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F & B

Stress – it’s not all about you!

Stress is something that everyone encounters, but have you ever thought beyond yourself when considering the effects of stress? Some people thrive in a world of stress, using certain types of stress to drive them on and push them forward.  I am one of these people...

Gift
All Feedback is a Gift

I have written before (many times) about handling feedback on TripAdvisor, but how about dealing with criticism in general? Someone once said to me that 'all feedback is a gift, no matter how it is presented' and I have always thought of this when...

How to respond when things go wrong!

It is not very often that I hear something that changes my ethos on customer service - every day I see hundreds of articles and tips that provide advice on handling situations, and indeed I have myself been guilty of writing a few of these...

Mental Health and Your Staff

This is an article prompted by the recent episode of Restaurant Wars on BBC2 (aired 21st April 2014) - for those unfamiliar with the show, it is basically following the pre-opening and launch of 2 restaurants by celebrity chefs, both being opened in Manchester (and...

Engage and Educate, Don’t Serve!

Trends change in hospitality on an almost weekly basis, with consumers quickly changing tactic on how they want to be served and what their ideals are.  Whilst this may seem fickle to some, it is the nature of the industry - what was novel and...

How to de-motivate your staff

There are articles numbering the high thousands or even millions, that tell you how to motivate your staff.  So rather than write another one of those, I decided to tell everyone how to de-motivate their staff as this will really emphasise just how your every...

Discrimination – truth or perception?

I recently read about an incident at a restaurant that would normally be enough to make my blood boil, but then I heard the restaurant's defence, and it made me realise that in the current world, many things are thrown under the banner of 'discrimination'...

Customer grades – discrimination, elitism or common sense?

Today, I walked in to the Halifax branch I normally used, went to the counter to deposit cash, and was informed that my account did not allow cash deposits at the counter - I had to use the self-service machine.  I further enquired about what...

Why refunds don’t work in service recovery

There are many things you can do when attempting to recover service and the practice of simply refunding a guest is commonplace; the situation gets instantly rectified, the guest has instant gratification and all is fine...

Budget vs Reality – The Great Expanse!

Every hotel has to pinch every penny and save as much as possible, but how is this affecting the actual core of your business?  How many pen-pushers have sliced a few zero's off a budget without caring for the actual people it affects or the...