1. "People Making a Difference
in Hospitality"
TONY POTTER
PRESIDENT – BRAVEAGLE
Tony@braveagle.com
@braveaglesocial

2. People are our most
important assets...
Tony@braveagle.com
@braveaglesocial

3. Are they ??....
Or is it a form of Service
Tony@braveagle.com
@braveaglesocial

4. Lip Service?
Tony@braveagle.com
@braveaglesocial

5. The Tell Tale Signs?
Tony@braveagle.com
@braveaglesocial

6. • 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

7. 4,500 Employed In
Hospitality In South West
England…
Tony@braveagle.com
@braveaglesocial

8. It’s not Rocket science…
Tony@braveagle.com
@braveaglesocial

9. • 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

10. The Value Proposition
Tony@braveagle.com
@braveaglesocial

11. Manage People well
+ = Added Value
Foster People
Tony@braveagle.com
@braveaglesocial

12. The Goal
To transform skills in areas of
• Management
• Leadership
• Customer Service
• Technical Skills
Tony@braveagle.com
@braveaglesocial

13. Technical Skills are the
least important…
Tony@braveagle.com
@braveaglesocial

14. 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

15. But!.. They are relevant in
terms of eye for detail !
Tony@braveagle.com
@braveaglesocial

16. Bridge designers are not
Welders!
Tony@braveagle.com
@braveaglesocial

17. How do we create & develop
sustainable Competitor Value
Tony@braveagle.com
@braveaglesocial

18. • Be proud to serve
• Think Like a Customer
• Management, Leadership &
Technical skills
• Logic will get you from A – Z
Tony@braveagle.com
@braveaglesocial

19. Tony@braveagle.com
@braveaglesocial

20. Tony@braveagle.com
@braveaglesocial

21. IMAGINE
“Logic will get you from A to Z;
imagination will get you everywhere.…”
Tony@braveagle.com
@braveaglesocial

22. CREATE
“ THE BEST WAY TO PREDICT THE
FUTURE IS TO CREATE IT…”
Tony@braveagle.com
@braveaglesocial

23. ENGAGE
“ Tell me I
cant, and I’ll
show I can …”
Tony@braveagle.com
@braveaglesocial

24. “Believe that
anything is
possible .…
and it will be”
Tony@braveagle.com
@braveaglesocial

25. 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

26. Skills &Levels
• Negotiation • Leadership
• Communication • Operational sales
• Presentation skills • Developing culture
• Managing change • Team work
• Networking • Emotional intelligence
• Relationships • Interpersonal skills
• Commercial Appreciation • Core sales skills
Tony@braveagle.com
@braveaglesocial

27. The Strategy Proposition
Tony@braveagle.com
@braveaglesocial

28. • 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

29. “ We can not change
where we have been …
We can only change
where we are
going …”
Tony@braveagle.com
@braveaglesocial