The UK hospitality sector has a 52% staff turnover rate. This is not a staffing crisis. It is the bill arriving for thirty years of treating people as a cost.
If you run a restaurant, pub, B&B, boutique hotel, or any independent hospitality business, you have had this experience.
The gap between what guests say to your face and what they write online is not a mystery. It is a documented psychological phenomenon.
Until you understand it properly, your guest satisfaction scores will keep telling you one thing while your reviews tell you another.
