People making a difference in hospitality conference plymouth univserity
29
"People Making a Difference in Hospitality" TONY POTTER PRESIDENT – BRAVEAGLE [email protected] @braveaglesocial
-
date post
14-Sep-2014 -
Category
Documents
-
view
469 -
download
0
description
Transcript of People making a difference in hospitality conference plymouth univserity
"People Making a Difference in Hospitality"
TONY POTTER PRESIDENT – BRAVEAGLE
@braveaglesocial
@braveaglesocial
• Poor staff facilities
• Criticism of the industry
• Low rates of pay issues
• Unhappy personnel
• Disinterest in service
• Un kept appearances
• High labour turnover
• Industry leak of staff
• Weak industry reputations
@braveaglesocial
• Treat people like Adults
• Tell the truth & be honest
• Practice respect, integrity & courage
• Get the physical environment right
• Provide them with the tools
• Communicate, Communicate, Communicate
• Acknowledge & reward
@braveaglesocial
The Goal
To transform skills in areas of • Management • Leadership • Customer Service • Technical Skills
@braveaglesocial
Can you answer YES to any of these Questions???
• Do you serve food from the left? • Can you use a duck press • Do you object to wine being characterised as having a
redcurrant nose • Do you think silver service is cool • Do you think white linen is a sign of good service
@braveaglesocial
• Be proud to serve • Think Like a Customer • Management, Leadership &
Technical skills • Logic will get you from A – Z
@braveaglesocial
“Logic will get you from A to Z; imagination will get you everywhere.…”
IMAGINE
@braveaglesocial
The 8 Essentials
1. Service Culture / Change management 2.Vision & Planning 3.Positioning 4.V.A.P. 5.Alliances / relationships 6.Communication 7. Process 8.Performance
@braveaglesocial
Skills &Levels • Negotiation
• Communication
• Presentation skills
• Managing change
• Networking
• Relationships
• Commercial Appreciation
• Leadership
• Operational sales
• Developing culture
• Team work
• Emotional intelligence
• Interpersonal skills
• Core sales skills
@braveaglesocial
• Take care of the customer • Recruit the best talent • Develop. Train & sustain • Communicate the vision • Manage performance • Manage change to stay on top
@braveaglesocial
“ We can not change where we have been … We can only change where we are going …”
