WHY YOUR STAFF SHOULD NOT BE ALLOWED TO MAKE DECISIONS

I’ve beat this drum many times before and it’s one that I will continue to beat for as long as I am the victim of what I call a “consistent inconsistency”: In other words, the continuing lack of a standard when it comes to drink preparation, menu presentation and service.

To cut to the chase, a bar needs to be consistent. Every business needs to be consistent. It’s what builds loyalty, recommendations and ultimately revenue.

There is a simple reason that 31,000 McDonald’s Restaurants serve 47 million people a day: Consistency. The knowledge that you will get the same meal every time you order it. No deviations, no changes in flavor. Just the meal that you ordered. And after all, that’s what you wanted in the first place, right?

So why is it that bar owners do not establish a system when it comes to drink service? How can the same cocktail made by two different bartenders vary not only in in taste, but in ingredients?

This was the predicament I found myself in yesterday, when I returned to the bar that makes me my favourite cocktail and they make it well. That is, it seems, until the regular bartender is off duty it seems and my cocktail now tastes different, looks different and prompts me to make a mental note to only take my seat once I know the regular bartender is working.

Could you afford to only have business when a certain bartender is on duty? Could you survive if that bartender went to work elsewhere? Sound drastic? It is, but it’s a real issue.

The answer? Establish a simple operating procedure and standard for every drink, menu item and service procedure in your business. Your customers will thank you for the consistency, you will be able to measure your staff against your standards and you will see a reflection in your bottom line. This is one area where YOU make the decisions.

Maintaining Beverage Stock Levels: Training Manual
Ensure that you have the stock required to meet customer's needs in order to ensure their satisfaction. more>> 


Servicing Toilets and Washrooms: Training Manual
Ensure your staff know all procedures associated with cleaning toilets and washrooms. more>> 


Providing a Laundry Service: Training Manual
Provide an excellent laundry service for guests, remove stains and know the correct detergents to use for each piece of clothing. more>>

Storing Beverage Stock: Training Manual
Esnure your staff are fully aware of all procedures associated with cellar control, rotation, storage, and security. more>>

Cash Handling Procedures: Training Manual
It is essential that you follow all the correct procedures regarding cash handling, especially when there is a large movement of cash. more>>

Telephone Techniques: Training Manual
It is important to deal with all calls, incoming and outgoing, in a polite and swift manner, always maintaining the highest standards. more>> 

Meeting and Greeting Guests: Training Manual
Ensure your staff can assist all types of customers and be well versed in customer service techniques to ensure they have a pleasant stay. more>>

Guest Arrivals and Departures: Training Manual
Assisting guests at their arrival to your establishment is an important part of their stay. Ensure your staff provide a great first impression for guests. more>>

 
Front Office:Training Manual

Download this exclusive manual and ensure your staff are fully proficient in control and functions associated with managing the Front Office..more>>

 

Sandwich Preparation:Training Manual

10 Low Cost Ways to attract more customers to your bar. Today
One thing is for certain: The game has changed and it's time to start thinking differently about how to grow your business. After all, doing the same thing over and over again without signs of growth is not going to keep you in business very long. These 10 Low Cost Ideas will help you get the ball rolling. more>>

Download our Newsletter Template 

and start communicating with your customers. Stand out from your competitors by thinking outside the box. Preview>>

  

Where Has Service Gone?  

No amount of slick advertising, image campaigns or PR will make-up for an average product or for people who don’t care about what they do. Where has customer service gone? Michael Chaffin looks at this issue. 

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How to Write a Marketing Plan

The marketing plan should be the blueprint for all the activities of the company for the year ahead. By concentrating on the most productive areas you will also achieve an increase in profits!

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