Letters

HERE'S A TIP FOR CONFERENCE FIRMS

I would like to raise the issue of gratuities to conference staff and ways of improving service levels for delegates.

Generally, service staff in the USA have extra reason to be motivated because they keep their tips, which are at recommended percentages of the bill.

In Britain the tendency is for gratuities to be pooled (if distributed at all) and there is no direct link between service and reward. This is possibly made worse in the context of conferences, where a group booking is not viewed by staff as a direct source of a tip.

Supposing, however, organisers paid part of the daily tariff for service; that it was a sum voted on by delegates in the light of their experience of the venue; and that hotel managers let staff know in advance which clients were the most valuable to impress.

A post-conference share-round could be worth thousands of pounds. Wouldn't this be a recipe for improved performance and satisfaction all round?

David Campbell

Managing Director,

Banks Sadler,

London.

WHERE ON EARTH DID WE GO WRONG?

Even the offer of a promising future and free use of a fully equipped leisure club could not keep our newly appointed operations manager with us for longer than four hours.

I felt sure that we had found the right person. The salary was acceptable and the conditions of employment discussed and agreed.

It must have taken almost four hours to welcome and settle in this new member of staff so presumably the blame cannot be laid entirely on our doorstep.

In despair, I question my induction procedures and expectations. On the other hand, is it just that people can pick and choose jobs too easily nowadays?

If an employer treated an employee in the same way there would no doubt follow complaints about inconsiderate and over-demanding bosses.

I welcome comments from fellow hoteliers who may ease my confusion.

In the meantime, I'm going to enjoy a swim to cool off.

Richard Stables

Proprietor, Crown Hotel, Boroughbridge,

North Yorkshire.

CAN YOU GIVE A STUDENT A HOME?

I am writing to find out if any readers running hotels or inns would be willing to offer work placements in hotel management or innkeeping to people from Japan on a live-in basis.

These placements would take place under the DfEE's Training & Work Experience Scheme and last for up to a year. The rules of the scheme forbid the payment of a salary but pocket money would be permitted.

Offering such a placement would provide the hotelier with valuable insight into the Japanese market and useful business contacts.

Anyone able to help should write to me outlining the proposed placement, which must last at least three months and be suitable for a graduate.

Zoe Bremer

48 Holland Road

Kensington,

London W14 8BB.

WE DON'T OFTEN GET WHAT WE PAY FOR

As part of the management team for an outdoor catering company, I am always concerned about using agency staff.

I believe that by using them we are taking a big risk, as functions are usually one-offs and winning more business often follows on from an event's success. This past year I have seen agency staff selling raffle tickets to our company directors; asking the chairman of a company for a job; pouring gravy without a spoon or liner from a sauce boat; and dive-bombing guests' plates with the food because they can't silver-serve.

I am sick of agency staff arriving out of uniform, then asking when they are going to be fed.

We have used lots of agencies in London and they are all pretty much the same. We now have agencies asking us if we want premium service - so what else is silver service then? Here is a message to agencies: train your staff in silver service to begin with and get it right. We hand over enough money already and aren't getting what we pay for. And, as for paying more, we're not complete idiots!

Nick Yon

Beeton Rumford Special Catering,

Earls Court Exhibition Centre,

London.

IRISH PUBS PREFER A CHOICE ON SMOKING

I would like to correct the impression given in your article "Irish pubs threatened by smoking bans" (Caterer, 18 November, page 8). We do not support total smoking bans.

The Restaurants Association of Ireland is an enthusiastic supporter of the Courtesy of Choice Programme, and to date about one-third of our membership are participants.

This programme allows for smoking and non-smoking areas, carefully worked out using existing airflows and ventilation. It also complies with current Irish legislation.

While our members may feel that the pubs should have to comply with the same 50% provision for non-smoking in their fixed-seating restaurant areas, we have always recognised the economic dangers to restaurants of total smoking bans and support the various voluntary programmes being introduced by our colleagues in the hotel and pub sectors.

Henry O'Neill

Chief Executive,

Restaurants Association of Ireland,

Dublin.

FIGURES DON'T TELL THE WHOLE STORY

I WOULD like to point out that the coverage of my report, Managing Your Stakeholders, headed "Hospitality groups are too mean to share their profits" (Caterer, 25 November, page 7) highlighted only one aspect of the report - community involvement. The report looks at seven major issues ranging from training and development, equal opportunities, communication and consultation with employees through to the environment, health and safety, and employees' financial participation and involvement.

Managing Your Stakeholders benchmarks six major leisure companies with more than £1b turnover against retail and banking companies. It studies their progress and notes the improvement in coverage in both annual reports and additional publications. Under community involvement, it says: "The cash is not the full picture as many employees hold fund-raising events where the company often matches their efforts, and employers may provide charities with offices and accountancy services."

We hope to encourage companies to work with all their stakeholders, and give examples of good practice and areas for improvement.

Janet Salmon

Richmond,

Surrey.

PUT SOME PASSION INTO YOUR LIFE

I read with interest Forbes Mutch's Opinion about passion (Caterer, 25 November, page 19). I am a hotel management graduate from Goa, India, presently working with one of the most reputable catering companies of Dubai, located at Dubai International Airport.

I joined this company as a waiter but was dissatisfied with the job. Luckily, I got the opportunity to work in the quality department of the same company as a quality controller. It was a great feeling when we achieved ISO 9002 shortly after I joined the department.

What I want to say is that, with a little passion, anyone can achieve success in a very short time compared with any other industry. In my opinion, those who are spoiling the name of this industry are either lazy or lack the passion for work.

Shokat Ali

Quality Controller, Abela & Co, Dubai, United Arab Emirates.