In today’s market lodging and restaurants faces the “perfect storm” of economic factors, which they have been unable to overcome and learn to navigate through. It seems some are finding remarkable success with the intersection of the three circles, great product, outstanding service, and exceptional experience all part of the elusive Holy Grail.
Sutter & Pine Hospitality has an inclusive array of talents in the lifeboat to survive such a storm that will cover all your F & B cost containment and Divisional Manuals, Job Descriptions and Training. We also provide Operational expertise with all components on the Rooms Division side as well. Outside of the sphere of operations we look at properties from all angles with this in mind.
We are currently reviewing putting out a program in which you can after a discussion with us, deciding what your needs are, can install systems and teach the applications, and leave the disc.
Thursday, April 28, 2011
Wednesday, April 13, 2011
Patching a Roof is Like Restaurant Operations..
Where I live it is a usual occurrence to paint your roof to ensure that that it reflects the sun’s heat and the monsoon and helps with keeping your home cool and your utilities.
Hotels usually try to things that reflect the property and make sure it works properly and efficiently. There is a home that is near my home
I did interview there a couple of years ago after leaving the Hilton,
I interviewed with the GM who was very pompous, , and at the time his AGM was the Chief Engineer. I found that odd but I’ll get back to that later. They were having problems with their new concept.
When you re-do your roof there is prep work which is like prep work you do in a restaurant. You have to trim and bushes that are along the roofline then you wet the roof and apply a compound called TSP, a chemical that helps clean the roof and helps the new paint cling better. You scrub the roof and rinse. After it dries you can patch the areas that need it by applying roof adhesive, laying a mesh patch and applying more adhesive.
The GM gave me 5 things he felt were problems, and asked me my opinion. I answered them. They asked me to bring my wife over for drinks and observe the operation and write a report. I did this without
reimbursement, regardless the hotel went through a very public expose on a poor health department inspection. It appears that the hotel is still trying to finds it’s way.
Sometimes when people do their roofs they don’t repair the roof with a patch they take shortcuts and just paint over the problems and this leads to other problems with the roof down the road. If done correctly a roof painting can last over 3 years.
You have to wonder if the AGM was a Food & Beverage Director since the hotel is now searching again for a combination position of Executive Chef/Beverage Manager charged with the Restaurant operation.
I recall the GM telling me that the hotel had issues with keeping the 3 rings of the circus going, like a juggling act they had to comply with the flag, they had to do as the owners asked, and stay inline with the management company.
If hotels don’t take care of the main issues and training then there could be problems that persist like a leaky roof. It is better to fix it right the first time rather than have to do it twice.
Do you need help Saving $$, Making $$...Do you need a Food & Beverage Professional. Contact Me.
Hotels usually try to things that reflect the property and make sure it works properly and efficiently. There is a home that is near my home
I did interview there a couple of years ago after leaving the Hilton,
I interviewed with the GM who was very pompous, , and at the time his AGM was the Chief Engineer. I found that odd but I’ll get back to that later. They were having problems with their new concept.
When you re-do your roof there is prep work which is like prep work you do in a restaurant. You have to trim and bushes that are along the roofline then you wet the roof and apply a compound called TSP, a chemical that helps clean the roof and helps the new paint cling better. You scrub the roof and rinse. After it dries you can patch the areas that need it by applying roof adhesive, laying a mesh patch and applying more adhesive.
The GM gave me 5 things he felt were problems, and asked me my opinion. I answered them. They asked me to bring my wife over for drinks and observe the operation and write a report. I did this without
reimbursement, regardless the hotel went through a very public expose on a poor health department inspection. It appears that the hotel is still trying to finds it’s way.
Sometimes when people do their roofs they don’t repair the roof with a patch they take shortcuts and just paint over the problems and this leads to other problems with the roof down the road. If done correctly a roof painting can last over 3 years.
