Hospitality Management |
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These pages contain numerous essays on almost every aspect of hospitality management written by Eldred Hospitality's MD, Mr Tony Eldred, and published in Inside Dining, FoodService News, What's Cooking? Divine Magazine, The Simplot Newsletter, Restaurant Report Newsletter, F&B News, PC Update and many other publications between 1987 and today.
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Main Subject Headings
Cooks & Chefs
Customer Service
Developing Your Business
Going into Business
Income, Costs and Profit
Miscellaneous
Recruiting Hospitality Staff
Sales & Marketing
Supervision, Management &
Leadership
Suppliers and Providers
Training Your Staff
A
critical look at Chef training
A look at how we train our chefs and some suggestions
about how we might improve the process in the future.
Literacy,
temper tantrums and Chefs
A discussion about the difficulties we all too often strike in the process of
restructuring kitchen operations. It talks about the problems we have in dealing with old
style Chefs, those with a poor education background and those with poor literacy.
The
different kinds of Chef
This much reprinted article classifies kitchen staff and Chefs into various
categories and gives some very valuable hints as to how to manage them.
The
artist and the manager
This was a letter to a top artistic Chef who was having trouble accepting
the financial constraints placed on him by management.
A
recipe for disaster
A series of events with a difficult Chef lead to an important lesson for any hospitality
business owner.
The
way of the future
A look at a modern development in kitchen structure. Where does a chef's career path go?
The arrival of the knifeless kitchen?
Are chefs an endangered species? It's just a matter of time.
Anyone for Bunyip Fillets?
The quest for obscure and expensive ingredients can cause unwanted issues for
your business.
Customer
service begins at the top
This article looks at the
attitude that must be adopted by senior management in order to ensure their staff deliver
great customer service.
If you
ask the question . . . listen to the answer!
How many of you ask your customers if they enjoyed their visit to your business?
What do you do with the information they give you?
The
foundations of good service
This essay explores the relationship between thorough recruitment and superior customer
service.
Look out for the traveller
The single travelling diner presents a good potential, if you know how to handle
them. Some tips from a constant traveller.
Going
from a small business to a company
Explores the process of
expanding a successful small hospitality business into a properly structured company, and
discusses the change in role and the difficulties faced by the business owner.
A
matter of priorities — Part 1
The first of three articles examining the tendency of some hospitality
business owners to place emphasis into the wrong areas of their business, while largely
ignoring key issues they should be paying attention to. See also: A matter of priorities
— Part 2 and Part 3
A
matter of priorities — Part 2
Written three years after the previous article, after further frustration
dealing with the same problems in many more hospitality businesses. See also: A matter of
priorities — Part 1 and Part 3
A
matter of priorities — Part 3
The third article in a series of the same name, each written some years apart
and each still just as relevant today as when they were first written. Examines the
tendency of business owners to over-capitalise the physical side of their business, to the
detriment of the human side. See also: A matter of priorities — Part 1 and Part 2
Business
owners and the onset of grey hair
An essay about the interesting people who own hospitality businesses and the
problems a consultant has with dealing with some of them.
Staying
ahead of the market
This essay discusses the issue of ‘states of change’, or how a
hospitality business must gear itself for innovation and development or it will stagnate.
It also delves into why some people resist change and how to avoid this problem.
Non
traditional uses of resources
Written for the small hospitality business operator, this essay examines how
to look at the resources you have in a different way — how to ‘laterally
think’ and perhaps come up with some innovative ideas to improve a business without
having to invest large amounts of money.
What
of the future?
A bit of crystal ball gazing about what the future may bring for hospitality
business operators — it makes some interesting points about the current international
community push against smoking and the oncoming backlash against alcohol.
Stepping
away from your business
An examination of the difficulties and challenges you may face in removing
yourself from your business and getting other people to run it for you.
On
putting your business under management
This article carries on from the previous one and further examines the issues
a hospitality operator faces when extracting themselves out of their business. It also
examines the relationship with, and supervision of managers.
