Service industry workers, Unskilled or Unsung heroes? You decide. (A quick read)

I am sure many of you have sat back in your seat after a wonderful meal and said “right at this moment life doesn’t get better than this.”, without a second thought to the kitchen porters, cleaners, commis and waiters that made it happen.

Perhaps having had to endure the morning commute on your clean train, that first cup of coffee has been your saviour, yet you cannot recall the name of the always positive person who served it to you.

As you sit down at your clean desk having got to your floor because the lights and the lifts worked, you don’t even notice the bin has been emptied. You visit the pristine bathrooms but have probably never acknowledged the housekeeping teams that arrived an hour before you, and will leave hours after you, to ensure your workplace is a pleasurable environment conducive to you and your company achieving results.

Our service teams help the business do business and our people thrive

The legion of hardworking, committed, often lower paid employees are the army of workers who help business do business and people have fun. From facilities and service contractors, hospitality to infrastructure these teams are often overlooked and undervalued because they are not “fee earners” or the “glory boys & girls” as I like to call them.

Kitchen porters are the real rock stars of the kitchen

Priti Patel have you ever spent 8 hours in a hot kitchen wash up area in a basement … I thought not, because if you had, you would not label our KP’s as “unskilled”. Ask the brilliant Jay Rayner; he decided to take on the role for his article in 2015  and concluded that our kitchen porters are rockstars.

Michel Roux explains all meals start and end with the kitchen porter, no matter how well the food is cooked or how many Michelin stars the chef has. If the plate is dirty, it gets sent back.

Do not believe this legion of saviours are uneducated, often it is simply that they use the position to gain their first role while they learn English and then move up the ladder, or because it is flexible enough to work around their studies.

Escoffier, widely proclaimed as the god of chefs, revered his KP’s, often seeing and nurturing their talent. With his most famous kitchen porter, who he later promoted to pastry chef at The Carlton hotel, being Ho chi Minh who sadly had to leave in order to pursue his political ambitions and honour his country. Unskilled…uneducated..? I don’t think so.

The Rock is one of the most popular actors of our time, he also did a stint as a kitchen porter, saying it built character and is probably why he treats people so well today.

Ester Mcvey why aren’t you shouting about the value and worth of waitresses? I seem to remember you were a pretty good one once when I worked with you at Tuttons in Covent Garden.

As a nation we need to start valuing our service teams not taking them for-granted.

The reality is that in this country we do not value our service teams, acknowledge their worth and most importantly their contribution to our economy and overall well-being. Consequently people do not want to join service industries or do these roles, whatever the wage, believing the roles are beneath them. If the government believes the economically inactive within the population should undertake these jobs, perhaps they should start by valuing and singing the praises of these unsung heroes themselves.

Luckily other nations do not have the same negative bias, they view the service industry as an honourable profession, as we all should, that takes a unique skill set to master. It is these groups that have helped our service industries survive, taking on the roles that our home grown teams don’t want to do.

I have loved and continue to love my career in hospitality despite being discouraged to enter it at school.

From a young age I decided hospitality was the career for me despite being discouraged at school, which still happens all too often today. I started waitressing on Brighton seafront age 15, and having worked in hotels, bars, restaurants and Clubs for several decades, I may have worked damn hard but I have also had, and continue to have, a lot of fun. I have learnt valuable life skills, built my confidence, worked my way up to MD and am now the owner of my own business. I travel the globe and meet amazing people who inspire me, many of whom are kitchen porters, cleaners, waiters, receptionists, security teams and chefs. Yet we are not shouting enough about the benefits of our service industries.

How much are you prepared to pay for your meal or coffee?

The government tells us to pay these “unskilled” workers more and reduce hours. We are doing that; wages within hospitality and facilities have increased by an average 4-10% year on year since 2000, with kitchen increases being on average 14.8% year on year. According to some reports, 38% increase in bar wages, reduced hours and four day weeks have become the norm in kitchens on most hospitality rotas and split shifts are dying out increasing wage costs still further along with food costs, rent, rates and insurance, yet the cost of dining out has not increased at the same rate. The maths do not stack up, these steadily increasing costs across the board mean businesses simply cannot afford to stay afloat.

