Middle Management Movement By Michelle Pascoe

OBTAINING FEEDBACK FROM YOUR CUSTOMERS AND TEAM IS A GREAT START, (I DON’T MEAN A “COMMENT CARD).  YOU NEED TO BE IN CONTROL AND PLANNING WHAT YOU ARE SEEKING TO GAIN FROM THE FEEDBACK AND WHAT WILL YOU DO WITH THE INFORMATION.

LET ME ASK YOU THIS QUESTION IN YOUR BUSINESS PLAN DID YOU HAVE A SECTION WITH THE HEADING “CUSTOMER SERVICE & RETENTION’? AND IN YOUR YEARLY BUSINESS STRATEGY REVIEWS/RETREATS DO YOU ALLOCATE TIME TO DISCUSS “CUSTOMER SERVICE & RETENTION”?  If you are like the majority and you haven't then take a listen to this podcast.

Everyone needs to feel safe and secure in their workplace knowing that management have undertaken ever measure to ensure that it is a safe workplace and that all employees care about each other. Mental Health awareness in the workplace needs to be spoken about and expanded on in every organisation, it's not just about donating or getting involved for 1 day a year it's about every day and every employee in your organisation.  Making a difference to someone makes a big impact on everyone.

Having a team recognition programme behind the scenes is also a good way to reward team members, but it can cross over into a popularity contest and backfire. So how do you create a recognition programme that not only acknowledges performance but also knowledge?  In this episode I discuss ideas and tips on how to create a programme that will be beneficial to the team and business that includes everyone.

Getting team members who are comfortable in their fixed routines to change can be a challenge.  In this podcast I share with you a fun way to create interest, change and team engagement by creating a competition of knowledge across your whole organisation (including you).  A competition encourages buy-in and engagement.  Seek their ideas, create change champions and the golden rule "praise any improvement."

Creating a Workplace of Choice is more than having a welcoming culture (which is critical) it's also having a welcoming, secure and safe environment. The "staff room" is one such area that is overlooked, becoming the storage for old promotions and Christmas decorations.   The essence of a "workplace of choice" is a place where people choose to work because they love what they do, and they really enjoy both the people they work with and the people they are there to serve.

The hospitality industry has a richness of cultures back and front of house and they all need to blend and respect each other.  As a leader how do you lead a team where English may not always be the first language?

I love the hospitality industry and the opportunities it offers to so many people so how does a manager handle the Intergenerational workforce because they do not think alike, act or respond the same.  In this podcast I talk about the challenges and allowing them to question the sacred cows in the business and they want to lead.

Don't wait for the first day to commence the "connecting conversations" with your new recruit welcome them beforehand and you will have someone invested in your business before they walk in the front door.  In this podcast I look at the building of loyalty and trust through the induction process and ongoing assessments ensuring that both the employer and recruit are feeling valued and welcomed.  

Assessing a candidate from a covering letter and resume is not always easy as some people are great at communicating verbally but when it comes to writing it doesn't always come out the right way.  As a recruiter you need to read between the lines.  I know when I read resumes I imagine their voices.  Do you? or am I the only one?  In this podcast I cover the assessing, hiring and REFERENCE CHECKING CANDIDATES.

The recruitment process starts with a comprehensive Job Description well before the employment ad is written.  Knowing what you need when it comes to skills is easy it's the attitude that takes a little more time to get right.  What is the culture of your organisation and what are the behaviours and traits of your leadership and frontline team? For more information on hiring Introverts take a listen to my previous Podcast Episode 30 where I spoke to international authority Jennifer Kahnweiler, PhD, CSP, from Atlanta, Georgia who has written many books on Introverts in the workplace.

What makes a venue successful?  Is it the fancy lights, attractive decor, hottest entertainment or the best food in town?  It can be all of these, however, if it is delivered by a team member with a face like thunder or they've just sucked on an unripe grape fruit, then it doesn't matter how great the scenery and facilities are the only thing that the guest will remember is the "team member(s)" and the negative customer service that creates a lifetime memory that stops them from returning, recommending or referring others. This is part 1 of the 12 Challenges of Building a VIP Team.  Who are the Skunks and Puppy Dogs in your organisation? It's all about "building a team, not a group of individuals".  

