ELECTRONIC HOUSE CALL - February 9, 2001

Greetings from Chicago where I am working with The Chicago Club (a private city club established in 1869!) On Sunday I head back to Denver for the first of the Hospitality Industry Winter Roundtables.

TAKE IT TO THE BANK
Dan McGinn <dmcgin87@cybertrails.com>, manager of La Fonda in Arizona has a question:
"Do you have any reference material or input regarding servers carrying their own bank and making change for the customer vs. the traditional cashier process. We are purchasing a POS system and would like to know the pros of server banking. Specifically, the possible increase in tips for their extra time. Any help would be appreciated."

As always, if you have some insights to offer, send your response directly to Dan with a copy to me.

IT WORKS!
Cathy Stewart sends this note along:
"A question you always ask is, 'What did you learn from your staff today?' I was recently laid off from a job and was fortunate enough to find another position with more responsibility, one that requires overseeing more departments (which proves the old theory that when a door closes, somewhere a window is opened). Anyway, my new staff has warmed to me because I have spent the time with them to "LISTEN" Listening is a full time job. Someone once said "God gave you two ears and one mouth -- use them proportionately." Try it. The thing I learned from the staff is that sometimes a little of my time is all they need."

A note from the Doc:
Effective management is easier than we usually make it. When you see your staff as intelligent adults who want to make a contribution if they only have the opportunity, you will naturally approach them with respect, solicit their ideas and make them part of the process. Listening not only brings you fresh insights, but is an important factor in creating a positive work climate which, in turn, causes the entire staff to be more productive and deliver better service. What did you learn from YOUR staff today?

SPARE ME . . .
After one of my issues of EHC, I received a note from a recipient saying "Spare me the philosophy." I chose to grant his request by dropping him from the list! Lest there be any doubt, EHC is all about philosophy -- the philosophy of hospitality, the philosophy of service, the philosophy of applied common sense in the real world. My purpose is to stretch your thinking . . . because the way to expand your world view (and ultimately your business) is to expand your perspective and understanding.

I am on the same journey of personal and professional discovery . . . and as I find things that strike me, I pass them along. I am encouraged that most of the notes I get are supportive of this posture, but if you find that EHC is not a valuable addition to your week, free up your inbox and just ask to be removed. I promise not to take it personally.

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