Hurricane Season

As the next hurricane season approaches (May 15 for the Eastern Pacific and June 1st. for the Atlantic, Caribbean and Gulf of Mexico), and having the experience of living 10 Hurricanes and 6 Tropical Storms within Hotels and Restaurants (approach alerts and direct hits), and after produced and executed several before, during and after manuals, I would like to share with you some of many bullet points on what to do and important considerations.



First the facts and considerations:

-Human losses are irreplaceable; safety comes as a priority 1.

-Hurricanes indeed are very dangerous, because of their winds, but most of all, the water they bring.

-Keeping your thoughts all together in the middle of a meteorological phenomenon is difficult, but by showing calm and organization, you will transmit this feeling to whoever puts their life in your hands.

-Mother Nature is unpredictable; weather can change without previous notice.



Some recommendations to handle the situation properly and professionally:

1.-Keep you Guests, future Guests and Employees informed at all times (Concierge and Executive Committee available 24 hours a day).

2.-Buy a Consequential Losses Insurance (this insurance guarantees the revenue and fixed expenses in books no matter what), also be sure to safe guard legal and insurance documentation.

3.-Keep an open line to communicate with airports, port captain and highway in case of evacuation.

4.-Make a very precise overall inventory (for insurance purposes).

5.-If your property is not equipped or prepared to deal with this situation or to become a shelter, ask the Authorities for advice.

6.-Monitor at all times internet, TV and radio for updates (I recommend that ONLY one person does this, as many opinions and sources only confuse).

7.-Act concise, by acting randomly, you will only get confusion and uncertainty.

8.-Build a custom made operations manual and distribute it through your Staff, as many people on the same track makes it easier.

9.-Keep a very detailed database of Guests and Employees, as this will allow you to locate them and family members.

10.-Make a graphic proof (pictures, video) of all areas of your property before and after, as this makes insurance paperwork a lot easier and prompter.

Cancer in Services

That’s right, nowadays people tend to fall into so many mistakes while performing service, but management is not there to correct those attitudes, perhaps this article may sound familiar, but it’s not a lost case.



Let me start this segment with some outrageous things I’ve seen and experienced in the last couple of days:



A taxi usually makes around one hour to get to the airport, the one I took made a record of 30 minutes, even though I implied a couple of times I was not in a hurry.



I probably saw 10 airport employees on their cell phones, instead of performing services for passengers.



At the airport counter, I saw a couple of ladies (employees) chewing a bazinga size gum with their mouths WIDE open and making terrible sounds (like a 4 year old child eating peanut butter and jelly), how disgusting is that? They didn’t even raised their eyes to look at the passengers they were taking their boarding passes. Don’t you really deserve to be treated with courtesy and decency?



The air attendants (especially the ladies) had long faces, seemed bored and looked like they were doing passengers a favor.



After my plane landed, it took a 45 minutes wait for my suitcase so I asked an airline clerk for my suitcase in a very polite but evidently serious, and took 15 minutes for the airline to realized that the baggage was taken through two lanes instead on the right one.



After a deadly line for customs, I managed to get out of the airport when a bunch of taxi drivers offered me a ride to my hotel (someone was picking me up), and the moment I told them that I had arranged my transportation, they were UPSET from my answer!!!!!



Even though all countries are suffering from one of the worst crisis ever and tourism has decreased that much, you would think that people would do their best for the client, I honestly got that wrong.



Why do employees give such a terrible service? Because there’s nobody who can teach them with a hands-on example, remember that excellent service makes a business profitable, so I believe that everybody can spend some time on the floor with the staff. Remember that a manager wouldn’t have a job if there were no problems to fix, but many times have to be involved in the solution by rolling up their sleeves and getting dirty.



I can recommend you some solutions to help terminate the bad service cancer that will eventually make you close doors:



--Make your management team to get their hands into business, restrain the use of computers and e-mail.

--Get assistance from a professional (if you have him / she on board, use their skills).

--Remember that not everyone was born to serve other people, choose wisely during interviews, and ask many questions on this regard.

--Plan in advance both theory and practice with your staff, make them aware that they all live from giving service, and if they grant an exceptional service, with time and dedication, they’ll live even better.

--Be incisive on the tipping subject, if they perform in a superb way, most likely they will get a juicy tip.

--Don’t let your staff to blackmail you (don’t be afraid on letting a bad employee go), be certain that someone else would need the job.

--Write down in your employees contracts some escape valves regarding bad service, chewing gum and cell phone use during shift, this will keep them constant and you’ll have something rock solid (legally speaking).

--Don’t discard comments from your guests, instead of making you weaker, makes you stronger because you know exactly where the problem is.

--Prosecute and terminate the bad attitude, smile and ask your staff to do the same, you attract more flies with honey than with vinegar.

Spontaneous Cuisine

Spontaneous means acting out in complete surprise, but can this be applied to restaurant cooking?