You have to wonder if the AGM was a Food & Beverage Director since the hotel is now searching again for a combination position of Executive Chef/Beverage Manager charged with the Restaurant operation.
I recall the GM telling me that the hotel had issues with keeping the 3 rings of the circus going, like a juggling act they had to comply with the flag, they had to do as the owners asked, and stay inline with the management company.
If hotels don’t take care of the main issues and training then there could be problems that persist like a leaky roof. It is better to fix it right the first time rather than have to do it twice.
Do you need help Saving $$, Making $$...Do you need a Food & Beverage Professional. Contact Me.
Saturday, April 9, 2011
It’s Not the Service It’s the Customer…
Or is it ?………There are some points to be made. I believe that it’s the perception, but it goes past how we dress.(see USA Today) I have said before that we live and work in a judgmental society. In my hotel career we are made to resemble bankers. I understand that because we don’t want to scare the guest.
It’s how the guest is perceived. It also goes with how they interact.
From the stogy ones who can’t understand how the hotel can accept rock bands. But can we differentiate a young millionaire from an old one?
I think that guests or customers need/should, as Mom would say, “Mind your manners”. If you recall being told if you were in a friends house if you answered the phone “Smith residence, May I ask who’s calling?”
I have heard recently from a CSR, where due to the economic conditions which still grip businesses and use strategic moves to try and keep the bases covered. Sometimes within an assigned area a person will work two areas.
When a phone rings they might not get to it immediately.
· One customer answers a phone next to a do it yourself help computer for goods located within the store. The customer answers; “Hello, No I don’t work here, I can’t help you. Goodbye”.
· Another time different area, a customer answers the phone in a similar set up, “Hello, No I am a customer, I was walking by and answered the phone because it was ringing” Goodbye.”
· A major retailer has a location in a large mall with a separate entrance and the back entrance into the mall that doesn’t open until 10 and with the stated conditions the mall registers are posted with a sign that states they don’t open until 10am. A customer used the overhead paging system “Customer service to the front for a customer check out” not only once but also twice. The staff was already in the front. A supervisor went back there and dealt with the customer.
How many times have we been in a restaurant and the hostess is away from the stand and the phone rings, and rings and rings. Do we get up and answer it..I hope not, as much as we are trained to do so.
As for the dress codes, do what you feel but dress appropriately. Use common sense. And give each other the respect they deserve. As it was said, “Don’t judge a book by it’s cover.”
It’s how the guest is perceived. It also goes with how they interact.
From the stogy ones who can’t understand how the hotel can accept rock bands. But can we differentiate a young millionaire from an old one?
I think that guests or customers need/should, as Mom would say, “Mind your manners”. If you recall being told if you were in a friends house if you answered the phone “Smith residence, May I ask who’s calling?”
I have heard recently from a CSR, where due to the economic conditions which still grip businesses and use strategic moves to try and keep the bases covered. Sometimes within an assigned area a person will work two areas.
When a phone rings they might not get to it immediately.
· One customer answers a phone next to a do it yourself help computer for goods located within the store. The customer answers; “Hello, No I don’t work here, I can’t help you. Goodbye”.
· Another time different area, a customer answers the phone in a similar set up, “Hello, No I am a customer, I was walking by and answered the phone because it was ringing” Goodbye.”
· A major retailer has a location in a large mall with a separate entrance and the back entrance into the mall that doesn’t open until 10 and with the stated conditions the mall registers are posted with a sign that states they don’t open until 10am. A customer used the overhead paging system “Customer service to the front for a customer check out” not only once but also twice. The staff was already in the front. A supervisor went back there and dealt with the customer.
How many times have we been in a restaurant and the hostess is away from the stand and the phone rings, and rings and rings. Do we get up and answer it..I hope not, as much as we are trained to do so.
As for the dress codes, do what you feel but dress appropriately. Use common sense. And give each other the respect they deserve. As it was said, “Don’t judge a book by it’s cover.”
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