Posts Tagged ‘Hotel F&B’

Grinding Toward Green: Getting staff to buy in and jump in

Wednesday, May 2nd, 2012
Chase LeBlanc R.L. ASKS…
How should I go about training green kitchen practices to stubborn, entrenched kitchen staff?

THE STAFFING DOCTOR ANSWERS…
The most basic mistake that fast-moving organizations make over and over again is starting a discussion about proposed organizational changes (of any kind) by asking, “How do we get them to do X?” Ideally, you should begin to approach systemic change with the question “How do we get them to want to do X?” which is also known as creating easy workflow.The first step to answering that question is to ask the constituency. Gather all the facts and figures that make the best case for the proposed changes and have a meeting with the kitchen leaders/forepersons/ defacto leaders or the whole traveling gypsy kitchen band and frame the problem in the following manner: “We have to climb up this green mountain together.”

Contrary to the usual approach, leave out the part where you dictate the “proper” path. In the beginning of a change cycle, you will be far better served by asking for suggestions and allowing for group wisdom, experience, and skills to build a path forward. This frames the desired outcome as “our” problem, not “your” problem.

See what suggestions they might have on the best path to get to where you’d like to be. Maybe they have been waiting for someone to ask them to open up about going green and they’ll have tons of ideas, or maybe your effort will just be met with stone silence. No matter, kick the whole thing off with a nondirective- infected conversation. If you invite ideas and participation in the planning stages, it will almost always be met with a warmer welcome than simply telling employees how it’s going to be.

Eliminating input from those who do the work greatly diminishes your chance for buy-in and, in reality, any chance for the team to personally self-identify with the coming changes (“Hey, we thought of that…”).

Secondly, you have to grease the skids. After all of the priorities, standards, and procedures have been decided, it is imperative that you provide the training, support, and tools to do the job (in the new fashion) correctly. How will you make it easier to follow the transition? Of course, incentives will help if uniformly applied, but most folks wish to do the job right.

Clarity in a fast-paced, everchanging environment can be hard to come by. If you wish to enable a smooth transition from where you are to where you’d like to be, paint a clear picture of what a “win” looks like in the new phase, why it matters, how much the efforts of the contributors count toward success of the program, and the compelling logic of doing the new procedures within the new priorities paradigm.

I know that while many organizations and individuals will balk at the above suggestions and have a list of reasons why it’s not practical for their situation, ANYTHING that narrows the gap between “us” and “them” increases your chances of realizing your green dream change objectives.

Chase LeBlanc is the founder and CEO of Leadagers, LLC, and is a hospitality management performance coach with more than 25 years of experience. He is also the author of High Impact Hospitality: Upgrade Your Purpose, Performance and Profits!

 

Check Yourself | The Top-5 Bad Things You Can Avoid

Thursday, March 8th, 2012

 

Check Yourself | The Top-5 Bad Things You Can Avoid

Hotel F&B November/December 2011

Chase LeBlanc “Expect the best but prepare for the worst” is a well worn but useful adage for our industry. The following are my top five bad things that can be avoided with proper preparation, priorities, and training/development.