Many trends come and go in the restaurant industry, and I believe this type of cuisine can become a fashionable way of making serious income and profit (of course, if handled the right way).

Imagine a restaurant where you have no written menus as we all know it, perhaps a piece of paper on your table with the main ingredients with prices like the catch of the day, or some steaks or any specialty meat, or a live display so you can ask for a special cooking method, with your choice of sauce or seasoning, that can be frightening at the beginning as you normally know what to expect out of a restaurant and their food, but at the same time you feel yourself in total control of what you’re asking, and you know that everything is prepared a la minute with the very freshest ingredients at a fair and reasonable price. I always recommend an open kitchen, as this type of cooking is very dynamic and worth seeing it.

On the operational side is very exciting about handling this kind of cuisine, first your Chef, has to posses a wide imagination, as he will translate it to the waiting staff, as they are the ones that can recommend the right cooking method, the term, the garnishes and if applicable, the sauces, and most of all, timing on the preparation, and that is a monumental task, as they are very limited in time and need to be concise and precise.

There are some steps in order for you to have a successful day of operations and it all starts with purchasing the right ingredients:

--Start very early in the morning as the earliest you arrive to the fish market, the best and cheaper ingredients you’ll get, don’t be shy on checking for quality, touch, smell, taste, feel and observe. If it was swimming in the morning, you can’t miss on your choices.

--Browse through the fruits and vegetables (remember that in season, you can buy very cheap), pick only the best. Look for fresh herbs; this will add a very special touch to your cooking.

--You need to be a curious person at your local butcher, don’t be afraid on trying new ingredients; your Clients will most appreciate it. Ask for specialties, you will be amazed on how many sausages you can find.

--Hand made cheeses are much appreciated and many times expensive, choose wisely, don’t overwhelm basic flavors with an intense cheese.

--Be aware that magic is just an illusion, if you buy low quality ingredients, you can’t turn them into high quality dishes (not even with witchcraft), but you can completely ruin best quality ingredients with a bad preparation.

Now it’s time for your Chef to smoke a couple of New York City size cigars (smoking can produce cancer!!!) and come up with creative ideas on how to turn those ingredients into award-winning dishes, but keep it simple, as spontaneous cooking is not about long hours of preparation, it’s about bringing the true flavors on each ingredient with the proper cooking method while your Clients are waiting.

Pros on spontaneous cuisine

==You need less refrigeration space, as you won’t cook in advance for the next day and everything needs to be daily purchased.

It’s for sure a new, trendy, fashionable and even sexy experience for your Clients.

==You can save on menus printing.

==Your whole staff reacts promptly, as each dish is a whole new experience.

==Your operational costs can be lowered dramatically and can be transferred to your retail price.

==Once your Client has tasted and liked it, they will be back for a new experience (every day can become a memorable experience).

==You are using extremely fresh and seasonal ingredients in order to offer the best of the best to your Customers.

==Your whole staff gets very creative and can result in an empowered situation to problem solving.

==Very profitable (if managed with common sense and hard work).

==Easy to advertise and market.

==Gives you a head start on selling wines and you can get sponsorship from wineries.

==High end cuisine at affordable prices.

==Your Clientele won’t get bored of the same old dishes.

==If you do it right, your concept will not perish.



Cons

--Tough administrative process.

--Very dynamic on purchases, and you’ll need to back you up with proper cash flow.

--Very high expectations from your Clients, as they will continue attending your restaurant for exciting new methods and ingredients.

--You will need for a well trained and knowledgeable staff that can be more expensive.

--There are some moments where imagination can decrease (but if you use magazines, books, internet and suggestions, you will not suffer from this).



At the end, I totally recommend this new trend if you are expecting a fast return on your investment.



Feel free to send me an e-mail with any doubt chefcalderitas@hotmail.com

Touristic Kosher Market

Kosher is the term used to describe a very strict diet ruled by the Jewish religion (originated in the Bible, Leviticus 11 and Deuteronomy 17), and I bring this article to your attention, because the Kosher market is huge, both in number as in profitability, but for sure an under estimated profitable market. 5% of all hotels and restaurants around the globe do know how to serve and handle this particular Clientele, and the rest, well; they are leaving precious money on the table.


Through this article, I will explain the basic rules of Kashrut (http://en.wikipedia.org/wiki/Kashrut) and how you can make serious business with a well thought investment that will have a massive and prompt return. Remember that there are various levels of Kashrut, depending on education and principles, and the processes are slightly different.



Which ingredients are non-kosher?

