HOSPITALITY DOCTOR
The Hospitality Doctor Max Hitchins
COMING OUT OF ‘COVID’ #4 As mentioned in earlier editions, I would like to offer you the opportunity to download a complimentary copy of “Post Pandemic Thinking for Hospitality and Tourism.” Greatest management skill of all “Max,” said Bill Marvin – the Restaurant Doctor in America – “the greatest management skill you can develop is the ability to listen.” It was in the pre-pandemic era. We were in New York. Bill had flown in from Seattle to have dinner with me before I left New York for London. I was to be a guest speaker on a cruise ship. It was 1am and we were in a New York cafe, located on an incredibly busy intersection of 6th Avenue nearCentral Park. I shot a video interview with Bill. Yes, it was a challenge competing with the traffic noise. But the interview is full of gems of knowledge. Bill and I have both been presenters at the world’s largest hospitality convention held each year in Chicago. Many times I have heard him ask of audiences “What did you learn from your staff today?” I’ve asked many questions of Bill over the years and certainly enjoyed listening to him. He knows more about running restaurants than anyone I know. Recently Bill said to me “Max, listening to your staff is probably even more important in the post-pandemic era!” A ‘listening’ lesson On page 38 of my eBook, under the heading Murals Are Marvellous, you will read about my involvement in a hotel at Bondi Junction in Sydney.
Not long after we took it over I recall approaching the oldest staff member with an idea I thought would work in ‘her’ bar. She ran the first floor bar and everyone called it Eileen’s Bar. I said “Here’s an idea I’d like you to try Eileen.” After looking at it for a short time she said “It’ll never work here.” And she was right. The idea failed. This taught me to alter the way I introduced new marketing ideas. From that time forward when introducing new ideas I would talk to Eileen about an idea I had seen somewhere and ask her “Do you think you could make the idea work in your bar?” From then on she made sure every idea worked… and we increased the sales in this bar from $2500 per week to $30,000 per week. A good reminder to listen is the quote “We have two ears and one mouth - take the hint!”
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MAX HITCHINS - HospitalityDoctor.com.au
Hospitality Review: April 2022 54
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