Goodwin & Associates Blog
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Social Networking
It’s Time to Grow!
New and exciting developments over the past few weeks will soon be bringing positive changes to the way you view, and interact with Goodwin and Associates! Our support staff has been working hard to create Facebook and Twitter pages that will provide a more user-friendly way for our shoppers, fans, readers, friends, candidates, clients and employees to know what is going on around our company.
Facebook has become an effective and profitable way to market businesses and cultivate a following, and Twitter is a miniature, more immediate version of that concept. Used together, these two programs are going to allow us to constantly update our job postings for candidates, notify shoppers about available mystery shops, give immediate, public recognition to our staff, and communicate with clients. All of this will be done in real time, and will make the speed at which we can do business impressively fast.
We are very enthusiastic about getting these new programs up and running and will soon be announcing their launch. When this happens, we will include links to these sites here, in our blog, so that you can follow us, become a fan, and participate in our growth!
Stay tuned…..
Celebrating our team!
I am always excited to share news of our team’s accomplishments and celebrations with our readers. I am very proud of the team that we have cultivated and the strength with which that team has grown. Their talent, passion and work ethic is what has assured that, despite these challenging economic times, our company is thriving and growing by leaps and bounds.
This August represents the 3 year anniversary’s of both Jessica Diamond and Scott Gaba with GAHS! I wanted to thank them for their loyalty, dedication, and success. Both Jess and Scott have emerged as cornerstone pieces in our organization’s present and bright future. Both have shown temerity and perseverance, as they have grown their individual businesses from scratch, to where they sit today. Looking back from day one, its quite impressive to see how they have evolved. I could not adequately express my appreciation for them in words, and I am grateful to both of them, for many reasons. Here’s to the next 3!
Also, this August also represents Jenn Wakelin’s one year anniversary with GAHS. Jenn’s high quality client service standards and ownership of her client relationships make her shine! I appreciate her, as does our whole team.
To quote the great Babe Ruth, “The way a team plays as a whole determines its success. You may have the greatest bunch of individual stars in the world, but if they don’t play together, the club won’t be worth a dime.” This statement rings true throughout our organization, and all businesses. We have a team of super stars, but it is how well we work together, to achieve our common goals, that makes us extraordinary.
Great Place to Stay! The Viking Hotel, in Newport, Rhode Island
Just returned from vacation. My wife and I had the chance to visit Newport, RI for a few days, and had great weather!
I wanted to share with our blog readers what a great experience we had at the Viking Hotel, during our short, two day stay. Right from our check in process, the staff was very attentive, professional, and upbeat. Our room was beautiful, overlooking the water. The Viking is not known for over-sized rooms, but the beautiful property, well-kept common spaces, and attention to detail make up for that and more! If you are planning a visit to Newport, or planning a business meeting, I’d highly recommend the Viking. It’s a short, few minute walk to the water, restaurants and shops. Your personal get away or business meeting will be in good hands!
Making the Most of Your Summer “Staycation”
Good afternoon, everyone!
I came across his article, reviewing the recent changes to the taxing guidelines for meals and rooms, from the New Hampshire Lodging and Restaurant Association. Please read below:
The budget the State Legislature passed yesterday increases the meals and rooms tax from 8% to 9% EFFECTIVE July 1, 2009. All meals and rooms tax licensees should implement the necessary changes to their systems to reflect this change on July 1.
NHLRA requested that DRA Commissioner Kevin Clougherty have his department work on a Taxpayer Information Release (TIR) that will explain how they will implement the new requirements. He hopes to have it completed by tomorrow and will e-mail it to us as soon as it is ready.
The new requirement for licensees will be to obtain a $5000 bond to insure the payment of meals and rooms tax. The Department will be phasing in this requirement and licensees will be notified by mail.
Campsites:
EFFECTIVE July 1, 2009, campsites will have to obtain a meals and rooms tax license and begin collecting the 9% tax. In the absence of further information, campsites would be wise to go to the website of the Department of Revenue Administration and start the application process.
NHLRA will pass on more information as it becomes available.
This article made me think about the current economic temperature and how it is effecting America’s use of hospitality- based business, such as hotels, restaurants, theme parks, transportation systems, and so on. Tougher times cause us to take a look at what we can afford to cut back on in our daily lives and often travel, entertainment and eating out are the first cuts that we make.
