Ananas’ Post

🌟 Maximizing Operational Efficiency: The Need for Training Back-of-House Staff and Cross-Exposure 🌟 In the hospitality industry, the back-of-house team plays a pivotal role in ensuring seamless operations and delivering exceptional guest experiences. Investing in comprehensive training for back-of-house staff and fostering cross-exposure across departments is essential for unlocking their full potential and driving sustainable success. Here’s why: * Operational Excellence: Proper training equips back-of-house staff with the skills and knowledge needed to execute tasks efficiently and uphold quality standards. From culinary techniques to sanitation practices, continuous training ensures that every aspect of operations is handled with precision and care. * Team Cohesion: Cross-exposure initiatives enable staff members to gain insights into different areas of the operation, fostering a deeper understanding of how each department contributes to the overall guest experience. This cross-functional knowledge encourages collaboration, enhances communication, and strengthens team cohesion. * Adaptability: In today’s fast-paced hospitality landscape, adaptability is key to success. Cross-training empowers employees to step in and assist in various roles when needed, mitigating staffing shortages and minimizing disruptions to service. A versatile team that can seamlessly transition between tasks enhances operational flexibility and resilience. * Employee Engagement and Retention: Investing in training and development demonstrates a commitment to employees’ professional growth and career advancement. Back-of-house staff who receive ongoing training are more engaged, motivated, and invested in their roles, leading to higher job satisfaction and reduced turnover rates. * Consistency and Quality Assurance: Consistency is the hallmark of a reputable hospitality establishment. Through comprehensive training programs, back-of-house staff can uphold consistent quality standards in food preparation, presentation, and service, enhancing the overall guest experience and fostering loyalty. * Innovation and Creativity: Training programs provide opportunities for staff members to explore new techniques, ingredients, and culinary trends, sparking creativity and innovation in menu development and service delivery. Encouraging experimentation and learning cultivates a culture of innovation that sets businesses apart in a competitive market. Investing in the training and development of back-of-house staff and promoting cross-exposure initiatives isn’t just an investment in individuals—it’s an investment in the success and sustainability of the entire operation. By empowering employees with the knowledge, skills, and versatility to excel in their roles, hospitality businesses can elevate their performance, delight guests, and thrive in an ever-evolving industry. #Hospitality #Training #EmployeeDevelopment #Teamwork# FIVE Hotels and Resorts

Beyond Ordinary: Deliver Mind-Blowing Service to Survive and Thrive in North America's Hospitality Industry In North America's fiercely competitive hospitality scene, great service isn't enough. Whether you're running a café, brewery, or restaurant, guests now demand mind-blowing experiences. Here's why excellent service is crucial and how it can transform good moments into the best moments. Good Moments vs. Excellent Moments Good Service: Quick Service: Efficient and timely. Standard Recipes: Consistency in food and drinks. Basic Interactions: Knowing names, basic greetings, and farewells. Order Taking: Fulfilling orders with minimal personalization. Excellent Service: Genuine Connection: Build authentic relationships, remember names, personalize interactions. Efficient with Urgency: Move quickly while maintaining quality. Thoughtful Service: Bright, personable greetings and farewells. Personalization: Anticipate needs, offer thoughtful suggestions. Positive Mindset: Foster a growth-oriented, family-like team environment. Why Excellence Matters Guest Loyalty: Valued guests return and recommend. Memorable Experiences: Creates lasting impressions and word-of-mouth marketing. Competitive Edge: Sets you apart in a crowded market. Increased Revenue: Happy guests spend more. Team Morale: Boosts pride and motivation among staff. Implementing Excellent Service Training: Emphasize genuine connections and efficiency. Empowerment: Enable staff to personalize interactions. Routine and Consistency: Ensure consistent high standards. Feedback: Continuously improve based on guest feedback. Positive Culture: Foster teamwork and a family-like environment. Striving for excellence is a must in the North American hospitality industry. Understand the difference between good and excellent service to consistently deliver the best moments. Ready to elevate your service? Visit our website to learn how Pinnacle Hospitality Consulting can help take your business to the next level!

