I’ve stated many times in this manual that the customer is the number one reason the hospitality industry exists. If it weren’t for the customer, neither you nor I would have a job. Listed below are a number of strategies and tactics to assist in increasing customer service standards. As I’ve mentioned in earlier chapters, as a general rule: aim to create a positive emotional … [Read more...]

Optimizing procedures and creating rules and systems which promote greater productivity in your establishment are ways to assist in the improvement of overall business profitability. Listed below are some strategies and tactics that may help improve productivity in your venue: As I’ve explained previously, try and consciously keep morale high amongst your staff. If your … [Read more...]

Generally speaking, profitability is the number one reason for engaging in business. In the hospitality industry, it is easy for profitability to erode if operational standards are not kept. Listed below are some strategies and tactics that may help improve profitability in your venue: If you offer meals in your establishment, instruct your waitstaff to offer before and … [Read more...]

Theft, wastage and spillage can wipe out a large percentage of your profit – which can translate into millions of dollars per annum if your establishment is a large enough operation. Listed below are some tips and tactics to help reduce unnecessary loss of stock in your establishment. Propaganda is your friend – tell your staff that you will prosecute them if they are … [Read more...]

Managing staff can be an extremely difficult and draining process, especially if you are not experienced in frontline management or are a natural leader. Please remember that this manual isn’t specifically about managing people, however I’ve picked up a few strategies and tactics to assist in motivating and steering your team towards your desired goal. Try not to scream and … [Read more...]