Is Your Restaurant  "Ready to Cook" in 2015? A Special Invitation from Hospitality Scorecard Solutions... Dear Food Service Operator: You are cordially invited to attend this special luncheon presentation on Compliance and Regulation with my colleagues Mr.Glen Wright and Mr. Austin Publicover in partnership with the Greenwich Village Chelsea Chamber of Commerce and Restivo Restaurant.   . https://www.eventbrite.com/e/compliance-and-regulation-tickets-16562434688 C.. To your continued success    Peter    Office # 347-240-1939,  Cell# 917-504-4377 pdcaldon@gmail.com

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Is Your Restaurant "Ready to Cook"

Is Your Restaurant "Ready to Cook" ? Hospitality Scorecard Solutions A Special Invitation Dear Food Service Operator, It's time to shake off the winter blues  and put on your spring hats to make an assessment of your operation to make it better for your customers, employees.and your bank account We at HSS Consulting would like to continue our open house schedule  on Tuesday 9th June,2015.in Brooklyn,with the Topic Connecting Business Growth to Customer Experience.  It open to Operators and their Key employee at no charge. Seat are limited so we can get all your questions answered and you can learn new ways to measure your business success. Call me at #347-240-1939 or visit www.hssconsulting  to register Look forward to meeting you. . Mr. Caldon is a Certified Food Executive. He is a graduate of University of Nevada at Las Vegas and completed thirty two hours of graduate studies in Hospitality Administration at Oklahoma State University in Stillwaters pending completion of Thesis To your continued success    Peter    Office # 347-240-1939,  Cell# 917-504-4377 pdcaldon@gmail.com

The Next Course-May

The Next Course Newsletter News you can use.  Customer Service Technology Operation Strategies  May,2015 The Main Ingredient You never know where and when you will have an experience that can be related to what you do and give some clarity from another perspective on Customer Service.  Recently my wife and I travelled to San Francisco.  As the plane pushed off from the gate to get in line for takeoff my wife kept looking out the window at the long line of planes in queue waiting.   I said to her I will find a reason to write about this situation in my newsletter.  As we continue to inch our way to the front of the line my wife kept her face to the window admiring the beauty of these tubes with wings and wheels accelerating into thin air.  Then the pilot announces we were third in line and cleared for takeoff and we will be in the air in three minutes.  I checked my watch and in three minutes the engines roared and we were on our way.  Once in the air the pilot gave the usual safety and information pitch, length of flight, flying altitude, arrival time and weather conditions in San Francisco sit back relax and enjoy the flight. In the course of the flight the pilot announce to fasten our seat belts as he expected to hit some turbulence and during the course of the flight the attendant on a few occasions said the pilot has turned on fasten your seatbelts signs.  And, in one instance the pilot announce " flight attendants please be seated".  Each time the turbulence was minuscule.  The next announcement was the decent to San Francisco airport and the usual, time to the gate, seats upright, turn off all devices and for attendants to prepare the cabin for landing. I observed the attendant disposition in collecting any newspapers and other disposables compared to the earlier one who made the rounds after the Food and Beverage cart completed service.  In the latter instance smiling, clarity and tone of voice and repeatedly saying his purpose to collect disposables, garbage and trash intermixing the choice of words and waiting for passengers reaction before moving on to the next row. In the former not saying a word letting the stack of accumulated cups and cans with a plastic bag in hand do the talking and moving on quickly before you can react and have to settle for the second time around. What does good customer service look like?  Inform, inform, inform.  When it is done ahead of time so you do not have to ask is even better so you know what is expected.  Set your standards for service as the air traffic controller did in clearing planes for takeoff so the pilot can announce with confidence we will be in the air in three minutes. Recognize your customers waiting in line even when they are not "next in line "and let them know how soon they will be served. Do the most menial task with a smile and intent of purpose. The Chef Table This one will be short. Technology has allowed us access to so much information we can, should or not collect and yet it is not passed on to the right person, at the right time to make better decision. It like asking for the keys to the palace where all the treasures are stored. If so, then assign them a security guard so they only take what is needed for their responsibility and authority,  You have to make it easy for your customers to do business with you and the employees ability to inform and perform service request without always referring to managers for answers, That what technology supports to make your service seems just in time and seamless . On the Side. Having the right person in the right place at the right time to provide just in time service steps that may appear seamless is the ultimate test of running a smooth flowing service operation that covers the footprint of your customer experience.  Building your team to perform seamlessly is the role of the manager to develop skills to move the organization thru its life cycle from birth to renewal or death. In each phase requires a   different style and skill set for the opportunities and threats.  No one manager posses all those skills and as a result his or her useful shelf life will expire as the organization life cycle changes from one level to the next.  Food Service Operation is a very complex with thousands of details to bring to order in easy to follow steps of processes and procedures that will form the foundation and support columns for future growth and development. The leadership required at this stage to direct the development of operation manuals and control systems and standards as well as employee education, training and development calls for a passion for getting uniformity, consistency and competence across every individual task to make the customer experience appear just in time.  In the development of these systems for control and processes should not be just instructional on how and when to do an individual task but why it's done and the consequences for the absence of the action not in a punishable way, but to inspire the action to be done consistently, uniformity every time.  To say it differently, doing it right the first time all the time. That's a mouthful to chew on,  I will let it digest. Taking a page from professional sports teams in basketball to build a championship team requires a balance of seasoned veterans to bring maturity, experience and knowledge in fourth quarter close games situation and young up and coming talent and a great coach.  In interviews with players on championship teams to win, they said it, is a process you have to trust the process and your teammates. You build offensive and defensive sets with individual step and processes for players to follow base on their skill set to be successful.  Using the wrong players can lead to loss of ball possession and game. Managers should choose their employees carefully and develop a deep bench of teammates to fill in were needed to keep the service experience just in time for customers with the right person at the right place at the right time. Particularly in fourth quarter situations when it is  near closing time and a customer walks in and you exhale. Thinking you will be late for your date, It's when you need the veteran attitude not to rush the service because every customer experience count just as the first. Just Desserts            Please feel free to pass this email along to friends and colleagues who could benefit from this information. They'll appreciate it and so will I!    The Next Course" is the news letter of Hospitality Scorecard Solution Inc. All rights reserved. Reproduction in whole or in part without the written consent is prohibited.   Hospitality Scorecard Solutions is a Global Food Service Consulting Company that offers proven solution in Operation Management and Design Operating Procedures to fit Independent owned full service restaurant style of service, menu, location and market segment. Peter is a Certified Food Executive .    To your continued success. Peter HSS Inc   Office # 347-240-1939 Cell# 917-504-4377 .

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