Hospitality

How Passion4Hospitality can shape your career

Here’s a little feel-good story worth sharing about a Management Graduate with a promising future in the world of hospitality. We finally said Hello at SkillsLondon when we both represented

BaxterStorey

in our roles as Springboard Ambassadors 

(see picture)

. 

Full Article Here:

https://www.instituteofhospitality.org/news/2013/december/simrian_kaur

"Participating in the Institute of Hospitality's P4H Student Debating Competition and Careers Forum led to Simrian Kaur finding a job that she really loves.
Having worked all through university, Simrian had a choice of more than one graduate position…"

Simrian Kaur and Thomas Kilroy: Meeting at the P4H debate led to an exciting new job opportunity...

If you are a student or (or even a lecturer) in the field of Hospitality, I can only urge you to get a team signed up. This is a fantastic opportunity to demonstrate your leadership potential… and who knows what doors you might open?

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Five great nuggets of advice to kickstart your career.

Last week I joined a number of Oxford Brookes University alumni to share our career experiences with an audience of management graduate students. All of my co-panellists spoke eloquently about their transition from study to employment and the myriad of opportunities they encountered along the way. 

 In doing so, each had a little nugget or two of advice to offer the students setting out on their career paths of the future. Here are five worth considering:

 1) Find the job you would do for free and build a career around it. 
I wrote a broader post about how to figure this out here. Starting out I just wanted to be a chef, but that lead to patisserie, then to restaurants, then to cooking demonstrations and TV, then consultancy, then management, then marketing, then social media and here we are. Back to you. Although the scenery may have changed, my vehicle was always hospitality and it was fueled by my desire to create great guest experiences. And guess what? I do it at home for free when we throw a dinner party.

2) Travel, learn a language and immerse yourself in other cultures.
Immerse yourself in other cultures
Try and do this while you are young and independent, because later in your career you will be swayed by other commitments which will talk you out of it. And why is this experience so important? At some stage you will be required to lead a team and understanding how we communicate will be fundamental in getting the best from your team. As Peter Drucker once said "Culture eats strategy for breakfast". You can put all the plans you like in place, but if the culture of your team, company or customers are not aligned with that plan, then you are setting yourself up for failure. Talking of which..

 3) Embrace failure, learn from it and move on quickly.
We all have setbacks in our lives, but it is how we react and deal with them that sets us apart. If you can demonstrate your ability to bounce back from failure, you will show up on the radar of senior management or investors. Many, if not all of the greatest business leaders have been through some form of life changing setback which made them stronger and more measured as a result. Did you know Richard Branson has dyslexia? There's a fascinating article about some famous adversities here.

 4) Be yourself, but bring your 'A' game.
Nobody is as well reahearsed at being unique as you are. If you're still trying to figure out certain aspects of who you want to be, don't worry. Most people are. Try and work with people you respect, learn about people you admire and don't be afraid to emulate their mannerisms, behaviours and thinking. However at some point you have to arrive at the person YOU ARE. When that day comes, you will have gained a huge advantage on many of your colleagues and competitors. (Bonus tip: also don't forget you can learn from the people you dislike about the kind of person you DON'T want to be. An equally important distinction.) As for your 'A' game - that simply means work hard, play hard. Make sure however that you know the distinction, because confusing the two is where most of the energy will be sucked out of your career on that ladder to success.


5) Don't underestimate loyalty, respect and determination.
These should be qualities you display and qualities you seek out in the people you work with. Sometimes you are faced with making a decision where you might appear to be letting someone down (leaving a job, re-locating, turning down a promotion etc). But if the overriding verdict was out of loyalty or respect for someone else, or as part of your determination to grow as a person or leader, then the other party will respect the outcome. A simple question to evaluate this thought process is to ask yourself: Is this the best I can do? Business leaders know they can teach tasks, duties and processes, but they can't 'teach' integrity. That comes built in as part of your character. Bring that as part of your 'A' Game and the road will rise to meet your journey.
These are just five. If you have any other qualities, characteristics or nuggets of advice to offer someone starting out in their career, please take a minute to write a small comment below. Who knows how inspirational that might be to someone.
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A simple question to help you find your dream job.

Last week I put a simple question to an audience of 150 management graduates at Oxford Brookes University during their annual 'Focus on Careers' event. For me, it is one of the most powerful ways to evaluate your career and life goals, and since the answer constantly changes as our dreams and aspirations do, it is worth revisiting every now and then whether you are starting out, stuck in a rut or responding to changes of circumstance.

"If you couldn't believe you were being paid to do a job - a job you loved doing so much you would do it for free - what job would that be?"


This conundrum was first put to me a couple of years ago by BaxterStorey's Director of Sales, Simon Esner, who was my business mentor at the time. It was a proud moment to see Simon being crowned UK Sales Director of the Year in the National Sales Awards last week, so for me he embodies the very notion of what it means to have that elusive 'dream job'.

The question caught me off-guard at the time and consequently my answer to him was not a wholly satisfactory one, but not for the reasons you might think. The truth is I've had all of those jobs. The so-called dream job has been ticked off my list so many times, it's ridiculous. In any case, it was for this reason I had sought out his advice in the first place. Over the last three years I have been on a personal journey of introspection to find that elusive next one - the one job I'd do for free if money was no object! - and I needed his help in uncovering what it might be.