How much are you prepared to pay for your meal or coffee? How many of you use vouchers and discount codes to offset the cost of a meal or stay?

We have 800,000 vacancies across our industry if you fancy a career change Priti Patel.

Do you honestly think by stopping the the flow of overseas workers and their ability to take on “unskilled” roles it will suddenly mean the UK’s unemployed will be queuing at hospitality’s door? Of course not. It will take years for our nation to understand the value and benefits of working in the service industry and what joy can be gained from “making someone’s day”.

In the meantime Priti Patel, we have a few vacancies, about 800,000, if you’ve ever thought of a career change…. but do you have the right skillset? Empathy, tact, commitment, organisation, patience & people skills just to name a few ……we don’t just hire anybody!

Don’t leave it too late before you start to value our unsung heroes.

Only when you can no longer eat out or get your morning coffee because your favourite eaterie or local coffee shop has closed down due to rising costs or lack of employees, or you have to clean your own desk and empty your own bins at work…. will you then start to realise you underestimated the positive contribution these teams make to your day to day well-being and their contribution to the economy. If you do, great, but by then it will be too late.


Mary Jane Flanagan MBPsS Fitol

CEO mjinspire ltd

Hospitality & Facilities champion


Rock and ready to go

When you work within the hospitality industry it’s always interesting to visit a hotel or restaurant at shift change, their gaps in service, processes and people skills always stand out. Even the best can get it wrong resulting in guests not returning or lousy reviews across the myriad of sites. Guests don’t understand that there is a weak link in service when handovers, late arrivals and last-minute absences are exposed. ( along with just after opening and just before closing these are the service danger zones that leaders should seek to reduce ensuring a consistently exceptional service for every guest, every time. )

It was with trepidation, therefore, I decided to pop into the Hard Rock Hotel London to see how the service and standards were at this crucial time of day.

I was pleasantly surprised, particularly as over the last few years I have noticed a decline in the eye contact floor teams give unless they are in front of you. I believe this is one of the downsides of technology, people are so used to looking down at their phone they have lost the habit of looking up and scanning the room. Though it was busy but not rammed, team members smiled at me as I wandered around looking at the memorabilia, illustrating they had been trained to look up, notice and engage in conversation ( not just acknowledge ).

Whilst wandering around I saw three teambriefs / handovers being conducted, unobtrusive yet obviously hitting the point, whilst those finishing their shift remained focused on the guests arriving.

Bars were being set up for a busy evening, banter (always appropriate but adding to the atmosphere ) appeared to be happening between team members as they switched over. It was calm, controlled yet still had the Hard Rock hallmark.

Francesco gave me his full attention, despite only arriving at work 20 minutes earlier, offering suggestions, subtly upselling ( nicely done! ) and delivering an excellent drink.

The Hard Rock is known for its exceptional customer service and the highest standards, however, in the past, I haven’t always received this in other countries. London was different they were spot on, I’m impressed. This can not be achieved by only delivering preopening training or induction, they have obviously kept the message alive and maintained momentum through delivering exceptional teambriefs.

If I walked into your restaurant or hotel between 4:30-5:30 what service would I receive? Unless it is consistently excellent I suggest you send your managers and supervisors to the mjinspire skillsbootcamp – 90 minutes of Inspiring learning with practical tips and tools they can immediately bring back to the workplace and use.

Click here for the schedule

The Teambrief skillsbootcamp takes place on the 14th August 2019 in Central London 10:30-12.

As for the Hard Rock hotel they were rock and ready to go.


Teenagers aren’t lazy they just need sense of purpose

Watching my 17 year old son James and his team prepare for The Gibraltar Cup, where 8 troops of Royal Marine Cadets who have fought hard to win their regional competitions are put through their paces to find the best of the best (Kings Squad), I am reminded of the negative comments I hear on a daily basis about ‘the new generation’

Apparently Gen Z and Me..llennials have no commitment or staying power, they lack respect & want to run the show. They spend all their time in front of a computer and don’t want to get out and experience things. Really! Because that’s not what I see.