The
rules for business structure
After 25 years of business management experience working with hundreds of
different companies, Tony Eldred has listed the basic principles that he feels lead to a
workable business structure and proper communication.
Thinking
of joining the 20th century?
A discussion about the reluctance of most of the hospitality industry to
adopt new technology — especially computers; and the consequences of not keeping up
with the times.
Putting
the horse before the cart . . .
Another essay about the difficulties in restructuring hospitality businesses,
with particular emphasis on the change in relationship between the owner and staff, and
the process of ‘getting the people right’.
Fraying
at the edges
This essay considers the issue of succession planning and it’s importance to
long term business health. It is especially relevant to medium and large sized hospitality
businesses.
Out of the
quagmire
This essay looks at the process of managing
change and peoples’ reaction to change. Compulsory reading if you are about to try a
radical new direction in your business or if you buy an established business that's in
need of attention.
Who's
working for their landlord?
A general discussion about the subject or rent and leases for restaurants and cafes. What
is a reasonable percentage of turnover? Read on.
Rent
and financial viability
A discussion about how to make high rents affordable for hospitality operators.
Accounting
for the future
A look at some of the issues that detract from the value of a hospitality business when
you come to sell it.
Things
to do in a difficult economy
A few words of wisdom for those who may be nursing a hospitality business through
difficult times.
There's
safety in numbers
This article explores the economies of scale available from group restaurant operations.
Bigger
does not necessarily mean better
A discussion of issues that cause growing hospitality businesses to fail.
Hoping
for a pot of gold?
Some pearls about selling cafes and restaurants and getting trapped therein.
Who's going to do the work?
An examination of the reasons for the skilled staff shortages in Australia.
Who's on next?
Managing the issue of succession planning is one of the keys to long term
business success.
When is a cost an investment?
A longer term, strategic view is necessary when considering expenditure
otherwise you may ruin your future.
What do I do Now?
A discussion about one of the hurdles a business owner goes through when they
try to let go.
Pulling out and handing over?
More comment on the things that have to be considered before you try to put your
business under management.
Anyone
for country cooking?
If you’re thinking of
abandoning the city and establishing a hospitality business in a rural environment, take
heed . . .
My
friend the Chef
A sad tale about a Chef who decided to go it alone in his own business but
didn’t have the necessary skills.
Location,
location, location
Like the old real estate maxim,
location is critically important in the siting of a hospitality business. This essay
spells-out some of the issues you should consider before deciding where to put your
business.
What
are you getting yourself into?
If you are thinking of starting a hospitality business and you have not had
any prior hospitality or business experience, please read this . .
.
Watch
out for the Government
More hospitality businesses have been wiped out by Government activity than
any other single cause. This essay looks at why this happens and how to avoid it.
Social
trends and successful business
Our world is changing and social changes are going to have a profound effect
on the hospitality industry. This essay examines some of the changes and makes some
predictions as to what effect they will have.
All in
the family
If you are working within a family business or are trying to run one, this should
be compulsory reading. It examines the difficulties we have struck over the years dealing
with the bizarre forces found within family run businesses.
All in
the family (No 2)
More goodies on family businesses. This one was written some years after the
previous article.
For
better or for worse
If you're thinking of going into a partnership, I'd read this first . . .it could help you
to avert disaster.
Taking
the big plunge
Perhaps you are a manager or chef and you've got a pang to go it alone. You figure you
understand the industry and believe you're ready . . .
Following
the lemmings
If you're about to throw a large sum into a hospitality project, we may be able to save
you a lot of time, money and angst.
Before
you jump into that new project . . .
New property developments and building projects can be a trap. Here are
some thoughts on the subject.
How do we deter the lemmings?
They're still coming thick and fast. If you're contemplating opening a
hospitality business and you are new to the industry READ THIS.
The ways of the future . . .
This article looks at the opportunities for new hospitality businesses in our
very cluttered markets.
Of fools and more lemmings . . .
A fool who overcapitalises will often go bust, and is often replaced by an
opportunist who thinks they've got a bargain. Perhaps they will both lose?
It's only a matter of bigger saucepans
This industry is a lot more complex that it seems. Get real . . .
