Fretwell-Downing Hospitality

Simple Steps - Service & Sales - Is There Food Left on The Customers Plate?

2012-02-22T06:25:00.004-08:00

To complement our “Simple Steps to Improved Profitability”download we are looking at each of the questions in a little more detail; eachday we’ll take one of the questions posed and put “a little more meat on thebones” about how each question could help.

Wastage - Is there food left on customers plates?

A simple question but one that could shed light on a numberof aspects. The obvious question would be whether the customer actuallyenjoyed the meal/dish/snack?, Was the item cooked properly/how the customerrequested? Was there a problem with the food? Are the staff trained to checkthe customer is happy with their meal during service?. Beyond this returnedfood could also indicate that dishes could be too rich – could recipes beadjusted? Or is there just too much – could we serve smaller portions?

Simple Steps - Service & Sales - What is Our Service Style?

2012-02-22T06:24:00.002-08:00

Portion - What is our service style?

Whilst certain businesses may require a specific servicestyle it may be worth asking yourself whether a fresh look at servicetechniques may attract new customers or entice additional spend. Would sharingplatters or family service attract new customers? Would an aperitif or amusebouche be the little touch that encourages customers to upgrade to the tabled’hote/fixed menu? Would serving vegetables on the plate or in individualservice dishes improve wastage?

Simple Steps - Service & Sales - Are We Gaining New Customers?

2012-02-22T06:22:00.004-08:00

Revenue - Are we Gaining New Customers?

Are you aware of how many new customers are visiting yourestablishment? Don’t get us wrong customer loyalty is extremely importanthowever it’s good to have a balance of new and repeat custom. Have a look atwhat your current split is – this could be a quick check of the reservationbook and familiar faces through to more detailed analysis of sales. Whatactions are we taking to attract new custom and entice return custom? Do youadvertise or is there the opportunity to get a review placed in localpublications? Do you have a loyalty program? (maybe monthly offers toregistered customers) or do you use social media to keep in touch with thosenew and old and reward recommendation?

Simple Steps - Service & Sales - How Much Profit Do We Make On Our Best Sellers?

2012-02-22T06:20:00.003-08:00

Sales Mix - How Much Profit Do We Make On Our Best Sellers?

Being busy doesn’t always mean you’re making money! Keepingan eye on which dishes are selling can also help you make more profit. In theideal world it would be great to calculate the profit needed on each dish andsell at that price however market forces will more than likely play a part onhow much you can charge for a dish. If this is the case you need to bemindful that if not priced right you could be working hard for littlereturn. Each dish needs to earn its place on the menu and if it’s apopular one that doesn’t make our target GP we need to look at whether it’sbrining in additional (more profitable sales e.g. drinks, desserts), attractingextra customers in what would have been quiet times or needs slight adjustmentto reduce the impact of selling lots of this classic dish.

Simple Steps - Menu Production - Do We Control Preparation Waste?

2012-02-22T06:17:00.002-08:00

Wastage - Do we Control Preparation Wastage?

Whilst we all work to recipes have we also trained staff onhow important preparation techniques are as a way of controlling costs? I willnever forget watching episode after episode of Master Chef and the lookof horror on Monica’s face when the base product (fish, bird, meat, fruit orvegetable) has been “prepared” which, unfortunately, Michel would not be happywith! With, for example, half the meat of remaining on the bone any profitcalculation is thrown out with the waste. Beyond the physical preparation,consideration should be given to effective purchasing and stock control toensure we are not throwing money away before we even start our “mise-en-place”.

Simple Steps - Menu Production - Have we completed Yield Tests?

2012-02-22T06:15:00.000-08:00

Portion - Have we completed yield tests?

Whilst this may sound scientific it’s an important part of adish proving its place on the menu. Beyond the initial calculations you’vecompleted can the dish be produced and served consistently? How does the‘scientific’ portion produced compare to the achieved? Is it too small incomparison to the rest of the menu, style of service? Would you be betterserving the dish as a starter/snack rather than main course? Or, no matter howgood the dish, you wouldn’t sustain the correct selling price to achieve thetarget margin? Take time to review each dish and it’s place on the menu –is it working for you as well as it could?

Simple Steps - Menu Management - Cook - Do Staff Eat off the Menu

2012-02-10T02:39:00.000-08:00

Cook - Do staff eat off the menu?

The provision of meals on duty maybe needed as part of thepackage to attract and retain calibre staff however this doesn’t mean thatstaff should eat off the menu every day. If this is something you offeridentify a budget cost and implement controls such as specific time (postservice) and/or menu suitable and maintain records that ensure only thoseentitled to this receive it. Clearly set out the rules surrounding theprovision of staff meals at the start of their employment.