This is the third time his troop have had the opportunity to represent Zulu Company, their purpose made clear and expectations reinforced. Each time they have all put their heart & soul into perfecting their performance. Last time, as the only troop to represent the national cadet force in the presence of their Major General Prince Harry and before that at The National Drill competition – they won! ( it’s the first time they had entered )

They have forgone nights out, parties and trained every weekend, most week nights sometimes in pouring rain and had to fit preparations around exam revision, school work and other commitments.

If you ask them if it is worth they’ll tell you absolutely.  When asked why, James and his teammates replied……

“We are in this together, we don’t want to let our team, our troop, our troop Sergeant, our Commanding Officer ( ExFalklands Veteran Sergeant Woods – one of the best role model’s I have encountered) or Zulu company down.

James went on to say they have thrown everything at us, we are so grateful.  We have received visits by commanding officers from other troops who have competed in the Gib Cup giving us advice and tips to practice weekends with lots of tough talk combined with encouragement.

This post from Zulu company gives an example of how they have been motivated:

James and his troop have been given a purpose they believe in, that they want to fight for and aim to win. It has given them a team spirit like no other and although not all are equally as strong, James explained “we’ll get them through, me at the front, Ross at the back, Carl in the middle with strength dotted through the line, we have one or two novices and if I have to I’ll carry their day sacks with my own to make sure they keep up on the runs. We won’t let anyone go unsupported, we’ve got this.”

They face three days of challenges in Lympstone, the home of The Royal Marines, testing their assault, map reading, teamwork, fitness and corp knowledge. Their final test will be ‘bottom field’ where they have to climb over, under and through water, mud, ropes, walls, hauling logs up hills and every assault course challenge you can imagine…… Whilst carrying full billy cans. He explained “it is not about being the quickest, it’s about completing the course as a team, having fun, ensuring we don’t leave a man or woman behind and that we get them through it….I can’t wait.

I don’t know anything about the other troops that are competing, so not sure if we’ll win but we will give it our best shot everything we’ve got.”

All their Preparation, hard work, grit and determination however paid off as they have just become the the holders of the Gibraltar cup, it was close, they won by only one point which shows how high the level of commitment is across all the troops that took part.

He did admit that once this is over he may well catch up on those parties he has been missing and who can blame him or his team mates.

All of his troop both male and female are aged between 15-17, love Xbox and can be stroppy at times but when they are given a purpose they believe in, the support to achieve it and the belief they can they rise to the challenge they are as committed and focused as the most engaged team members.

So next time you question the commitment of your ‘new generation’ ask yourself how you give them purpose? and whether you foster a belief in their abilities and allow them to flourish?

The Royal Marine Cadets are always looking for donations and grants to help fund all the activities they take part in. The cadets come from all walks of life, it is incredibly inclusive and gives the cadets leadership, communication, teamwork and problem solving skills. They foster a high level of respect and build their confidence skills alongside physical activities that gets them outside and fit.

DM me if you have some funds or grants you would like to offer them.

If I could have given this hotel an extra star I would have.

My least favourite hotels are guest factories, they can be any star rating, in any Country and from any chain or independent.

The interactions are transactional with little thought given to the fact that they are dealing with a person and everyone is “just doing their job”

Although you can train procedures you cannot make people care, you can only hope you hire the ones that do, but it’s incredibly hard to ensure every team member in every interaction shows genuine empathy.

I believe that the quality of the service is driven from the top and can only be created when the Ownership, GM and senior team not only show they care, they create an environment where the team are allowed to show they care too. We know that if teams are not treated well they will never treat the guests, customers and each other well

What does show you care look like?

It is the small things, the little touches that show they have heard you and think of a way to make it even better.

It is in the way they remember you and the authenticity of their smile.

