Free WIFI

Fortunately, data plans are inexpensive in Toronto so everyone has one. Unfortunately, most businesses don't provide wifi for their customers in spite of the small expense. Worst of all, guests are reminded of this petty act when a mobile searches for local wifi to find only a locked version. Imagine if the bathroom on the main floor is reserved for employees only while guest bathrooms are inconveniently located in the basement.

Happy to report, The Chase provides a separate wifi network for guests.  They truly invest in hospitality excellence at a high level.  Richtree Natural Market at Toronto Eaton Centre offers free wifi for guests when they LIKE them on Facebook. They have incorporated it into their marketing strategy.

The old adage, Treat others as you want to be treated, is wrong. Treat others as they want to be treated. It is those small gestures that differentiate you from competitors. Guests won't return because the wifi was free, but it sends a strong message that you are committed to them.

Fat Pasha

It's important that I am transparent about Fat Pasha, we are friends with the Chef/Partner and the management team. However, my observations are based on others around me who are first-time guests and overall vibe at a restaurant opened less than two-weeks ago.

Fat Pasha is a comfortable 40-seat restaurant in the Annex with a team of friendly, passionate and caring staff. At this new Isreali-influenced cuisine (o/a "good jew food" according to their twitter page), they've already figured out how to deliver exceptional flavours with an equal attention to service.

I guess they understand the importance of retaining good staff by first valuing people. Not for just their hard work but also for their judgement. The team of FOH-BOH staff look more like friends than co-workers, which creates a happy and supportive working environment. In turn, they serve with passion.

Great job Anthony and team, Mazel Tov!

LESLIE NG INC.

We cannot be all things to everyone, not anymore.  Coca Cola is no longer the most popular soft drink. McDonald's is no longer every child's favourite restaurant. At the same time, being nothing to no one is even worst. Remember TiVo and Euro Disneyland. Be a few things to yourself first then others will follow.

Being different is what makes us special as humans. A scientific miracle really, one in seven billion! Embrace it by designing your own individual blueprint. Develop your personal values (inside) and own them by living out your beliefs to the best of your ability everyday.  Only then, develop your personal style (outside) and wear it like a badge of honour. Copying others just makes you average even when that tribe pretends to be different.

We are all the CEO of our own company, First and Last Name Inc.  When you realize this truth, you'd start by creating a purpose, a culture and goals that reflect who your are, just like you would for a business.

Easter is about new beginnings so hop along and get started.

Year One

I started writing this blog a year ago for the purpose of improving my communication skills. It was a goal I set while sitting in Porter's Lounge at Billy Bishop airport departing to NYC for a four-day food adventure. Reporting on the hospitality industry seemed natural, specifically Service Trends, but I didn't realize at that time that the process would also make me become an authority on service. This has become my focus and passion.  Interacting with people who truly aspire and deliver service excellence has been incredibly enjoyable. As you have read this was not limited to hospitality, for other industries (e.g. Apple, Google, Zappos) have made service the centre of their company culture. However the biggest reward was becoming more mindful and aware of my surroundings. Being Present. This was how I was able to write two to three times per week. Prior to this period in my life, I read very little and never wrote - was a Science Major.

Though not every thought made it into the blog but it did, at the very least, made it onto paper. And that was the whole idea. As I continue my journey in year two, the blog will be a combination of writing and video in order to improve my communication - both written and oral - and presentation skills.

Thank you for your support and being patient with my errors.

Pilot Coffee

Pilot Coffee opened a roasting facility in a cute one-storey warehouse building in Leslieville among a row of similar hidden buildings.  In this ten thousand square foot roasting plant, they've created a lab to experiment with coffee, teach barista courses and a tasting area (8-seats) for the public.  This is very different to what is offered at their retail shops (Te Aro and Craft).  There are no line-ups, product and service is superior, and you need to clear your schedule to absorb the wonders of the place.

Brett is a passionate Barista who helped set up the tasting facility with state-of-the-art equipment and his big ideas.  As the tasting bar was created to experiment with coffee beans, he has created unique products (espresso and pour over) that are unlike anything else available.  When asked the purpose of the bar (clearly it is not a money maker), Brett replies, "We want to show people how far we can go with flavour profiles and change the perception of coffee!"

If it sounds like a passion project, it is.  Pilot has really demonstrated their commitment to their business by investing money and time in the space and in their people.  Brett will tell you that this is a dream job - mixing food and science all day.  His love for coffee spills over to his dedication to serving the best cup of coffee to anyone who is open to learning.

Only down side is they are only opened between Monday to Friday from 7:30am to 2:30pm.

Gold Watch

My colleague Linda, a twenty-year industry leader who was a client and now recruiter, shared an interesting story with me.  She worked for two international companies during her career.  Linda, unlike most, can claim that she received a gold watch from each employer.  This is a tradition to honour long-serviced employees (10-years in this case) for their dedication.

However, one company gave Linda the gold watch upon completing her first year of service while the other upon her tenth year.   One company was more interested in investing in her future.  The other was more interested in celebrating her past.  Linda worked hard for both companies but guess which company she talks about more fondly.

Zappos offers new employees $3000 (originally $1000) to quit after their extensive paid training in order to ensure commitment.  The short-term employee will take the cash and run.  Since Zappos show their commitment to the employee first, their retention rate is one of the highest among Fortune 50 companies.

When recruiting and retaining top talent, create a strategy that highlights your culture and commitment.  In turn, they will be committed to you.

"I'm a People Person!"

I interview managers who claim they are a People Person, it is commonly used to describe why they work in hospitality.  Unfortunately, it is a term that has become a buzzword in our industry carelessly used without understanding its meaning.  There is a difference between working around people and working with people.

A true People Person isn't selective about the setting in which they are engaging with others, that is, an office or a restaurant.  I've met Hotel Front Desk agents who were less than personable. A People Person's interactions are based on building relationships and not mere transactions.  Further, they are great listeners by understanding first before being understood. In my experience, I've met a People Person among extroverts and introverts alike.  One has wider engagements while the other deeper, respectively.

People are all around us in the work place. Hospitality does't make a People-Person.  Rather, a People-Person makes hospitality.

The Future is Here

You can argue that tomorrow is just another today but when the world is changing at its rapid pace, the future as we know it (or predicted) is here now.  Think about climate change, advancement in technology, space travel and artificial intelligence.  When you hear that Facebook buys Oculus Virtual Reality Goggles for $2 billion, or Google buys DeepMind an Artificial Intelligence startup, it's hard to deny reality.

I spend a lot of time speaking with individuals who are at cross-roads in their life - personally and professionally.  Usually an extreme circumstance forced them to make a tough decision, reactively instead of proactively.  They will confide in me where life went wrong or how they feel desperate for change.  As usual, only 10% of those people will do anything about it, and the other 90% will say, "I don't have time" or "Not right now."  The definition of insanity is doing the same thing over-and-over while expecting different results.

Pay attention to small signs in your life,  and start believing that small gradual changes now will yield big results tomorrow.  You don't want to have the SAME problems a year from now, or worst, three years from now.  Whether you admit it or not, the future is upon us.  Ignoring your future is akin to ignoring Global Warming.  Either way, it's happening!