Birds of prey, fish with neither fins nor scales, all flying and earth creeping things (insects, lizards and snakes), land animals that only chew the cud or have cloven hooves are considered unclean (only 4 animals considered in the texts, hare, hyrax (shrewmouse), camel and pig), blood, fat (some fatty parts of the approved animal, because that was offered by burning it at the altar), thigh meat (the Bible attributes this tradition to the dislocation of Jacob’s thigh during a wrestle with an angel of God), any produce from a non-approved animal is prohibited, mixing meat with dairy produce (forbids seething a young goat in its mother's milk), eggs that contain blood next to the yolk, gelatin from animals (as this is usually made with connective tissue and can contain tissue from an unapproved animal, however, gelatin from fish with fins and scales is permitted), shellfish (which have an exoskeleton), any fruit or vegetable that is harvested if the tree is not at least 3 years of age, any fruit or vegetable that is not thoroughly inspected for bugs or worms is forbidden, processed products that can contain unapproved ingredients (that’s why all processed ingredients or food has to be supervised by a literate person that oversees the machinery and process, adding a mark of rabbinical inspection), while in the slaughter, the Rabbi checks the lungs and heart to detect a specific disease (in the case of beef or goat) and the animal gets slaughtered with a special blade (sharp as you can imagine) and it is done with one fast and precise cut through the jugular (if the cut is not precise, the animal cannot be Kosher), when slaughtering chicken, the modern way is to stun the animal with an electric shock, however, this makes the chicken non-Kosher, so a straight cut is made to let it bleed to death and the plucking process is made without dipping in boiling water (as it starts a cooking process); after slaughtering, the animals then go to a heavy salting process (that allows to drain all remaining blood), then is washed to remove all salt excess and ready for packaging or maturing the meat.



There are also very strict rules about the equipment used to cook, preparing and serving Kosher food:

++Every single piece of equipment that touches the food has to be blessed and washed thoroughly.

++Different set of equipment is used to prepare meat and milk related food.

++A different set of chinaware and silverware is used for the same as above.

++A well studied person has to supervise the process of preparation (even turning on a flame), even though a non-Jewish cooks the dishes.

++Many hotels and restaurants have two separate kitchens for the same reason, and have to be opened and closed by an authorized person and sealed whenever not in use.



Many countries have a well sized Jewish community, and Kosher food and ingredients are very easy to locate, and if you serve to this specific market, you can make piles of money if you plan accordingly.



If you are interested in pitching to the Jewish Kosher market, I can assist you to achieve your goals, feel free to send me an e-mail.

Recipes for Success Part III

Now you have an award winning standard recipe book that you need to execute and send it out to Customers and make it profitable, but first you need to cost it and price it out. I’ve uploaded at my LinkedIn profile a standard recipe format for cost and pricing purposes, feel free to download it. http://mx.linkedin.com/in/jorgecalderon09



For a successful recipe costing, the format has to be created with the following elements:



--Name of the dish (the same as your operations recipe)

--Recipe number (has to match your recipe book)

--How many people does it serve (normally is for 1 person)

--Ingredient

--Quantity

--Unit

--Unitary cost, this is quite tricky, as ingredients are sold in many measurements, so you need to convert that measurement to the same that you’re using, in example, if I buy a package of beef that weights 1.6 kilos for $13 dollars, and in my recipe I’m using kilos, then 1 kilo of beef costs me $8.12 dollars, so to cost out .24 kilos of beef (the amount I use for that portion), my portion will cost $1.95 dollars. Some confusion may happen if you are using kilos and grams in the recipe, make it standard to kilos; otherwise your costs won’t be accurate.

--Total cost, just multiply the unitary cost times your measurement unit.

Grand total of cost

--Percentage (the one you are considering on your cost side, normally a 30% is used)

--Price point (if your cost represents 30%, what would your 100% be?)

--Taxes (if apply)

--Sale price

--Rounding (it doesn’t look appealing to see in a menu a price of $13.38, so you round it either lower or higher for menu presentation)





Now you have everything costed and priced, and the true action of producing standard dishes and here are some tips to achieve that:



++Print all pictures and post them through your kitchen as reference

++Ensure that all your kitchen and waiting staff are in the same channel

++Ingredients must have the same quality always, if not, you lost time and money

++Train the staff and teach them about empowerment, this will make them feel even more valuable professionals

++Sell, sell, sell!!!!!!, don’t leave money on the table.

Recipes for Success Part II

Now that you’ve created a standard recipe book, it’s time for you to test it out, for this specific task you need to create a budget, as this may be quite expensive but there are some considerations that you can use to lower this expense:

Involve vendors and suppliers, they also have a budget for sampling, and you’ll get part of what you need to perform the tests.

Do it right the first time, focus on what you are doing; otherwise you will be cooking the same recipe several times.

Follow your own instructions, if it doesn’t work that way, change it promptly and make sure you write down the new procedure, this will save you time and money.



==While testing, make sure to have your whole kitchen staff present, this helps as training, involvement and commitment.

==Plan in advance all ingredients that you will need, as emergency purchases denote lack of organization.

==Have everything in place, chopped, sliced, minced (mise en place) as 50% of the success of every recipe relies in this step.

==Measure every single ingredient, don’t leave it to imagination, and remember that this will result in a consistent cost for pricing.