Simple Steps - Menu Production - Is our menu balanced for profit, taste and service provided?

2012-02-10T02:11:00.000-08:00

To complement our“Simple Steps to Improved Profitability” download we are looking at each of thequestions in a little more detail; each day we’ll take one of the questions posedand put “a little more meat on the bones” about how each question could help.

Menu Production - Menu Mix -Is our menu balanced for profit, taste and serviceperiod?

When designing dishes and menus we must also look beyond thetaste, flavours, appearance and texture to consider what impact the balancewill have on the financial aspects of the business. Do we have a dailychanging menu that is priced (roughly or precisely) as we go? Is our menupriced and pre-printed? Do we have a specials board? Do we offer specific lunchand dinner menus? A quick review of your current menu may offer opportunitiesto introduce service specific or specials with pricing (and profitability) toattract new custom and balance the sales mix of your core offer.

Simple Steps - Purchase Stock - Supplier - What are our payment terms?

2012-02-10T02:00:00.000-08:00

Purchase Stock - What are our payment Terms?

Beyond pricing, frequency of supply and food standards, paymentterms should also be an important factor in your choice of supplier. Formany it maybe that you purchase daily from the local market, wholesaler,butcher and have a great relationship with each to ensure quality and pricinghowever remember that both your time and money are being consumed on the dayand what affect is this having on the business e.g. are you employing otherstaff or closing whilst you are buying? If possible aim for a mutuallyagreeable position with your suppliers and wholesalers where your payment termsensure good cash-flow through your business without detriment to the price youare paying.

Simple Steps - Recipes & Menus - Do we have contract prices?

2012-02-06T07:35:00.000-08:00

To complement our“Simple Steps to Improved Profitability” download we are looking at each of thequestions in a little more detail; each day we’ll take one of the questionsposed and put “a little more meat on the bones” about how each question couldhelp.

Recipes & Menus - Do we have contract prices?

Contracted prices give you the peace of mindthat for a fixed period of time the cost of certain items will not change; thiswill offer you a clear base against which to calculate cost however alwaysconsider the other criteria that will more than likely be asked such as agreedpurchase levels and fixed payment terms. Whilst this may not suit everybusiness it may give you the opportunity to consolidate the range of suppliersyou use, save time going to the wholesaler and remove pricingfluctuations. If not possible it may be worth looking at your purchaselevels from regularly used suppliers to see whether better discount or paymentterms are available.

Simple Steps - Review & Plan - How much stock are we holding?

2012-02-03T13:00:00.000-08:00

Us - How much stock are we holding?

In these austere economic times keeping an eye on cash-flowis vitally important. Whilst you will always need stock to meet trading levelshave you ever calculated how much your stock holding is worth? Remember every£ on the shelf is one less in the bank. Depending on your type of business youmay need to hold stock of certain items e.g. wines however beyond thesespecifics you should review your menu and supply chain to see whether by betterusing your existing purchasing methods, or seeking new, you can reduce thequantity of items you are holding.

Simple Steps - Review & Plan - Do we know how our business is performing?

2012-02-02T05:35:00.000-08:00

Our Goals - Do we know how our business is performing?

What defines a successfully performing business? Whatmeasurements do you look at e.g. turnover, purchases, covers served, averagespend, wage bill, stock levels, bank balance? And how often do you look atthese – by service, daily, weekly, monthly, ad-hoc? No doubt you look at allthese on a regular basis, keeping a record to ensure you are performingconsistently. If not then you are putting yourself at risk that one (ormany) of these aspects is affecting your performance without you knowing. As a start go back to your business plan and highlight the key areas of incomeand costs, if you’ve not got one confirm all your fixed business costs, then identifythe variable costs (food, utilities and labour) from which you should be ableto calculate the income and profit needed to sustain your business.

Simple Steps - Review & Plan - What is the direct local competition?

2012-02-01T08:18:00.000-08:00

What is the direct local competition?

In the past business owners only needed to lookin the locality to understand where the competition offered and how they couldsecure trade; however today this extends beyond the locality and also direct competitionfrom other similar businesses. With the growth of retail and technology we arenow also having to compete with marketing and offers designed to keep people athome! From the supermarkets offering complete meals through to filmsbeing delivered at home and two for one offers on delivered food - competitionhas never been so tough. We’re not saying that you should become addictedto discounting but if you’re aware of what’s going on locally you can keeptapped into local activities and entice custom!

Simple Steps - Review & Plan - When did we last put ourselves in our customers shoes?

2012-01-31T03:51:00.000-08:00

To compliment our “Simple Steps to Improved Profitability” download we are looking at each of the questions in a little more detail; each day we’ll take one of the questions posed and put “a little more meat on the bones” about how each question could help.

