by Abby Henson | 9 Jun, 2017 | Blog, Press & News
Last month we brought you our Top Tips for Management Time-Saving. This time round, we turn our attention to those people who compose nine-tenths of our workforce, team members. With over 25,000 now registered on S4Labour, it’s high time they were given some consideration. Here are our top five tips to help employees work more quickly and efficiently, maximising the time they can spend doing what they do best – delivering great service.
Proper Shift Planning
Every shift comes with functions that need to be completed to ensure its efficient running. It’s always a good idea to scope these in terms of primary, secondary, and tertiary tasks. Primary tasks, such as serving customers, must constantly be performed. Secondary tasks, like chopping lemons, should be carried out wherever possible. Tertiary duties, such as deep cleaning jobs, are to be considered at times of slower trade.
Once these tasks have been identified, all employees should be properly briefed on their responsibilities and targets for the day, as well as informed of any further information of relevance, such as special dishes or large bookings. This structured approach to shift planning will provide real returns in terms of employee focus and efficiency.
Sites should be fully set up and ready to receive customers prior to service
Effective Set-up
This should be obvious, but we still sometimes encounter managers who schedule staff to start their shifts when the doors open for the day. Not only does this mean early customers are likely to receive poor service, it can also put team members on the back foot for the rest of the shift as they juggle serving customers with completing the jobs that should have been finished before the site even opened, such as preparing outside areas and setting up the bar for service. The tasks that should be performed prior to opening will vary seasonally and by site, but rotas should always be written to allow employees to always complete them in time.
The Best Shift Leadership
Promoting efficiency across all employees requires effective shift leadership. People in shift leader roles, be they general or assistant managers, or simply more experienced employees, should be encouraged to be hands-on where required, but avoid becoming overly tied to a specific role. Think of a shift leader as the conductor of an orchestra, rather than the player of any one instrument. This will allow them to retain the big picture perspective needed to pre-empt issues and delegate tasks to others, driving efficiency throughout the team.
Site Layout
Many hospitality businesses, particularly in the pub sector, are constrained by limited space and otherwise challenging environments, but most can still make improvements to boost employee efficiency. A short journey made many times equates to a long journey, so take some time to consider the layout of your site in terms of the locations of waiter stations, ice machines, extra menus, and similar. A simple re-organisation behind the bar or on the floor can have huge cumulative efficiency savings, and your staff will thank you too!
Deployment
A core principle of our business is helping managers deploy the right number of people in the right areas of their business at the right time. Getting this right is fundamental to efficient service. Team members, both front of house and in the kitchen, will be able to work briskly but comfortably to provide great service, improving their satisfaction and motivation and giving your site a lively, pleasantly busting atmosphere.
Through analysing past data and forecasted sales, S4Labour is intuitive, user-friendly software designed to help the hospitality industry optimise staff deployment, reducing labour spend without ever compromising on service.
by Abby Henson | 17 May, 2017 | Blog, Press & News
Our industry truly has people at its heart. Paradoxically, many employees in it feel no love for the work they do.
Some studies have found employee turnover in the sector to be as high as 80%, while a 2016 report found that poor staff retention costs UK hospitality businesses £272 million a year.
It seems to stand to reason that happy, motivated staff provide customers with an experience that will make them want to return and keep putting cash in the till. Indeed, Clive Price, Managing Director of award winning Surrey-based multi-site operator Barons Pub Company, tells us, “At Barons we recognise what a valuable asset our staff are. Happy staff make happy customers and we value each and every one. Part of our company ethos is that we are ‘Passionate about People’. This refers to our own people as well as the customers we welcome every day.” Yet for many operators, keeping staff smiling is a major challenge.
It may seem obvious, but simply providing team members with recognition for a job well done can make a huge difference. But do we do it enough? With staggering three-quarters of hospitality workers surveyed in 2015 reporting, they feel their hard work sometimes goes unnoticed, the answer is clearly that we could be doing more.
A little effort can go a long way in keeping staff and customers feeling sunny
So, what more could we be doing? There are two primary aspects to employee recognition. Firstly, and most obviously, there is immediate, specific recognition for a job well done. If you spot an employee going the extra mile to deliver a special experience to a customer, just letting them know that you noticed and appreciated what they did will help them feel valued and drive them to repeat those positive behaviours. Similarly, making a point of vocally praising team members in front of their colleagues can help reinforce your message. Be sure to be fair though; being seen to be playing favourites is a path to disgruntled staff.