==Have someone writing down any change that may happen.

If you can, record a video on each preparation, this is a powerful training tool for future hires.

==Take pictures of the prepared dish, a good picture shows every single part of the dish.

==Let your kitchen staff make recommendations, this kind of involvement can be crucial for your profitability.

==Have everyone try every dish (from owners to managers and line employees), this type of “thermometer” will set your feet on the ground, as waiting staff knows what is sellable and what is not, create commercial recipes, because your whole operation depends directly on being able to sell a dish. If you and your staff don’t approve a dish, you can either discard it or try it again.

==Take enough time to test your recipes, be aware that this consumes a lot of time and effort; don’t make the mistake of trying them out while you’re open for Customers.



Once you managed to produce standard and tasty commercial recipes, gather all notes and information and produce (print) one set of recipes for each and every one on your kitchen team, have them learn the recipes, this way you will have standard training and understanding.



After you have done all of the above, you need to transfer that knowledge to all waiting staff, create an “explainer” that contains:

++Name of the recipe

++How you cook or prepare it (keep it simple, as waiters are not cooks, but they know their stuff)

++Portion sizes (that way they can calculate how much a person can eat and make suggestions)

++Write down if the dish can be served differently (food allergies or restrictions)

++China on where you are plating the dish

++Garnishes or decoration

++If the dish is served hot, cold or warm

++Some considerations on the main ingredients (if the beef is Angus, where does it come from, how it is treated or butchered), these are gadgets for a waiter to close a sale and to break the ice

Recipes for Success Part I

This is probably the best tool for any restaurant, this term is not new, but commonly forgotten. Summarized, a standard recipe is created as a guideline for a dish to be cooked exactly the same way over and over, has no variations and helps you to keep your cost under precise and strict control. As this is an extensive subject, I’m writing it in 3 parts, the first one is creating, the second is testing and standardizing and the third is costing, hope you enjoy, and please, if you are a Vendor or Supplier, abstain for promoting services and products.

I’ve seen through the years many mistakes while creating, testing and executing standard recipes:

--The Chef spends quite some time on creating a master recipe book, and one week later you can find it in a dusty shelf.
--Creating recipes without a reliable scale.
--A cooking procedure is not written.
--No photo of the dish is taken.
--Not planning recipes with your whole kitchen staff present, this can lead to misinterpretation.
--Not testing a recipe.
--Having standard recipes, but not costing them properly.
--Not updating costs.
--Not knowing basic cooking terms (can confuse staff).

Starting with the right way to produce successful standard recipes, I’ll start with the part on creating them, consider always to have three parts, the recipe (actual setting of the dish), the sub-recipe (pre-prepared items, like sauces, salads, garnishes, and long term preparation processes) and the portions (the most expensive factor for a recipe):

A standard format for operations has to be created, containing the following data for the recipes section:
++Name of dish (the exact same name you are setting in your menu)
++Recipe number (this can help you creating an index)
++How many people does it serve (normally is for 1 person)
++Ingredient name (raw ingredients, sub-recipe name and portion name). Make sure to include EVERYTHING, even salt and pepper, because this will allow you to transmit the Chef’s “magic” to every dish.
++Quantity (the exact measure that you are using)
++Unit (use a standard measurement unit, such as kilo or pound, liter or quart and piece; but keep it consistent, if you start mixing up measurement units, you’ll end up lost in space and far, far away from a standard recipe)
Image, a plain but good quality picture will allow you to set up the plate consistently
++Type of plate you are using (this will guide you to use the same kind of chinaware every time)
++Name for commanding, this will allow waiters to write a shorter name for the dish and save some time
++Station name, this will let you know that the dish comes out from a specific equipment or area.
++Procedure of cooking and setting up of every dish (it has to be clear, concise, timed and easy to follow during service)
++Notes space (this will allow cooks to write down some tips, procedures or quality standards)
++A small note in the bottom saying that the recipe is property of XXX company, as well as confidential, and any abnormality would be reported to authorities. This is something I’ve used to protect copyrights.

I’ve uploaded a standard recipe format at my LinkedIn profile http://mx.linkedin.com/in/jorgecalderon09
, so feel free to download it.

Regarding the sub-recipes and portions section, it is the same as above; however, you take away the plating, the picture and the name for commanding, and changing the performance to a standard measurement unit as kilo, pound, liter, quart or piece.

Successful Private Events

Planning a meeting or private events for a Group (on the Hotel side) can indeed look as a very simple task, but it’s not, it is a whole new operation that can be even more profitable than the regular F&B operation, and many mistakes are usually made such as:

 Planning a couple of days prior to the meeting or event.
 Under estimating location capacity.
 Poor coordination and execution, resulting in chaos during the meeting.
 Mise en place not ready.
 Poor illumination during event (if the event is at night).
 Shortage of employees to service the event.
 Not having a pre-convention to detail and confirm every single aspect of the event.
 Not enough supervision during event.
 Not following up with the Group Leader after the event.
 Lack of satisfaction measurement, remember that what cannot be measured, cannot be improved.
 Not planning a coffee service during dessert, remember that this is the closure of a successful or a failed event, this is your grand finale, even it sounds very simple.