Of course you might be wondering why so many, if each one was such a so-called dream job. The thing I've learned about landing a dream job is that it's the journey to get there that makes it special, not the destination. Every time I felt I had 'arrived' (perhaps even getting slightly too comfortable in the role), I knew it was time to dream up another and go chase that. 

As I looked out across my audience, I couldn't help but notice the sheer abundance of potential that illuminated those fresh-faced management graduates. Each of them no doubt has a compelling idea of what their road to success might look like, but many will face setbacks and disappointments along the way. When (not if) this happens, they will feel the worst possible frustration, but I have found that these situations arise to point us towards new avenues of opportunity. And very often we find ourselves in a far more exciting place than if we'd planned for it.
Networking with some great people during the 'Focus on Careers' event at Oxford Brookes University

So consider again the question: if money was no object, what job would you do to fill your day?

If you think of a compass as showing you true North, then your answer to this simple evaluation will point you toward your true happiness and long term success. I've recently landed my new 'Dream Job' and can't wait to get started.

 If you are doing what you feel is your dream job, please share your story in the comments below. If you're still looking, then I wish you every success in finding it and hope you can appreciate and enjoy the journey it takes you on. 
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Interview: Custard meets… a Kilroy perspective on events.

With the Christmas Season almost in full swing, here's a few event planning tips for chefs and entrepreneurs which 

Custard Communications kindly 

featured in their newsletter recently.

Custard meets…Thomas Kilroy, general manager for BaxterStorey at Oxford University

Every step you take to eliminate confusion during an event is a step towards success.

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Is your marketing strategy in your employee's pocket?

In case you're wondering why I believe Social Business to be absolutely crucial to your marketing strategy, just think about this: In the very near future (think months), Social Business will just be referred to as Business, simply because everyone will be doing it as a normal course of their communication strategy.

 Apple's iPhone is a great example to illustrate what I mean.
Steve Jobs was laughed at for predicting the end of physical buttons back in 2007.

When it first came out, the handset was referred to by the industry as a 'Smartphone'. As more competitors rushed to catch up, the smartphone became more universal. Along with Samsung Galaxy's, Nokias and Androids, today they are just referred to as 'phones'. (Funnily enough the old style mobiles are now called 'Feature Phones'. How ironic.)

 Don't believe me?...


Today, most phones sold in the UK look like this:

So what does all this mean for your business? Well just remember that pretty much every chef, every waiter and every manager in your business has one of these in their pocket. 

 As do most of your customers. 

 Now THAT is a massive opportunity that Social Networking can give your business. You can't run from it, so you'd better embrace it before everyone else does.

 What are you waiting for?

What has the Institute ever done for us?

A rather flippant title which paraphrases the old Monty Python scene in Life of Brian, but it underlines my basic premise here that you only get out of something what you put in.
Although I only joined earlier this year, the Institute of Hospitality has been a little bit of a revelation for me. The networking opportunities, the chance to discuss and share industry trends and business latest with like-minded professionals and ultimately, having a forum where I can put something back into the industry, are some of the main reasons why I enjoy being a member. In short, it's that satisfaction of being part of something really worthwhile that counts and I happen to like what the Institute of Hospitality stands for and the people it represents.

But not all members are made in the same mould and I suspect there are one or two who begrudgingly fire off the annual cheque and wonder what good it has done them beyond a quarterly magazine and a shiny plastic card in the post. From one end of the year to the next, they shy away from attending events or spreading the Insitute's message. Whether or not they can be encouraged to participate more, I'm not sure. I guess at least they are sending in a cheque. And I know that it is gratefully received, so please keep doing that.

With this in mind, I was very interested at the Annual Lunch to hear two or three different conversations on the challenge of attracting new members. As an organisation, the Institute has a lot to offer, but I have a feeling that not too many people in the wider industry are aware of what it is or what it sets out to achieve. People who don't have the words Hotel or Director on their business cards for example. Or don't even have business cards for that matter. Although from what I have seen, this does look set to change with some renewed energy.

Now, if you’re not a member and wondering what it is the Institute does, then go to their website here and have a look. It’s a professional body that offers training resources, industry guidance, personal development and the most fantastic networking opportunities imaginable to really boost your career prospects, business credentials and industry profile.  Whether you are a student (especially if you are a student!), a manager or an entrepreneur, I would urge you to consider becoming a member. And if you’re still not convinced, then give them a call to see if there is an event happening near you. Go along and see what you think. And whatever you do, make sure you follow them on Twitter (@IoH_Online).

If however, you are currently a Member or Fellow of the Institute reading this, don’t pat yourself on the back too soon, because (upstart that I am) I have a challenge for you. Why not pay it forward? I am sure you have been rewarded by your membership over the years, but the Institute needs new members and revitalised energy in the pipeline. Why not pick out an aspiring and talented younger member within your team and reward them by sponsoring their first year’s membership fee. Get them involved, get them motivated and get them talking about the Institute’s good work. That small contribution could make such a big difference to the future of the Institute. More importantly, it could make a profoundly big difference in the future of their lives.

It’s what you put in that determines what you get out. So perhaps the title of my post should have been ‘What have you done for the Institute lately’?