How can hotels and restaurants foster an environment where guests feel comfortable sharing their honest opinions, both positive and negative, and then use that feedback to build their business? Here are some strategies your operations might employ in this great article by Patrick Yearout, "Harnessing Guest Insights, Part 1: Encouraging Feedback at Your Hotels and Restaurants." Guests often won’t offer any feedback on their experience at your operation, even when it has been less than satisfactory. As a result, you might be missing out on valuable opportunities to gain insights into areas that need change or improvement, and could lead to persistent issues going unaddressed, a decline in repeat business, and ultimately, a tarnished reputation within the community. Here are some strategies you can employ to foster an environment where guests feel comfortable sharing their honest opinions, both positive and negative, so you can use that feedback to build your business. #CHARTtrainers

I thought of sharing about one of my favourite career books for hospitality professionals: Danny Meyer’s Enlightened Hospitality Model: Why You Should Care What Is Enlightened Hospitality? At its core, enlightened hospitality goes beyond mere customer service. It’s about creating an experience that leaves a lasting impact on the customer’s life. Danny Meyer, a true customer service guru, emphasizes that hospitality isn’t just transactional; it’s the heartbeat of your brand when done right. The Virtuous Cycle of Enlightened Hospitality Danny Meyer’s virtuous cycle revolves around respect, relationships, and revenues. Here’s how it works: Team First: Meyer challenges the traditional capitalist view by prioritizing his team above all else. Taking care of employees—nurturing their growth, well-being, and job satisfaction—creates a positive ripple effect. Guests Next: When the team feels valued, they extend that warmth to guests. Meyer’s restaurants have won 28 awards for customer service because his team embodies hospitality. They don’t just serve; they create memorable experiences. Community and Suppliers: Enlightened hospitality extends to suppliers and the community. It’s about building meaningful relationships, understanding needs, and making a positive impact beyond the restaurant walls. Investors Last: Contrary to conventional wisdom, Meyer places investors fifth in the cycle. By focusing on people first, he has built a successful business empire. Key Takeaways for Entrepreneurs Here are some lessons we can learn from Danny Meyer: Follow Your Passion: Meyer’s love story is about bringing people together around the table—the aroma, the closeness of family, and the joy of shared meals. When you’re passionate about your purpose, your team will rally behind it. Inspire Others: Great leaders inspire. When you know why you’re in business and communicate that purpose authentically, your team buys into your vision. Challenge the Status Quo: Meyer’s team-centric mindset challenges norms. Treat your team as capable change-makers. Empower them to be on your customers’ side. Conclusion Enlightened hospitality isn’t just a buzzword; it’s a transformative approach. Whether you’re in the restaurant industry or any other field, consider how putting people first can elevate your brand and create a virtuous cycle of success. Remember, it’s not just about serving a meal; it’s about nourishing souls.

The Magic (and value) of Hospitality The terms "service" and "hospitality" are frequently used interchangeably, yet they represent distinct concepts. Service is an action, a task performed—guiding you to a table, presenting your meal, or tidying up the bar top while you engage in conversation. In contrast, hospitality is an experience, a feeling curated between people. A human-to-human connection. It transcends procedural activity; it speaks to how you feel about yourself while in my presence. Genuine hospitality can make a person feel: welcome, seen, appreciated, supported, inspired, connected and, dare I say, loved? It's an effort that can't be demanded by authority; it's a discretionary effort that must stem from voluntary intent. Masters of hospitality display emotional intelligence and the courage to embrace vulnerability, even with strangers. Even, and especially, after being rejected by the previous table. Done well; it makes guests feel like they are a part of something, on a journey led by a skillful steward of experience, and longing to return with friends. Finding an individual capable of accomplishing all of that is extremely rare. Even more rare is developing an entire team that earns a city wide reputation for hospitality. This achievement is possible only through a relentless leadership team that refuses to settle for anything less and a system that matches their passion, spanning from hiring to daily coaching. On the other hand, a staggering 8 out of 10 bars and restaurants in this industry fail because they enter the hospitality industry merely deliver satisfactory service, leaving hospitality to chance.

