Archive for November, 2005

What’s the word on guest relations?

Guest Relations

Whether handling special requests or responding to complaints, good guest relations are critical. Some approaches:“The point of reference for a guest is the employee they encounter – on the floor, on the phone. Anticipate guest needs and requests, put systems in place, and empower all employees. The quicker employees respond, the longer that customer will stay with you.”

–Jeffrey Summers, Head Coach, Game On! Restaurant Coaching Solutions“

I work lunch and dinner shifts at our six locations, which gives me the opportunity to personally interact with as many guests as possible. My name tag says ‘owner,’ which not only helps makes a personal connection but attaches responsibility. Our comment cards also invite guests to contact me; I answer all, about 50 per month.”–Beverly Mascari, co-owner/dir. of guest relations, Anthony’s Seafood Restaurants, San Diego, CA

“If you put guest relations on just one person, you’ll never win. Everyone, especially phone and door staff, need to be trained and empowered to take care of everything they can for guests and communicate with those who need to know. It’s having people who innately want to care for others along with the right systems.” –Tracey Spillane, gm, Spago, Beverly Hills, CA

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Law to ban lawsuits blaming obesity on restaurants

Houston Chronicle

Fears that overweight Americans will develop an appetite for litigation drove the House to pass a bill that would bar lawsuits by restaurant customers claiming burgers and French fries made them fat. “Trial lawyers have said they’d target restaurants the way they’ve targeted the tobacco industry,” National Restaurant Association President Steven Anderson said.

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Cities embrace restaurant grading

Daily Press

Many restaurant owners and managers have become fans of the grading program because they realize an “A” is good for business. They also have come to realize that correcting deficiencies and requesting a re-inspection can improve lower grades.

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1 in 10 Americans opts for a Thanksgiving feast in a restaurant

NRA Press Release

One in 10 Americans opts for a Thanksgiving feast without the work by celebrating Thanksgiving Day dining out, according to National Restaurant Association research. Those seeking an escape from cooking without sacrificing tradition also have the option to complement their at-home meals with restaurant-prepared turkeys and side dishes for takeout. In fact, more than half of all Americans supplement their meals with ready-to-eat takeout items. And restaurants help more than weary cooks during the holiday season, giving back to their communities by donating food and offering meals to the less fortunate.

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Kid’s Running Amok?_MSN Video

http://video.msn.com/v/us/v.htm?g=64d4fbc1-c6b3-4d9b-9d34-6b5ae38e969a&f=email

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Peter Drucker dies.

By Simon London in San Francisco
Published: November 11 2005 20:56

Peter Drucker, the most influential management writer of the modern era, has died age 95. A spokesman for the Claremont Graduate University in California, where Prof Drucker worked since the 1971, said he died peacefully on Friday morning after a short illness.
Prof Drucker remained active until the end of his life. Earlier this year he was honoured with the McKinsey Award for the best article published in the Harvard Business Review during 2004. He had just finished collaborating with colleagues on a reworking of the ideas contained in The Effective Executive, first published in 1966.
Peter Ferdinand Drucker was born in Vienna in 1909. He took a doctorate in public and international law while working as a newspaper reporter in Frankfurt, Germany, and then worked as an economist for an international bank in London. He moved to the US in 1937 and began his teaching career at Bennington College, Vermont. For more than twenty years he was professor of management at the graduate business school of New York University.

Prof Drucker’s first books considered what could be done to prevent a return of the economic and social conditions that led to the rise of Fascism. This led him to conclude that effective management of organizations – in both public and private sectors – was essential for social stability.
The Concept of the Corporation, a study of the management practices of General Motors, the first modern, multidivisional company, was published in 1946. This and later works helped establish management as a topic worthy of serious study. However, Prof Drucker always sought to combine academic erudition with a concern for the day to day problems faced by practising managers. Of his 35 books, including two novels, 15 were concerned with management, including The Practice of Management, Managing in Turbulent Times and Management Challenges for the 21st Century, published in 1999.

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