Ok, so your turn-over is not bad, maybe even good, but you’re still not making good money? A successful hospitality business is more than a shop that sells food and beverage. The decision to open a hospitality business is very exciting; especially when you’re creative and talented. You come up with a great idea, you [...]
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So far James O'Connell has created 36 blog entries.
Open Book Management (OBM) is about sharing business information with employees. It’s about creating a connection through a sense of ownership and responsibility from everyone on your team. For 20 years now, I’ve been highlighting the importance of OBM. For most of my clients it’s a challenging idea, because: They never experienced OBM in their [...]
‘Equity’ refers to the value of your business and acts as a key value metric for your business. As the Industry faces employee shortages, it’s important to measure and improve your ‘employee equity.’ Two strong indicators of excellent ‘employee equity’ are low turnover and high productivity. The best hospitality businesses have low employee turnover rates [...]
If you have been following my blogs over recent weeks, you will know that I’m a bit fired up. It’s all very well reading about best practice, studying theory and seeing the disconnect between the ideal and what is experienced, but to experience best practice first-hand in a sustained and powerful fashion is a different [...]
To become and remain an ‘institution’ since 1994, in a market as competitive as New York, means that Gramercy Tavern must have ‘something’ special. The challenge is to remain a New York institution. Gramercy Tavern must ‘re-present’ every day to taste-buds, the moodiest of the senses, and irrespective of culture-vulture pedigree or lack of foodie-sophistication, [...]
Part 1 - Getting Personal We are all vulnerable to moments of prejudice or at least a set of default expectations. I’m ashamed to admit that I expected brasher leaders amongst the ranks of the Union Square Hospitality Group; after all this is New York. I certainly didn’t expect to be moved by gentle, and [...]
Over the last couple of weeks, I have been blessed to experience the hospitality of the famously successful Union Square Hospitality Group (USHG). It’s been one of the most rewarding professional, and personal, experiences of my life. The USHG have been what some call ‘cultural hackers’ – the sort of influencers that create change; leaders [...]
This week at the Restaurant Association of New Zealand (RANZ) annual Summit, the Managing Director of Salt & Pepper PR Jen Boyes delivered a helpful presentation on the NOTs and WHATs to do in response to a public relations crisis. She unforgettably illustrated her point using the 2015 Chipotle Norovirus outbreak and CEO Steve Ells’ [...]
Never say ‘goodbye’, or even ‘see you next time’ … always keep in touch. We stay in hotels, motels and B&B's all over the country every year, and the only place we hear from is the Hilton (Queenstown). The Hilton chain has one of the largest systemised loyalty programmes in the world - they know [...]
One of the many life lessons that eventually penetrates once you are over 40 is no matter what the problem is it pays to always ask the person in the mirror first – which partially explains why Mr Hospitality spends so much time looking in the mirror. This week, we’ve been doing a bit of [...]