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,...
This excerpt from James Lavenson's Think Strawberries: Everybody Sells speech, is essential reading for anyone on a mission to foster a healthy service-oriented sales culture in their hospitality business. Lavenson...
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...
Imagine how much stress could be avoided at work, if everyone around you did what you want, to the agreed standard, within the agreed time frame without fuss, confusion, resentment...
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...
If you’re happy with the way your business is running now, what would happen if you or a senior employee was suddenly unavailable for an extended period? Ignoring the importance...
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...
In the competitive world of events and functions, referrals from past clients can be a goldmine for securing new business. As a sales trainer specialising in the functions and events...
Have you experienced disappointing service standards at restaurants, bars and cafes lately? Unfortunately, you’re not alone. The extreme shortage of skilled staff is prompting a fair bit of ‘warm body...
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,...