The Iberostar Grand Mencey live it and breathe it

I have been staying at The 5 star Iberostar Grand Mencey in Santa Cruz Tenerife for the last 4 days and despite booking a third party “deal” online, (usually I prefer to book directly, thereby getting a better room and service). It made no difference where the booking originated from they delivered consistently extraordinary service to every guest obviously, caring is part of this hotels’ DNA.

How do they do it? I asked a few questions

David Gomez the GM understands the importance of motivating and empowering his team. He trusts them and let’s them get on with the job says Christina Zenker the Asst manager. She explained that family values lie at the heart of not just the hotel but the Iberostar brand. The owners often visit the hotel making sure they speak to every team member, recognise their contribution and thanking them. This is why the team want to deliver the best experience for the guest, they feel proud to work for the hotel and the owners.

She explained it has not been easy to achieve this level of service, integrating the existing long service 40 years + team with the young vibrant newbies has been a challenge but through team building, senior leadership mentorship, ensuring departments heads are responsible for their people not HR and lots of motivation they have created the ‘one team’ that other hotels can only hope for.

The hotel

The hotel was originally built in the 1950’s but refurbished to a high spec, reopening on the 11.11.11 which means there is an old school grandeur yet the facilities are top notch, but as we know beautiful high spec hotels can often fail when they do not offer a level of service to match the surroundings. I have stayed in stunning hotels where the team are too cool for school and think their very presence is enough.


A simple enough request of ordering taxis to take us to and from the beach ( paid by the hotel ) is taken to the next level when she hands us some large thick towels and says you’ll need these. The beach is a twenty minute taxi ride away not round the corner. I know of hotels that make guests pay a deposit for the umbrellas when it rains let alone give you beach towels.

When asking about where the local shopping area is, she produced a 10% discount card for the local department store, ….Yes but so they should I hear you say it’s their job. If that’s the case why don’t more hotels do the same. Rarely do team members volunteer inside secrets. I have stayed in hotels next to Macy’s in the US and others in Paris close to Galeries Lafayette both of whom have similar schemes but have I never been told at reception.

Keeping the kids happy

This hotel has a stunning pool, where you collect your towels as you would expect. What makes this hotel stand out is the display of towel animals, would your child like a monkey or elephant to play with just pick? I have often seen towel sculptures from housekeeping not at the poolside. Mauricio does it everyday to “make the children happy”

No more breakfast nightmares

Fresh honey at the tea stand

Breakfast, the nightmare of any hotelier. Here with the help of Claudia and her team mates it was smooth, quick, everyone smiling, with the team talking to you including the chefs who are tidying and refilling the displays. Their English was excellent, which is no surprise given the hotel has been running language courses and the chef’s session was full every week.

I met Julio, his job is to make juices and smoothies which he then offers to guests as he walks around the room. He takes great pride in telling you what is in his latest creation and asks if he can improve it for you.

Cheeky chappies at the bar

Drinks are served quickly, made well and delivered with a joke, a smile and a story. ….Yes I know that is what they are suppose to do but they genuinely mean it when they say if you can’t see your favourite cocktail we’ll make it. Contrast that with a recent experience in a well known 5 star hotel in London. Despite the fact they had all the ingredients for a chocolate martini they refused to make one as it was not on the list.


The hotel is spotless with the room attendants greeting you when as you walk past. Quite right too, but they also ask how your room is and if they can get you anything, even when they are half way down the corridor away from your room.

No wonder they are so accommodating when you find out part of their morning briefs include a Pilates class.

Papa Negra

In addition to the main hotel restaurant they have another gourmet restaurant that specialises in typical Canarian food which they showcased brilliantly by adding a modern twist to the dishes. Our waiter David was knowledgeable and enthusiastic recommending dishes and explaining the heritage.

What can we learn from The Iberostar Grand Mencey?

It starts with the owners, the GM and the senior leadership, they need to care more about their guests and team than paperwork and reporting.

Manage by walking around not sitting down, talk to the team and take an interest in them and their job to ensure that every team member feels special.

Create an environment where teams are empowered to give that little bit extra.

