Full Day Management
Programs
Some topics
require a full day to develop properly. These workshops are
hands-on events that offer extensive interaction both with the
seminar leader and with other seminar attendees. Using case
studies and situations from their own operations, attendees
will develop a working knowledge of the seminar material and
create specific plans that they can put to work
immediately.
Prospering in the Age of
Service
Mastering the Human Dimension of
Hospitality
Guest-Based
Marketing
How to Build Volume Without Breaking Your
Budget
Find Em, Pick Em, Keep
Em
Hot to Create and Maintain a Service-Oriented
Staff
PROSPERING IN THE AGE OF
SERVICE
Mastering the Human Dimension of
Hospitality
Does it seem like you are working harder and
falling farther behind? Does your operation seem to be getting
more complicated to manage? Did you ever think that there had
to be an easier way to run a business? It is time to
acknowledge that if what you are doing was going to work, it
would already be working! The simple truth is that as your
business expands, your thinking has to expand along with it.
You cannot be successful into the new century using the
management models of the past.
It is becoming obvious that the competitive climate (and
your guests' expectations) are changing. Not too long ago, it
was enough to just get the job done. But the name of the game
is service and true service is a state of mind, not a
checklist. In the age of service, how you do the job determines
how well you will prosper. The key to success in this new era
lies in improving your understanding of people and how they
work together to create a climate where the guest feels
well-served and the needs of the company are also
satisfied.
Hospitality is clearly a "people business," yet few
operators have had any real training about what makes people
tick. In an eye-opening full-day workshop, The Restaurant
Doctor will share breakthrough insights into human functioning
that can help you materially improve your guest service and
profitability by enhancing both the quality and results of your
management activities. This is not some new organizational
strategy - it is an entirely fresh perspective on the game
itself!
One CEO who took to heart the common-sense principles
presented in this program and turned his entire organization
around from the inside out, recently described his "new"
company this way:
Imagine ...
... a work place where the environment is calm, yet people
are intensely involved in work activities.
... business meetings so enjoyable and productive that people
leave more energized than when they arrived.
... managers making decisions based on reflection rather than
from fear or by knee jerk reaction to circumstances.
... a work force so resilient that disruptive factors like
disappointment and change have but a very temporary effect.
... the energy so often wasted dealing with interpersonal and
individual stress being put, instead, into the work itself.
... an environment where there's no concern about motivating
people with incentives or pressure since people are generally
happy and productive.
... morale at such a high level that staff and managers arrive
home from work in a state of mind that actually increases the
well-being of the people in their lives, rather than detracting
from it.
... an organization that has trust and confidence in its staff,
allowing them to be responsible for their own thinking.
... a happy, healthy and productive group of men and women who
actualize levels of ability and service which they did not even
know they were capable of.
... taking your company to a higher level than you ever dreamed
possible through accessing the fundamental innate intelligence
of your staff.
If you would like this to be an accurate description of your
company (and it honestly could be) you should attend this
program. This high level of functioning is available to any
operation when the leadership gains a wider vision of what is
possible. While everyone in the organization will benefit from
understanding the simple concepts presented in this program,
the climate of an organization always starts at the top. To
realize the full impact of this new thinking, all persons in
key leadership positions in the company - from the owner and
managers through the first line supervisors - should be
involved.
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GUEST-BASED MARKETING
How to Build Volume Without Breaking Your
Budget
Every restaurateur wants to build sales but
nobody has an unlimited advertising budget and most operators
have had only limited success with more traditional
sales-building approaches. Fortunately, there is way to boost
volume that is simpler, more effective and much less risky than
anything you have ever tried before.
Based on extensive, real-world experience gathered from a
wide variety of foodservice operations, Bill Marvin, The
Restaurant Doctor has evolved GBM, a painless prescription that
will help you not only increase your gross sales but gain the
enthusiastic backing of both your guests and your staff in the
process!
