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Looking after the front of house is rarely commented on as a stand-alone topic, with the focus falling to the chef and food. But it's my belief that without a warm and personal atmosphere, any customer's experience would be very much lacking, no matter how high the standard of food is.
Posted: 25 May 2012 | 17:27
We all know that the hospitality industry is highly competitive, so it's essential to stand out - and to stand for something. So how do hotels, bars and restaurants go about achieving this? One of the first steps is to take a serious look at your branding. What are your company's values and who are your customers or potential customers?
Posted: 11 May 2012 | 09:55
Spring is a time for change. The clocks go forward, the evenings get lighter and days warmer. But what's that got to do with Facebook? Perhaps it's no coincidence that Facebook picked the end of March to change the way it displays business pages.
Posted: 04 May 2012 | 11:52
Perhaps more than any other sector, the hospitality industry needs to have a strong online presence. With search engines, online business maps and recommendation sites all able to push custom your way, not making the most of a website could leave you vulnerable to competitors.
Posted: 04 April 2012 | 16:08
What inspires your staff? What keeps them working for you with enthusiasm and energy, pushing towards that bottom line? What makes a self-motivated workforce that's innovative and creative? What will make people stay with a company and help it grow?
Posted: 16 March 2012 | 16:56
Performance management can be a powerful tool for businesses.
Posted: 17 February 2012 | 17:26
With the latest figures from Experian's Insolvency Index showing that hotel and leisure businesses had the third highest rates of insolvencies of all sectors, up 30.65% on the same time last year, there's never been more pressure on businesses in the sector to review their cost management strategies in detail.
Posted: 31 January 2012 | 11:00
Catering for functions and events involves a high level of organisation but in my experience, when it comes to accessibility and dietary requirements, basic procedures that would ensure all guests are cared for are all too often overlooked.
Posted: 12 December 2011 | 14:32
My eldest daughter, Karen, is a coeliac. It means she can't eat gluten. This is not a life choice like a vegetarian or a vegan, it is an illness. Gluten, which is found in wheat, barley and rye triggers an immune reaction in people with coeliac disease and damages the lining of their small intestine.
Posted: 29 November 2011 | 15:52
Nothing beats having a good relationship with your suppliers. Sourcing from farmers who are producing food to your own high environmental standards can initially take time and effort, but restaurants that put in the legwork at the beginning find it pays dividends in the long run.
Posted: 29 September 2011 | 17:34
In the second of two articles, Arnold Fewell, managing director of AVF Marketing and a permanent wheelchair user, gives advice on how great customer service can be delivered to people with disabilities by the reception department
Posted: 15 September 2011 | 16:05
As excellent as an establishment's food or drink offering can be, it can never quite compensate for disappointing service. The service skills of both front-of-house and kitchen teams can often act as deal-breakers for customers and are a crucial aspect of a catering establishment's image.
Posted: 02 September 2011 | 15:11
Reception is the hub of any hotel regardless of its size. It keeps all departments informed about a wide range of matters and has a pivotal role in delivering great customer service to all its guests and visitors. There is a great advantage when dealing with disabled people...
Posted: 05 August 2011 | 16:31
If May hadn't been so wet we'd be writing about an imminent drought and emergency measures to save depleting precious resources, too. As it is, the hotel and restaurant industry uses a staggering 400 million cubic metres of water every year - equivalent to 100,000 Olympic swimming pools.
Posted: 03 August 2011 | 17:02
There is no denying the increasing importance of internet marketing for restaurants and hotels. The digital marketing mix is becoming more sophisticated and the tools available to engage, attract and convert customers are constantly changing and improving.
Posted: 15 July 2011 | 11:39
In line with HM Revenue & Customs' (HMRC) "selective trade targeting" policy, it has set up a task force to target the restaurant trade, initially in London, then with other regional teams nationally.
Posted: 08 July 2011 | 12:16
For most hoteliers, dealing with the big online travel agencies (OTAs) is a bit like adopting a lion cub - small, cuddly and harmless in the beginning but an uncontrollable monster after a couple of years.
Posted: 11 March 2011 | 14:11
Logo fatigue" is a phrase that sums up how many chefs and caterers feel about food badges. The Red Tractor, Freedom Food, Leaf and Organic marks are the most common on food products in supermarkets and becoming more prevalent in food service.
Posted: 04 March 2011 | 10:57
Selling a restaurant can be tricky business. Customers can often interpret news that a premises is for sale as a sign that something is awry; it is a small industry and rumours can easily damage trade.
Posted: 24 February 2011 | 11:06
How offering a gift card can drive sales and get customers through the door.
Posted: 18 February 2011 | 15:36
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