Profitable Hospitality Podcast

There are many small moments of service after the first welcome - together, they add up to a powerful positive (or negative) experience. It could be on the phone, at the front door, tasting the food or all the way through the cycle of service from arrival to departure.

In this interview Ken Burgin talks with restaurant consultant Kate Edwards about her many years in the hospitality as a manager, adviser and trainer. She has just published her first book Hello! And Every Little Thing That Matters – it’s a powerful and easy-to-use manual on how to create a quality relationship with customers by paying attention to detail and making the little things count.

Based in New York, Kate has worked with some of the biggest names in the hospitality industry, from Le Cirque in New York to The Viceroy in Anguilla, as well as restaurants at The Essex House and The Plaza Hotel. Her company creates service and training programs for hospitality businesses and provides coaching to owners, general managers, lawyers, and entrepreneurs on how to express and implement their service vision and lead their teams. You can contact her at Kate Edwards Consulting.

Direct download: Episode2017720Edited.mp3
Category:business -- posted at: 12:59pm AEST

There’s an army of bad people who want to hack into your personal privacy, bank account and digital devices. They’re also keen to get into your business equipment and access the transaction details, payments and customer information held there. Many hospitality operators leave their systems wide open to attack.

In this interview, Ken Burgin talks with Bob Frazier of He’s spent many years selling, installing and now advising on the best POS systems, plus the wide range of integrated services that make a POS the digital heart of your restaurant. We talk about defining your needs, comparing the competing offers, and what it takes to create real security. When you have a new system, set up strong protection for your money, your data and your customer information.

Direct download: Episode2017620Edited.mp3
Category:business -- posted at: 6:59pm AEST

It’s exciting to talk to a business owner about how catering and events have changed over their 20 years of operation. The hospitality industry does not stand still, and only the smart have survived – new food and event trends, government regulations, glamorous venues, and customers who want more and more for the very best price!

In this interview, Ken Burgin talks with Ross Mitchell, one of the owners of Forte Catering & Events, and the Nosh Staff Agency in Sydney. We discussed how Forte have diversified their business to strengthen cash flow, the importance of watching financial reports, and the constant cycle of new competitors and venues. Plus new developments in marketing, and the challenge of customers who are so well informed from their online research.

Direct download: Episode2017520Edited.mp3
Category:business -- posted at: 1:23pm AEST

Why are some people so successful with business, and others struggle? We see it time again – entrepreneurs who create a great restaurant, cafe or bar that is immediately loved by customers, with good staff, a popular product and excellent profits. And then they do it again and again.

In this podcast Ken Burgin looks at what makes these people tick – how they think and develop a vision, how they relate to other people, and how they follow through with their ideas. Plus their readiness to take risks, make sacrifices and accept responsibility. There’s not one just standard for success, but there are definitely a set of thinking patterns and attitudes that can be copied if you want to achieve great results in business. 

Find out more about Ken's attitude to business success in the Profitable Hospitality newsletter and blog, plus these podcasts - hundreds of articles and insights about better results for restaurant, cafe and bar.

Direct download: Episode2017420Edited.mp3
Category:business -- posted at: 8:22am AEST