bar with a laptop. Another guest sits in a comfortable chair. A third guest sits at a large communal table. All three have one thing in common: They know that hotels are the perfect place for working remotely.
High School Tutoring
This post was contributed by a community member. The views expressed here are the author's own. My name is Mark Heymann, and I am offering tutoring services to local high school students in a wide range of subject areas. I graduated as Salutatorian of my 2018 Highland Park High School class. I have ample tutoring experience and am offering great rates.
Mobile First: Top Ways Mobile Can Strengthen Your Operations
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How Hotels Can Use Tech to Recover
By Mark Heymann, CEO of UniFocus - 08/24/2020 Get great content like this right in your inbox. Subscribe There was once a time when the hospitality industry was, to some extent, considered recession-proof, even amid economic downturns or simple decreases in travel rates. And while that may be true, the last six months have proved that hospitalitycertainly isn’t pandemic proof. So, hotels need to think strategically about their business operations in order to align with alleviating guest concerns.
For Restaurants to Recover, Unions and Lawmakers Must Step Up
“We cannot choose our external circumstances, but we can choose how we respond to them.” Although I wish I could say I crafted that quote myself, it actually comes from a first-century Greek philosopher named Epictetus. Given the current situation, we should all take a page out of his book. If we’ve learned anything over the past few months, it’s that the societal effects of the novel coronavirus pandemic have drastically altered the way hotels and restaurants must operate moving forward.
How to Optimize Hotel Labor Management for COVID-19 Recovery
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3 steps to optimizing staffing during COVID-19
As we continue on through the coronavirus pandemic, the hospitality industry faces a unique set of challenges that will require hotels to take an adaptive approach to staffing. A new reality exists as occupancy levels are now entirely more difficult to predict. Uncertainty about the virus has made it nearly impossible to anticipate the expected occupancy levels for next week, next month or next year. Without that visibility, money—lots of money—can be lost.
Five Ways to Increase Hotel Sales and Impact During and After the Pandemic
From Ted Talks to LinkedIn articles, we are told that authentic stories trigger human connections. Since the days of gathering around a campfire, stories have entertained, educated, and inspired every member of multi-generational gatherings. And every Hollywood movie has started with a storyboard: a flow of sequential narrative with connected images that condenses the plot into highlights and reveals how the characters interact within the setting.
How Hotels Can Optimize COVID-19 Downtime
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First Impressions: The Seriousness of Touchpoints in the Customer Experience
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Operating Restaurants in a COVID-19 Environment
As we’ve learned from COVID-19, restaurants are among the most vulnerable of businesses when a global pandemic brings the economy to a screeching halt. A Pew Research Center study found that nearly 1 in 4 U.S. workers are employed in industries most likely to feel an immediate impact from the pandemic. Unfortunately, the restaurant industry and its 13.4 million employees directly fall into that category.
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