Latest / Hospitality Mavericks Podcast Show
#326 Tom James Managing Director at Bill's - Putting Guest Happiness at the Center
Michael welcomes Tom James, to discuss winning in a hyper-competitive hospitality market through counterintuitive strategy and team buy-in.
Tom shares his 30-year hospitality journey, joining Bill’s five years ago as operations director before becoming managing director, and describes the shift from an ops-only lens to leading cross-functionally with a two-year plan.
Bill’s distilled 257 actions into one message—“everyone leaves happy”—and made guest satisfaction the core KPI, built from reviews, surveys, and mystery diners, tying incentives to guest metrics rather than financial ones.
He…
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