Profitable Hospitality Podcast

It’s January 2015, and while you've still got the 'new year feeling', it's time to check on a few business and personal issues that might be holding back you and the team.

Buckle up and let's give our attention to people, money, tech and equipment. Build up the things that work and reduce those that hold you back. The appearance of the business and how well it responds to customers. Let’s look at your website from all angles, your local profile, and how much feedback staff are receiving on their good and not-so-good performance. And a quick check on your own efficiency and business skills for the demanding, competitive year ahead. You'll find lots of resources and how-to articles to help at Profitable Hospitality.

Direct download: Podcast2011620Edited.mp3
Category:business -- posted at: 12:50pm AEST

Here’s my annual list – about half are new this year, and the rest are well-tested and help make my business efficient, responsive and available wherever I am. I have chosen tools that will also be useful in your cafe, restaurant, hotel, club or bar – whatever size of operation you have. Let me know in the comments which services and apps you use, or if you have another favourite we should know about.

Apps and online services mentioned:

* ToDoIst – to-do list that syncs across devices
* Teamwork and Trello – project management
* Evernote – note-taking, web bookmarks and documents – syncs across devices
* NutshellMail – daily notification of social media mentions
* Dropbox and Google Drive – store documents in the cloud and access anywhere
* Jotform and Wufoo – create forms online, to use with customers and staff
* Jing – take screenshots and screen-recordings to share explanations
* Hootsuite – post to Twitter, Linkedin and Google+, plus advanced scheduling
* Canva – become your own designer with this online service


Direct download: Podcast2011520Edited.mp3
Category:business -- posted at: 10:51am AEST

It’s a constant frustration for restaurant and bar operators – plenty of people looking for work, but most who apply don’t have the skills, attitude or knowledge that’s needed. Customers are sick of it too – slow service, staff who don’t notice and a shortage of smiles. But there are good people looking for service positions. If the recruitment you’re doing now is not working, it’s time to take a fresh look at your advertising and selection process.

In this interview Ken Burgin talks with Roger Simpson, an experienced retail trainer and consultant who works with businesses to increase service levels and grow sales. He’s worked in all sectors of hospitality, and one of his famous (and ongoing) clients is Beechworth Bakery, a business that’s transformed an entire rural town and the face of modern bakeries in Australia. We discussed how to identify staff with potential, developing an ideal ‘person description’ for the staff you want, and his 6 Essential Steps for Recruiting the Right People.

It’s a great interview, and you may also want to listen to his previous one on Effective Training for Service Staff & Managers. You can find Roger at The Retail Solution – he’s an excellent resource!


Direct download: Podcast2011420Edited.mp3
Category:business -- posted at: 10:36am AEST

Ending the employment of a staff member is never easy, especially if they’ve worked at the business for a while and formed relationships with other staff. Many managers find it hard to give ‘bad news’, even when they recognise that the person is not capable of doing the work required. The law varies in different countries, but there are over-riding principles of fairness and ‘due process’ that need to be followed in almost all jurisdictions.

In this interview, Ken Burgin talks with Dru Gillan, a lawyer specialising in employment law. We discussed the principle reasons for dismissal: poor performance, misconduct, dangerous behaviour, refusing to follow instructions and retrenchment. We also discussed how to hold a proper performance interview and whether ‘3 warnings’ are always necessary. If an employee comes back with a claim of ‘unfair dismissal’, when are they justified? As always, good Job Descriptions and proper Work Contracts make the whole process much fairer and straightforward.

Find Dru Gillan at Service Industry Legal Services – the man to talk to in Australia for industrial relations and employment law assistance.

Download 24 Job Descriptions for key hospitality positions from Profitable Hospitality, and back it up with a properly-written Staff Manual. This gives everyone a fair go.


Direct download: Podcast2011320Edited.mp3
Category:business -- posted at: 3:18pm AEST