I’m a firm believer in the importance of gathering customer feedback. We strongly recommend that all our hospitality clients implement an independent mystery shopper program to track customer satisfaction. However,...
In 2024, Australia introduced new Fair Work laws that make it a criminal offense for employers to allow or overlook bullying, harassment, or intentional wage underpayments. These reforms represent a...
The ‘Right to Disconnect’ is a recent legislative initiative in Australia designed to address the impact of constant connectivity on employees’ work-life balance - Fair Work Legislation Amendment (Closing Loopholes...
Controlling wage costs is often the most challenging financial responsibility for hospitality team leaders. If wage costs are too high as a % of revenue, you need to be extremely...
Hospitality profit margins are being squeezed from all directions – many establishments are experiencing a reduction in revenue as cost-of-living pressures impact their customers’ spending habits. It’s not just wages,...
Interviews are often regarded as the primary gatekeeper for selecting candidates for job positions. However, relying solely on what a candidate presents in an interview can be fraught with pitfalls....
Staff turnover is one of the 1st things I look at when working with a new client. High staff turnover destroys productivity, team morale, customer experience and profitability. Installing an exit...
Do you find your workday constantly interrupted by your team dumping their workplace problems upwards? It’s not uncommon for leaders to fall into the trap of thinking it’s their job to...
Choosing the right head chef requires careful assessment of their attitudes, skills and knowledge. If you expect your head chef to manage a profitable kitchen, you need to look beyond...
Managing customer dietaries can be a challenge, especially with the ever-increasing range of dietary restrictions and preferences. Simplifying this process can improve customer experience and help to avoid mistakes that...