There has been a drastic rise in the popularity of “staycations” this summer, with families spending their vacations at home, enjoying their own towns. This is a great idea, as it encourages families to be more creative, to notice things around them that they pass by every day and have previously never explored, and to focus more on just spending time together. Instead of spending a large chunk of money on travel expenses, “Staycations” give us the chance to try out more local restaurants, visit more museums and parks, try exotic cuisines and enjoy smaller indulgences. If you are spending your vacation time at home this summer, why not treat yourself to a nice, new restaurant. You could try out Vietnamese food, experience a Tempanyaki dining room, savor a new ice cream flavor, or even revisit your favorite local chain restaurant. The point is that cutting back, doesn’t always have to mean missing out.
Sure, the taxes may be a bit higher on dining out, but there are many ways to enjoy a night out, without emptying your wallet out. Restaurants have been responding the economic crunch by offering get specials, coupons, lower prices menu items and even Buy One, Get One and Kid’s Eat Free offers. You can easily research these specials on line, in local guidebooks, and even just be asking at the location.
We’ve seen within our Mystery Shopper Program, that our shoppers are enjoying having the opportunity to eat a meal out, and have most of the cost of it reimbursed, just by filling out a report and giving us their opinion. Not only is this a great way to enjoy dining out cheaply, or even for free, it helps the restaurants improve their business, so that they can have more repeat guests.
So, don’t feel like a tough economy has to ruin your vacation. There is still plenty out there to enjoy and plenty of way to do it. We just need to be a bit more creative. To learn more about The Mystery Shopper Program and becoming a mystery shopper, visit http://goodwin-associates.com. To find deals on local restaurants, try www.restaurant.com, where you can buy gift certificates to many restaurants, for half price, or http://www.wow-coupons.com/restaurants.php, where you can print out coupons for some of your favorite eateries.
Enjoy your summer……and have some fun out there!
Launch of Our Newest Service
Good afternoon!
I wanted to let you know that we are pioneering a new program, which we are very excited about. We are now offering courses in serving alcohol, safe food handling practices, and sexual harassment awareness. We are offering these programs completely online, through Learn2Serve. Clients can simply login and take the course online, at a time that is convenient for them. Our courses cost much less than ServSafe and provide the flexibility of being able to offer it to all restaurants and businesses, since it is online and easily accessible. You can learn more about this innovative and cost effective way to train, at http://www.goodwin-associates.com/online-university.html.
We are very excited to be adding yet another valuable tool to our menu of available services. To learn more about all of the ways we can benefit you, whether you are a business owner, a hospitality employee, a mystery shopper, or just getting started in the hospitality industry, check us out, at http://goodwin-associates.com.
Happy 4th of July!
Wishing all of our shoppers, clients, team members and friends a happy and safe holiday weekend! For those of you who have been seeing rain clouds for the past few weeks, I hope that the sun comes out for you, so that you can enjoy some summer fun!
As a reminder, our offices will be closed from Friday, July 3rd, until Monday, July 6th, in observance of Independence Day.
Have a great weekend! Enjoy time with your friends and family. Take in a fireworks show. Have a barbecue. Wear sunscreen. Stay safe and take a moment to appreciate the freedoms that we have!
Happy 4th of July!
ORGANIC BURGER CHAIN SIGNS NEW YORK CITY DEAL
Elevation Burger Signs Multi-Unit Agreement with Experienced Restaurant Operators
Arlington, VA, May 13, 2009— Elevation Burger, a Northern Virginia based chain known for
its tasty organic burgers and patented fresh cut fries cooked in olive oil has signed a multi-unit
franchising deal with experienced restaurant operators Fabian Rosario and John Harris for Lower
Manhattan. The innovative Elevation Burger chain is rapidly expanding its organic burger
concept throughout the United States with three locations open in Falls Church, VA, Arlington,
VA and Baltimore, MD and over forty new locations in development across Texas, Pennsylvania,
New Jersey, Maryland, Northern Virginia, Washington, D.C., New York and Florida. Fransmart,
the company that helped launch the ultra successful Five Guys Burgers & Fries chain, is leading
the franchise development plans for Elevation Burger.
Rosario and Harris are both experienced New York City restaurant operators and real estate
investors. Rosario is co-owner of the Brooklyn IHOP restaurant, which is one of the top three in
sales locations in the IHOP system. Harris owns a full service restaurant, “The Spot” American
Bistro, in Prospect Heights, Brooklyn.
“We both own full service restaurants and when we decided to do a restaurant together, we were
interested in the growing fast casual category and we wanted a hamburger concept. Elevation
Burger immediately caught our attention. First and most important was the simple menu.