HOSPITALITY 2.0 - A Brave New World The Bar & Restaurant is one of the fastest changing and most competitive Industries out there. Hospitality & Tourism are currently on a growth pattern, with a rapid and expansive recovery, it's shown strong resilience. THE CHALLENGES WE ADDRESS: Recent years have produced the most demanding generation of customers, the lowest number of qualified staff available and ever-increasing costs, jointly resulting in inconsistent and inferior quality of products and services offered in restaurants and bars. The explosive demand of customers and vendors alike, demand the operators as well a massive need to adapt the way their bars & restaurants function in order to survive on this renewed, fiercly competitive landscape. Achieving KPIs are even tougher than ever before, making managers life a hell day in, day out: 🤑 Increased Revenues 💸 Lower & Controlled Operating Costs 🥇 Quality & Consistency in Service 🤝 Lower Staff Turnover Rates ⭐ Improved Brand Reputation & Higher Online Ratings Beyond The Box Hospitality Consulting finds your solutions to these challenges with a unique, hands-on approach, providing close-knit support when and where it matters the most; inside the operation for your Benefit: NO Off-Site Trainings NO Paper Pushing Bureaucratic BS NO Not Picking Up the Phone Outside Office Hours NO Behind the Desk Consulting NO Disappearing At Due Date CONTACT us today to discuss your specific challenges and how we can help you resolve them. Let's Build a Business You Can Joyfully Call Yours! Adam

What are the top training programs to meet service standards in hospitality? There are several reputable training programs available to meet service standards in the hospitality industry. Here are some of the top ones: American Hotel & Lodging Educational Institute (AHLEI): AHLEI offers a wide range of hospitality training and certification programs covering areas such as guest service, front office operations, housekeeping, food and beverage service, and hospitality management. Certified Hospitality Supervisor (CHS): This certification program, offered by the AHLEI, is designed for supervisors and managers in the hospitality industry. It covers essential skills such as leadership, communication, employee training, and customer service. Guest Service Gold® Training Program: Developed by the American Hotel & Lodging Educational Institute, this program focuses on providing frontline employees with the skills and knowledge needed to deliver exceptional guest service. It covers topics such as communication, problem-solving, teamwork, and cultural awareness. ServSafe® Food Handler Certification: Offered by the National Restaurant Association, ServSafe® provides training and certification for food handlers to ensure that they have the knowledge and skills to handle food safely. This is essential for employees working in food and beverage service in the hospitality industry. Hospitality Management Diploma/Certificate Programs: Many universities and colleges offer diploma or certificate programs in hospitality management, covering topics such as hotel operations, revenue management, marketing, and customer service. These programs provide comprehensive training for individuals seeking management positions in the hospitality industry. Disney Institute: Known for its exceptional customer service, Disney offers training programs through its Disney Institute. These programs focus on Disney's renowned approach to guest experience, leadership, employee engagement, and organizational culture. Training from International Hotel Chains: Many international hotel chains offer their own training programs to ensure consistent service standards across their properties worldwide. Examples include Marriott International's "Marriott Bonvoy University" and Hilton Worldwide's "Hilton University." Local Hospitality Associations: Local hospitality associations often offer training programs and workshops tailored to the specific needs of hospitality professionals in their region. These programs may cover a wide range of topics, including customer service, safety and security, and industry trends. Online Training Platforms: There are numerous online training platforms that offer hospitality-related courses and certifications, such as Udemy, Coursera, and LinkedIn Learning. These platforms provide flexibility for employees to learn at their own pace and on their own schedule. Before choosing a training program, it's important to assess your specific needs and objectives.

