Podcast 111: How to Manage Harassment & Bullying in the Workplace

Work can be a bit rough in some restaurants and bars – high pressure, long hours, impatient managers, heat, late nights and alcohol. No wonder staff sometimes say and do things that they shouldn’t – insults, sex talk, swearing, pushing and yelling. For a long time the attitude was that you put up with it or got out. But modern workplaces now have a much greater focus on safety and management’s ‘duty of care’ – protecting staff is not optional. And employees are much more aware of their rights and legal protection.

headphonesRed80In this interview, Ken Burgin talks with HR expert Natasha Hawker of Employee Matters. We discussed definitions of sexual harassment and bullying, plus the idea of ‘Duty of Care’ and how it applies to managers and supervisors. Also covered were grievance procedures, investigation methods, and the responsibility of staff who witness harassment or bullying – there’s a lot to consider.

Also make sure to check the Staff Management Dept and Staff Downloads at Profitable Hospitality.

LISTEN to more free podcasts from Profitable Hospitality at the iTunes Store.

Android and Windows phone users, add our RSS Link to your podcast app of choice or find us on the Stitcher app or on SoundCloud.

screamlady570

Never let a crisis go to waste…

You never let a serious crisis go to waste. And what I mean by that it’s an opportunity to do things you think you could not do before.

A quote from Rahm Emmanuel in 2008, Obama’s Chief of Staff when the new president took over. The Global Financial Crisis had hit, and America was in the middle of the cyclone. The immediate drama had to be dealt with, but while everything’s up in the air, are there other urgent reforms and changes that could be pushed through as well?

How could you use an unexpected drama?

  • Head Chef resigns? Now’s the time to implement the kitchen software and ordering process she refused to agree to. Put in place a properly-worded Job Description, and replace the ‘loyal’ suppliers who have been overcharging.
  • Fire in the kitchen? Bring forward the refit plans – you have to be closed for a few weeks, so let’s do all the changes to make the place more efficient and hygienic.
  • Street works disrupting business? Local government knows you and others are hurting – if there are changes to zoning permissions you’ve wanted for a long time, now’s the time to go in strongly with your list.
  • Bad online review? You know it’s true – time for a shake-up with the manager and unreliable staff. Use agency people for the short term while you do a cleanout and rehire.
  • A theft? Time to put in the new cash-handling systems that will take longer but are essential. Change how people sign on and off and insist on lockers for bags.
  • A relationship ends. Is it time to connect with people who give you more respect?

We love stability, and staff prefer nothing to change. Be ready for an opportunity if it comes up unexpectedly…

redhotpokers570

Podcast 110: 10 Ways to Measure and Improve Restaurant Sales

If you’re watching staff productivity, menu performance or changing customer tastes, the results usually show up in one of the sales figures. But what should you check first? Most POS systems offer hundreds of report options, but a few key numbers will give you the most important information.

podcastlogoblue80In this podcast, Ken Burgin goes through 10 important restaurant KPI’s that will show you the success of your sales effort, and help to uncover where improvements can be made. It could be in food, dessert or beverage sales, number of items per customer, menu design or the selling skills and efficiency of employees. You’ll find lots more information on sales improvement at Sales & Marketing and the Menu Marketing departments of Profitable Hospitality.

LISTEN to more free podcasts from Profitable Hospitality at the iTunes Store.

Android and Windows phone users, add our RSS Link to your podcast app of choice or find us on the Stitcher app or on SoundCloud.

elephantcafe570

This is what customers fear about the food you serve…

OK, not all of them. But dramatic video footage like this is widely seen online, and if your adult customers don’t care, chances are their children will see it at school or when doing a hospitality or science project.

All the more reason to talk about where your food comes from. Factory farming can be humane, and without it the world would probably starve. But we’re in the business of putting a smile on people’s faces, not an anxious frown…

Podcast 109: What Makes a Successful Entrepreneur in Hospitality?

Entrepreneurs are inventors, and they also have to be risk-takers – ready to go out on a limb with a money-making idea. They’re opportunistic, they like the idea of ‘extreme sport’, focus on the positive side, know how to find followers, and keep an eye firmly on the financial success of a project. Our industry thrives on entrepreneurs who are constantly designing, testing and occasionally failing with new bars, restaurants and cafes – it’s exciting to find a ‘new place’ that ticks all the boxes!

speakers_green80_2In this interview, Ken Burgin talks with Harry Hawk, a New York-based marketer and hospitality operator who tells us how he set up a highly-popular beach bar – hiring and training staff, dealing with massive crowds, handling government regulations and keeping customers happy so they stick around, spend up and tell their friends. Plus PR, neighbour issues, fast food, power supply and even the toilets. You can find Harry on Linkedin.

