Hospitality Management Knowledge Library

Cooks & Chefs

• 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. ... Read more

• 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 ... Read more

• 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. ... Read more

• 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. ... Read more

• A recipe for disaster

  A series of events with a difficult Chef lead to an important lesson for any hospitality business owner. ... Read more

• The way of the future

  A look at a modern development in kitchen structure. Where does a chef's career path go? ... Read more

• The arrival of the knifeless kitchen?

  Are chefs an endangered species? It's just a matter of time. ... Read more

• Anyone for Bunyip Fillets?

  The quest for obscure and expensive ingredients can cause unwanted issues for your business. ... Read more

• If the numbers are not right, something has to change

  Some chefs may have to change their thinking in order to control their costs. ... Read more

• What’s in a name?

  If you are chasing a 'name' chef for your business, you could be in for quite a rough journey. ... Read more

• From cook to Chef — not a straightforward journey

  If you are trying to develop your kitchen staff up through the ranks this essay may be of great assistance. ... Read more

Customer Service

• 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. ... Read more

• 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? ... Read more

• The foundations of good service

  This essay explores the relationship between thorough recruitment and superior customer service. ... Read more

• 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. ... Read more

• Waiting for something to happen or selling?

  Are your wait staff passive, just waiting for your customers to tell you what they want, or do they look for sales opportunities and actively sell? ... Read more

Developing Your Business

• 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. ... Read more

• 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 ... Read more

• 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 ... Read more

• 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 ... Read more

• 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. ... Read more

• 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 ... Read more

• 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 ... Read more

• 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 ... Read more

• 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. ... Read more

• 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 ... Read more

• 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 ... Read more

• 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. ... Read more

• 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 ... Read more

• 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. ... Read more

• 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 ... Read more

• 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. ... Read more

• Rent and financial viability

  A discussion about how to make high rents affordable for hospitality operators. ... Read more

• 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. ... Read more

• Things to do in a difficult economy

  A few words of wisdom for those who may be nursing a hospitality business through difficult times. ... Read more

• There’s safety in numbers

  This article explores the economies of scale available from group restaurant operations. ... Read more

• Bigger does not necessarily mean better

  A discussion of issues that cause growing hospitality businesses to fail. ... Read more

• Hoping for a pot of gold?

  Some pearls about selling cafes and restaurants and getting trapped therein. ... Read more

• Who’s going to do the work?

  An examination of the reasons for the skilled staff shortages in Australia. ... Read more

• Who’s on next?

  Managing the issue of succession planning is one of the keys to long term business success. ... Read more

• When is a cost an investment?

  A longer term, strategic view is necessary when considering expenditure otherwise you may ruin your future. ... Read more

• What do I do Now?

  A discussion about one of the hurdles a business owner goes through when they try to let go. ... Read more

• Pulling out and handing over?

  More comment on the things that have to be considered before you try to put your business under management. ... Read more

• Necessity is the mother of invention

  This essay traces some of the changes brought about by economic circumstances over the last forty years. ... Read more

• Waiter to manager — a troubled career path

  Before you promote your best waiter, it might pay to read this. ... Read more

• Are you a mover or a museum?

  This essay examines the polarisation of the industry into modern, successful businesses and stagnant, doomed businesses. ... Read more

• Go with the flow, or fall behind.

  We live in a rapidly changing world. If you are not keeping up with technology and new services, you will be falling behind your competitors. ... Read more

• Fix it but don’t change anything . . .

  The working life of a consultant has it's many challenges. Not the least is getting some clients to accept change. ... Read more

• A tale of Burgers and Chicken . . .

  The current fashion of restaurateurs going down market to burgers and the like is going to require some new skills . . . ... Read more

• Are you managing your customers’ perceptions?

  Most businesses we deal with measure money and stock, but they fail to objectively measure the main issue that will accelerate the growth of their business -- are your ... Read more

• Are you Thinking of Expanding into Multiple Locations?

  There is a very high failure rate among operators who expand into multiple locations without putting certain things in place as they expand. This essay explores how to go ... Read more

Going into Business

• Anyone for country cooking?

  If you’re thinking of abandoning the city and establishing a hospitality business in a rural environment, take heed . . . ... Read more

• 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. ... Read more

• 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 ... Read more

• 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 . . . ... Read more

• 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. ... Read more

• 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 ... Read more

• 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 ... Read more

• All in the family (No 2)

  More goodies on family businesses. This one was written some years after the previous article. ... Read more

• 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. ... Read more

• 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 . . . ... Read more

• 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. ... Read more

• Before you jump into that new project . . .