A further facet to shorter term, specific recognition is tangible rewards. Many larger operators offer structured rewards schemes. Clive sees the value in this, saying, “As well as offering our staff Discount Cards, we offer performance related bonuses and run an Employee of the Month competition across all our sites. The winner receives a £50 voucher to enjoy a meal on us. In addition, we run employee events such as inter-pub challenges in the form of quiz, rounders, bowling evenings and offer days out to food/drink events”.
In a smaller business, a simple gesture like buying your staff a pint at the end of a hectic Saturday night can go a long way. As the old adage goes, you’ve got to spend money to make money, and being prepared to splash a little cash in rewarding your team could bring returns many times over by allowing you to retain a happy, dedicated, efficient workforce.
The second aspect of employee recognition is a more considered, systematic approach, with an eye to longer term results. In addition to offering immediate praise for specific tasks, many successful operators also set their employees performance targets, with clear, structured processes to achieve them, and rewards provided when targets are met or exceeded. This also allows managers to have productive conversations when goals are not achieved, with an emphasis on development not criticism to drive future progress.
When setting targets as part of a systematic approach to employee recognition, it’s important to communicate your intention as clearly as possible. Are you setting a minimum requirement or an exceptional aim? Ensuring your team understand what your business is striving to achieve, and feel appreciated enough to be fully engaged with their role, is a recipe for long-term excellence.
by Abby Henson | 15 May, 2017 | Blog, Press & News
Time is always precious, but seldom more so than for managers in our industry. Tasked with balancing the business-building side of their role against the less glamorous administrative processes required to promote efficiency, for these people any opportunity to save time is a golden one. Here are our top tips on how to do just that.
Spread your Admin Time
We often speak to managers who dedicate a whole day each week, usually a Monday, to performing administrative functions. While the idea of powering through all these tasks in one session may be appealing, in reality people easily get bogged down and bored, reducing their efficiency. Spreading admin tasks across the week at times when business is slower will allow you to keep a clear, fresh mind, as well as tighten your labour spend by removing your need to be away from service all Monday.
Get a Grip on Monthly, Quarterly, and Annual Processes
From kitchen prep to line cleaning, every hospitality business has core daily and weekly tasks, that quickly become part of a smooth routine. However more occasional processes, carried out monthly, quarterly, or annually, such as P+L reviews and strategic planning, do not benefit from the efficiency of repetition. Spending some time now scoping out the months ahead in terms of the jobs that must be done and best practice for performing them will pay dividends long term in saving time and hassle. It will also ensure these tasks are given the time they deserve, meaning they are not just done, but done well.
Improve Holiday Management
With all hourly-paid employees in the UK entitled to at least 12.07% of the time they work as paid leave, particularly in larger sites, managing holidays can be a muddled minefield. Uncertainty on entitlement, questions about accrual, and having to deal with staff who are confused or dissatisfied about their right to time off can all be big drains on management time. It’s time to ditch the messy office calendar and employ a fast, efficient process for managing holiday time, including employees’ holiday requests.
S4Labour allows managers access to all the holiday data they need at the touch of a button, and employees to request holidays online, taking the irritation out of vacation.
Effective holiday management, communication, and delegation will save managers time and keep employees smiling.
Delegate to Accumulate
It’s always good to speak to managers who have the enthusiasm to take control of their business and firmly grasp control of all aspects of operations. However, we find that this can lead to managers taking on too much work for themselves, and the quality of the work slipping as a result. Delegation to assistants and trusted team members of jobs like writing rotas and counting stock – with GMs stepping back in just to sign off on the tasks when complete – can save valuable management time, with the added benefit of staff development elsewhere in the team.
Communication is King
It almost goes without saying but it’s so critical we couldn’t leave it out! Communication really is king. Ensuring you have an easy, efficient process for sharing rotas and organising team meetings will save time and energy. Even more importantly, making sure you properly communicate to staff what you want them to achieve, how you expect them to deliver that, and your aims for business development will mean employees are happy and motivated and all pulling in the same direction. This allows you to focus on those key tasks of your own that drive your business’s success.
S4Labour is the UK hospitality industry’s fastest growing labour management software. Designed by operators for operators, it helps control costs, improve service, and save management time. Call 01295 267400 or email info@cattonhospitality.com to book a free demonstration.
by Abby Henson | 12 Apr, 2017 | Blog, Press & News
This week, a survey by the Morning Advertiser revealed that a huge 64% of British families visited a pub or restaurant on last month’s Mothers’ Day.
