The hospitality industry is historically in reaction mode. It is the slowest to adapt a new technology and mindset necessary to stay relevant and profitable in any economy. Mostly, the hospitality industry fights change and adamantly tries to keep the status quo. During this crisis I see the same mindset over and over again: blame, apathy and defensiveness.
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Hospitality Industry: How To Re-Evaluate Your Business And Survive The Crisis -- So You Can Avoid Being A Victim
Your business hasn't failed as a result of the crisis -- your business, while physically remaining open, had failed prior to the crisis.
Read MoreGreat Customer Service Is Costing You Business
The terms service and hospitality are often used interchangeably. Though interrelated, they are not one and the same. Service and hospitality are two separate aspects of business and if regarded and used this way, can fundamentally change the results you create.
Read MoreCustomer Surveys Are Killing Your Business
Sprint finally realized: people don't stay on the phone for a damn survey! And, they decided, tricking people into it would be a worthy and profitable idea.
Read MoreHow To Conduct Employee Reviews
For many, restaurants are a transitional path for people on the way to “real” jobs or careers. Yet, this truth is a poor excuse for the industry’s notoriously high turnover. In reality, lack of employer support and diminished growth opportunities -- not the prospects of a “real job” -- are some of the biggest contributing factors to why most people leave the restaurant industry.
What To Say To Your Hospitality Team In Pre-Shift Meetings
The truth is, many restaurants don't have pre-shift meetings, and some that do still don't have a solid system or strategy around how they do it. Many restaurant managers think of pre-shift meetings as a necessary evil. They make it boring and glum by merely talking about new specials, 86’d items, and pointing out the negatives, like wrong uniform or schedule issues.
Read MoreThe 3 Most Common Misconceptions About Restaurant Managers
Many restaurant employees I’ve worked with wanted to become managers. They all had similar reasons for it: a bigger paycheck; a desire for authority and recognition; a more stable schedule. But most of them also didn’t understand what it means to be a restaurant manager.
Read MoreHow to Become a Restaurant Manager Your Team Will Love
Between wearing many hats, the pressure to wear them all well, and juggling what can seem like a thousand daily tasks, restaurant management is survival of the fittest. It’s a job where shifts notoriously last 10-14 hours (sometimes longer), which can be taxing on the body and overwhelming on the mind.
Read MoreQuick Service Restaurant Doesn't Mean Hit It And Quit It
With anything I do, say or write, I am not looking for people to agree with me. If anything, I'm looking for people who challenge my ideas. It kicks me into a higher gear of thinking; ideas are born. I get excited that I got them thinking and I get more to write about. This article is born from that.
Read MoreWhat's Wrong With "Can I Help You?"
When the hostess finally looked at us, she asked the worst question any service professional can ask. "Can I help you?” She followed it up with a raised eyebrow. My cynical side wanted to come out say, “Well, I don’t know, can you?”
Read MoreSo, you want to open a restaurant?
Even with all the winning elements in place, 50% of restaurants go out of business within 3 years of their opening date. There are many opinions as to why this happens, hence the common “tough business, low margins, low profits” comments. The truth is, those restaurants don't make it because they lack HEART.
Read MoreHow Good Service Kills Your Restaurant
If you think service is why people return to your restaurant, It's a safe bet that you won't stay in business. "What?!” Let me help you out. You don't think people come to your restaurant thinking: I hope the staff is rude to me, my food tastes lousy, I wait for my drinks for an eternity, can't find my server when I need them, and hopefully they say "duces" on my way out, do you?
Read More3 Ways To Keep Best People In Your Restaurant/Business
Ask any restaurant owner/manager what their biggest challenge is, I guarantee, hiring and keeping the best staff will make the top three on their list. Restaurants have high turnover, averaging over 66% annually, and with the payroll standard of 30-35% of total sales, let’s face it, there isn’t any room for hiring and training the ones that will bring your business down.
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