Can't believe it's just over 4 years since I met one of my first ever iconic heroes and a true leader of UK hospitality.
We were so fortunate to get a table for "An Evening With" at Brasserie Blanc Milton Keynes. Raymond was such a down to earth, organic, passionate personality - he took time to speak to each table individually. We heard about his early life and struggles, that eventually led him to leave France and head to England .....the rest as they say is history!
Less than a year later the world changed forever. So many hospitality stars and characters were lost never to return.
Yes, the industry is recovering gradually but it will never, ever be the same.
Speaking to many of my clients over this year, by far the toughest challenge is the continued shortage of staff resources, those joining lack expertise and experience. The daily battle is then to retain them, once you have invested in their training to deliver/maintain the desired service standards, and level of customer experience.
Already negative posts are appearing on social media platforms that are slating quality and service standards at some Christmas events in an economic crisis - by toxic individuals who alas have not been educated how to feedback or raise a complaint when they have every opportunity to get things resolved.
"See it, say it, sort it" to coin a phrase from the tannoys of TFL/BTP.
This is an additional and incredibly one sided unfair behaviour by some, with potentially catastrophic consequences to these business's reputations, and wholly disrespectful to the staff who are working hard in extremely demanding conditions.
As a consultancy the core of what we do offers immediate insights and areas to focus and strengthen for the future. We celebrate what's good, reviewing with you - what and how performance can be improved.
Wishing All a Peaceful, Happy Christmas 🎄 and a Successful 2024.