Setting tables to setting standards: the Hospitality Assured lunch

A nicely weighted envelope arrived on my desk a few weeks ago. A rare thing in this digital age. In it was a very nice note from Peter Ducker FIH, the Chief Executive of the Institute of Hospitality, inviting me to the Institute’s Annual Lunch at The Lancaster Hotel on the 29th of May. He said it was in recognition of my contribution as a judge at the Passion4Hospitality Student Debate. In any case a very unexpected, if pleasant surprise for which I am most grateful.
At last the day arrived and on a grey overcast morning in London, I ventured in and took my seat at the Annual General Meeting which was convened an hour before lunch. Although attendance to this is not obligatory, I was keen to get a better understanding of the Institute and the committee members who have shaped it into what it is today. I did find the proceedings very formal, almost to the point of sedentary, but I suspect this belies the hard work and debate that goes on behind the scenes. Certainly it gave me a snapshot of the institute’s challenges and opportunities ahead. In business-like manner the Agenda was judiciously dispensed, proposals were seconded and as lunch loomed, the ayes eventually had it. ‘No scandal’, quipped one member as we got up from our seats.


Peter Ducker FIH

At the pre-lunch reception we were greeted by very friendly service staff proffering Champagne and delicate little canapés. What a great first impression. Catching up with old friends and making new ones is always a highlight on such occasions. Eventually as the chatter became more animated (Champagne does that, I find), our Toastmaster reassuringly announced that Lunch was now served. Finding my table, it was only when I got introduced to my fellow diners that I began to realise the sheer breadth of talent that turned out to celebrate our industry on this occasion. Sitting next to me for example, was Anna-Marie Dowling, the General Manager of the Sofitel Hotel at Heathrow Terminal 5. She oversees a massively busy operation with her team of 390 staff. Just last week they had an unexpected influx of 600 air passengers left stranded as a result of the runways being closed. The hotel was already full, so that was quiet a challenge.

Superb food at The Lancaster

The food at The Lancaster was absolutely superb and only matched by the super-friendly and efficient service. Only later, we found out we had been ‘guinea pigs’ as part of an elaborate initiative to include other ‘non F&B’ departments from around the hotel in the service of our meal that day. So HR, payroll and the other department heads stood shoulder to shoulder with the waiters and waitresses. This was a great team-building exercise and for the Hotel and a chance to showcase their Hospitality Assured values for which they were to win an award later in the proceedings. Speeches were made between courses with the grand finale of the annual Hospitality Assured awards being announced before we had pudding (as we call it here in Oxford). You can read all about the winners here. The people in those operations are certainly a credit to this industry.

Overall, the event was a huge success and the team at the Institute can all feel very proud of a job well done. It was great being in the company of such passionate people and I enjoyed listening to some very different perspectives. What a great boost to morale knowing the industry attracts people like these into it. Funny, now I think about it: a Hospitality Assured lunch to illustrate how the future of Hospitality is indeed assured.


The Winners of the 2013 Hospitality Assured Awards.

If you want to know more about joining the Institute of Hospitality then please call 0208 661 4927 or email membership@instituteofhospitality.org. 
And why not rise to the challenge of gaining the Hospitality Assured accreditation. As someone who has been through the process, I know firsthand that in striving to meet the criteria required, you and your business will benefit in ways that might surprise you.

Nine inspiring quotes from Springboard Ambassadors

Thinking about those two days with my BaxterStorey colleagues while we were training to be Springboard Ambassadors, I can't help but be inspired by some of the things they said during their presentations. Here's a few of my favourites:

Presenting to a group of women returning to the world of work:
"Leaving my son with someone else to care for him while I returned to work was one of the hardest things I've ever had to do. But I wanted to do the best for him and I needed to continue my career. Soon after joining BaxterStorey, I began to feel valued for being me and not just because a nappy needed changing."

Presenting to a group of 16 year olds:
"As a young lad walking into a kitchen for the first time, I was feeling very nervous. A Sous Chef came over and introduced himself with a firm handshake. We went on to become lifelong friends and he was best man at my wedding."

Presenting to a group of 16 year olds:
"I joined BaxterStorey as an assistant serving coffees. Seven years later I am a Manager in a prestigious law firm in charge of a team of 20 staff."

Presenting to a group of 16 year olds:
"We'll dress you, we'll feed you, we'll pay you. All we ask is that you turn up with bags of enthusiasm and we'll teach you the rest."

Presenting to a group of women returning to the world of work:
"I know as mothers and ladies you are multi-taskers who will do anything for your children and your families. You make them tea or coffee, you give them a cookie and you clear up after them. If you can do that, then I know you will be excellent at Hospitality."

 Presenting to group of unemployed people at a job centre:
"For me, this was the first job I had where I didn't feel like a number. We called our new payroll system 'People Matters' because to us, people matter."

Presenting to a group of women returning to the world of work:
"When I re-visit a unit or site where I've helped out before, I am welcomed back with hugs from the team. It's like being part of a family."

Presenting to a group of 15 year olds at school:
"You might prefer to be revising for that dreaded exam coming up. Or maybe you want to put that off for as long as possible so you came to hear me. Well, if you give me 10 minutes of your time, it just might change your life."

Presenting to a group of undergraduates in their final year of college:
"Why do so many great companies choose BaxterStorey to provide their catering? Because I believe you get out what you put in. And we cook amazing food. Food for intelligence. Food for performance. Food for health and wellbeing. The recipe for our success is very simple. And you can be part of that."