Elevation Burger focuses on one thing – burgers and fries – and they do it well. Secondly, we
were drawn to the grass-fed, 100% organic beef burgers and fries cooked in Olive Oil. Living in
New York City and witnessing the success of Chipotle, Whole Foods and Trader Joes in
Manhattan we knew there was a market for an organic fast casual burger restaurant,” said
franchisee Fabian Rosario.
Elevation Burger has had an explosive amount of support from local patrons in the Washington,
DC metro area since it first opened in 2005. The concept has received recognition in prestigious
publications such as Washingtonian magazine and The Washington Post as “best shake” and “best
burger” nominees. Founder Hans Hess received the “Green Business Visionary” award in 2008
from the Washington Business Journal, and will be receiving the 2009 Green Business Award from
Washingtonian Magazine in May of 2009.
About Elevation Burger:
Elevation Burger is a rapidly growing, fast casual concept serving 100% USDA-certified organic,
100% grass-fed, 100% free-range beef burgers and a patented process for fresh-cut french fries
cooked in 100% heart-healthy olive oil. Their tasty burgers are made with fresh and never frozen
patties. Founded by husband and wife entrepreneurs Hans and April Hess in 2005, the chain
prides itself on an “elevated” experience and an organic/fresh approach that puts people and
product ahead of profit. The first location opened in 2005, offering Northern Virginia a heartfriendly
menu full of flavor. Hans and April’s belief that “Ingredients Matter” has brought the
restaurant rapid success and popularity. Driven by their passion for delicious food that’s organic,
sustainable and fresh, Elevation Burger began franchising in 2008. Restaurants feature highefficiency
equipment as well as recycled, recyclable and rapidly renewable finishes, and the
company even aims to certify newly constructed stores under the US Green Building Council’s
LEED rating system – a rarity in the restaurant industry. Restaurants are 1,800-2,500 square feet
and seat 50 to 150 guests with outdoor seating.
How Kitchens & Restaurants Can Be Prepared for a Potential Swine Flu Outbreak
The spread of the swine flu virus or what the World Health Organization has termed influenza A(H1N1) has the potential to severely impact the hospitality industry. HospitalityLawyer.com offers the following resources to aid the industry in addressing the potential spread of the virus.
Pandemics and the Hotel Industry by Charles L. Menges & Joseph P. McMenamin, McGuire Woods
With the recent decision by WHO to raise the pandemic threat level from Phase IV to Phase V, it is only rational to be concerned about the problem and to activate your pandemic plan. Basic public health measures, including hand-washing, covering coughs, and staying home from work when sick remain absolutely essential, foundational steps. The value of gloves and masks is frankly debatable, and probably depends on how they are used, but the FDA recently gave approval to the purchase and use of N95 masks by the general public. The industry may well wish to consider stockpiling personal protective equipment such as these items. The general public will probably expect it, workers may demand it, and at least some protection may be provided. No one measure is apt to be a foolproof solution. Rather, taking rational, consistent steps, with constant attention and responsiveness to public health authority pronouncements, would seem to offer the best hope of minimizing the impact that the virus threatens to have.
Click here to continue reading.
Click here to learn more about how a potential pandemic will impact business continuity, contract claims, and insurance disputes. Menges and McMenamin also list suggestions for a preparedness plan.
Practical Pandemic Preparation by Fisher & Phillips
For most employers, protecting their employees during an influenza pandemic will depend on two basic approaches: emphasizing “common sense” hygiene (cleaning hands and decontaminating surfaces) and practicing “social distancing.” Social distancing means reducing the frequency, proximity, and duration of contact between people (both employees and customers) to reduce the chances of spreading pandemic influenza virus from person-to-person. Employers may take additional protective measures, including engineering changes, procedure changes, and requiring the use of personal protective equipment, based upon the specific occupational exposure risk of their job tasks and work place. Use of respiratory protection (respirators) and barrier protection (facemasks) may be components of a comprehensive plan to prepare workplaces for an influenza pandemic, but employers must comply with applicable OSHA standards.
Click here to read more, including a Pro-Active Pandemic Strategy and Checklist.
Swine Flu Frequently Asked Questions from Forensic Analytical
As we are all aware, the global community is in the midst of managing an outbreak of a new influenza of swine origin. Forensic Analytical Consulting Services (FACS) has prepared this bulletin to help our clients, business partners and members of our community navigate through the maze of information available in order to stay well-informed and prepared for contingencies.
Click here for answers to questions such as “Should I wear a facemask or respirator?” and “What about disinfecting surfaces?”