Team-build and motivate often, make sure your department heads understand that they are responsible for their teams not just HR.

Offer more than technical skills training, it builds team spirit and improves their sense of wellbeing.

Will I be back, absolutely, sadly not to train the team, they don’t need me, as a guest both the hotel & Santa Cruz were a revelation.

Want to learn more visit

#hotels #hospitality #serviceexcellence

It’s all about the service and vibe whether in Darlington or NYC

I have been lucky enough over the last few weeks to stay in a number of wonderful hotels whilst travelling on business. Let me tell you about my favourites, though very different each were equally extraordinary because their teams made me feel as if I was the most important guest that day.

I have to admit I am not great fan of branded hotel chains, (ok except the Ritz Carlton). I often find their cookie cutter, bottom line led approach over bearing and I feel like a number in a guest factory, so when The Hoxton (my favourite hotel) decided to expand I was worried that Sharan was going to ruin the integrity of the hotel, I could not have been more wrong.

I was lucky enough to spend some time at The Hoxton Williamsburg last week, it was glorious. They have managed to take their culture and translate it to fit each global destination. The team welcomed me with open arms, no smaltzy USA have a nice day instead everyone had a genuine warmth and enthusiasm.

The decor was relaxed, with lots of nooks and crannies to work, hold informal meetings or drink cocktails in all afternoon which is the vibe I love so much in both the London and the Amsterdam properties.

Sitting at the counter in Kleins chatting to the chefs, hearing their stories and watching them make the best burger in NYC was a delight. Timothy ( the M.D. originally from The Hoxton Shoredich ) even popped in to say hello as he had seen on social media we were there.

It truly felt like a home from home despite being a global brand / hotel chain. To be honest I am already planning my next visit and wondering whether a road trip to Portland to see their newest one should be on the agenda.

Now contrast this with Rockliffe Hall in Darlington UK, this privately owned hotel has managed to combine all the glory of a grand dame building, it’s heritage and stunning views with modern service and boutique touches.

The team were attentive, inclusive and friendly. Nothing was too much trouble, they genuinely wanted to give you the best experience possible without being pompous or in your face.

You could tell that both hotels were “guest led” with committed and charismatic senior teams whose enthusiasm and passion runs like a red thread through the business. Their role modelling behaviours have set the tone in each of the hotels which in turn has led to engaged employees and a superb service.

Despite one being a “chain” and the other an independent their similar approach to service, guest focus and the delivery of excellence meant each are now in my top ten favourite hotels list.

If you get the opportunity pop into either of them and see for yourself, you won’t be disappointed. If you are hotelier ditch the process over people approach, get back to the floor and remind yourself and your team that it is all about the guest.

If you would like to learn more about how I can help you develop a great culture to ensure you gain competitive advantage through the delivery of service excellence contact me at

When bad customer service can give grounds for divorce

I recently had to pick up some Thai Currency at the money exchange booth at my local supermarket. When I popped in with my husband I did not expect it to potentially cause a divorce …. luckily my husband has a great sense of humour which saved the day. It shows that confidentiality is everything!

Whilst making polite conversation the man that served us asked if my trip was business or pleasure, business I explained, I am speaking at a conference.

He then asked if I was travelling alone to which I explained yes…. his reply “oh only there is someone else also picking up the same amount of Thai currency today which is really unusual so wondered if they were travelling with you”.

My husband did a double take, I burst out laughing and explained to my hubbie actually darling there is something I have been meaning to tell you.. luckily he found it as funny as I did though said this would be your response if you were having an affair to laugh it off! Gulp!

We both looked at the young man and explained that perhaps asking if I was accompanying someone was not the best idea, he then looked at his paperwork and said “you’re obviously straight, don’t worry Sir that other traveller is a woman”.

This is where I then had to explain to my husband that I had not been outed by supermarket employee and that I was neither gay nor unfaithful……. just imagine if I had been it would definitely have been a case of every little doesn’t help.

Use this story to remind your team the importance of confidentiality and tact!

MJ Inspire


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