So many great reasons to get into Hospitality. For me, it took only one and it has rewarded me ever since.

Shared Excellency, Springboard Ambassadors

Over the last few months, I have been mulling over how best to use my talent and passion for this industry to somehow 'give something back'. After sounding out some ideas, I was delighted to get an email saying that BaxterStorey was committed to recruiting a number of Springboard Ambassadors from within our business across the UK who could support some initiatives such as National Waiters Day and spread the word about what we do best and the Hospitality sector in general. That seemed like just the ticket for me and promptly signed up for the two days training on offer.
Springboard Ambassadors: (L-R) Scott, Cynthia, Renaud, Joanna, Ewa, Hannah, Kevin, David

Finally, on Tuesday morning we arrived at the gorgeous Blue Fin Building in Southwark. I guess one of the advantages of catering for some of the most prestigious companies in the UK is that you get to visit some stunning venues for your meetings and training. It was great to catch up with my friend (and fellow alumni from the Leadership Academy) Hannah who had travelled down from Nottingham. She's now expecting a baby. Luck girl. Meeting new colleagues within the business is always special and this was no different. Renaud for example was a very suave Frenchman who coaches kid's football on the weekends and David who is a part-time Police Community Support Officer go some way to demonstrating the calibre of professionalism in this roomful of Springboard Ambassadors-in-waiting.

Eventually Eileen, our warm and friendly trainer for the next two days, began the session with two simple questions: Who is our audience? and What effectively 'float's their boat'? If you identify those two aspects at the outset, you will build a very absorbing presentation that will really engage your audience. As Springboard Ambassadors, our target audience groups could be 15 and 16-year-old school children; unemployed people at a job centre; women returning to the world of work or perhaps undergraduates in their final year of college. Each group will be looking for different motivators. For example, friendship and feeling valued will appeal to women returning to work (very much part of our ethos by the way), whereas the potential to meet or look after celebrities might appeal to school leavers. (Some might laugh at that idea, but I still find that to be a huge attraction within this industry and was very honoured to be looking after the Prime Minister a couple of weeks ago.)

During that first day, we had to make a five minute presentation to the group with Eileen giving us feedback, encouragement and guidance on areas of improvement. It was amazing to see nine totally different presentations based around just one set of audience/objectives criteria. Then we were given the dreaded homework: our task was to put together a ten minute presentation aimed at a different sector to be delivered to the group on Day Two. I don't like commuting if I can help it, but on this occasion I was happy to work on my slide deck during the two hour bus ride home and and again on the way back in the next morning. By the time I arrived back in that room, I felt I had something reasonably presentable.

One by one, my colleagues got up and made hugely compelling presentations that reminded me time and again of all the good things we do as a company and what our industry has to offer on the whole. Kevin for example described how he had considered being a van driver when he was leaving school, but his father counceled against it with the immortal phrase: You've heard people say; 'He's a great Chef', but who's ever said; 'He's a great van driver!'?

With this in mind, Kevin went on to catering college, but found he preferred the role of Waiter instead of cooking. Working his way up the career ladder, he now looks after the Executive Dining Rooms within the headquarters of a very large bank. And then Kevin said something very powerful.... "When the Chief Executive of the Bank is sitting down to lunch, he needs to present an image of responsibility and care on behalf of the Bank. Therefore the manner in which the lunch is served must reflect that. During those few minutes, the waiter presents the image the bank wants to convey to those guests. Professional and caring." Now that carries a lot of responsibility.

Eventually, we finished up our course and set off back home with aspirations of encouraging lots of new people to join our great sector. My enduring thought for anyone considering a career in Hospitality, is to remember Kevin's story. He chose to be a Waiter who delivers a great guest experience every day instead of just a van driver who simply makes deliveries. That's a journey worth taking.



If you want to get involved in volunteering as a Springboard Ambassador, contact Kerry Mabbley, Head of Ambassadors at Springboard UK on 07916 758775 or email her: kerrym@springboarduk.org.uk.

Travelodge CEO recently interviewed: My 3 observations.

There's a great video interview in BigHospitality with Chief Executive Grant Hearn about how Travelodge plans to put some turbulent times behind them following a recent debt restructure. You can read the article and view the video in full by clicking here.
Travelodge CEO Grant Hearn has king-size plans for the chain

I appreciate it's a business focused interview aimed at the hospitality sector, but here are my three main observations on that particular interview:

  • Mr. Hearn mentions Premier Inn within the first minute 22 seconds of beginning his interview and goes on to discuss the focus that exists on that rivalry. 
There is a focus on that rivalry, but I suspect none more so than in his own Boardroom. And that's fine behind closed doors, but publicly you have to wonder why is the Travelodge CEO giving so much oxygen to his rival's brand? As a potential customer, I am reading an article about Travelodge, given by the Travelodge CEO and guess what? Premier Inn gets a mention even in the headline. That's gotta hurt.

  • He goes on to state that Food and Drink sales are not central to the business plan as they represent "only about £30m" in revenues out of £400m in total. In a nutshell he says; "What's important about food and drink to me is actually... selling rooms." 
Again, as a potential customer, it leaves me wondering how good the food offer actually is if it doesn't appear a priority for the top man in the job? Or to look at it another way, is that kind of statement going to motivate all those bartenders, service staff and chefs on payroll now required to raise their game if Travelodge are to compete with 'those other guys'?

