Create scarcity and urgency

You might now be planning ahead to January and thinking about how you are going to bring in business in your quiet months. But this is probably the last thing on your customers’ minds at the moment. So what can you do to prompt a booking now rather than them leaving things to the last […]


E is for Empathy

In the A- Z of leadership E is Empathy. Putting yourself in another’s shoes.   Empathy is really understanding the other person’s perspective, position and feelings. It is the ability to ‘step back’, and achieve a detachment from our own emotions, and is essential for building trust, rapport and effective relationships. It involves listening and […]


D is for Development

In the A-Z of hospitality leadership D is for Development   One question to ask yourself is “Could I honestly say I am tapping into 100% of the potential of my team?” If the answer to this is no, what do you need to be doing to tap into that potential?   We need to […]


How a bit of blue tack only cost me £500 in damages!

How secure is your data? Last week I made a costly mistake, and caused £500 worth of damage to my laptop. All down to a piece of blue tack! But why do I say only £500? Well, it certainly could have been a lot worse.  Although in the end I decided not to send my […]


C is for Communication

In the A-Z of Hospitality Leadership C is for Communication   This is probably one of the areas that gets most criticism from staff of their managers and organisations as a whole. People hate being left in the dark.   There’s nothing more frustrating, and demotivating for staff than lack of communication and being kept […]


B is for Buy in

In the A-Z of hospitality leadership B is for Buy in How often have you been told to get on with a task with no idea why you should do it and therefore either carried out the task, but to the minimum standard, or worse still simply avoided it altogether? At the very least for […]


The A to Z of hospitality leadership ~ A is for Attitude

Welcome to the first in my A-Z series of hospitality leadership. A is for attitude. Your attitude.   It’s easy to criticise our staff’s attitude, their enthusiasm for the job, the way they support their colleagues, how they talk to your customers. But how much of this stems from the example you set? Attitude is […]


Take the Customer Journey

How often do you put yourself in your customers’ shoes?  Taking the customer journey is something every business should do, not just hospitality businesses. But what does this mean for a hospitably business? It starts with the research, the booking and the journey. How easy it is to find you on line and then make […]


Show you listen to your guests

I’ve just been reading an email from an entrepreneur recounting her experiences of the lack or personalisation to a complaint she made following a recent visit to a restaurant. Every bit of feedback you get from your guests is valuable to you, whether it’s positive or negative and whether you agree with it or not. […]