Articles

Operations Articles

The following articles are provided to enhance understanding of best practices, innovative ideas, and emerging trends in hospitality operations. Hospitality Resources International site members may click on a link to access the article.

     
  • Formal Forecasting

    by Ed Rehkopf

    Imagine having a crystal ball that permits the Chef and the Dining Room Manager to know exactly how many customers/guests/members will be coming in for lunch today. The Chef would have a better idea of …

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  • Creating a Lasting Organizational Culture

    by Ed Rehkopf

    The major benefit of establishing an organizational culture is that once adopted by the majority of people in an organization the culture takes on a life of its own and permeates the workplace. As normal …

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  • Member Survey Results - What Do I Do with Them Now?

    by Chris Conner

    One of the strengths of our club is our ability to offer a high level of personalized service to our members and their guests. To make the service ‘personalized,’ we have to know the wants …

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  • Leadership and the Bully Pulpit

    by Ed Rehkopf

    According to Wikipedia “A bully pulpit is a public office of sufficiently high rank that provides the holder with an opportunity to speak out and be listened to on any matter. The bully pulpit can …

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  • Make It Sparkle! Making Your Operation and Reputation Shine

    by Ed Rehkopf

    When one considers all of the things that go into making a hospitality operation distinctive and appealing to its customers/guests/members, one of the most visible is its cleanliness. Whether an operation has its own housekeeping …

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  • Rules of Engagement - Just How Friendly Should Your Employees Be?

    by Ed Rehkopf

    Hospitality managers are always on the lookout for those rare individuals with engaging personalities – those people who are naturally outgoing and friendly and who can connect effortlessly with customers/guests/members. And while we all would …

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  • "Nudging" Your Employees Toward a Better Future

    by Ed Rehkopf

    The unfortunate fact is that, nationally, some 30% of employees eligible to participate in a 401(k) retirement plan do not take advantage of this opportunity. Employer and all managers have a special responsibility to promote …

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  • Why our Workweek and Pay Cycle?

    by Ed Rehkopf

    Some time ago I was asked about our work week that went from Friday to Thursday and why we paid every two weeks instead of semi-monthly or monthly as some operations do. There are several …

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  • Service Recovery - The Seven Step Process

    by Ed Rehkopf

    Despite our best efforts to efficiently organize our operation and train employees, situations will inevitably arise when customers/guests/members are dissatisfied with service and/or products offered. Whether we feel the problem is legitimate or unwarranted is …

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  • Take Charge without Taking Prisoners

    by Don Vance

    A few years ago, I was waiting for a table at a restaurant on Hilton Head Island, when I witnessed an employee incident that amazed me. The restaurant appeared to be very understaffed and it …

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  • Showtime

    by Ed Rehkopf

    “Show Time” – The time at which a catered event is to start, or when guests start arriving for the event. More importantly, from our perspective – The time when all set up must be …

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  • 7 Steps to Improved Club Retail Operations

    by Ed Rehkopf

    Many club retail operations are managed by golf or tennis professionals who may have an incentive opportunity based upon gross sales and cost of goods sold. While such incentives may only be part of the …

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  • Adding Value - The Controller

    by Ed Rehkopf

    The Controller is an important member of a hospitality management team. There are a number of constituencies that rely on the expertise and efforts of the Controller, including the General Manager, the Board or ownership, …

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  • Standards for Coding Invoices

    by Ed Rehkopf

    Coding standards are established to ensure that all purchasing managers correctly code their invoices and that all coded invoices turned in to the Accounting Office are coded correctly and accurately. Correct and accurate coding of …

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  • Morale Matters

    by Ed Rehkopf

    In 1951 General Dwight David Eisenhower was tasked with the nearly overwhelming challenge of rallying the European democracies to the need for a common defense force – NATO – to counter the threat of the …

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