  • There was mention of a new bedroom design. I had to play it a couple of times to catch it, but there it was in the last line of the article and referred to just once by Grant in the video interview itself. 
This may simply have been down to editing, but what a missed opportunity for the CEO (the main brand ambassador of the company) to talk more about these exciting new changes within Travelodge and how they will benefit future customers. He could have then clearly articulated the company's renewed focus on great food, drinks and service from the fantastic people working within the group. 

Of course, Mr. Hearn did say all those things. But, to paraphrase the old Morecambe & Wise gag, not necessarily in the right order. I guess he forgot to take off his CEO Strategy hat and put on his Brand PR hat for a few minutes. 

 Within the boardroom, it is perfectly acceptable to talk about product, offer, ROI, strategy and even Premier Inn. In public however, surely the soundbites should be about customer innovation, service excellence, the brand experience and team spirit. Travelodge staff deserve to hear it from leadership, their competitors should start to fear it and most importantly their customers really need to believe it.
Getting out of the Boardroom to focus on bedrooms.

 As it happens The Telegraph made a much better job of selling the virtues of that new room design with those impressive king-sized beds. I urge you to read it here to get the full picture of Travelodge's business roadmap ahead. It does sound exciting.

 I wish Grant Hearn and all the team at Travelodge every success in rolling out this new phase. The financial restructure was a risky piece of business that seems to have been pulled off successfully. This should give the group a sure footing during these continued turbulent months and years ahead.

Savoy Lecture: Our country needs us to be strong

What a great evening at The Savoy Hotel last night. As expected the service was impeccable, the food delicious (Oreo Cheesecake, who knew?) and the conversation very stimulating. After checking in coats and checking out some familiar names, we were ushered into the imposing ballroom. Recently refurbished, it was set out theatre-style with regimented rows of chairs facing one solitary lectern that loomed over them from the stage above, rather like a general facing his troops.

Naturally the BaxterStorey clan congregated and welcomed one another in from the bitter cold. As we chatted we caught ourselves stealing a glance now and then across the room towards our Chairman who was sat quietly near the front collecting his thoughts. With the atmosphere building, there was definitely a swelling sense of pride in our group, but this was tempered with nervousness as we willed our man at the helm to go out there and show these people just why he commands such loyalty and respect from the 10,000 strong team in his organisation. 


As the people-watching continued, we took our seats…. “That’s Alastair’s Sales Director talking to him just now..” said one prominent CEO nearby in a whisper to his wide-eyed young companion. I won’t repeat what he said to her next, but let’s just call it professional envy. Let’s face it, if we’re not irritating our competitors in the sales arena, then we’re doing it wrong.
The Lectern looms large as Alastair takes a call before the Arena Savoy Lecture. 

Up first was Jan Matthews, Chairman of Arena, who called the distinguished gathering to order and made the brief introduction of our speaker for the evening. Etiquette over necessity I imagine, but it helps to set the tone. Finally, as his name was called out, Alastair rose to his feet to thunderous applause and gingerly climbed the few steps onto the stage. His big moment was upon him and in that rich Aberdonian accent which we have come to appreciate, he opened with his trademark quip “I love this business”. And boy does he mean it when he says that phrase.

Now you might recall in my previous piece that I was looking forward to seeing 'how' he delivered almost as much as 'what' he delivered and I found his presentation to be a masterclass in remaining calm and assured despite the overwhelming nature of the occasion. Yes he did appear slightly flushed which I put down to the humility in his character (personally, I’d be beetroot red by now), but his composure quickly took shape and within a couple of minutes we found ourselves being invited into and challenged by his vision for the future of our industry. 

It’s easy to dwell on the meteoric rise and astronomical success of WSH Ltd’s track record over the last ten years, but instead he focused on a couple of proposals, or challenges perhaps, that he put to his audience of “friends, colleagues and competitors”. Each was a rallying call, not only to this esteemed audience, but to the wider industry as a whole:

  • He urged us to support our farmers and artisans through ethical procurement and a sustainable supply chain, even if it means paying more. And yes, he referred to the culprits of the recent horsemeat scandal as ‘fraudsters’. 
  • Given the mammoth contribution, totalling 8.5% of annual GDP, of our industry as a whole (from airlines to public sector to contract catering) we should command much more bargaining power in the political arena. Supporting the BHA will help achieve this rather than reinventing the wheel. 
  • He laid bare his "burning desire" to make Front of House service a more attractive proposition to our young talent - in the same way Chefs have done with cooking.
Janie Stamford at the Caterer and Hotelkeeper has picked up these points in more detail here.


In conclusion to a very thought-provoking and inspirational message, he left us with these impassioned words:
“Our country NEEDS us to be strong. 
NEEDS us to be ambitious. 
NEEDS us to be good employers. 
To be great trainers. 
To search for excellence. 
To care about our farmers and our producers. 
If we can rally around this concept, we can work together to articulate the many concepts that will make it a reality. 
As business leaders, you know that the initiative can only come from us.”
Long after the applause had died down, the discussion continued in the bar and over a sumptuous dinner afterwards. At one point I found myself reflecting on those words and I couldn’t help but notice the flawless service of our meal in that great room at The Savoy. The professionalism of the young staff serving at our table simply exemplified the very thing that Alastair was trying to articulate in his lecture. I believe his vision for the future of service was present in that room last night. And it will be tonight. And tomorrow night, whomever the guests might be. Getting school children, young people and Ministers to understand that is where the real work lays ahead. And that’s a journey full of opportunity. 