A 2015 study by bighospitality.co.uk reported that three-quarters of families are now eating out more regularly than they were five years ago. With figures like this, it’s easy to see why savvy hospitality operators are keen to exploit the potential for maximising profits that tapping into this market can bring.
Operators in the casual dining sector often lead the way in making families feel valued and welcome, although we speak to many pub managers who are quickly catching on. Strategies like giving out crayons or colouring books on arrival can quickly bring favour with not just the kids, but parents who are likely to appreciate the relaxation and repose that will likely result from having their children entertained.
Small outlays in staff training on best practice for serving families can also lead to big rewards. Simply advising your employees to seat families close to television screens and bathrooms can make a big difference to the atmosphere in your site, encouraging customers, families or otherwise, to linger and spend more cash.
For operators whose goal is happy families, it’s also a great idea to spend some time carefully considering your food offer. Depending on the size and nature of kitchen facilities and trading style, special children’s menus may be the perfect way to broaden your appeal. Alternatively, if a specific style of food is your stock in trade, creating smaller versions of main menu dishes can satisfy parents and children alike. Inventive ways of introducing healthier options to kids’ menus will also earn plaudits from parents. It’s also wise to consider speed of service. Can your children’s options be turned around quick enough to satisfy hungry young stomachs? If not, could you offer extras like breadsticks or other nibbles to keep children happy while they wait for their meal?
However, especially for operators in the pub sector, going all out on embracing families can mean you risk alienating more traditional adult clientele. The Good Pub Guide recently reported “unruly children” as the most likely cause of negative experiences in licensed premises, and with family-led trade inherently centred on weekends and school holidays, the value of customers seeking a traditional adult-focused atmosphere should not be forgotten.
Compromise can be the best solution. Some operators choose to limit children’s access to their sites after certain times, while we speak to many more who designate certain areas, typically bars, as adults only. Strategies like these can allow the big majority of family-driven sales opportunities to be exploited, but still allow a site to retain large elements of a relaxing, adult atmosphere that may be key to optimising drink sales.
Restricting children’s access to certain areas and times is a common strategy
In our food-led pub-restaurants, the open plan layouts lend themselves to an offer that is enjoyed by all. Children can be kept away from the bar and seated at tables with easy access to bathrooms and outside areas, reducing the chance of disturbances. As such, refurbishments are not just a chance to brighten up your site, but also to think hard about how your layout can work for you and maximise the potential of your space.
Ultimately, today’s children are tomorrow’s potential best customers, so keeping them and their families happy can create valuable brand loyalty. With careful consideration, this can be done in a way that will open tomorrow’s doors without shutting windows today, maximising profits both in the short and long term and ensuring a bright future.
by Abby Henson | 12 Apr, 2017 | Blog, Press & News
With Britain basking in spring sunshine this week, it’s easy to believe summer is just around the corner. Here are our top five tips for how to make summer 2017 efficient and profitable.
Restructure the bar
The summer season brings a prime opportunity to restructure your product offer behind the bar to optimise efficiency. We speak to many operators who give disproportionate fridge space to bottled beers, but swapping the grain for grape, especially refreshing whites and roses, can be an easy summer winner. Dedicating extra space to the products you know will sell well will also reduce the need to make trips to the cellar, allowing staff more time to focus on sales and service.
Efficient summer stocking doesn’t end behind the bar. Canny operators will be ensuring their cellars and spirit cabinets are prepared for any eventuality, and with most products having a shelf life well beyond next week’s delivery, it is always better to be overstocked than left short.
Balance the menu
Getting your food offer right is often just as critical to summer season success. Light meals like salads will always sell in warm weather, but to broaden your menu’s appeal should be offset by heartier offerings. Grilled meats, pizzas, and burgers are likely bestsellers whatever the weather. Summer’s customer upsurge will be a blessing for many in our industry, but to maximise potential profits kitchens must be able to cope with demand. Creating a menu around dishes that can be prepared at speed will keep service brisk, chefs smiling, and customers coming back.
One of our pizzas at the George at Backwell – a surefire summer winner
Perfect staffing levels
There is a delicate balance to be struck with summer staffing. Most sites will take on additional bodies to deal with increased customer numbers without sacrificing service, but going too far in the other direction can lead to uncontrolled labour spend or staff disgruntled with reduced hours. Analysing past years’ sales data to accurately predict the staffing levels needed will help you avoid these pitfalls.