LISTEN to more free podcasts from Profitable Hospitality at the iTunes Store.

Android and Windows phone users, add our RSS Link to your podcast app of choice or find us on the Stitcher app or on SoundCloud.

nightparty5702

Podcast 108: Effective Training for Service Staff and Their Managers

It’s a common request – how can we train new staff in the fastest, most efficient and cost-effective way? Or work with current staff who are not getting the sales results you want, they’ve stopped smiling, are often late, and aren’t supporting the team. We also need supervisors and store managers who can take the lead and deliver this coaching and training whenever it’s needed.

podcast80In this interview Ken Burgin talks with Roger Simpson, an experienced retail trainer and consultant who works with businesses to increase service levels and grow sales. He’s worked in all sectors of hospitality, and one of his famous (and ongoing) clients is Beechworth Bakery, a business that’s transformed an entire rural town and the face of modern bakeries in Australia. We discussed his 4 step system for turning leaders into coaches, and the 5 key steps for success with staff – it’s a great discussion.

You can find Roger at The Retail Solution and I’d recommend you download his excellent free e-book.

LISTEN to more free podcasts from Profitable Hospitality at the iTunes Store.

Android and Windows phone users, add our RSS Link to your podcast app of choice or find us on the Stitcher app or on SoundCloud.

pastries570

Automated Coffee – Can Hipsters and Owners Finally Agree?

A colleague who travels widely and is also a coffee fanatic wrote to me:

An interesting phenomena in Switzerland and Germany is the proliferation of super-automatic coffee machines, I never saw one classic barista machine anywhere. Do you think the pressure on labour costs will force the Australian cafe industry to go that way too? I found myself in a small Swiss village cafe, timing the waitress’s delivery of a fresh ground coffee, in 20 seconds to my table (and not a bad coffee), while single-handedly serving the other 40 seats with food and drinks as well, while also of course doing the Swiss thing and collecting payment in her hand-held wallet!

I guess the businesses that thrive on their coffee reputation will never convert to a super-auto machine, but surely places like mine that want to serve a consistently good (although not amazing) coffee, that are open weekends and public holidays, will convert? What are your thoughts?

Great observation, and one that’s understood by McCafe – serving the big majority of people who want a coffee that’s ‘good enough’, if not amazing.

Ironically, the champion baristas who obsess over the grams of coffee, tamping pressure, plus water and milk temperature, are interested in the same accurate calibration that these fully-automatic machines are so good at. Maybe if the McCafe machine created a special button for ‘inner-city hipster ristretto’ everyone would be happy? 

coffee570

Podcast 107: How Restaurants & Bars Can Use Linkedin for Marketing

It’s easy to put all your energy into Facebook, Instagram and Twitter as the main social media channels for restaurant, hotel and bar marketing. They’re hugely popular, and the advertising options can be effective. But ‘there’s a serious side to business’ where you can make professional connections and turn them into customers and networking opportunities – that’s best done with Linkedin.

podcastlogoblue80In this podcast, Ken Burgin shows hospitality business owners and managers how to use Linkedin to enhance their own professional reputation, and reach others through its unique networking system. The sales opportunities are rarely used in our industry, but heavily used in the corporate world. Find local professionals you’d like to do business with, connect, make friends and be welcoming. It needs a ‘slow and steady’ approach, and there’s a lot of upside. I hope you will also connect with me on Linkedin – just search for Ken Burgin in Sydney.

LISTEN to more free podcasts from Profitable Hospitality at the iTunes Store.

Android and Windows phone users, add our RSS Link to your podcast app of choice or find us on the Stitcher app or on SoundCloud.

bizguys570

How to Find Chefs on Twitter [video]

If you’re a chef looking for other chefs on Twitter, or a food lover who wants to find chefs who tweet, here are two quick ways to do it. One uses Twitter’s own search function, and the other method starts with a chef that you know.

Find lots more useful information about online marketing and social media at the Profitable Hospitality Online Marketing Department.