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Suggestions for the Hotel & Restaurant Operator:
1. Add sanitizer (and/or sanitizer wipes) to all guest rooms.
2. Housekeepers should wear gloves and safety glasses (a great time to reinforce the need for this policy),
3. All food service personnel should wear gloves.
4. After coughing, sneezing, smoking, etc., all employees must wash hands thoroughly with soap and water. Experts recommend washing hands for 20 seconds.
5. Be sure to use different mops for kitchens, public areas, and restrooms.
6. Make sure all mops are cleaned and sanitized after each use.
Comment Cards – Why They Are Not Much Better Than Nothing!
Ah, Comment Cards – the mainstay of customer feedback for restaurants! My favorite is the card you are to mail, if you have a stamp. Or, those cards you leave with the server or cashier, which mention the performance of that particular server or other associates. I wonder where they go, if the commentary is negative. Yup, I sure would pass along to management a less than perfect commentary. Let’s not forget those comments which state a pressing problem – poor service, condition of the bathrooms, meal preparation and the like. Fortunately, we see those at some point in time, usually way after the fact, so the unsatisfactory experience is etched in our guest’s memory, although we might send a letter (a lost opportunity, too little, too late). Comment cards are not much better than nothing – lip service for many (of course, we care what our guest says; just don’t make it too loud, too frequent or too honest. I am trying to run a business here). Do not become obsolete in your prime. You certainly can do better.
Start with the premise of feedback. This is the mechanism to report upon our performance – what we did well and what we need to improve upon. We want to keep our survey questions short (due to the respondent’s attention span), simple (not tax the cranium) and relevant to our operation (so we have some benchmarks). Most importantly, we want to match our chosen feedback mechanism to our audience, in order to elicit the greatest response.
Here comes a major disconnect, just like the hospitality businesses which felt they did not need a web site. Your audience is connected and wired, and e-mail and texting are their every day communication vehicles. Think about it. In your operations, you have moved to the ‘paperless’, using electronics for your financials, your daily reports, and your payrolls. Take the next step – get your message on the right mediums.
Gathering “Feedback” requires a blend. Every day, you take an inventory of your business, walking the restaurant, speaking with staff and guests, reviewing reports. But, probably, you are too close to the business (the old trees and forest analogy).
Mystery or secret shops are a good means to get a snapshot in time of your operation or particular aspects of your business. These are unannounced, incognito evaluations of your SOP’s (what you want your customer or guest to experience). You now have this “thumb nail sketch”. If the shops are done frequently enough, you start to see trends, training opportunities, standards which need some tweaking, etc. Plus, it keeps your staff on their toes and wearing name tags, if required.
For a more comprehensive evaluation of your business, you might consider the services of a Hospitality Assessment or Quality Assurance company. These professionals provide an in-depth review of your entire operation, considering industry norms and standards for product, service and condition of the facilities. Their reports provide a map for continuous improvement.
Ultimately, the bottom line is what your customers and guest think. You can ask them directly, if you have the time, and they are prepared to respond honestly. You can await their comment cards. You can scan all those internet portals for unsolicited reviews of your business, respond where you can, but, ultimately, “suck it up”, as your consumer has spoken to that vast global audience of critics and potential business.
Or, you can proactively solicit feedback which is immediate, actionable, and credible through technological solutions. And, here are two key words: immediate and actionable. What we learn months or even a week after the fact has absolutely no credibility; hence, you want to know about their experience right away and share it with your management (their performance report). Immediacy means you can take action right away and address an issue, and, perhaps, save or enhance the experience. Technology can prompt feedback on-line, through POS, and other means. To survive and prosper, this is where you need to be. Raise your game!
It is time to move to the next plateau, the next frontier, and use “Guest Feedback” technology for the following reasons:
Comment cards simply do not provide a meaningful response about the guest experience, because not everyone participates (usually only the disgruntled and the gruntled) and you have a critical time gap. Comment cards are superficial;
Technology reaches a broader, more representative and diverse audience, quickly, because the majority of your guests are technology savvy in some fashion. The responses are timely, and they validate your relationship with the guest and allow you to better manage the experience;
With a request for an e-mail address at reception or point-of-sale, you begin to build a significant data base, which serves as a super marketing opportunity for your business, from guest preferences to special announcements and deals;
Just because the guest may be satisfied with one visit does not mean they will rebook or revisit. But, now you have another opportunity – to build loyalty. It is easier to retain an existing guest than recruit a new one.
There is no better time to better manage the experience, frame the expectations, create real value, which you can then market! Get with the program(s)!