It’s not a lost case, there are many ways to perform exceptionally good before, during and after each meeting or event, and it’s all about coordination, planning, designing, execution and follow up.

I’ll share with you some considerations that can make a private event a success:

1) Create a very good and complete banquets kit, it is cost-wise to plan it with your existing basic chart of ingredients, otherwise you will end up buying specialty items that you won’t be able to “move” in the future.

2) Don’t leave anything out of a legal and formal contract, the Hotel needs to be protected at all times.

3) For you to make a recommendation to your Client, it is important for you to know the size of the Group, event dates, type of event, gender of attendees, average ages and special needs (vegetarians, any allergy, or any specific dietary restriction). That way you can address your Client to a much better event.

4) Recommend entertainment as background music, A/V rental, banners, menus printing, flower arrangements, center pieces, photographer etc. as this will add value and increase your sale.

5) Work on the Group budget, as normally they are limited with it, but that doesn’t mean that you will perform a mediocre event, as the Hotel’s reputation and image is in stake. Work your magic to squeeze every dollar to make it worthy.

6) Make sure to allocate every single expense in advance, otherwise you will en up with a lot of payables but not enough cash flow.

7) Coordinate and address every detail with the Group Leader, or you will face the awful truth of triangulating information causing a poor event and spending more resources.

8) Even though you send out the BEO’s (Banquet Event Order) or EO’s (Event Order) by e-mail, make sure that all Managers sign a hard copy of it, which will commit the Staff to perform accordingly.

9) Set up a pre-convention 2 or 3 days prior to event, make sure that your entire Management Team is present; this will make the Group Leader(s) more confident that their event is being handled by many professionals in the same frequency, and the overall outcome will be positive. There are a few themes to address during this meeting:
a. Read the whole BEO, don’t leave anything to imagination.
b. Make sure to recommend more services, as this will increase your profit.
c. Explain each step of the event to the Group Leader(s), let them know how many employees will be executing the event, details, schedule on each part.
d. Have set up a coffee break, this will automatically let know the Group Leader(s) that you are used to excellence and have every detail in control.
e. If there are some minor changes of the event, write them up and communicate them with your Staff, and make sure that your Client signs for those changes.
f. The Controller should ask if they will open up a master account for all incidentals.
g. Make sure that the Chief Engineer addresses lighting, because is one of the few tasks that takes too long to set up and you wouldn’t want Maintenance Employees walking through while the event is taking place.
h. Let your Client know that you will set an easel saying that the event is exclusive and private (this will take away uncomfortable situations with other Guests.

10) Feedback your Client with the overall set up process (physically), from the skeleton, food, beverages, linen, china, silverware, glassware, lights, A/V equipment, amenities, entrance and Guest traffic.

11) All events has to be completed 30 minutes previous to starting (everything in place), and make sure you show it to the Group Leader(s) for any last minute minimum changes.

12) Normally an event starts with a 45 minutes cocktail, so have your Waiters at the entrance with lots and various cocktails, this will help you decrease the work load on bartenders.

13) Be punctual on every step of the event, keeping an open channel with the Group Coordinator, and 45 minutes before ending, ask the Group Leader(s) if they wish to extend the event, but don’t forget to charge for it.

14) A private event is not exclusive of the F&B department; all departments are involved in a certain way, so supervision from all Managers is the key element for success.

15) ALWAYS expect the unexpected, there are so many variables that you need to be ready for action and capable of executing.

16) When the event ends, a “Swat Team” has to be ready for disassembling, storing, cleaning and leaving the location as if no event ever took place in a very short period of time.

17) Have a thorough check list printed, as a piece of paper is always better than the brightest mind, include every detail even the silly ones, and remember that an event has planning, ongoing execution and closure. Never assume that something is in process unless you confirm it.

18) Kindly ask your Client to write down their comments, as this will help you improve or keep up the good work for your next event.

19) Make a post-convention with the same attendees of the pre-convention, evaluate the met expectations, or not. Review bills, and close the chapter. This post-convention will give you valuable information for the future, goals, programs, operational manuals, costing, pricing and planning.


There are thousands more considerations to executing a positive private event, and every single event is unique and has to be handled that way,
¡¡ personalized!!

Developing Menus

I’m bringing to the table this crucial subject, how to succeed with your food menus???
There are thousands of restaurants, however, not many times the menus are developed with logic or driven to profitability, so I’ll start first with some myths:

*Hundreds of dishes in your menu do not please Clients, actually, they confuse them.

*What the Owner, GM or Partner eats, does not mean that all of your Clients will like it.