When did we last put ourselves in our customers shoes?

How many times have you heard that businesses strugglebecause of lack of custom? Beyond changes in buying habits it’s advisable tolook at your business from the outside in and take the customer journey tounderstand how your business is perceived. Now might be a great time to stepoutside and have a look at what is going on in your area, how does yourbusiness look in comparison to surrounding establishments?, Is it clear you arethere?, Are all lights working properly, Is your signage clear andprofessionally produced, Is the window/outside area clean? Does it lookwelcoming? Beyond the physical aspects how are you letting potential customersknow you are there? Are you using both traditional marketing and social mediato attract customers and keep them informed of what you are doing?

Simple Steps - Review & Plan - Why did we start this business?

2012-01-30T08:10:00.000-08:00

Tocompliment our “Simple Steps to Improved Profitability” download we are lookingat each of the questions in a little more detail; each day we’ll take one ofthe questions posed and put “a little more meat on the bones” about how eachquestion could help.

Review & Plan - Us

Why didwe start this business?

Whilstthis could be the question you ask when you up against the wall and ready tothrow in the towel; we ask this question to tune you back in with your originaldreams and ambitions when you first conceived the idea of owning your ownbusiness.

Why isthis important?, well there are as many reasons to start a business in thehospitality industry as there are businesses and these are the aspects youshould keep in mind (if not have written down) to keep you focused on purposeand goals. For an example you may have started your business because you lovethe art of cooking, are passionate about great service or believe that sharingyour hospitality is a life style, alternatively it could be that there was aspecific opportunity to create a business that met a defined need at a setmoment in time; both are valid reasons to start a business however havedifferent outcomes and require a different approach. Once we know, stateand reaffirm why we started the business we can set our objectives and work towardsachieving these on a consistent basis.

Simple Steps to Improve Profitability

2012-01-20T06:06:00.000-08:00

The Red flag report frominsolvency practitioner Begbies Traynor reports a 24% increase in the number ofcompanies in “financial distress” with travel and tourism amongst those mosthit by the current economic environment. Research shows there arethree perspectives that contribute towards the success of any hospitality businesses.

EconomicPerspectives includingaspects such as revenue and profit levels, management controls and cashflow.
MarketingPerspectives includingaspects such as location, style (service/menu), target customers and marketsaturation.
ManagerialPerspectives includingaspects such as business targets, motivation, stress levels and personalobjectives

These are interlinked and influence success, however bymanaging five key operational aspects you can take a range of simple steps tominimise negative influences and maximise opportunities.

Over the coming weeks we will be taking extracts from our“Simple Steps to improved Profitability in 2012” guide to show that by asking yourself a few simple questions you couldmake a big difference.

Labelling for the Competitive Edge

2011-11-24T05:48:00.001-08:00

The debate on healthier lifestyles continues and, if you read the supporting detail, rightly so.

Over 25% of the UK population are now officially obese with an associated NHS cost estimated at £4 billion a year, unfortunately both statistics will continue to grow for the foreseeable future. Indeed current estimates suggest that nearly half the population will fall into this category within the next 15 years doubling, at least, the health related costs as an unfit workforce place unprecedented strain on the economy.

So how did we get to this position?

There are many factors to consider all of which have contributed towards how the average UK lifestyle has changed beyond recognition over the last 50 years. Food for instance used to represent around half of the average household expenditure, now it only represents less than 10%. Furthermore the increase in working time has led to a reduction in the ability, available time and incentive to cook meals from scratch with the increased use of convenience foods (be that whole meals or just components such as sauces) solving one set of problems but creating another.

This scenario has also increased availability of indulgence foods with a direct impact on the nature, and regularity, with which we eat food high in calories. I recently visited a school where a science class used an excellent interactive resource that covered this point; the underlying message being that if you consume more food and put more energy into your body than you use the surplus would be turned to fat. This single fact needs reinforcing every day using all available methods.

Calorie labelling does therefore play an important part in a wider approach that should educate everyone on the relationship between diet, lifestyle and body. Having spoken with many operators, there are a number of reasons why uptake of this initiative has been slow including the perceived complexity and adverse effect on trade. Both are relevant concerns, however scratch under the surface and none are as catastrophic as may be imagined.

The recent paper published by The Department of Health “Technical Guidance on Voluntary Calorie Labelling for Catering Businesses” provides clear advice on how this should be approached and highlights the legal requirements for labelling i.e. it’s not misleading. It also recognises the dynamic nature of the hospitality industry with information on accuracy, tolerances (LACORS currently outline a 20% tolerance) and substituted ingredients with two example explanatory statements noting that the information is provided as a guide, based on average figures, typical serving size and that the occasional substitution of an ingredient may alter the calorie value displayed.

