Tips on Running a Profitable Restaurant – Upcoming Events March 25, 2013 – note from: Service w Style
Blog: It’s About Service “2nd Generation Staff” By: Darren S. Denington, CFBE A recent trip to an island resort proved a theory to me that I have had for a long time. Staff turnover can result in your company’s loss of its passion and caring for your guests. The problem with opening a new restaurant, hotel or bar usually occurs 7 to 12 months down the road when the core group of opening staff starts to turn over. When it was brand new, the leadership team was focused on passionately communicating their message of how important the guest is and training the staff accordingly. Very quickly, the people that were first trained with passion are now doing the training. A little more time goes by and the ones that were trained by the 2nd trainers are now doing the training. Each time the original passion and message is lost even more. While at the islands resort swim up pool bar, I realized that I, the guest, was no longer the main priority. Watching TV, texting and other employee conversations received all of the bartender’s attention leaving me to think that the 2nd generation employee also refers to the young men and women just starting to work in the hospitality industry. For the last few decades, our industry has had a great guest service focus and the companies that have been doing it right have seen the rewards of building a loyal cliental. Now they can also be challenged, just like this island resort. They have enjoyed a long run of the same great staff and when turnover occurs they are forced to fill the positions with a younger generation employee. This 2nd generation employee may have all of the skills, attitude and desire to fill the position but they need to understand your passion for the guest. So pull out those old training manuals, dust off the guest service books and bring back an old service slogan along with the passion for your guests. If you want your guests to feel the experience that will build your brand, than make sure it is coming from your team. I can promise you that just like this island resort, the hospitality industry is focused on getting this right. For more information on guest service and team building, click here for our upcoming webinar session “8 Ways to Build a Winning Hospitality Team.” https://servicewithstyle.com/our-services/webinars-.html Featured Offer David Scott Peters was recently featured in our January 2013 Newsletter and now we are excited to offer you an opportunity to attend his upcoming workshop in Phoenix, Arizona. His 3 day workshop will provide you with the information and systems you need to turn your establishment around and be on the fast track to success. Blog: It’s About Service “2nd Generation Staff” By: Darren S. Denington, CFBE A recent trip to an island resort proved a theory to me that I have had for a long time. Staff turnover can result in your company’s loss of its passion and caring for your guests. The problem with opening a new restaurant, hotel or bar usually occurs 7 to 12 months down the road when the core group of opening staff starts to turn over. When it was brand new, the leadership team was focused on passionately communicating their message of how important the guest is and training the staff accordingly. Very quickly, the people that were first trained with passion are now doing the training. A little more time goes by and the ones that were trained by the 2nd trainers are now doing the training. Each time the original passion and message is lost even more. While at the islands resort swim up pool bar, I realized that I, the guest, was no longer the main priority. Watching TV, texting and other employee conversations received all of the bartender’s attention leaving me to think that the 2nd generation employee also refers to the young men and women just starting to work in the hospitality industry. For the last few decades, our industry has had a great guest service focus and the companies that have been doing it right have seen the rewards of building a loyal cliental. Now they can also be challenged, just like this island resort. They have enjoyed a long run of the same great staff and when turnover occurs they are forced to fill the positions with a younger generation employee. This 2nd generation employee may have all of the skills, attitude and desire to fill the position but they need to understand your passion for the guest. So pull out those old training manuals, dust off the guest service books and bring back an old service slogan along with the passion for your guests. If you want your guests to feel the experience that will build your brand, than make sure it is coming from your team. I can promise you that just like this island resort, the hospitality industry is focused on getting this right. For more information on guest service and team building, click here for our upcoming webinar session “8 Ways to Build a Winning Hospitality Team.” https://servicewithstyle.com/our-services/webinars-.html Featured Offer David Scott Peters was recently featured in our January 2013 Newsletter and now we are excited to offer you an opportunity to attend his upcoming workshop in Phoenix, Arizona. His 3 day workshop will provide you with the information and systems you need to turn your establishment around and be on the fast track to success. Blog: It’s About Service “2nd Generation Staff” By: Darren S. Denington, CFBE A recent trip to an island resort proved a theory to me that I have had for a long time. Staff turnover can result in your company’s loss of its passion and caring for your guests. The problem with opening a new restaurant, hotel or bar usually occurs 7 to 12 months down the road when the core group of opening staff starts to turn over. When it was brand new, the leadership team was focused on passionately communicating their message of how important the guest is and training the staff accordingly. Very quickly, the people that were first trained with passion are now doing the training. A little more time goes by and the ones that were trained by the 2nd trainers are now doing the training. Each time the original passion and message is lost even more. While at the islands resort swim up pool bar, I realized that I, the guest, was no longer the main priority. Watching TV, texting and other employee conversations received all of the bartender’s attention leaving me to think that the 2nd generation employee also refers to the young men and women just starting to work in the hospitality industry. For the last few decades, our industry has had a great guest service focus and the companies that have been doing it right have seen the rewards of building a loyal cliental. Now they can also be challenged, just like this island resort. They have enjoyed a long run of the same great staff and when turnover occurs they are forced to fill the positions with a younger generation employee. This 2nd generation employee may have all of the skills, attitude and desire to fill the position but they need to understand your passion for the guest. So pull out those old training manuals, dust off the guest service books and bring back an old service slogan along with the passion for your guests. If you want your guests to feel the experience that will build your brand, than make sure it is coming from your team. I can promise you that just like this island resort, the hospitality industry is focused on getting this right. For more information on guest service and team building, click here for our upcoming webinar session “8 Ways to Build a Winning Hospitality Team.” https://servicewithstyle.com/our-services/webinars-.html Featured Offer David Scott Peters was recently featured in our January 2013 Newsletter and now we are excited to offer you an opportunity to attend his upcoming workshop in Phoenix, Arizona. His 3 day workshop will provide you with the information and systems you need to turn your establishment around and be on the fast track to success.
“How to Run a Profitable Restaurant …from Soup to Nuts” Go from Overworked to Overflowing Profits Sooner than You Ever Dreamed Possible Workshop Starts: March 25, 2013
Register Today – Seating is Limited! For more information call 1-877-456-6278 ext. 11 Register Online at Restaurant-Profits.com “How to Run a Profitable Restaurant …from Soup to Nuts” Go from Overworked to Overflowing Profits Sooner than You Ever Dreamed Possible Workshop Starts: March 25, 2013 Register Today – Seating is Limited! For more information call 1-877-456-6278 ext. 11 Register Online at Restaurant-Profits.com “How to Run a Profitable Restaurant …from Soup to Nuts” Go from Overworked to Overflowing Profits Sooner than You Ever Dreamed Possible Workshop Starts: March 25, 2013 Register Today – Seating is Limited! For more information call 1-877-456-6278 ext. 11 Register Online at Restaurant-Profits.com