Beware the sound of your own name . . .
A clear warning from the heart for those tempted to name their business after
themselves.
Paying too much in rent?
How much rent should you pay in a hospitality business? It's not as
straightforward as you think.
On
the subject of kitchen maintenance
We keep seeing lots of money
falling through the cracks in commercial kitchens. This is an examination of some
potentially expensive issues that have to be managed in a modern kitchen environment.
Profits
come in several guises
This essay looks at the two main types of profit that can be made from a
hospitality business — ‘operating profit’ and ‘capital gain’, and
considers how to maximise both.
Hang
the cost, throw the cat another canary
This article looks at how to control the main costs in a hospitality business in
a logical and methodical manner.
It's
the way of the future
The battle between hotels and serviced apartments presents opportunities galore for
restaurants, caterers and food retailers.
Who's
battling with food and beverage costs?
Controlling food and beverage costs requires cooperation between front and back of house.
Your chef may not be the problem.
Put
that red pencil away
Controlling wage costs requires more than taking to the roster with a red pen. A good
manager knows that there are a whole list of things that need to be examined and
understood to bring wage costs down.
The
food production factory
This essay outlines a system of examining a commercial kitchen in the quest to reduce
kitchen running costs.
10
things to consider in a difficult economy
A ten point check list of things a hospitality business owner should consider if they want
to survive an economic downturn.
On
the subject of cancellation fees in restaurants
Thoughts about the charging of short notice cancellation or no show fees to customers who
have made restaurant bookings and fail follow through.
A true picture, or a bizarre distortion?
What kind of accounting system do you use? Depending on the answer you may be
getting figures that are grossly distorted. This essay discusses the difference
between single and double entry bookkeeping.
The price is right?
This essay asks if your assumptions about pricing are correct. If you are afraid
to put your prices up, you should read this.
Cost control in a nutshell
A succinct look at the subject of cost control in a food and beverage business.
Where has all the money gone?
This essay looks at the trends that are eroding the profitability of hospitality
businesses in our region.
Can't put your prices up, but your costs are rising?
A look at the effect of a changing economy on the profitability of a hospitality
business
Radical is not a dirty word
Reducing your costs may require challenging the way you do things and
considering new ways of doing things.
From
fast food to five star
This essay looks at Tony
Eldred’s experiences moving from the fast food industry to the five star hotel
industry and makes some observations about the strengths and weaknesses of each.
On
stress and the hospitality industry . . .
A disturbing look at the way the hospitality industry affects people over
time.
The
old man and the sea
A really sad tale about an old man who came to us for help. There's a lesson
in this for us all.
I paid
for Bill Gates’ holiday
A light hearted look at Tony Eldred's experiences with computing over the
last twelve years.
Thinking
of bailing out?
If you've had lots of years experience in the hospitality industry and are
thinking of becoming a consultant, here is some advice you ought to consider.
The dangers of being a host
This is a light hearted look at the social trauma that a host can suffer if the
restaurant gets it wrong on the night.
The
games people play
Some general warnings for hospitality operators who think they will make a
killing out of the 2000 Sydney Olympics.
It's
all happening too quickly
The pace of change is accelerating rapidly. This essay looks at the last 30 years . . .
Things
that make me bitter and twisted . . .
A personal look at recurring things that cause grief to customers in restaurants and
eateries.
To
refurbish or not to refurbish . . .
Some of the issues you should consider before you get all gung ho with a renovation
project.
The
rapid erosion of flexibility
Casual staff are not so casual any more. Soon they'll have the same rights as a permanent
member of staff.
The different worlds of hospitality
An examination of some of the key differences between the Government, corporate
and small business sectors of the hospitality industry, for those who might be
thinking of moving from one to another.
Networking for disaster
If you have a small computer network at work you would be well advised to read
this.
A
little bit of teamwork, please
An argument for a unified lobby group to represent the hospitality and tourism
industries interests to Governments
Will barristers inherit the earth?
The issue of public liability is becoming a management preoccupation which is
not going to go away.