*The best way to know that your menu is a success (among other things), your success it’s directly proportioned with the leftovers in the trash, if your plates return clean, it tells you that you are on the right track, if it doesn’t, then you have a problem in your hands.

*The best Executive Chef is NOT the one that cooks the best dishes; it is the one that KNOWS how to make the kitchen Staff to cook those exact same dishes.

*If you don’t have a plan, things WILL go wrong.

*Defrosting meats below a water faucet diminishes almost 30% of the meat liquid, but remember that you paid for that water as if it was meat.

*The water does not boil faster if a cook is continuously looking at it; there are more important things to do around.


Now some of many tips for you to have a well planned and successful menu:

1.-Seasonal fruits and vegetables and fishes are cheaper, nicer and better, use them.

2.-Write the menu properly, there is a classic menu order, follow it accordingly, using correct cooking methods and terms.

3.-Print your menus in the best quality materials, as they are the face Clients look at.

4.-Do not overflow your menu with countless dishes, 6 of each course will do the trick.

5.-Use sustainability in your favor, local ingredients are cheaper, fresher and you are contributing to your destination.

6.-Do not use the same factor to price your items, use your common sense and use your competitors for it, you wouldn’t want to be out of market.

7.-Your menu has to be “culturally accepted”, don’t use very exotic ingredients (unless your concept reflects that or your Clientele recognizes), otherwise you will end up with unhappy Clients and lots of money into the garbage.

8.-Use the philosophy of “Honest Food” (it’s a satisfaction for Clients when they got a good deal for a good meal).

9.-GET BACK TO BASICS, your target market has changed, you need to change as well or you will be out of business quickly, go through your business again and again, and look for the basics of Clients satisfaction, financial achievement and Staff motivation, the rest is “a piece of cake”.

Get Back to Basics

Seems as an impossible task, while our business has developed a very complex structure, has become bigger, hungrier, trendier, but is it making enough money like this, or you need to simplify your structure, make it friendlier, and most sure, make more money? That’s what getting back to basics is, simplifying your entire operation, making it costs and expenses effective, concise, congruent, consistent, going back to where the magic began. If making money is your thing, I invite you to read some recommendations on how to simplify your entire operation, making it more profitable.


--Make a good and solid plan, don’t start without it, as you will end up with two problems now, what did you do? And how am I going to restore the damage?. Always start your planning with the task that is more time consuming, that way you will end up with long term solutions.

--Read, analyze, study and comprehend your business first reports when life was easier and making money was like a day at the beach, as you will come up with old but cutting edge solutions.

--If you cannot see it, report it, understand it, measure it, imagine it, savor it and really feel it, YOU CAN’T IMPROVE IT.

--Take your time, as this transformation does not come from one day to another, be patient, as you will for sure make some mistakes, but be confident that the outcome will be positive eventually.

--Know your business, talk to Employees, Customers and Vendors on how they visualize your place, walk around and see things for yourself, and make sure to write things down as there’s no such thing a gifted memory instead of a common piece of paper.

--Make your whole Staff aware what are you looking for and how do you want to achieve it, you CANNOT do it for yourself, you need your Team to back you up, the more people you involve, the easier you will achieve goals.

--Problems and difficulties are no more than areas of opportunity, focus your effort on what is worth, don’t waste your time and money where there are no troubles.

--Show off what you’ve accomplished, this brings positive feeling for those around you, don’t keep it to yourself and your reflection in the mirror.

Each business has areas of opportunity; it’s just a matter of finding them and act accordingly to its basis to solve it faster and better.

Angry Guests

Handling angry Guests is one of the hardest things to manage in hospitality, and you have to consider that Clients are trying to spend less and their expectations are higher while travelling, even more in these difficult times, and of course there are some tactical strategies for turning an angry Guest into a loyal Customer, the first consideration you have to think is Damage Control, don’t let an angry person to walk away, as this will unleash unpleasant consequences as bad reviews on Trip Advisor or other GDS web pages, terrible word to mouth, and you will loose valuable resources (take in consideration that usually the Guest only needs to be heard).
Here are some recommendations on how to handle those situations and turn them into a positive experience:

1) When the Guest experiences a symptom of dissatisfaction for a badly performed service:
a. DON’T INTERRUPT
b. Manifest a calmed and comprehensive attitude
c. Take notes
d. Try not to justify the Hotel for those services

2) After listening, you should offer an apology and let the Client know that the problem WILL be referred to the proper department for solution and for sure Guest satisfaction is the #1 goal.

3) If it is about a failure or a service not provided, you will not rest until the problem is 100% fixed and you can reassure with the Guest that they are totally satisfied with the solution.

4) Be aware that following up with the solution accordingly is THE key element, as time goes on, Guest will feel much more unsatisfied.

5) If the person dealing with the complaint has no authority to solve, a Manager has to be reached for authorization, but make it prompt and concise, YOU CANNOT LET ANGRY GUESTS LEAVE THE PROPERTY without the proper solution.