  • Food-borne illness. A prep cook changed his baby’s diaper at home just prior to his shift. He was running late, forgot to wash his hands, and as soon as he got to work, jumped right into prepping lettuce for salads. That one unsanitary act (1) made about 20 people sick, (2) led the local TV newscast after the Super Bowl, (3) cut property sales in half by the next day, and (4) left the survival of the business touch-and-go for about 18 months. Boom, just like that! In our business, you must become a food safety fanatic.
  • Liquor license suspension or revocation. A bartender hoping to impress an attractive member of the opposite sex slides the “customer” a few drinks without checking his or her ID. Just so happens that the customer is an underage/undercover operative, and it is a sting operation. Boom, just like that! It’s a citation for the bartender with possible fines and a violation of the liquor licensing laws, unleashing a torrent of hassles. You must set a serious tone among all employees; the service of licensed beverages is a privilege and a heavy responsibility. Do not treat it lightly or allow others to do so. One misstep can put the property permanently out of the spirits business.
  • Robbery with injury. A friend of mine took a new job as a closing manager. The first week on the job, he walked out to the dimly lit parking lot after buttoning things up and was met by a man with a gun who marched him back inside. Boom, just like that! They spent many scary minutes together as my friend fumbled the safe dial before giving over the money and getting a crack on the head in return. No amount of money is worth someone getting hurt. Do all the things you can do to deter a criminal act, such as brilliant parking lot lights, strict back door entry procedures, frequent lock changes, daily bank deposits, only opening the safe when the office door is closed, secure smoke break areas (if any exist), video surveillance, and consistent diligence.
  • Accidents. An elderly guest slipped, fell, and broke her hip on a wet bathroom floor. A cook slices off a fingertip on an unguarded kitchen fan. Boom, just like that! If a guest or team member is ever at risk of injury, you must fix or repair the problem immediately. A negligence lawsuit (translation: your group can lose big money) originates from a problem that you knew about, or even should have known about but chose to ignore or deny. Push for nonslip footwear, heavy-lifting back supports, etc. From a business culture perspective, constantly build, reinforce, and reward a safe, accident-free mindset.
  • Harassment. I have had friends who were too old, new, wide, light, dark, etc.—and have suffered through the impossible difficulties of workplace harassment. The ideal workplace culture should be all for one and one for all with diversity viewed as an immense plus and an opportunity for new knowledge, rather than a wall between “us” and “them.” Your team or tribe cannot tolerate anyone being harassed because of his or her gender, sexual orientation, religion, mental/physical challenges, age, and so forth. If you ever find yourself challenged by doing the right things when it comes to others at work, you could start by changing your point of view. View all people by our sameness from the inside out, not the apparent differences from the outside in. We all bleed red; we all breathe the same air; we all roll on the same earth. Or, you could just pause for a moment and reflect on this: Would I want my girlfriend, wife, mother, daughter, son, brother, father, or boyfriend to have to take this smack I’m dishing out?

The unexpected can happen anywhere, at any time. Proper preparation, priorities and training won’t stop all the bad things from happening, but proactive actions almost always lead to better results than reactive actions do.

Chase LeBlanc is the founder and CEO of Leadagers, LLC, and is a hospitality management performance coach. He is also the author of High Impact Hospitality: Upgrade Your Purpose, Performance and Profits!

Hotel F&B Magazine December 2011 | Review of “High-Impact Hospitality”

Thursday, March 8th, 2012

Book Review: “High-Impact Hospitality” by Chase LeBlanc

Recommended for anyone making a career in hospitality or wishing to take their employees to a higher level.
Hotel F&B professionals who want to increase both their compensation and career satisfaction should read High Impact Hospitality by Chase LeBlanc, HOTEL F&B’s “Staffing Doctor.” This is a marvelous read: funny yet wise, inspiring but practical, combining LeBlanc’s considerable hands-on hotel experience with sound gut instincts.

He begins by defining the two key roles every F&B pro should strive to fill, those of manager and leader, explaining how they are different and complementary. He calls people who have achieved this dual competence “Leadagers.” These professionals are adept at both “hard” management tasks such as cost control and scheduling and also excel at “soft,” almost artful, ways of thinking and acting for the good of themselves and their “tribe” (as he refers to the entire staff).

So how does one become a Leadager? LeBlanc weaves these hard and soft objectives together throughout the book. In “Make More Dough,” he lists several creative ways to increase your value, such as being a sunshine-maker, a business mechanic, a shepherd, a trustee, etc. In “Duality Maze,” he talks of organizational realities and pitfalls, how to avoid working for buffoons, and dealing with management’s often relentless push for performance and profitability.

Throughout the book, LeBlanc establishes his credentials through experiences, beginning as a 16-year old dishwasher, becoming a bar owner at age 21, then proceeding through the managerial ranks at various hotel chains and as a multi-unit operator for a national restaurant chain. He is now CEO of Leadagers LLC, a hospitality consulting business providing professional development tailored for hotels and restaurants. He can be contacted at 303-997-9328, www.leadagers.com. —ADS