An unhappy employee is normally not a loyal employee, employee retention is very important in every sector, specially when it costs a company a lot of money to train new employees. Loosing good employees is non productive especially if the reason they leave is an avoidable reason. Today I had a conversation with a colleague about how important is the food and the atmosphere generated in the staff caferia of a hotel or a golf course are. In one of their facilities, the quality of the food for the staff had #decreased, the menus were always the same and people stopped going regularly to the staff dining room. He said it was affecting the #productivity of the staff, totally agree with him. The property was cutting costs and the executive chef was with his hands tight. Also is frustrating for executive chefs see employees not eating in their staff restaurant. I always say we have our external clients ( guests) and internal ( staff and others like suppliers). I use to have lunch my President everyday at one of his hotels with the staff. For me, the #staffcafeteria is a place where interaction is generated with colleagues from another departments,a place to relax for half an hour, the employee has to eat well and healthy, all within the company's values. When this goes into extreme decline something goes wrong, when that space is not renewed, no one cares about doing activities for employees or varying the timing of those menus, something has to be reviewed. We must also review their opinions with our colleagues, always within stipulated budgets. A good example of companies that make an effort to do this are Hilton and also Hyatt. Also Ritz Carlton. This is a good isstatement from Hilton Ceo, “Our mission is to be the most hospitable company in the world, and you can’t do that without great people, and you can’t get great people without being a great workplace,” although this has to be attached with good salary packages otherways this improvements evaporates in two seconds. These are some good ideas to apply that doesn't cost much , - Redesign your cafeteria every few years acording to your company culture. - Paint it every year even if you are not doing renovations, cost nothing. - Ask your staff quarterly about the menu's satisfaction. - Revise the cleaning protocols. - Decorate the walls in with motivating messages. - Motivate the staff to eat there with a healthy work enviroment. - Managers should eat with different team members. #mandatory - Remember healthy food is great but treat the staff sometimes!! - Showcase your company culture on social media, with testimonials of the staff. with pictures of the staff in the cafeteria,fun. Don't be boring managers. . #management #productivity #happiness #companyculture Photo of Hilton hotel

The hard work and dedication of your #employees is the backbone of your success – keeping operations running smoothly day in and day out 👏 However, keeping them motivated is crucial for continued success in the hospitality industry 📈 That's why we've dedicated our latest blog article to the challenges faced by hospitality employees and offer 6 practical solutions to ensure they stay inspired and energized 💡 Read more here 👇 English article: https://hubs.li/Q02qyxRR0 German article: https://hubs.li/Q02qyptb0

Six Golden Steps to Turn around guests experience from Bad to Great Listen carefully When faced with a complaint, your first task is to listen attentively. Let the guest explain the situation without interruption, ensuring they feel heard and valued. By actively listening, you not only gather the necessary information to address their concern but also show respect for their experience. This can help de-escalate any tension and create a foundation for a constructive conversation. Acknowledge Concerns After listening, acknowledge the guest's concerns. Express empathy and understanding without assigning blame or making excuses. A simple, sincere apology can go a long way in demonstrating that you take their feedback seriously. This step is crucial in building trust and shows that you are committed to resolving the issue to the best of your ability. Evaluate Situation Next, evaluate the situation by considering the specifics of the complaint. Determine if it's an isolated incident or indicative of a larger issue that needs addressing. Understanding the context of the complaint will guide you in offering an appropriate resolution. It's also important to consider any policies or procedures that may be relevant to the situation. Offer Solutions Offering solutions is the next critical step. Depending on the nature of the complaint, this could range from a simple correction to a more significant gesture of goodwill. Be fair and reasonable, ensuring that the resolution matches the severity of the guest's experience. Your goal is to rectify the problem and leave the guest feeling satisfied with the outcome. Follow up Following up after resolving the issue is an often overlooked yet vital part of managing dining complaints. Check in with the guest to ensure they are happy with how the situation was handled. This not only shows that you care about their experience but also provides an opportunity to confirm that the solution was effective and that no further action is needed. Learn and Improve Finally, use the feedback as a learning opportunity. Analyze what went wrong and take steps to prevent similar issues in the future. Whether it's retraining staff, revising menus, or improving service protocols, taking action to improve ensures that each complaint contributes to the betterment of your dining establishment. Continuous improvement is key in hospitality management.