Profitable Hospitality Podcast

When you travel, there’s a lot you can learn about your own industry – customers, service, menus and marketing. Make sure to keep your camera busy! Even if it’s just to another city, but in this case I went to Italy for a month – travelling in the area around Rome and to the south in the 'boot', then another week in the north visiting the big cities of Genoa and Milano. 

I’ve recorded my observations here, particularly food, service and restaurant operations – I was also interested to see how well I could operate my own business, Profitable Hospitality, from on the road. It’s fairly different to your venue, in that I’m not serving guests with food and drinks. But operating remotely with the aid of modern digital tools went very well, and I’ve explained how in the last section of the podcast. I’d love to hear your observations about travelling in Italy – the food, the service and ‘the business’. Click on the Comments link and add your thoughts... 

I’ve put a wide selection of photos from the trip into several albums on Flickr – you can see them here 


Direct download: Podcast2013820Edited.mp3
Category:business -- posted at: 10:09am AEST

Great customer service needs more than just a friendly smile and product knowledge. There’s a bunch of other skills that service and front-line staff need if your business is going to be ahead of the competitors. 

In this podcast Ken Burgin outlines 10 skills that go beyond ‘the usual’ – some will be familiar and others maybe less so. As staff and managers improve their ability in these areas, there will be a significant improvement in service quality, positive feedback and sales. 

Many more articles and resources for restaurant, hotel and bar customer service on the Profitable Hospitality website... 

Direct download: Podcast2013720Edited.mp3
Category:business -- posted at: 10:15am AEST

Guest, visitors, customers, pax – what do you call them? There are many benefits when you decide to go further, and work to make the people who enjoy your food and drink into a community - increased loyalty, increased spend, return visits and recommendations. PLus you're likely to get more pleasure from the work you do in the business.

In this interview, Ken Burgin talks with Suzi Dafnis, CEO of the Australian Businesswomen’s Network, about how they’ve built a community from a diverse range of members, and how that experience can be applied to a cafe, restaurant, club or bar. First there needs to be a willingness to be ‘community minded’, ready to engage with visitors as real people. You’ll also be actively listening and responding to what they want, and taking a leadership role to build the community through better communication, events, and product improvement. There’s a very optimistic feel to this interview – so much is possible with small steps. I hope you enjoy it!


Direct download: Podcast2013620Edited.mp3
Category:business -- posted at: 9:23am AEST

How do calm people achieve that state, and maintain it? They seem to be confident, relaxed and in control – frustrations and roadblocks are handled, and don’t cause upsets and drama. And why does the hospitality industry seem to be so addicted to stress?!

In this interview, Ken Burgin interviews Jacqueline Stone, a counsellor and therapist. Her business Wise Stress Mastery is committed to helping people find relief from stress and lead happier, more productive lives. We look at the 10 everyday habits she suggests to help you be calmer and more effective, even when staff don’t turn up, the fridge breaks down or a large booking cancels! 

Jacqueline was also interviewed in Podcast 49: How to Help Your Staff Give Up Smoking.


Direct download: Podcast2013520Edited.mp3
Category:business -- posted at: 10:00am AEST