Why should you measure what you do?  More than ever, you are dealing with a diverse public and workforce: multiple generations cultures, languages and expectations.  Great service is the benchmark today; getting that service out of your team on a regular basis is the goal.

I don’t know about you but this time of year my inbox has been inundated with emails on how to plan for 2019. Here in Podcast 39 I wanted to take you away from planning and simplify it with direction. If we were to play a game of word association how would the following words make you feel and think – Reflect, Realign and Reboot! As I reflect on 2018, I discuss how to realign yourself so that your values are congruent with oneself and business and how to reboot your inner critic for 2019. Ready, set, go!

After listening to one of my earlier podcasts Jason Manning CEO of Pittwater RSL contacted me and said he had some really strong opinions on diversification and wanted to have a conversation - so here we are Podcast 38. Jason examines the overuse of the word “diversification” within the industry and how clubs need to ‘diversify’ in order to replace lost revenue. When taking on the role of CEO at Pittwater RSL it was mid project of a large renovation. He discusses the challenges of not knowing the plans and brief of the project plus the challenge of being over budget. 3 Years on heading up a beautifully renovated club Jason discusses his role and the team who have made this a successful renovation and vowing to never use the word diversification again!

When I last spoke with Paul (Episode 3) he was the executive Chef at Campbelltown Catholic Club and about to take the leap of faith, move out of the area and start his own consultancy firm, Chef Paul Rifkin - www.chefpaulrifkin.com.au Today we talk about a wide range of topics: business, career decisions, service, planning and audits. As we talk business we establish the benefits of mentors, how they help to see value in yourself and your business, we also acknowledge his nerves with his new venture even though Paul is a well-established, experienced and successful chef. How being a chef is a great career and not to be scared off by those who say shift work is hard as it is a rewarding and satisfying career. Paul and I go on to talk about how simple food done well creates the ‘wow factor’, Tips on how staff can handle diners at this busy time of year and how he has become a mentor within his new business. Listen now to this fantastic Podcast where we learn so much with the amazing Paul Rifkin.

With all the craziness of this time of year, I thought I would take this opportunity to review and reflect. Looking back at my first podcast interview with Douglas Kirkham (CEO of Canada Bay Club) we discuss the why, why do we do what we do? Douglas reflects on his many years in service, why he was drawn to the hospitality industry and we also discuss automation within the club sector. Now is a great opportunity to asses and look at what we do, why we do it and what are the changes we are going to make for the coming year. Possibly a change in roles, broadening our own professional development or maybe even considering travelling into a completely different direction. Enjoy the podcast and then take this time to reflect and think how you can prepare yourself for 2019.

Whether technology is your friend or foe, you cannot deny apps and desktop tech tools create an opportunity to seamlessly and efficiently manage both your business and personal life.   On this week’s Podcast I discuss a few tools and apps I use that helps with work flow,  connecting with my employees, maintaining productivity, integrations within my website along a very exciting announcement for our OOPS clients that sees OOPS launched on The App Store and Play Store later this week.

We have all been there, at that fine line when trying to navigate through the recruitment process, do we hire the team based on a team we want or is it due to expansion, need and desperation? As if recruiting isn’t stressful enough;  How many times have you hired out of desperation only to feel regret, disappointed and frustrated! In this weeks podcast I talk about 4 top tips that will help you find the best possible candidate. Think Right person, Right Role! Join me as I discuss what are the dangers when hiring too quickly, especially when you hire from the heart and not your head.  Why it is better to hire slow and if necessary fire fast and also what it takes to retain good employees.                                                                                          

This week I talk about recognising that patrons understand their environment and gather their impressions through sight, sound, smell, touch and taste. What you see and what you don’t see is equally important, along with using music to create an ambience. How about smell? The aroma of coffee beans so alluring you have to try that cute little café! Thinking of texture and its tactile properties is an important one, our skin is the largest organ in the human body and is a ‘must’ when thinking about the patron experience. Lastly taste, food is probably the most important draw card,  what you offer, how fresh the produce is and whether you cover a variety of dietary requirements. Listen now to learn how to deliver a VIP customer service experience that appeals to all five senses.