Monday, September 28, 2009

Ft. Wayne Through the Beers

The Chef's Academy participated in the 2nd Annual "Fort Wayne Through the Beers" event held on Thursday September 24th.  The event was held for the Fort Wayne Center for Learning as a "freind raising" event.  The Chef's Academy was one of four brewers present with a Prussian Wheat beer made by Chef Jeffrey Bane, and an IPA made by Chef Lucas Trinosky.  "Fort Wayne Through the Beers" was held at the Bergstaff Place near downtown Fort Wayne, Indiana, with approximately 300 people in attendance. 
Fort Wayne Center for Learning provides educational services to students from all socio-economic backgrounds, which allows all families to receive aid for thier students.  The Fort Wayne Center for Learning's mission is: "To help children develop the critical learning skills needed to promote success in school and positive self image."  The FWCL provides individual attention for students who are struggling in the classroom, and helps them learn materials and builds their confidence. 

The 2nd Annual "Fort Wayne Through the Beers" event was a "Freind raiser" aimed at raising awareness of the FWCL and also provide a fundrasing opportunity for their great cause.  The Chef's Academy is enthused to have been a part of the event the past two years and provide micro-brews from Chef Bane and Chef Trinosky. 

Thursday, September 24, 2009

It Takes Two To Tango



Greetings Readers!

I LOVE to dance! In fact, get me out on a dance floor and I'm there until the last song is played! I used to be the same way when it came to handling guest complaints. . .I would dance around issues and argue with the guest ensuring I had the final word. It didn't take me long to realize that this kind of attitude and action is detrimental to an organization's operation especially one that is known for its service like a hotel and restaurant.

Yes, guests may approach an employee ready to argue, but if you think about it, the argument can only begin if the employee follows suit. It's important that we all think before we speak and not fall into a dance of back and forth (the tango) with the guest. It takes two includes not only the guest but the employee!

At a very young age, my employer entrusted me with making sure our guests were happy and I took that responsibility lightly. Guests would approach the front desk or stop me in the hallway and I immediately went on the defensive. I even had a language of my own I used to NOT acknowledge the guests concern. Also, Sundays (our biggest day for check-outs) was labeled "No Refund Sunday!" Here's how my fancy footwork would begin:

"Why didn't you contact the front desk last night when you first noticed the leaky faucet?"

"Did you request a rollaway when you made your reservation?"

"So, you're telling me that you're room was dirty and you still stayed in it?"

"I'm sure no one told you movies were free!"

"Non-smoking is a request, not an obligation the hotel has to uphold!"

A two minute check-out at the front desk where I worked would turn into an hour long interrogation as I asked the guest numerous questions trying to get them caught in a lie. My hope was that they would just give up and walk away and my dance routine would end! Although, I had gotten really good at this, my actions resulted in many guests walking away dissatisfied or vowing never to return. No, it wasn't just me - I had actually learned the tango from my supervisor. But when comment card scores dropped and guest complaint letters increased, it was evident I had to either get off the dance floor or come up with a better routine!

Shortly thereafter, my department launched an internal campaign based on the slogan "There is no such thing as a SCAM Artist." The purpose of this was to get us all to believe every guest's issue is as important as the next and should be acknowledged and treated as such. Not everyone sets out to tango with a hotel or to "get over" on us, so we shouldn't approach each situation ready to dance. Equipped with a new attitude and a new outlook on the art of dance, I changed my routine:

"I understand the leaky faucet kept you up last night."

"It is unfortunate a rollaway was not available at the time of your request."

"There's no excuse for your room not being ready."

"I'm sorry there was a misunderstanding concerning the movie charges."

"What can we do to make things right?"

Dancing can be fun when the music is right and the dance floor is crowded! But, when it comes to serving the guest, leave your slick moves behind. Remember it takes two to tango, the argument doesn't have to begin if you make the right moves.

Jokima Hiller, MBA, Hospitality & Restaurant
Management Program Coordinator
Faculty Advisor, Travel & Tour Club
http://www.thechefsacademy.com/

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“We Change Lives, One Student at a Time!"