  New property developments and building projects can be a trap. Here are some thoughts on the subject. ... Read more

• 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. ... Read more

• The ways of the future . . .

  This article looks at the opportunities for new hospitality businesses in our very cluttered markets. ... Read more

• 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? ... Read more

• It’s only a matter of bigger saucepans

  This industry is a lot more complex that it seems. Get real . . . ... Read more

• Beware the sound of your own name . . .

  A clear warning from the heart for those tempted to name their business after themselves. ... Read more

• Paying too much in rent?

  How much rent should you pay in a hospitality business? It's not as straightforward as you think. ... Read more

• Small and manageable – or a prison with no escape?

  The folly of buying or starting a small restaurant in today's economy. ... Read more

• Don’t jump in if you don’t know what you are doing.

  Considered advice for those contemplating a hospitality business. ... Read more

• Do we really need more new hospitality businesses?

  Current economics are against the successful establishment of new businesses, unless you really know what you are doing. ... Read more

• Thinking of entering the industry?

  If you have dreamt about owning a hospitality business, and you haven't worked in the industry, be very, very careful. ... Read more

• Conditions for a Successful Hospitality Business

  Before you jump into a new business opportunity you should read this. A lack of knowledge could cause you to lose everything. ... Read more

Income, Costs and Profit

• 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 ... Read more

• 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 ... Read more

• 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. ... Read more

• It’s the way of the future

  The battle between hotels and serviced apartments presents opportunities galore for restaurants, caterers and food retailers. ... Read more

• 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. ... Read more

• 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 ... Read more

• The food production factory

  This essay outlines a system of examining a commercial kitchen in the quest to reduce kitchen running costs. ... Read more

• 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. ... Read more

• 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. ... Read more

• 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 ... Read more

• 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. ... Read more

• Cost control in a nutshell

  A succinct look at the subject of cost control in a food and beverage business. ... Read more

• Where has all the money gone?

  This essay looks at the trends that are eroding the profitability of hospitality businesses in our region. ... Read more

• 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 ... Read more

• Radical is not a dirty word

  Reducing your costs may require challenging the way you do things and considering new ways of doing things. ... Read more

• Keeping wage costs under control requires flexible thinking

  Required reading for business owners who need to reduce wage costs. ... Read more

• Does your Chef know how to control food costs? Many do not . . .

  More on the control of food costs, which many chefs are not equipped to deal with. ... Read more

• The finer points of food cost control . . .

  The old ways of controlling food costs are failing as margins fall and it's time for you to consider moving with the times. ... Read more

• Kitchen costs are food for thought

  If your chef is winging it, you might want to have a long look at how much money you are throwing away. ... Read more

• Dealing with Staff Turnover

  If you want to make a decent profit from your business you have to minimise your staff turnover. This essay explores this important issue and gives some insights on ... Read more

• Facing the Reality of a Difficult Economy.

  Some operators have been forced to adopt illegal methods to keep their business healthy and have brought damaging publicity on themselves as a result. ... Read more

• What Influence Does Front-of-House Have on Food Costs?

  Your chef is not the only one who influences your food costs. Front-of-house have an important role to play and understanding how is important for your financial health. ... Read more

Miscellaneous

• 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 ... Read more

• 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 ... Read more

• 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. ... Read more

• 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? ... Read more

• 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. ... Read more

• The games people play

  Some general warnings for hospitality operators who think they will make a killing out of the 2000 Sydney Olympics. ... Read more

• It’s all happening too quickly

  The pace of change is accelerating rapidly. This essay looks at the last 30 years . . . ... Read more

• Things that make me bitter and twisted . . .

  A personal look at recurring things that cause grief to customers in restaurants and eateries. ... Read more

• To refurbish or not to refurbish . . .

  Some of the issues you should consider before you get all gung ho with a renovation project. ... Read more

• 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. ... Read more

• 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 ... Read more

• Networking for disaster

  If you have a small computer network at work you would be well advised to read this. ... Read more

• Will barristers inherit the earth?