Congratulations Alastair on a truly inspiring lecture, thank you Arena for a memorable event, and thank you to The Savoy Hotel for reminding us of why we got into Hospitality in the first place. I’m sure my colleagues who attended last night will agree..we really do love this business.


For a fantastic Twitter timeline of events as they unfolded, you can read this Storify article put together by @DigitalBlonde:

Dinner and a Storey at The Savoy...


A quick post on my way into London for this year’s Savoy Lecture and dinner hosted by Arena, the professional network as I am gently getting more excited about what’s to come. Not so much for the food (which will be epic, as ever), or the stellar company (again, a veritable Who’s Who of the catering industry judging by the guest list here in my hand), but for the main event. I’m really excited by the prospect of listening to the keynote speech being delivered by Alastair Storey who happens to be Chairman of the company I work for.

No doubt, he will have some forthright views and interesting perspectives, but I will also be watching intently to see how he delivers that speech. Will it be a relaxed performance? Has he rehearsed and will it show? Will it be tailored to this audience? How will people react to his message? Will he have a call for action from such a platform? I guess what I am hoping to see is Alastair Storey demonstrating in stark fashion what it is that has made him one of our industry’s biggest stalwarts. To have reached the very pinnacle of the sector as he has, takes a unique star quality and that is something what is worth being present for.

Check in later to find out how the evening went, what the most powerful man in Hospitality had to say and what this might mean for the future of our industry. 

 Meanwhile, dinner at The Savoy awaits….

Passion, Debate and Dutch Courage


I was delighted to be asked to participate as a judge in the annual Passion4Hospitality Student Debate which took place yesterday. Hosted by the Institute of Hospitality at the Victory Services Club, the stinging cold on the commute into London soon gave way to some very hotly contended verbal jousting by the brightest minds in hospitality academia today. The format seemed simple enough: eight teams of three presenting to five judges covering two topics in the hope of winning one prestigious trophy. Bring it on.

The challenge however, turned out to be as perplexing as the format seemed simple. In retrospect, I guess the real eye opener for me was seeing how many different ways a single specific topic could be interpreted and presented. Some picked up on a key word, some focused on financials, others on culture and history. All in all, it was an amazing array of thought processes to convey a message whether one was for or against the given argument.

As the day progressed, we picked a winning team from Heat One in the morning who would then go head-to-head with the winning team from Heat Two in the afternoon. The final debate took place in front of the Student Conference guests with the victors being chosen by a straightforward show of hands from the audience.

At this point, you will not be surprised if I say the winning team showed immense character, intellectual prowess and grace under pressure. But you might sit up and take notice if I said that English was not their mother tongue since they had flown in from the continent especially to take part. That really was the measure of commitment and professionalism on display as the team from The Hotelschool in The Hague raised their trophy aloft, leaving London Metropoliton University to be content with the runners-up position.

From left: Maria-Cristina Oprea, Anne Overwater, mentor & lecturer Glen Hepburn and Boudewijn Metzelaar.
Reflecting on the day I applaud every participant for their pluck and commitment in taking part. Win or lose, they will have learned something truly special about the nature of their character and that is more valuable than any trophy or certificate. 

My favourite quote of the day which I posted on Twitter shortly afterwards:


To read all about the debate click here for the Institute's article or check out this great post by Ioannis S. Pantelidis, the team mentor for University of Brighton who came so close on the day.

Our 'Honourable Chairman' of Judges, Russel Kett FIH presides over a tightly fought contest. 
In the meantime, I think the last word should go to Peter Ducker FIH, the Chief Executive of the Institute in his very kind note to me where he said “... the enthusiasm and engagement we saw yesterday suggests that the future of our Industry will be in safe hands.”

You can't argue with that. 

 Unless it becomes a topic for next year's debate, perhaps...





Scholarship forethought and four planning


Recently voted Most Powerful Person in Hospitality 2013
Receiving an invitation to have coffee with Alastair Storey is a rare thing. To see him give away a handful of cheques is rarer still. OK, allegedly...

 However, that was the experience for four lucky recipients at an event held in Benugo's chic boutique over in BaxterStorey’s Reading Support Office yesterday.

The reason for this display of generosity by the WSH Ltd Chairman was to congratulate the first winners of the inaugural WSH Foundation Scholarship. This comprises three annual awards of £1000 each (to a maximum of £3000) and was open to all employees and dependents within any WSH company who had been accepted onto a further education course aligned with hospitality. Apparently four applications really stood out, so four were granted, and I’m quietly chuffed to report that two were from Oxford University locations.

L-R: Alastair Storey with recipients Sam, Paulina, Agi, Martina and Co-CEO Noel Mahony
Back in September Agnes, one of my service team here at St. Cross College, showed an interest in the initiative so I was more than happy to support her application and we managed to get it in before the deadline. A few weeks later, we were absolutely thrilled to receive the letter personally signed by the Chairman stating that Agi had been selected as one of the recipients of this year’s award.