Fine Dining and Value for Money
Changes over time mean that fine dining is not doing it the way it used to. Tony
Eldred has his say.
I
survived an attempt on my life
Hospital food is not noted for its culinary excellence. An enforced stay
highlights deficiencies in the experience.
My annual whinge
What gets up my nose in restaurants. Some things to think about.
Notes
on recruiting floor staff
How do you recruit a waiter or
other customer service staff? Find out how . . .
The
skills of recruiting casuals — Part 1
If you think casual staff are inherently unreliable or they don’t stay
long, the next two articles may offer you the means to correct this situation.
The
skills of recruiting casuals — Part 2
Part 2 of a discussion about the skills of recruiting good casual staff.
Aptitude
testing
An interesting article about our experiences using job aptitude testing systems
as a tool for hospitality recruitment.
Gut
busters
The tendency to rely on ‘gut feeling’ in the recruitment process can
cause a lot of heartache and expense. This article looks at a methodical approach to
hospitality recruiting.
For
your own reference
Reference checking is one of the most
important parts of the recruitment process. This article explores some of the finer
points.
Is
there a Chef in the house?
Finding skilled key staff in Australian hospitality job market is getting very
difficult, and it’s getting worse . . .
Lifestyles
of the rich and famous
How much money should you pay your key staff? This essay explores this vexed subject.
Poached or fried?
The pitfalls of poaching staff from other businesses — be aware, you may create
more problems than you solve.
What
will selling skills do for you?
A look at the potential for a
hospitality operators to increase their income by applying professional selling skills
when dealing with their customers.
An
overview of restaurant marketing
The first of two articles on the subject of restaurant marketing. It examines
the purpose of marketing, the difference between marketing and selling and explores some
of the mathematics that reveal the costs and potential gains.
Marketing
small hospitality businesses
The second in a two part series on hospitality marketing. This one looks at
the critical factors that should be considered before you spend large amounts on
marketing.
The
pitfalls of verbal selling in restaurants
A not-so-gentle dig at the trend of waiting staff in restaurants to verbally
present the ‘specials’ and other menu items to customers at the table.
Hard
times bring opportunity
If you are experiencing hard times, please read this. There are unique
business opportunities to be had when times get tough that you may not realise.
Value
for money and customer perception
This essay examines the concepts of value for money and customer perception,
and looks at the best ways to get accurate customer feedback from your customers.
Advertising,
or throwing money away?
The first of the two part series on advertising. Some hospitality operators
throw large amounts of money away on advertising that is not very effective. This essay
looks at the factors necessary to make advertising work.
Advertising
revisited
The second of two articles on the subject of hospitality advertising. This
one looks at the message and how it should be constructed.
Success
and failure
Some musings on why some businesses have survived and prospered while others
have fallen by the wayside.
Writing
for the media
Why were all these articles written? Free advertising, that’s why. You
can do the same if you want. Find out the rules of the game.
Perception
is all there is
This article looks at customer perception and the process of customer
perception surveying (mystery shopping) to objectively measure what people really think.
Perception revisited
A follow up to the previous essay about how perceptions differ radically from
individual to individual.
Hello
hotel and tourism operators . . .
E-mail is here to stay. This essay looks at how it can be used as a very
cheap marketing tool for the accommodation and tourism sectors of the industry.
The
more the merrier
This essay examines the process of increasing you customer average spend by
effective selling and merchandising.
Measure
— don't assume
A further essay on the subject of perception surveying and why owners overate their
business.
Fine
dining, anyone?
If you are not careful your key staff will drive your business up market — and this
is not necessarily a good thing.
My
eyes are dim, I cannot see . . .
Your menus and wine lists are your prime merchandising tools. Here are two common mistakes
that render them ineffective.
Incentives
to perform
Discussion about incentive programs and the issues that make them attractive
In search of the Holy Grail
What is the most important aspect of a hospitality business? Read this . . .
Lets' make it hard for people to buy stuff
Some of the common sales mistakes hospitality operators make in restaurants and
cafes
The way out of wage cost problems
If you're feeling the crunch of rising wage costs here may lie the answer.
