"People Making a Difference in Hospitality"

TONY POTTER PRESIDENT – BRAVEAGLE

Tony@braveagle.com

@braveaglesocial

Tony@braveagle.com

@braveaglesocial

People are our most important assets...

Tony@braveagle.com

@braveaglesocial

Are they ??.... Or is it a form of Service

Tony@braveagle.com

@braveaglesocial

Lip Service?

Tony@braveagle.com

@braveaglesocial

The Tell Tale Signs?

Tony@braveagle.com

@braveaglesocial

• Poor staff facilities

• Criticism of the industry

• Low rates of pay issues

• Unhappy personnel

• Disinterest in service

• Un kept appearances

• High labour turnover

• Industry leak of staff

• Weak industry reputations

Tony@braveagle.com

@braveaglesocial

4,500 Employed In Hospitality In South West

England…

Tony@braveagle.com

@braveaglesocial

It’s not Rocket science…

Tony@braveagle.com

@braveaglesocial

• Treat people like Adults

• Tell the truth & be honest

• Practice respect, integrity & courage

• Get the physical environment right

• Provide them with the tools

• Communicate, Communicate, Communicate

• Acknowledge & reward

Tony@braveagle.com

@braveaglesocial

The Value Proposition

Tony@braveagle.com

@braveaglesocial

Manage People well +

Foster People = Added Value

Tony@braveagle.com

@braveaglesocial

The Goal

To transform skills in areas of • Management • Leadership • Customer Service • Technical Skills

Tony@braveagle.com

@braveaglesocial

Technical Skills are the least important…

Tony@braveagle.com

@braveaglesocial

Can you answer YES to any of these Questions???

• Do you serve food from the left? • Can you use a duck press • Do you object to wine being characterised as having a

redcurrant nose • Do you think silver service is cool • Do you think white linen is a sign of good service

Tony@braveagle.com

@braveaglesocial

But!.. They are relevant in terms of eye for detail !

Tony@braveagle.com

@braveaglesocial

Bridge designers are not Welders!

Tony@braveagle.com

@braveaglesocial

How do we create & develop sustainable Competitor Value

Tony@braveagle.com

@braveaglesocial

• Be proud to serve • Think Like a Customer • Management, Leadership &

Technical skills • Logic will get you from A – Z

Tony@braveagle.com

@braveaglesocial

Tony@braveagle.com

@braveaglesocial

Tony@braveagle.com

@braveaglesocial

“Logic will get you from A to Z; imagination will get you everywhere.…”

IMAGINE

Tony@braveagle.com

@braveaglesocial

“ THE BEST WAY TO PREDICT THE FUTURE IS TO CREATE IT…”

CREATE

Tony@braveagle.com

@braveaglesocial

ENGAGE

“ Tell me I cant, and I’ll show I can …”

Tony@braveagle.com

@braveaglesocial

“Believe that anything is possible .… and it will be”

Tony@braveagle.com

@braveaglesocial

The 8 Essentials

1. Service Culture / Change management 2.Vision & Planning 3.Positioning 4.V.A.P. 5.Alliances / relationships 6.Communication 7. Process 8.Performance

Tony@braveagle.com

@braveaglesocial

Skills &Levels • Negotiation

• Communication

• Presentation skills

• Managing change

• Networking

• Relationships

• Commercial Appreciation

• Leadership

• Operational sales

• Developing culture

• Team work

• Emotional intelligence

• Interpersonal skills

• Core sales skills

Tony@braveagle.com

@braveaglesocial

The Strategy Proposition

Tony@braveagle.com

@braveaglesocial

• Take care of the customer • Recruit the best talent • Develop. Train & sustain • Communicate the vision • Manage performance • Manage change to stay on top

Tony@braveagle.com

@braveaglesocial

“ We can not change where we have been … We can only change where we are going …”