News & Views

 

Telecom Masterclass featuring Fernando Peire of The Ivy, London

On Monday 23 August 2010, I was lucky enough to be one of the attendees at a presentation from Fernando Peire, one of the Directors at the acclaimed Ivy in London.  He had been invited out as a guest of the Restaurant Association to share some of his knowledge with interested hospitality professionals here in NZ as part of the annual Telecom Masterclass series.

The session that I attended was entitled “Great Staff Makes for Great Custom - Develop your staff and they will develop your business” and during his two hour presentation he shared some of the tips and tricks that they use at The Ivy to develop their team.  Some of the key points that I took away from his presentation are noted below:

  • Staff are your biggest asset so recruit the best that you can - don’t be lazy and just settle for the first person to walk through your door!!
  • Employ staff who are the right fit for your business - personality is more important than skills.  Some of the traits that they look for in a front of house staff member at The Ivy are charming, kind, thoughtful, generous, show empathy, sharers vs takers and emotional involvement.
  • Take time at the interview stage to find out something about the person - not just about their skills.
  • Invest time in training - nuture your staff and be firm but fair.  Remember how exhausting it can be for a new staff member - allow them time to absorb all the new information as well as the new atmosphere, new workmates and new customers!!
  • Sit down with your staff on a regular basis - find out how they are going - promote open communication and the sharing of ideas.
  • Remember to lead by example - while you are watching the staff you can bet they are watching you!!
  • Need to make your staff feel they matter so in turn they will make the customers feel the same - this leads to memorable dining experiences for our guests.

Thanks Fernando for an enlightening and entertaining presentation.

Useful and Informative Websites

Have noted below some useful websites I have come across recently:

Events for the Diary

  • 07 September 2010 - 2pm to 6.30pm - Hancocks Trade Tour.  Eden Park, ASB Lounge, Door 5, Entrance A - register at www.hancocks.co.nz/tour
  • 21 September 2010 - 12.30pm to 4.00pm - Our Friends At Home - Negotiants Trade Tasting.  Okahu, 18 Tamaki Drive, Orakei.  Register at www.negotiantsnz.com
  • 28 September to 30 September - HANZ Annual Conference and Awards of Excellence being held at Sky City in Auckland.  See www.hanz.org.nz for registration details.
  • 18 - 21 November 2010 - Taste of Auckland.  Another opportunity to taste some wonderful food and wine from some of Auckland’s top restaurants.  This year being held at Victoria Park - tickets on sale from 30 August - check out www.tasteofauckland.co.nz
  • 21 November 2010 - Toast Martinborough.  Tickets go on sale on Wednesday 06 October from 9am through Ticketek - sell out within 30 minutes so you have to be quick!!  Check out www.toastmartinborough.co.nz for further information

“Thank you for sharing your time and knowledge on Tuesday with the presentation; Front of House Induction.  The presentation was a great success and the feedback has been very positive and stimulating.  Once again you have made an impact as you continue to inspire those wanting to learn more about our industry.”

Marisa Bidois, Manager, Taste