So here we were, four proud managers with our four youthful wards politely ‘enjoying’ our coffee with the Chairman, Co-Chief Executive (Noel Mahony) and Director of HR (Lynne Graham). Forget the cake, you cut could the atmosphere with a knife as we all tried desperately not to put our foot in it considering the stellar cast of Board Directors sat around the coffee shop table. (I failed on that score, but that’s another story…)

To be fair, Lynne did a marvellous job of putting us all at ease and it turned out to be a really, really uplifting experience to hear each of the young recipients explain their hopes and aspirations within hospitality as a result of this financially rewarding morale boost. Paulina who has only been in catering for 18 months or so intends to study a HND in Hospitality Management, while Agi begins her BTEC Level 5 course in Event Management very soon.

Sam, smartly attired in his best suit, quietly described how a day’s experience at his Mum’s work location made him realise he wants to be a Chef. He still works with his Mum at St. Andrew’s Prep School for Holroyd Howe and has decided to take up the challenge of Level 1 NVQs in both Professional Cookery and Hospitality at Sussex Downs College. 

Martina who is a supervisor at Saïd Business School here in Oxford, described to Alastair how she was so happy at being selected that she cried as she read his letter. She is putting the money towards her Advanced Diploma in Hospitality & Hotel Management eventually leading to a degree. What an amazing display of appreciation.

Eventually photos were taken, lemon drizzle cake wolfed down (mostly by just me) and after a few minutes of networking and chatting with the directors, our group was given a brief tour of the facility.

On our way out, there’s a large illuminated sign by reception that boldly states ‘Food with Soul’. Our customers enjoy BaxterStorey’s food everyday, but for these four recipients and the hundreds of others - me included - who have been through the Barista, Chef or Leadership Academies, we get to grow and share in that special entity that is BaxterStorey’s soul.

 I wonder what kind of a cheque that’s worth?

5 reasons why I freakin' love hospitality

1. It gave me a life skill I can always fall back on.

2. I got to travel all over the world meeting some amazing people along the way.

3. The jobs I've had have given me a sincere respect for the awesome people who work in our industry everyday - from the smily person serving the wrap to the studied persona of the hotel doorman.

4. Looking back, I think the hours were less and the money more than people warned me they'd be when I started out. Come to think of it, money couldn't buy the lifestyle I've enjoyed at times.

5. After 23 years, I'm STILL finding there's so much to learn and see and experience, that tomorrow still feels like my first day at work.

How cool is that?

Menu Engineering: My Top 10 Ingredients for a great Dessert Menu.

This post is part of a series to help you build a winning menu that will engage with your customers, assist your team and most importantly, drive your bottom line.

We’ve looked at why selling desserts in your business is so fundamental and we’ve drilled down into the philosophy that goes into creating a great dessert menu. In this article, I want to share some of the Patissier’s craft and menu know-how: the basic ingredients if you will...

Oven-fresh bakes served warm
With so many great tarts, pies and cake recipes to choose from, this should be a no-brainer. Bear in mind that guests like to choose something they wouldn’t normally attempt at home. And remember the golden rule: SERVE IT WARM! This gives the impression that it is straight from the oven, even if your dessert is bought in (and there are some good ones on the market). 

Something tangy, fruity, light and moussy
From Key Lime Pie to Passion Fruit Bavarois, a tangy light mousse-like dessert will always be a popular choice after a main course. Personally I love to savour the moment by enjoying this with a teaspoon. 

Mmmm… Chocolate
No self-respecting dessert card should go without a dream choice for Chocoholics. Keep it small, rich and luxurious. And remember a really good quality bitter chocolate pairs beautifully with Red wine… perhaps to finish after that steak?

A Nursery Pud
Old fashioned favourites will never go out of fashion. Serve them hot and with lashings of custard or some ice cream.

The Best Quality Ice Cream you can afford
Always include a selection of good quality ice cream. If you have the luxury of making your own, then offer an interesting choice. Vanilla will always sell, but asparagus ice cream will engage the customer to browse more closely. A great up-sell technique is to pair your flavours with a suitable liqueur to pour over e.g. Vanilla Ice Cream with a shot of Baileys… 
Low Calorie, High Impact

Offer Fresh Fruits and/or Sorbet
Always have a low fat or healthy option so that nobody feels left out when the table is ordering. (My favourite lines from Fawlty Towers when two diners requested if they could cancel their Fresh Fruit Salad: “Ah, I’m sorry, the Chef has already opened the tin.” That’s NOT what I’m talking about here!) 

 Classics add class 
Connoisseurs of a good pud will appreciate any nod to the classics. From an authentic Zugerkirsch Torte made with fiery Kirsch from Zug itself to a flamboyant Crepe Suzette flambé cooked at the table (isn’t it time this came back into fashion?). Or perhaps an understated, but perfectly executed Tart au Citron. 

A Creme Brulée to die for..
Personally, I always judge a restaurant on it’s Creme Brûlée. Why? Because with so few ingredients and limited presentation (this is a myth), there is so much that can go wrong. Right? But get it perfect and it’s a real treat. And don’t be afraid to throw in some flavours. Caramelised Roasted Hazelnuts or Berries soaked in rum can really lift a brulee out of the doldrums.

