From the category archives:

Employee Management

Podcast 18: Less Bitching, More Listening – How to Improve Internal Communication

Some restaurants, cafes and bars assume staff will hear about everything, and others think that notices and emails are enough. But so many hospitality managers and owners complain that staff don’t listen, don’t care or don’t notice – communication with employees needs a shake up! There are many ways to improve: with print, email, online, [...]

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Podcast 14: Managing Email, Calendars, Contacts and Passwords More Efficiently

Ken Burgin talks with productivity expert Helen Crozier about how to handle business communication and online activity more efficiently. The discussion focuses on four key areas: bringing email under control, managing your calendar for events and meetings, keeping track of contacts, and managing passwords – important in so many areas of modern life, and easy [...]

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How can you make the ‘deso’ (designated driver) a hero?

Nice work by one of the winners of a recent video competition run by the Transport Accident Commission of Victoria – focused on encouraging young people to stay safe on the road. Any way you could make the ‘deso’ more of a hero, instead of the one who’s missing out on the fun? Every happy [...]

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What Happens to your Body if you Drink a Coke Right Now?

Ever thought that the staff breakfast of a Coke and a cigarette might not be the best for them? Download a printable copy of this fact sheet and put it on the noticeboard: What happens if you drink a Coke right now… Have you ever wondered why Coke comes with a smile? It’s because it [...]

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Podcast 10: Success Interview with Paul Smith, chef/owner of Green Zebra Cafe

Meet Paul Smith, successful chef/owner of Green Zebra Cafe in Albury, NSW – a large inland town in Australia. Paul and his partner have had the cafe for more than 10 years and have built a great reputation for their food, coffee and the fresh pasta they make on the premises (also sold retail). In [...]

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To Sell is Human – but do your staff understand this?

Dan Pink’s new book To Sell is Human recognises that the old arm-twisting, truth-bending ways of selling are almost over – when we had most of the information and the buyer was in the dark (and knew it). In fact we’re ALL in the business of persuasion and sales – not just selling a wedding [...]

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3 Important Networks for the Digital Age, and no it’s not about Facebook…

Lynda Gratton, a London Business School professor talks about the importance of staying connected in this fast-moving world. Not just with helpful buddies, although they’re important, but also connected in deep relationships, and with people who expose you to ‘big ideas’ and knowledge. In the busy world of hospitality, networks are often reduced to home [...]

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Podcast 6: Shock Tactics to Improve Customer Service

Do your staff understand what’s involved in delivering high quality customer service? Here are two very effective ways to demonstrate the issues and train for better delivery. It needs imagination and something unexpected to overcome the cynicism staff often feel when they hear the words ‘customer service training’… Plus on Profitable Hospitality you’ll find a [...]

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Podcast 4: Why Employees Don’t Do What They’re Supposed to Do

It’s one of life’s great mysteries – you’ve given clear instructions, staff have the equipment they need, the intelligence and the time to do the task…but it’s not done the right way. Or forgotten, or ignored. In fact what employees do or don’t do may be quite logical, according to their understanding of the situation [...]

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Secrets from the Science of Persuasion by Robert Cialdini – with a great example on boosting tips

Cialdini’s book Influence is one of the classics of popular psychology – the ideas are still so fresh, and easily understood by staff at all levels. For the hospitality industry, we’ve developed his 6 Influence Patterns and shown how they can be used to Make More Sales in a Restaurant or Bar, used to Sell [...]

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