Who's holding the baby?
An look at the opportunity that presents itself in the family dining market.
A theory is only an opinion
A dig at tertiary educationalists who don't get out and about.
In search of top dollar
An examination of the issue of increasing customer average spend
from other sources:
Think
strawberries
This is a very funny and very wise look at hotel
marketing and internal selling. Compulsory reading, a classic.
Supervision, Management
& Leadership
Opening
up the ears
An interesting examination of
the reluctance of some leaders to listen to their staff and the consequences of them not
doing so.
The
quest for productivity
‘Productivity’ is a word commonly used but not well understood.
This essay examines the concept of productivity and how to maintain it. It is especially
relevant to those who employ their staff on a ‘per hour’, or other fee-for-time
basis.
The
nature of a good leader
What makes a good leader? This essay looks at the attributes, skills and
disciplines needed to lead a team of people in a hospitality (or any other) environment.
The
confusion of job titles
What do you call your various members of staff? Over the years job titles
have become confused — especially where the word ‘manager’ and
‘supervisor’ are concerned.
Spelling
out what you want
This article looks at the communication necessary to get a member of staff to
become largely self supervising. It also talks about constructing proper job descriptions.
Staff,
leadership and motivation
Following on from the previous article, this one further examines the way to
structure a staff member’s job and how this should be communicated. It also deals
with the process of performance appraisal.
Who’s
got time for time management?
As the name suggests, this is an explanation of the process of time
management as it should be practised by any hospitality manager or supervisor.
Guidelines
for communication
An extract from one of our induction manuals, this spells out the rules for
communication in a logical and easy to understand manner.
Staying
at the top
Why do some hospitality business reach the top? Why is it rare for one to stay
there for very long? This article seeks to provide some of the answers.
Do unto
others . . .
Staff working conditions and staff turnover are
related. This essay examines the issue of staff living standards at remote location
hospitality businesses.
Supervisors are the
core of your business
If you are working long hours, not taking holidays, battling low income and high
costs, or are generally stressed out — read this.
Mind your language
There are two languages necessary to run a hospitality business. If you don't
understand what they are and how to use them you will probably squander a lot of
money.
From waiter to supervisor — be careful!
The progression from waiter to supervisor has some hidden traps for the unwary.
Issues
when using consultants
Some valuable tips on when and
how to chose a consultant to help you with your business . . . and remember, we are
consultants, so we should know.
Battling
with the Banks — part 1
This essay is the first part of a two part dig at the banking industry and
their attitude to small hospitality businesses.
Battling
with the Banks — part 2
This essay is the second part of a two part dig at the banking industry and
their attitude to small hospitality businesses.
Do
unto others . . .
How do you treat your suppliers? Some comments from the receiving end of the
deal may give you some food for thought and some clues as to how to save some money.
No
worries, I'm insured . . .
One particular incident followed by several discussions with people who work in
the insurance industry prompted the writing of this article. Please be warned . . .
Are
you reluctant to train your staff?
If you are one of those people
who think training is an expensive waste of time, this article may persuade you otherwise
. . .
Training
is not a universal panacea
Following on from the previous article, this one seeks to define the limits
of what training can and can’t achieve.
Teaching
people to solve problems
How often do your staff present you with problems? This essay discusses how
you can teach them to work out the solutions for themselves.
Orderly
progression
Do you want to develop members of your staff? There is a right way and a lot of
very confused and expensive ways to approach the process . . .
A bit
of perspective on restaurant training
A look at the trends in the Australian restaurant industry that will have to be taken into
account in the training plans of successful restaurant and cafe operators.
The
hospitality training guide
Lots of useful information on hospitality training.
It's
all your accountant's fault . . .
This essay looks at the way modern accounting practices work against the need for you to
train your staff
Welcome
to the company
The key issues of employee induction and orientation are often missed . . .
Where
have all the managers gone?
An examination of the differences between corporate and independent managers, focussing on
the problems operators may face in finding independent managers in the future.
Something about decomposing fish . . .
A comment about the order to approach key staff training in difficult economic
circumstances