All cheeses great and small
Whether you offer a full cheese trolley presented at the table or a simple plated selection, no dessert menu is complete without it. 

 - Here’s a strategy if you have a small operation and are worried about wastage. Choose 3 to 5 good quality cheeses across the range and offer them as a small slice paired with a drink that compliments their flavour. So a vintage stilton paired with a wee glass of Port, or an aged Cheddar with a small bottle of Ale. When I did this in my business years ago, I was amazed at the number of people who chose the cheese option because they fancied that particular drink to round off their meal. Give it a trial.. you might be surprised too. 

Are you making the most of your cheese selection?

Use the full Flavour Palette
- A few for reference: In Winter think caramel, coffee, hazelnut, peanut, pistachio, cinnamon, clove, baileys, whiskey or almond as flavour bases.
In Summer think orange, lemon, lime, vanilla, cardamom, lavender, raspberry, strawberry, passion fruit, mango, banana, Malibu, cointreau and blackcurrant as flavour bases.

And finally, add a touch of humour
Laughter is the best medicine so the saying goes. For that reason, it’s always good to throw in a quote or a funny reference. Here’s my favourite, which I have always put at the top of my dessert menus to get the ball rolling:
“Stressed spelled backwards is Desserts. Coincidence? I think not.” - Anon

Hopefully this advice will give you some inspiration to go back and revisit your dessert menu to see where you can maximise your sales.

And don't forget to keep checking back as I have a few more menu engineering tips to share with you soon, including a Price Point Strategy and, in answer to a great question from Jenny on LinkedIn, the impact your Font choice can have on your guest's perception.

Menu Engineering: The Profit's in the Pudding

Worth a re-read. 
Especially this:
If you want to enjoy your 'just desserts' through increased dessert revenue, here are three simple rules: 
• Mobilise your team: if they believe they have a fabulous product, they will sell it. 
• Sell the experience: an engaging menu that tells a story will pique the imagination. (Perhaps you recently served a celebrity... Share that story and people will want to try the dish they had.)  
• Keep it simple: reasonably priced, homemade, classic puds served elegantly will always win through. 
(Originally posted on 16Jan11)

A cooking show for the rest of us



Come to think of it... Imagine a weekend TV show with a time slot like Sunday Brunch and the budget of Saturday Kitchen. 

 Presented by Roy Ackerman and someone like Ravinder Bhogal. In-the-field reporting from Brian Turner (Cuisine), Fred Sirieix (Service) and William Curley (Patisserie). 

A different perspective.
Featuring latest industry news; aspirations, technical prowess and results from Bocuse D’Or; World Skills Competition; National Chef of the Year; National Waiters Day and AFW Awards of Excellence as well as OUR industry perspective on current affairs, awareness campaigns and the grass-roots people making a REAL difference in our sector today.

I’d watch that. Would you?

 And if you're in TV and could make this happen; well, you know the rest..

Cool as a cucumber


There are some hidden gems in our industry really worth sharing and here is one of them for anyone with a love for hospitality. 

 The indefatigable Roy Ackerman hosts his own Digital TV channel called Cool Cucumber TV. 
Click here for a small taster of Cool Cucumber...

The interface is not the prettiest and there are no 'share' buttons, but boy does Roy make up for it in content with celeb chef interviews, restaurant profiles, wines, ingredients and recipes. Check it out now - it's fantastic.

Critics Criticise. Writer’s right?


Vanity got the better of me this weekend. To help promote this humble little blog I sent a tweet to Jay Rayner in the hope of tapping into his Seventy Six Thousand followers with this:
Hi @jayrayner1, any chance of a cheeky RT? The Art of Menu Engineering: Winning Words Your Menu Needs Today: t.co/Eh0imo2Mwh (Thanks)

I didn’t give it another thought as I was sure it would be ignored. Which is why I was pleasantly surprised to get a reply from Jay a few minutes later. Well pleasant may not be the word. If you’re not on Twitter, here it is:
@mykitchensync I'd like to think you're taking the piss because 95% of that is the worst advice I have ever read. Sadly, I fear you mean it.
Mightier than the sword: master of the dark art of criticism.

OOF! What a kick in the ribs. I read the words again, but still couldn’t find a glimmer of positivity. (OK, so 5% of my piece was not the worst advise he ever read. That’s good, right?) 

As I processed it, I kept thinking: How belligerent is that? Why doesn’t he agree with my viewpoint? Now what am I going to do? It would have been easy to rattle off some stupid tweet, but who needs to start a flame war (that's a pissing contest, Chef) which Mr. Rayner would win hands down. So I just tapped out a rather meek;
@jayrayner1 Fair point Jay. Thanks for taking the time to read it.
My earlier link to a piece by Seth Godin sums up the fact that you can’t please everyone. Jay Rayner’s job is to sell newspapers, his new book and an inordinate love for beards. A nice incendiary comment will do that. Or even a harmless tweet if you have the platform. 

To the Specialist in Soft Facilities Management, the Section Manager at John Lewis Partnership and the Catering Consultant in America who valued my article enought to ‘like’ or comment positively on LinkedIn, I thank you.

To Jay Rayner, thank you also. I’ll still vote for you again should you enter the Beard of the Year contest this year. Even if your point of view, just like your prominent goatee, really bristles.