Re-recruit seasonal staff
Training new employees takes time and money, so real efficiency savings can be gained by re-hiring seasonal employees. University students are an asset as they will become available just as the busy summer season begins and will be returning to their studies in the autumn when trade tails off. If you are not lucky enough to currently be able to re-hire past employees, recruiting people who are willing to return next year is a move you’ll be glad you made in twelve months’ time.
Get the routine change right early
Running an efficient site through the summer months is a different beast to the rest of the year. Factors like mobile tills, tidying gardens, and sunglasses for staff suddenly become pertinent, and without effective planning can leave you stung. It may only be April, but with the mercury already rising fast it is by no means too soon to start working on the processes that will maximise productivity through the season’s peak. Embedding these habits now and ironing out any issues will allow you to focus on maximising your summer offer when the season starts in earnest.
by Abby Henson | 15 Mar, 2017 | Blog, Press & News
It’s a stretch to say that summer is just around the corner, but the days are getting longer, the weather’s getting warmer, and spring’s first daffodils are here. In the hospitality industry, however, there is rarely time to stop and smell the flowers. Smart operators are already turning their attention to the challenges and opportunities that the season can bring in terms of staffing, site layout, and offer.
Staffing
Summer will bring an upsurge in custom for the vast majority of sites in the industry and therefore a wonderful chance to drive sales. To maximise this opportunity, it can be crucial to get staffing levels right. This will help deliver the quality service that keeps customers coming back all year round, as well as mitigate against the costly missed sales that can come from being understaffed.
Many managers will look to take on new employees to help them through the busy months ahead, but it can be difficult to attract quality staff in the short term. University students can be a great option. Often, they finish exams in May and will not return to their studies before well into September. This gives them time to be properly trained before the summer’s peak in July and August. Happily, at the end of the party when the weather starts to cool and trade starts to slow, they will return to university and release pressure on your wage budget. Employing students also has the likely benefit of the opportunity to re-hire the same people several years running, saving time and money on training.
Students can make ideal summer staff
Now is also a good time to think about the composition of your staff in terms of part and full time team members. Sites where business peaks significantly on weekends will reap the rewards of having primarily part time staff who are happy to work a couple of shifts a week. Locations like city centre pubs that are likely to have steady footfall, especially when the sun is out, may find that having a well-drilled corps of full-time workers will help them optimise both service and sales.
Offer
The seasons drive consumer trends, and customers will expect a very different food and drink offer in June and July than January and February. A challenge for operators is to match the demand for summer dishes without overburdening the kitchen. A radical menu change is rarely a good idea. A simple but effective food offering based around summer classics like salads, barbequed meat, and seafood is a likely winner. Additionally, the warm weather brings a golden opportunity to upsell deserts like ice cream, Eton Mess, and strawberries and cream.
Drinks tastes also change with the weather, and sites can benefit from serving easy-drinking golden ales, more white and rosé wines, and summer cocktails. However, to get the most out of their summer drinks offer, managers must be savvy enough to resist the temptation to stock products that might not sell in bulk. 2017 is tipped to be the year of tequila, and summer partying will bring a spike in sales. But if your business caters to a more traditional clientele, such trends may be best avoided. There’s no point buying in an expensive premium bottle if it’s going to spend the next year on your shelf gathering dust.
Site Layout
This year’s late Easter will herald the start of the summer season in earnest, especially if the weather is kind. The four-day weekend is likely to see beer gardens and outside seating areas given their first serious use, so it’s crucial to have them all set and ready for business. This means grass should be neatly mowed and furniture clean and repaired after any winter damage, as well as laid out in a way that optimises access and maximises the number of outdoor covers. Well-placed outdoor advertising can also be a great way to keep customers informed and drive sales.
Whether big sporting events are a blessing or a curse for your business, with no major football tournament or Olympics, arranging the interior of your site to cater for sports fans is likely to be less of a priority this summer. However, the summer months are second only to Christmas in terms of the demand for high-cover social eating and drinking, so arranging your site to comfortably accommodate large groups is likely to be a shrewd move.
The living may not be easy this summer time, but with effective prior planning across all areas of your business, it can certainly be profitable.
Featured image created by Katemangostar – Freepik.com