6) Be punctual with the requests to other departments, and get feedback on the process.

7) In the case that you have to compensate with extra services, gift certificates, cash back or other, make sure to protect the Hotel from a future law suit, kindly ask your Guest to sign a liability form, as you don’t want to have any future impact.

8) take the guest AWAY from busy service areas - dealing with the issue in an office or quieter environment provides the guest with assurance you are taking them seriously, focuses your attention on them, and them alone, and also ensures that other guests do not overhear the complaint, perpetuating the situation from 1 complaint to 5 (added by Matt Shiells-Jones)

One useful tool that you can have is a well thought and written Accommodation Contract, make sure to include all do’s and dont’s, and have it reviewed by a Lawyer to be congruent with current laws.

The Client is ALWAYS right, but this rule has exemptions:
When the Customer is abusing
When other Guests get annoyed with the solution


It’s all about the Client, because this valued asset will lead you to profitability…

Being a True Coach

Through the years, I’ve found Coaching as the base for my success and I would like to share some considerations with you, at the end, it’s all about highly motivated teams to achieve quality, service, Clients and financial goals.

Let’s start this fun posting with some myths about Leadership:
--Leaders are charismatic.
--Leaders only exist on high management.
--Leaders control and manipulate.
--Leaders are passive.

Coaching philosophy:
++If you don’t know, I’ll teach you.
++If you can’t, I’ll help you.
++If you don’t want to, I’ll motivate you.

Now some tools and ideas to consider to really coaching people properly:
1.-Getting mad is easy, but getting mad with the right person, at the right moment, with the right intensity… That is not easy.
2.-Effective coaches let people know that they are somebody, not some body.
3.-Coaching is turning dependent into independent people.
4.-Coaching is the art of working with the rest in order for them to achieve outstanding results and improve their performance.
5.-The coach must motivate, be an effective communicator, teacher, Team promoter and self confident.
6.-A true leader doesn’t do what people can do for themselves.
7.-When you see something, say it, as good and recognized work, repeats itself.
8.-The right question always shows respect for the person. Helps people to discover their own answers. Helps clarify the direction, purpose, expectations and goals. Help people to understand their roll in problem solving. Focus people on future attention, and not past problems.
9.-Feedback is a great opportunity to make people know the impact on their attitudes and behavior.
10.-A good coach listens carefully, makes questions and listens to answers, searches for others opinions and ideas, encourages the expression of different point of views, and looks the ways on helping the Team to fulfill objectives.

And remember, Teams behavior is the true quality reflection of the person directing it.
There are no bad employees, but bad leaders!!!

Getting Cheaper on Expenses

Modern hospitality has to use various ways to reduce expenses without affecting the Client, and I believe that the following will "light up the spark again" guaranteed:

1.-Plan ahead, you cant drive a business like a headless chicken, you need to focus on "getting back to basics" to project the future, but beware, you can't do this on your own, there's a team involved and it's one of the most precious resources you have, you have always tree major elements that need attention:
+Client satisfaction (comments and mouth to mouth advertisement campaign).
+Owners satisfaction (financials).
+Staff satisfaction (if you have a well motivated team, service will surface on its own).

2.-Walk troughs, if you don't know what is going on on your floors, you won't be able to transform and to cut down expenses (this comment goes mostly to Controllers and GM's).

3.-Get your executives to work the floor (it may sound strong), but if the executive team works as one, great things can happen, it's a task, would the Customer be waiting for a Sales Director or the Chief Engineer or even the GM to greet them while checking in and WALK THEM to their room??? that will be for sure a pleasant surprise for the Client, it will give them a sense of team effort, concern and warm hospitality (this gets translated into mouth to mouth marketing allowing you to reduce marketing expenses).

4.-Use a sustainable way of thinking, it's cheaper to get local ingredients, materials and resources. Just think about it, Guests are looking for local experiences, why don't deliver it to them?

5.-Cross training, why does a Maid or a Waiter have to concern on other departments activities? Because every action a department performs will for sure affect other departments operation and expenses (remember that a Restaurant or Hotel is like a big family and everything you do comes around).

6.-Use your vendors, be on top of them for the best quality at the best price, negotiate, build a relationship with them, as businesses are made among people and not companies (companies are the pure result of it).

7.-Enhance seasonality, you will buy better quality at the best all year round costs, be present at local events, boards and associations, you will demonstrate that your hotel or restaurant is present and open for new deals (this reduces travelling expenses).

8.-Turn around your inventory, I can guarantee that your warehouse is full with "long time no see" elements that will allow you to reduce cost, effectiveness, plus you will have more space for the important materials that will add value to your Client.

