Chase LeBlanc is the founder and CEO of Leadagers, LLC, and is a hospitality management performance coach with more than 25 years of experience. He is also the author of High Impact Hospitality: Upgrade Your Purpose, Performance and Profits!
W.A. Asks... “I’m the executive chef at a large Northeastern hotel. I was recently asked by our GM to hire the son of a local politician; our GM and the politician are very good friends. The kid just graduated from culinary school but doesn’t have any real-world kitchen experience. He’s making rookie mistakes with our menus and irritating the rest of our staff with his outspoken opinions. I wanted to fire him after his first week, but I can’t do that without putting my own job on the line for obvious reasons. Now, our staff morale is low, and I
R. B. FROM NEW YORK... I’m a purchasing director at a large, full-service hotel in the northeast. I recently went on vacation for a week and left the purchasing duties to my assistant, who has been with me for about a year. When I returned, I noticed two mystery skids of alcohol in our storeroom. One had several cases of blackberry brandy; the other was piled high with cases of Lambrusco. Neither item is on any menu at the hotel. When I asked my assistant what happened, he said our liquor salesperson had a great deal for us and that
J.T. ASKS... I’m the F&B director at a large convention hotel in the Northwest. I’ve gone through three F&B storeroom supervisors in the past year. All of them were fired for stealing food and/or liquor from the storeroom after being caught on our storeroom camera. I figure when I hire someone they understand theft is wrong and that there are consequences. Unfortunately, the position pays very little, and I’m sure the employees feel entitled to the F&B as a perq to augment their low wages; it’s definitely a temptation. What can I do while I’m training them to emphasize that
In the first three parts of our Mustering Moxie series, we looked at how the roles of Trustee, Catalyst, and GOAT reap rewards. Let’s move right on to our next chart-toppers. 4. Increase your value by being a translator Knowing more than one language in a global economy is highly valuable. However, I’m referring to the ability to distill matters to their essence and then communicate the message to other people in such a way they can easily grasp and respond. I suppose, to some degree, the simple act of being heard or seen does count in any culture of
Moxie is an old-fashioned word, but a solid display of chops or savvy will never go out of style. If you strengthen your moxie capabilities, you will exponentially increase your value in the world of work. In our next few columns, we will be offering moxie opportunities that should parallel your “hard skills” development. Relax, none of these requires a college degree. Previously, we looked at the importance of establishing moxie in the form of showing that you can be trusted to make things better in some way. Here we are adding to the list of short-in-supply but high-in-demand hospitality
There is a common theme among employees in the hospitality organization setting. Faster than most would imagine, a single, career-related question becomes uppermost in one’s mind. The million-dollar question inevitably becomes, “How can I make more money?” If you are seeking a substantial increase in your pay, it is most practical to develop transferable skills that are highly valued by the people who provide bigger paychecks. The goal should be to create an intersection between what they desire and what you can deliver. Money-Makin’ Moxie Moxie is an old fashioned word, but a solid display of chops or savvy will
There is a movement of sorts upon us. Perhaps you have noticed it in your travels. In numerous hospitality businesses, there is an ever increasing number of saboteurs. You might leap to mental images of individuals behind enemy lines wreaking havoc, acts of espionage, or cyber hacking. But no, these are people or systems that work “for you” and are not-so-silently undoing your brand. You may have encountered the “short-arm syndrome” when an overly demonstrative pseudo-friend/ unclaimed relative flails unsuccessfully at a group dinner check. Short-Armed Saboteurs As next in line at a busy branded coffee shop attached to a
Knowledge is like cheese; some types stay edible for a long time, and some quickly turn too “funkified” to use. My question for F&B friends is: what are you doing to “label-date and rotate” your approach, knowledge, and skills? Are you staying close? Do you subscribe to industry trade publications, frequent industry trade shows, or follow industry bloggers, RSS feeds, or podcasts? Do you belong to industry groups and participate in industry conversations? We all know that you can’t catch any fresh trout or fresh ideas if you’re not close to the stream. Are you staying speedy? If you don’t
Baseball, at all levels, takes a very serious (fanatical?) approach when tracking, measuring, and quantifying. In baseball you’ll find categories for RBI, HR, BA, ERA, saves, wins, and many other metrics of the game. If you’re in the F&B business you’d be well served to watch (like a hawk) your ROI, ROA, EBITDA, SpSqF, comps, “saves,” “wins,” and other business metrics. In baseball, I’ve always been most intrigued by the rarity of a “five-tool” player. A five-tool player is thought to excel in all the skills necessary to become an elite player. As you might imagine, these skills include hitting
In the September 2017 issue,it's Hotel F&B's Meetings & Events issue, which features an oral history of Marriott's Innovation Lab as well the award winning wine program at the Walt Disney World's Swan and Dolphin Resort.