For a successful catering business to maintain consistency in standards and maximise profitability the use of recipes is key. In relation to calorie labelling this will also provide the evidence that, if challenged, a process is in place to support the calorie claim and therefore does not restrict the flair of chefs.

When it comes to choice would calorie displays really deter custom? Surveys (the most recent from LACA/ParentPay) indicates that 89% customers are interested in the nutritional value of dishes with a further 42% stating indicated that the information would influence their choice. McDonalds have taken the step, so I thought I’d see the well publicised calorie displays. To be honest they were clear for all to see and didn’t appear to be affecting trade. Speaking with a few customers they knew what they wanted and didn’t consider the calorie at the point of purchase; they did however say they found it helpful as a barometer to what they ate during the rest of the day.

So, with an increasing proportion of customers demanding the information and support schemes available it appears that the early adopters will capture the commercial benefit of taking this step.

School Dinners

2011-11-07T08:08:00.000-08:00

It’s the start of National School meals week today and rarely since the first NSMW in 1993 has there been a more important time for this event. Two hugely influential documents have been published recently – last month Jamie Oliver’s manifesto for school meals, and today the much awaited School meals research from LACA & Parent Pay that surveyed over 10,000 respondents.

I would encourage anyone with any interest in School meals to have a look at these documents. NSMW is about raising awareness and promoting the fantastic work that caterers do day in day out in our children’s schools.

Personally I have been involved in the School meal industry for over 10 years. As a Contract Caterer I was responsible for operations in several secondary Schools and played a part in designing and implementing the catering service from scratch in a new build Academy near Doncaster. Over the last four years at FDH we have provided the Nutritional analysis and Management Information solutions to over 100 local authorities and dozens of Education contractors and individual self operating schools. Most importantly though my involvement in School meals is as a customer with one child at primary and one at secondary that have a school lunch more or less every single day.

Everybody can remember the blaze of publicity that surrounded Jamie Oliver’s first experiences in school meals in the series’ ‘Jamie’s School Dinners’ in 2005. The whole school meal industry was completely blown apart and National perceptions were that we were serving our nations school children poor quality processed food and putting profit and cost saving before our children’s health.

This period led to a complete revaluation of how School meals work. Food based and Nutrition based standards were born and the mammoth task of rebuilding the reputation of The British School Dinner began in earnest.

In the early days you did feel the frustration of school meal caterers, they were taking on a huge task in terms of redesigning menus, sourcing new ingredients, nutritionally analyzing menus, then balancing them to meet legislation. All this in the context of still having to have a thousand lunches ready for midday. To add insult to injury one of the initial effects of healthy school meals was falling uptake. We even saw on the news parents passing bags of chips through the railings of schools at lunchtime.

It did seem that the school meal industry was caught in a damned if you do and damned if you don’t vicious circle. Despite the size of the challenge the dedication and hard work of school meal providers around the UK started to pay off. Uptakes are rising in many areas the feedback from the LACA Parent pay survey shows around 90% of pupils rate their school lunch as Good or Ok.

Jamie Oliver’s recently published Manifesto looks to set the scene for the future of school meals and notes the hard work to implement nutritional standards that are now being accepted even embraced by the pupil community – it does however go on to highlight that the government has recently removed the requirement for new academies to meet nutritional standards.

As well as Jamie I know many in the industry are lobbying the Government to reverse this decision as it could potentially undermine 5 years of hard work.

How can a two tier system be maintained? LACA Chair Lynda Mitchell recently reported in her Blog that a group of school meal providers had all been asked by new Academies to provide food not permitted under the nutritional standards. Michael Grove maintained when questioned on this recently on Sky news that he believed the Head Teachers of new Academies could be trusted to provide good food.

The school meal survey published today reports 47% of parents in secondary schools want more information about the school lunch, of these 89% highlighted Nutritional Analysis as one of the areas they want information. I would imagine further questions will be coming Michael Gove’s way about meeting this clear requirement from parents.

That’s all from me for now if you get chance to support an event taking place as part of NSMW make sure you do, it’s a great way of raising awareness.

We have moved!

2011-09-28T08:29:00.000-07:00

Fretwell-Downing Hospitality have moved!

We have a great new office base, that we have now settled into.

Take note of our new address...

Floor 1 Unit 1 Hawke Street Indsutrial Estate
Hawke Street
Sheffield
S9 2SU

The New Look FDH Website!

2011-08-11T07:22:00.000-07:00

After a few months of hard work, we have finally got our new look website up and running!

We like it, and hope you do too. So have a look around and see what you think.

We're particularly proud of our 'Saffron Effect' widgets!