9.-Energy is one of the most common sadly misunderstood expense, don't look at the meter, look over from where is leaking (burning stoves all day long, water faucet open for defrosting beef (it should have been taken out from the freezer yesterday but somebody forgot it), aim the sprinklers directly to the plants, not the pathways, turn computers and printers off while not in use, don't turn all light when waiters are setting their tables, turn them on for your Clients (those are the ones that pay for it), don't wash your pots and pans with extra super water pressure (I'm sure that with a nice scrub and the correct detergent will do the magic), use the nature elements, open up the windows if a nice breeze is blowing, if it rains, you can take advantage of it to clean halls and some floors and can refresh the landscape without further effort.

10.-Get everybody involved, by having your staff with their feet on the ground, you will be getting ideas from where you thought you couldn't get any.

RevPar, the Missunderstood Statistic

RevPar (Revenue Per Available Room) has become one of the most important data in Hospitality in the last couple of years, but why? –As hotel occupancy levels drop, revenue decreases, costs get harder to maintain on a healthy level, and therefore, cuts must be done in order to keep the business up float, and it all becomes a vicious circle that at the end, it always affects Customers. This single number (RevPar) can give you a full understanding on your property values so here are some tips I’ve practiced to maintain and increase RevPar (remember that outlets, shops, tours and any money that the hotel makes affects the RevPar):

1.-Involve as many employees as you can (MOTIVATION), as the Management Team cannot be all the time at all places talking to Clients, line employees (Maids, Clerks, Cooks, Waiters, Maintenance, Security) can and must recommend internal services for an extra charge (it can be fun to develop an incentive and awareness program).

2.-Analyze what your Customers needs are and fulfill them ALL, manage how to maintain Guests “captive” at your property, otherwise, they will end up spending precious money outside.

3.-Steps for analyzing the Rooms revenue (this will eventually leads you to RevPar maximizing);
Income Management
Channels Management
Inventory Control
GDS Distribution
Web Page repositioning (internet marketing)
Prices optimization
Historical and New Reserves

4.-Create a well-thought rate structure; investigate your competitors, the destination and your own services (of all hotel services, not just rooms).

5.-ALWAYS maintain excellent service levels (remember that an exceptional service does not always has a cost). This particular point makes sense when you are taking back loyal Clients (less marketing costs and word to mouth advertisement, FREEEEE)

6.-Charge on what you don’t have to give away (ie. A bad service at restaurant will cause Guest inconveniences, and you will end up giving away a gift certificate or a free dinner, “time consuming, cost ineffective”.

7.-Get your Management Team to work as a team, they are the minds behind all operations, good ideas can return as great ideas and revenue generation.

All Inclusive Cost Control Nightmare Part II

It is certain that part #1 was highly controversial, but at the end I’m just exposing nothing but the truth, so here I go with the second part for those who are into making money for their companies:

---Everybody loves a good show, so why not making a show cooking, this will get the Client closer to the Cook, as well as you practically don’t have any diminishes left, make sure that the cooks brings out the most freshest catch of the day (which is better and cheaper), believe me, you will raise up value and end up with some savings. Following this line, you can cook the most beautiful and tastier Spanish Paella right in front of your Customers, remember that rice is so much cheaper than seafood, and if you make it the professional way, this can turn into a once in a lifetime experience for the Clients.

---Call up sponsors for a sports event, they will be bringing free product, free gimmicks and make sure they bring a bus full with beautiful models (just a couple hundred), it’s a 3 ways win-win, your Clients get the most of it, your costs get much more relieved and your Supplier gets more market presence.

---Usually Americans are pretty punctual (bravo for that), so for a private event, make sure your Bartender prepares a good amount of exotic cocktails served right at the entrance, this will help in a flowing Guests traffic, less initial pressure for your Bartender, happier Clientele (as they get served in no time), and a lower production cost, so everybody’s happy.

---People commonly have a huge fear on widen up your buffets variety, they believe that people eat even more, that is totally incorrect, everybody has a limit, and no matter what, you will end up reaching that limit, so offer a wider variety and prepare less, I’m sure your Client will most appreciate it (but please, don’t be allergic to write the name of every dish, this is Customer caring).

---House wine is always a taboo, if you buy the cheapest, people don’t like it, but if you buy a “better one”, your cost will skyrocket out of this planet. Look over for small or very new wineries, they usually produce an extremely good quality wine at a much lower cost, take advantage on it, as you will end up serving a good quality wine without spending more (and you will assist the winery to grow).

---One of the best kept secrets in the All Inclusive industry to keep up with costs is handling an immaculate purchasing and warehousing control, this is achieved by very clear and strict procedures that normally are self sustained (if one of the pieces is slowing down, the whole other pieces makes it go faster again), so no matter if your Chef is a Celebrity Superstar, without control, you will probably be loosing a huge amount of money. In order to gain control on your costs, you MUST involve the Controller, Auditor, Cost Controller, Head Chef, F&B Director, Purchasing, Warehouse and General Management. Always remember that if you cannot measure it, you certainly can’t improve it.

Turn your Nightmare into the most Beautiful Dream ever!!!