Thursday, September 17, 2009

Are YOU Ready for Some FOOTBALL? The Inside Scoop on the Economic Impact of Sporting Events!


Greetings Readers!

I don’t know a thing about football, so please read this at your own risk!

As the excitement continues about the thought of the Super Bowl coming to Indianapolis, many people are asking about the economic impact such a game might have on our fair city. Let’s see . . . there are how many innings in a game? Never mind, let me start with something I know about - the multiplier effect . . . what? What is this and what does this have to do with football? Where are my Hospitality & Restaurant Management Program students? Ask one of them and I’m sure they’ll be able to explain . . .

Go with me on a journey through time . . . the date is January 6, 2011 . . .
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Hotel Desk Clerk: “Good afternoon, thank you for calling the Hillerton Hotel Plaza Indianapolis. This is Julia speaking, how may I assist you?”

Super Bowl Fan: “Yeah, this is Eric and I need to make a reservation for next year’s Super Bowl! I’m staying the whole weekend. Please tell me you have rooms and that you are near all of the action.”

Hotel Desk Clerk: “You have certainly called the right place Mr. Eric. Let’s first start with making your room reservation and then we’ll discuss where ‘all of the action’ is in relation to our hotel!”

Super Bowl Fan: “Cool, I want the best room you have at the cheapest price you have!”

Hotel Desk Clerk: “Well Mr. Eric I’m going to need to be honest with you, the Super Bowl is a very important event for our city and we, the city that is, are already close to being sold out. I have one master deluxe concierge floor ocean view best room in the house suite available; but, it won’t be cheap. In fact, nothing is cheap during the Super Bowl! May I make that reservation for you now?”
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Sporting events have long been associated with increased hotel rates and high restaurant traffic in the area in which the event is being held. In anticipation of an event, business owners hike up the prices in an effort to capture top dollar on all business coming into town. We call this skimming. “The objective with skimming is to ‘skim’ off customers who are willing to pay more to have the product sooner.” What visitors don’t know is that this is done to offset the practice we call penetration pricing. “Prices are lowered later when demand falls and we have an opportunity to capture a large share of the market.” Businesses can’t do one of these practices without the other. Meaning, during slow times, a business may not be able to discount if they haven’t maximized their revenues during peak times.

It is pretty clear to see how the revenue from ticket prices and stadium concessions may benefit a city and its people. But, there is so much more! This so much more occurs when our fan Eric eats at a different restaurant each night of his visit, drinks at the local bar with his fellow fans, shops for gifts (expensive gifts) for his wife and kids whom he’s left behind at home, perhaps rented a car at the airport or purchased gas for his own vehicle before he hits the road going home, buys midnight snacks, a camera & film at a store around the corner from the hotel, splurged on a buffet breakfast one morning, and purchased underwear when he realized he did his packing and not his wife! Then, he raves about the Hillerton Hotel Plaza and his friends & family spend their next vacation there for years to come. In order to accommodate all of this extra activity, restaurants hire extra staff, stores order & stock more goods, and employees at these locations treat their families to a movie with their overtime pay. This is a result of the multiplier effect. This concept “refers to new money that is brought into a community to pay for hotel rooms, restaurant meals, and other aspects of leisure,” as defined in our Introduction to Hospitality textbooks. The economic impact of major event’s multiply throughout a community bringing benefits and business.

I would be remiss if I didn’t at least touch upon the downside of the multiplier effect. So, here goes . . . studies show that along with all of this good business there is a downside. We open our community up to an increase in crime, vandalism, panhandling, and overcrowding. While it is temporary, every town should develop a plan on how to minimize these negative aspects of a major event.

The date is January 6, 2015 . . .
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Hotel Desk Clerk: “Good afternoon, thank you for calling the Hillerton Hotel Plaza Indianapolis. This is Julia speaking, how may I assist you?”