This unconventional full-day workshop, based on material
from a new book-in-process, will show you a deceptively simple
system that is proven to build volume even in a
highly-competitive market or a slow economy. Of course,
achieving this success will involve a shift of thinking at the
management level and will certainly take some work to fully
implement. . . but it will work and it will not require a pile
of money! Best of all, you will have a safe way to increase
both sales volume and guest satisfaction with the full support
of your staff! Among other things, this program will help you
understand:
... what management can do
to build sales
The success of any organization starts at the top. The first
step is to understand what it will take to boost sales without
increasing pressure on guests or staff. From there you will
have what you need to start creating an action plan for your
operation. It's easier (and more fun) than you think, but it
won't happen by itself - you will have to take the initiative.
The good news is that you can "knock their socks off" without
losing your shirt! This program will offer some valuable,
common sense ideas:
Why your staff has been fighting selling
techniques and how to get them on your side
How to use festivals to increase dining
frequency
Great ideas that will increase the
connection that guests feel with your restaurant
Effective ways to provide discounts
without getting into the coupon game
How to set up a frequent diner plan that
works for everyone
Over 100 proven guest-pleasers from
operations across North America
Simple, low-cost (or no-cost) enhancements
that can set you apart from the competition
How to generate (and control) strong
word-of-mouth advertising for your operation
... what your staff can do
to build sales The guests' experience
of your operation is shaped by the quality of their
interactions with your staff so their effectiveness is
essential in building sales. The program we will outline has
received an enthusiastic reception from servers all across the
country. How's that for a refreshing change of pace from
force-feeding them sales techniques? Among topics we will
discuss:
A 5-step process to build sales without
putting any direct pressure on raising the check
average
A simple, risk-free way to build sales
that your staff (and your guests) will love!
How to assure that your patrons will talk
about you ... and say the things you want them to say!
A simple habit at the end of the meal that
can increase repeat patronage (and tips) significantly
A basic human touch that your guests crave
(and most of your competitors probably don't even
understand)
50 simple ideas that will help your staff
delight your diners
... how to keep
score No matter what the game, you can
only play to win when you know the score. To improve your level
of guest service, it is essential to have an practical way to
measure your effectiveness. Among other things, you will
learn:
Four ways to get accurate feedback and how
to use them most effectively
Simple questions that can improve your
"table side manner" with guests
Statistics every profit-minded manager
should keep (hint: check average is not one of them!)
... how to effectively
implement changes Experience has shown
that the impact of this material on the daily operation will be
directly proportional to the degree to which it is effectively
passed along to the staff and reinforced on the job. To help
you get these ideas to "stick," the seminar will conclude with
specific suggestions on how to implement this material and hold
more productive staff meetings when you share these concepts
with your crew.
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FIND EM, PICK' EM, KEEP EM
How to Create and Sustain a Service-Oriented
Staff
Foodservice is a people business but you
can't do good business if you don't have good people! In fact,
your skill in staff recruitment, selection and retention can
make or break your reputation. It is critical to find a way to
stack the odds in your favor. But how can you get organized
when there are so many other things on your plate? And if you
don't get your act together before things get busy, when do you
think you are going to find the time?
In a full-day, common sense seminar, Bill Marvin, The
Restaurant Doctor , will share some potent ideas from his
Surefire Staff Selection System and his book, From Turnover
to Teamwork. Among other things, this program will tip you
off to the following:
Where and how to recruit the people you
want
6 factors that can make you the best
employer in town and help draw the pros to your door
How to be sure every applicant receives a
positive first impression of your operation ... every
time
A guaranteed way to get 50% of job
applicants to screen themselves out
How to separate great workers from
applicants who just "give great interview"
4 qualities all successful foodservice
workers have in common and how to identify them in 60
seconds
How to get a realistic picture of what it
is like to work for your company
How to create and maintain rapport between
staff and management
A simple format for performance review
that works for everyone
15 hints that can help enhance the feeling
of teamwork in your organization
You will leave this program with a new understanding of how
to get the right people -- the first time -- and how to keep
them once you have found them! You will have forms and guides
that you can duplicate and use immediately. You will see how to
use your existing crew to handle significant portions of the
staff selection process which will improve morale and free up
your time for other tasks. Best of all, you will understand how
to improve productivity and slow the revolving door while
improving both guest service and profitability!
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