Letters
Ethnic staff and good management
REGARDING your article by Derek Taylor, "Hospitality has no room for prejudice" (Caterer, 20 May, page 24), I would definitely agree with many of the points he discussed, especially regarding black people in the industry.
I have been in the industry since the late 1970s, and what I tended to find was that when trainee managers from catering schools were working at the hotel, their understanding of the ethnic workforce was limited. It was quite clear that many had not been in contact with black people.
What I feel needs to happen is that students attending catering college (ie, trainee managers) should be made aware of how to deal with people from ethnic backgrounds. Managers from ethnic origins doing a short presentation complete with handouts could achieve this.
It is very important that middle managers realise that the more understanding they have about members of their workforce, the easier it will be to manage them.
Tony Wilson
Recruitment Liaison Officer,
The Mayday Group,
London E1.
Put cancellation details in writing
A RECENT experience has encouraged me to call for a more concerted effort among venues to be more diligent when handling cancellations. Where bookings can easily run into six figures there is a potentially high exposure of costly penalties when cancellations are not adequately logged.
As we are a venue finder, booking many thousands of events each year, you might expect us to be fully aware of the risks, which of course we are. However, with the new technologies of e-mail and the Internet replacing more traditional methods of communication, are we happy that secure release of, say, a four-day sales conference for 200 can be relied upon? What if the hotel subsequently seems not to have received notice?
Obviously, this does not single out e-mail as the only case for concern. Indeed, any system is open to criticism if it does not achieve the desired outcome. It is just another thing that may go wrong - even using the regular post is not a guarantee of delivery.
The only completely secure method is for clients to cancel in writing and for hotels to respond likewise, thus putting the onus equally on both parties.
David Campbell
Managing Director,
Banks Sadler,
London NW1.
Linen supply need not be a nightmare
IT IS no wonder that Michael Gottlieb's management cannot find the time to change his linen rental supplier (Caterer, 3 June, page 18), as they are too busy "checking the Byzantine system of charging".
Mr Gottlieb should choose one of the many linen rental companies that already offer what he proposes in his new, visionary laundry company. He does deserve more from his linen supplier, and if his management can stop fire-fighting for a few minutes, they will find a number of suppliers that will:
l Invest a substantial sum in stock, yet charge only for the items delivered clean to the premises.
l Allow customers to increase or reduce their stock to meet the demands of the business - a task best left to management, as they have newly discovered time on their hands.
l Submit clearly laid-out monthly invoices, which relate to delivery notes checked off by the client's staff (if you receive 100 items at 10p, £10 is charged to your account).
The modern linen rental company will require a contract, as it makes a substantial investment in linen to satisfy its customers' requirements. The linen rental company cannot have every Tom, Dick and Harry running off with its linen stocks: look at the number of restaurants that fail.
Patrick Hunt
Business Development Manager,
Bourne Textile Services,
Bourne,
Lincolnshire.
No insurance for millennium night
In all the delirium over the millennium and bugs and "who's doing what for whom" on the night, it behoves all of us to study our insurance cover for the night in question.
To my knowledge, the utility companies providing gas, water and electricity are not guaranteeing continuity of supply during this period.
Imagine your property at midnight losing its electrical power through no fault of yours. In theory, your emergency lighting gives you plenty of time to shepherd your guest to safety.
Suppose one of your guests trips over a torn carpet or has some sort of accident that could be attributed to your or your employees' negligence.
Your insurance policy will not cover you for any claim by that guest for compensation due to the accident, as it will have happened as a result of the failed electrical supply, which is millennium bug-related and therefore not covered.
The owners, proprietors and/or directors of your company would be liable, directly, for any claim by a guest where the negligence that caused the accident was your fault, but due to a power-supply failure - not your fault because it is "bug" related: it is your power supplier's fault - your insurance company will not accept the responsibility.
Check it out. You will find I am correct. And to date there is not a solution, as cover cannot be purchased.
Tony Perrin
General Manager,
The Regency Hotel,
London SW7.
Starring role in customer care
CUSTOMER care is big news nowadays. Not only are there countless awards for the best service, but companies are also regularly employing undercover inspectors to check out the service provided by their staff.
I am working on a television programme that is looking at customer care and customer relations in pubs, restaurants and B&Bs.
I would like to hear from anyone with stories, opinions, and expertise in these areas. I would also like to hear from Caterer readers about the most difficult customers they have had to serve.
I can be contacted on 0171-692 5081.
Joanna Woolf
Fulmar TV
London NW5.