Super Bowl Fan: “Hey Julia, this is your biggest fan, Eric. I just called to say, thank you for being honest with me all those years ago when I first came to Indy for the Super Bowl! Now I come to your city for just your city! Thanks again. I am still set for my anniversary in May, right? Oh yeah, don’t forget to try and snag me some Indy 500 tickets!”
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To summarize, the economic impact of a sporting event is this –

Educating visitors on the reality of pricing during this time . . . 15 minutes.
Increase in crime, vandalism, panhandling, and overcrowding . . . temporary.
More jobs, families going out together, years of continued business . . . priceless.

I hope you’re ready Indianapolis for some football!

Jokima Hiller, MBA, Hospitality & Restaurant
Management Program Coordinator
Faculty Advisor, Travel & Tour Club
http://www.thechefsacademy.com/

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“We Change Lives, One Student at a Time!"

Friday, September 4, 2009

Julie & Julia AND Jokima!

Greetings Readers!

I am so glad my name begins with a “J” and I fit right in to the Julia Child and Julie Powell mix! “Julie & Julia” is the name of a movie out right now about the life of French chef Julia Child and her biggest fan Julie Powell. Well, move over Julie, because I am a fan too!

While, I still consider myself to be very young (don’t laugh) I do remember the pioneer Julia Child and her cooking shows that aired in millions of homes across the world. I don’t recall my mother ever preparing anything from any of Julia’s cookbooks (it had something to do with the non-adventurous palate of my meat and potatoes loving father) but I do remember Julia’s television show playing in the background. My brother and I would mimic her quirky voice and I still do today! I do so to gain the attention of my nephews and niece during meal time. “Today, Auntie Jody will prepare a gourmet peanut butter & jelly sandwich a la mode!” Instantly, I am a hit among the little ones. It gets them to at least try what I put on their plate. And no, I do not feed children sandwiches with ice cream!  Really, what kind of Aunt do you think I am?

Julia’s story is an inspiring one that proves that passion pays. She was a housewife searching for something to do to keep her busy. She tried a myriad of things including hat making when she realized she truly enjoyed eating. Me too Julia! This passion for food translated into her taking cooking lessons, writing a book, and eventually starring in her own television show. Keep in mind all of this took place during a time when women weren’t prevalent in the professional culinary arena. For me, she was the very first female Chef that I recognized, identified with, and admired. Many say that she was a woman before her time rather I believe she was RIGHT ON TIME . . .

I remember my senior year in high school going up before a board of military and community officers in JROTC. I was competing for the highest rank in my city – Brigade Commander! I was asked many questions on what I would bring to the student role, my views on societal issues, and what I felt about being a role model. My favorite question was “If placed in this position, what would I do first?” Believe it or not, I thought of Julia Child and how she was a leader in a male dominated environment as was JROTC. “What would Julia say?” I thought to myself. I glanced over to the award table and saw the very large trophy that would be presented to the elected Brigade Commander and it had a male figure on it dressed in a military uniform as if it were already determined that a male student would walk away with the award. So, my response was that my first task as Brigade Commander would be to implement a gender neutral award system. Thanks Julia for being my inspiration! I went home with my man (the award that is) and taped a photo of me over him.

Although, Mrs. Child is no longer with us, we still think of her . . . if you Google one of her signature dishes Boeuf Bourguignon, her recipe from her first book Mastering the Art of French Cooking is still the first to come up on your screen. Yes, many have tried to duplicate, revise and tweak this dish; but, I hear that Julia’s still reigns supreme! Perhaps I’ll try it. Hmmm . . . I will! Before the end of this year, I will attempt to prepare Julia Child’s recipe for Boeuf Bourguignon! I’ll tell my guests to eat at their own risk AND I’ll keep you posted readers on how things go. Wish me luck!

For now, check out the movie Julie & Julia if you get a chance!

Jokima Hiller, MBA, Hospitality & Restaurant
Management Program Coordinator
Faculty Advisor, Travel & Tour Club
http://www.thechefsacademy.com/
The Chef's Academy on the Web
The Chef's Academy on Facebook
The Chef's Academy on Myspace

“We Change Lives, One Student at a Time!"