  The issue of public liability is becoming a management preoccupation which is not going to go away. ... Read more

• 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. ... Read more

• My annual whinge

  What gets up my nose in restaurants. Some things to think about. ... Read more

• The Dangers of Being a Host

  A humorous article about the danger of recommending restaurants to friends. ... Read more

• A little bit of teamwork, please

  An argument for a unified lobby group to represent the hospitality and tourism industries interests to Governments ... Read more

• I survived an attempt on my life

  Hospital food is not noted for its culinary excellence. An enforced stay highlights deficiencies in the experience. ... Read more

• Where is the economic journey leading us?

  We are in a very challenging economy right now. This article explores why this is so. ... Read more

• Many people have a distorted view of our industry.

  The public often think restaurants are easy to run and make a fortune. This is far from the truth. ... Read more

• When journalists ask difficult questions

  There are some aspects of this industry that you need to be careful discussing — especially to the press. ... Read more

• The journey from whence we came . . .

  An overview of 40 years of changes in our industry, and what drove those changes. ... Read more

• What is Your Business Worth?

  If you have the intention to sell your business in the forseeable future you should read this essay. It explores the issues that contribute to the value of a ... Read more

Recruiting Hospitality Staff

• Notes on recruiting floor staff

  How do you recruit a waiter or other customer service staff? Find out how . . . ... Read more

• The skills of recruiting casuals — Part 2

  Part 2 of a discussion about the skills of recruiting good casual staff. ... Read more

• Aptitude testing

  An interesting article about our experiences using job aptitude testing systems as a tool for hospitality recruitment. ... Read more

• 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. ... Read more

• 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. ... Read more

• 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 . . . ... Read more

• Lifestyles of the rich and famous

  How much money should you pay your key staff? This essay explores this vexed subject. ... Read more

• Poached or fried?

  The pitfalls of poaching staff from other businesses ? be aware, you may create more problems than you solve. ... Read more

• What is a Restaurant Manager?

  With no standard for job titles, the recruitment of Restaurant Managers is becoming unnecessarily difficult. ... Read more

• 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. ... Read more

• Attracting good people requires different thinking

  The current job market is extremely difficult and finding good staff requires an understanding of some basic psychology. ... Read more

• Why is the job market so difficult?

  An exploration of the reasons behind today's difficult job market. ... Read more

• Notes on the progression from waiter to manager

  If you promote the average waiter to manager you will lose a good waiter and probably gain a poor leader. ... Read more

• It’s all about people

  Focusing on good recruitment during a difficult job market is one of the smartest things a hospitality professional can do to protect their business. ... Read more

• Swimming with the Sharks.

  Recruiting senior managers for the hospitality industry is full of traps for the inexperienced. This essay gives some pointers on how to avoid those traps. ... Read more

Sales & Marketing

• 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. ... Read more

• 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 ... Read more

• 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. ... Read more

• 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. ... Read more

• 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. ... Read more

• 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. ... Read more

• 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 ... Read more

• 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. ... Read more

• Success and failure

  Some musings on why some businesses have survived and prospered while others have fallen by the wayside. ... Read more

• 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. ... Read more

• 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. ... Read more

• Perception revisited

  A follow up to the previous essay about how perceptions differ radically from individual to individual. ... Read more

• 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. ... Read more

• The more the merrier

  This essay examines the process of increasing you customer average spend by effective selling and merchandising. ... Read more

• Measure — don’t assume

  A further essay on the subject of perception surveying and why owners overate their business. ... Read more

• 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. ... Read more

• 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. ... Read more

• Incentives to perform

  Discussion about incentive programs and the issues that make them attractive ... Read more

• In search of the Holy Grail

  What is the most important aspect of a hospitality business? Read this . . . ... Read more

• Lets’ make it hard for people to buy stuff

  Some of the common sales mistakes hospitality operators make in restaurants and cafes ... Read more

• The way out of wage cost problems

  If you're feeling the crunch of rising wage costs here may lie the answer. ... Read more

• Who’s holding the baby?

  An look at the opportunity that presents itself in the family dining market. ... Read more

• A theory is only an opinion

  A dig at tertiary educationalists who don't get out and about. ... Read more

• In search of top dollar

  An examination of the issue of increasing customer average spend ... Read more

• Think strawberries

  This is a very funny and very wise look at hotel marketing and internal selling. Compulsory reading, a classic. ... Read more

• Another look at advertising

  Yet another look at how hospitality businesses can get better value from their marketing activity. ... Read more

• On forming relations with the press . . .

