Tag: restaurants

Laying the Foundations for Success – Great Traits for Bar Managers

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Hospitality Managers have the difficult job of balancing the wants and needs of establishment owners, employees, and customers. A great manager can juggle customer satisfaction with a multitude of ever changing tasks each and every day, all while helping to support a busy staff, boosting sales and performance, and keeping an eye to the health and safety of patrons. Nightclub & Bar recently released an article titled, “How Bar Managers Can Succeed,” and we here at TAM® of Nevada wholeheartedly agree with the attributes they list as key for bar managers. You can read the full article here, and here are a couple more qualities that we’d add to the list:

  1. A passion for excellence. A great manager not only has a desire to lead, he or she takes pride in the service or product offered, and inspires the staff to put their best foot forward.
  2. Flexibility. In a busy and fast-paced world like Las Vegas’ hospitality industry, a manager who can roll with the punches is invaluable. Not everything will always go according to plan, and a manager who is adaptable and can be flexible is in the best position for success.

Sometimes it’s the little things that make the biggest difference. What insider tips would you give someone looking to excel the in hospitality industry? What tips would you give someone looking to improve their management skills?

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© 2011 National Hospitality Institute®, TAM® of Nevada

 

Service Excellence: Making your Serving Staff Stand Out

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Bartenders and servers have a tough job. They must juggle customer satisfaction and safety with fast-paced service, heavy lifting, and hot kitchens… and do it all with smiles on their faces. Given the rigors of the job, a great hospitality worker can be a rare and welcome find, and it is very important that you have a proper training program in place for serve staff. Managers can benefit from a few suggestions aimed at helping to train serving staff to offer the best in hospitality and customer service to increase sales and encourage repeat business. Here are some ideas for making the most of your training program:

  1. Make the most of your search and hiring process to find candidates who are likely to succeed and fit in with your company culture. The first step to training your employees should begin with careful hiring. Make the most of your search by using traditional avenues for listing available positions such as your company website and websites such as LasVegasJobs.com. Additionally, also make use of your social media channels such as Facebook, LinkedIn, and Twitter to advertise job listings and reach a wider audience. Once you’re ready to start interviewing, look for candidates who are interested in learning more about your company, are passionate about customer service, and who are ready to work in Las Vegas. Remember, TAM® Cards are required for employees in positions where they will sell or serve alcoholic beverages, so if new hires are not already certified, make sure they complete their TAM® Training and obtain their Health Card prior to the start of work.
  2. Create an orientation and training program that encompasses all of the important points a server or hospitality professional should be aware of. When outlining your orientation program make sure you touch on points such as safety, safe beverage service, and hand washing procedures, the process for greeting and serving guests, suggestive selling and upselling, and all important company policies and procedures. An orientation should let your staff know what you expect from them, and what they can expect in their new jobs. The goal for a successful orientation is for your new employees to leave well informed and excited about the new opportunity, and for you as a hiring manager to feel like you’ve conveyed the importance of all policies and procedures and set realistic goals and expectations.
  3. Consider enlisting your seasoned staff members to help show new hires the ropes. By allowing new hires to shadow your current employees while they get acclimated to their new positions, they get important on the job training from their peers on menu listings, point of sale systems, and everyday procedures. Your new hires will have someone to turn to on a busy night if they have questions, and your customers can still expect excellent service. Additionally, this is a great way to promote teamwork among your staff members.
  4. Stress that excellence and education is an ongoing process. Even seasoned hospitality professionals are constantly learning and improving. Remember, alcohol awareness cards expire every four years, and this is a good example of one way service professionals can brush up on their skills and knowledge by refreshing their training. You can also consider occasional team building or training workshops to cover topics of interest, or pass along any interesting articles or knowledge to your staff when appropriate. Subscribe to the TAM® of Nevada blog and other industry websites for articles and news items important to customer service professionals.

What ways would you recommend for training new hires? What is the best advice you received when training for a new serving job?

© 2012 National Hospitality Institute®, TAM® of Nevada

Zagat Survey Results Offer Insight into Dining-Out Habits and Trends

Published on by TAM of Nevada1 Comment

Restaurateurs sometimes wish they had a window into the minds of their patrons. What do customers really want? How can we best serve our patrons while increasing profits? Well now you may just be able to find the answers.

Zagat, a leading guide for restaurants, service professionals and diners alike, has just released their 2012 Restaurant Survey Results after polling 156,000 diners across the country on everything from their favorite restaurants, to the frequency of how often they eat out. What better way to get a look at just what potential customers are buzzing about!

This year’s survey results revealed several interesting points including:

  • 81% of surveyors nationwide are in favor of restaurants being required to post their health department letter grades.
  • 91% of those surveyed in Las Vegas report that letter grades influence their dining decisions and most will eat only at restaurants that earn a B or better.
  • The U.S. tipping average is 19.2%. That number has continued to rise over the past ten years.
  • A repeat from last year, the most expensive dining in the nation is in Las Vegas, with an average meal cost of $47.53.
  • When dining at a restaurant that does not take reservations, 67% of those nationwide would be willing to wait no more than 30 minutes for a table.

Industry professionals can use the survey results to generate ideas on how cater to their patrons. And remember, responsible beverage service is a necessary component to an excellent dining experience. TAM of Nevada’s knowledgeable instructors can teach your employees how to serve responsibly, and offer real-world insight into providing all-around excellent customer service. You can buy your own copy of Zagat’s 2012 guide here. What did you find most interesting the survey results? What dining trends have you noticed recently in Las Vegas?

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© 2011 National Hospitality Institute®, TAM® of Nevada

 

Would You Like Wine With That? Alcohol Sales Are Expanding Into Unique Venues

Published on by TAM of NevadaLeave a comment

Would you like a glass of wine with your popcorn? Depending on where you live, you may hear something to that effect next time you go out to the movies. Several different fast casual restaurants and retail locations are now exploring the idea of adding liquor sales to the mix at select locations across the country. Alcohol sales are generally highly profitable for businesses, and in a down economy, owners and operators are exploring creative new ways to boost sales.

According to the New York Post, AMC Theatres is considering adding liquor sales and sit-down restaurant options at theatres in New York. A new law would allow consumers to bring their drinks into the theatre if the movie house has a sit-down eatery establishment on-site. The idea is to draw in more adult patrons and help boost sales at movie theatres. How convenient would it be to combine a sit-down dinner and a movie in one location?

Restaurant chains around the country are also experimenting with liquor sales, with mixed results. Places like Starbucks and Sonic are adding beer and wine sales at select locations to test the waters (New York Times). For example, Starbucks is currently testing out beer and wine sales at five of its store locations in the Pacific Northwest. And, let’s not forget that traditional retail sales locations are also experimenting with beer and wine sales. Be sure to read our blog post, “Whole Foods Invites Customers to Sample the Selection,” to learn about popular grocery chain Whole Foods’ foray into the market.

What do you think? Are these retailers finding new ways to cater to consumers, or are they inviting trouble? Whether you are a bartender, server, clerk or cashier, responsible alcohol sales are a must. Remember, alcohol awareness training isn’t just for bartenders and servers in Nevada. Grocery and convenience store clerks and cashiers in Clark and Washoe Counties are also required to obtain their TAM® Cards (Nevada Revised Statutes). TAM® of Nevada will train you and your co-workers to provide responsible beverage service that will keep your patrons safe and excited to return again in the future, no matter what type of establishment you work for.

What do you think about adding liquor sales to fast casual restaurants or movie theatres? What types of challenges would you expect to see?

Resources

© 2011 National Hospitality Institute®, TAM® of Nevada