  This essay discusses some of the finer points you should be aware of when dealing with journalists. ... Read more

• Building trade in your quiet times is an art that may require lateral thinking

  Do you have days where you struggle to break even? Most hospitality businesses do, and there are things you can do about this . . . ... Read more

• A bad review is not the end of the world

  If you've had a bad review it's not likely to have a long lasting effect — but we do recommend you take the feedback seriously. ... Read more

• Still doing manual bookings? The future is online.

  Reservations software and online booking systems are not a cost — they are an investment that can help your business immensely. ... Read more

• More on restaurant marketing

  This essay builds on previous essays on the subject of hospitality marketing, and highlights some things you have to consider in order to avoid wasting large amounts of money. ... Read more

• Yield management may be the way to go.

  Applying the same variable pricing systems used by airlines and hotels may help some restaurants and bars to offer better service. ... Read more

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. ... Read more

• 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 ... Read more

• 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. ... Read more

• 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. ... Read more

• 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. ... Read more

• 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 ... Read more

• 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. ... Read more

• 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. ... Read more

• 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. ... Read more

• 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. ... Read more

• 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 ... Read more

• From waiter to supervisor – be careful!

  The progression from waiter to supervisor has some hidden traps for the unwary. ... Read more

• On the subject of staff turnover

  Is your business a revolving door? ... Read more

• Supervisors are the core of your business

  In fulfilling my occupation I have the privilege of looking at the inner workings of many different hospitality businesses. We work with the complete spectrum — from fast food ... Read more

• A fish goes rotten . . .

  Dealing with business owners can be quite challenging for a management consultant. ... Read more

• Border wars.

  Managing the co-operation and communication between departments is an ongoing challenge for managers . . . ... Read more

• Good managers plan well ahead

  Teaching people to stop living day by day and getting them to think well ahead is one of the biggest challenges when training managers. ... Read more

• Change does not come easy for some

  You can get bogged-down easily trying to get a stagnant group of people to change the way they do things. Sometimes the humanitarian way is not going to work. ... Read more

• Moving from No 2 to No 1 is a giant step

  There is a high failure rate promoting people from the 2IC position to department head. This essay examines why. ... Read more

• Changing the Way you Manage, so you can Grow.

  This article explores some of the managment issues we encounter when we work with owners who find themselves trying to run a larger business. ... Read more

Suppliers and Providers

• 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. ... Read more

• 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. ... Read more

• 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. ... Read more

• 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 ... Read more

• 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 . . . ... Read more

Training Your Staff

• 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 . . . ... Read more

• 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. ... Read more

• 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. ... Read more

• 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 . . ... Read more

• 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. ... Read more

• Definitions

  This is a list of definitions of terms used in the context of training. ... Read more

• Who Should be Responsible for Training & Development?

  Be careful how you manage your training or you will give your key staff the perfect excuses to duck accountability. ... Read more

• Thinking of Starting a Training Department?

  Training personnel and training departments can be eye-wateringly expensive to run — be careful. ... Read more

• Allocating Your Training and Development Budget

  A guideline for where and how to spend your training budget. ... Read more

• Planning for Training & Development

  [private] The planning and scheduling of the more common and often required types of training (customer service skills, complaint handling, selling skills) does not present too much of a ... Read more

• The Different Kinds of Training Applicable to a Hospitality Environment

  [private] Induction/Orientation Perhaps the most important of all training, induction (or orientation as it is also known) is the process of introducing a new employee into your team. Its ... Read more

• Some Warnings About Training

  [private] Training is not a universal cure-all. We’d like one percent of all the money that is wasted on badly conceived training in the hospitality industry (or any other ... Read more

• 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 ... Read more

• Welcome to the company

  The key issues of employee induction and orientation are often missed . . . ... Read more

• Where have all the managers gone?

  An examination of the differences between corporate and independent managers, focusing on the problems operators may face in finding independent managers in the future. ... Read more

• Something about decomposing fish . . .

  A comment about the order to approach key staff training in difficult economic circumstances ... Read more

• Want to make your training work more effectively?

  If you think that people will adopt your desired behavior after attending a training session you are likely to be disappointed. This article discusses what is required to make ... Read more

• Time to revisit waiter training?

  Restaurants are poaching skilled staff around in a circle and very few are training new staff. We have a problem . . . ... Read more