QUESTIONNAIRE:ON WHAT SOME CUSTOMERS MAY THINK ABOUT YOUR STAFF

Note :This post is not ignoring the fact that some guests are very good and cheerful and good tippers but is highlighting the experiences  gathered from workers in this industry from different hotels and lodges .

I know it and am sure that not all guests think about staff as competent,educated and proffessional.Sue me now before you finish reading this sentence because i will tell you now.Yaa mmh no court order yet? ok. Guests parade in the restaurant and will tell you how good their maid is in making coffee or their sunnysideup omellet.One guest asked me if i went to school.She felt sorry for me because i had a spoiled future.She called her husband who was helping himself on the buffet table.Babe! comeon see this youngboy doing this job?what do you think......we can pay some secondary school right.At one look and i was a candidate of secondary school full paid scholarship courtesy of some well to do,well travelled,educated but childless couple.I was up for adoption thank GOD CNN and BBC were in syria and Iran covering war and elections respectively.The moment i told them i have a 3year Diploma in Hospitality Management they were shocked and all of sudden i was praised for the excellent service and was tipped bigtime.Assertiveness pays.My supervisor was asked if his paycheck is enough or he must go and be the House Manager with a salary doubled. This is one of the many stories i have heard from  hospitality staff.

Source; Angry customers -google

So unofficially i thought if i can structure questions in this order a hotel can surely know what guests think.I have planned to throw these questionnaire in all hospitality places in this city of Zomba.Will tell you the results...................watch the space.

Hospitality staff are never respected and are never perfect on what they are doing because they meet different people of different backgrounds..........................They think you are a destitute and this is the only job  you can afford on earth..Being awaiter ,barman ,housekeeper is a proffession not some mere housechores.

WHAT GUESTS THINK ABOUT HOTEL STAFF

uneducated

stupid

unintelligent

opportunists

tip animals

daft

destitutes

inconsiderate

unproffessional

impossible

poor souls

sexworkers

slow learners

unhyginic

rule breakers

fraudsters

partypoopers

less previledged



source;angry customer



QUESTIONNAIRE:

• What was your first impression of  our service staff
• Did staff address you with your name/title

•  Did staff wait for you to greet them or ask something
• Did you find what you were looking for?
•  If not, were we helpful in recommending how to find what you were looking for?
• . How can we make your experience here more valuable/meaningful to you?
•  Did you find our website helpful?
• If (when) you had a problem, were we responsive?
• . Were you able to easily get in touch with someone who could help you?
•  Was your “customer service” experience helpful? Or did we try to get you off the phone too quickly?
• . Have we made it easy to provide feedback?
• . When you gave us feedback, did we respond in a way that appreciated what you had to contribute?
• . Did we tell a good story?
• . Did your customer experience with us push an emotional button?
•  Did we engage with you? Or did we treat you like a number?
• . Were we responsive to your inquiry on the social web (Twitter, Blog, Facebook)?
• . Did you have to wait long on the phone when you called us?
• . Was our hotel/room/restaurant clean?
• . Were our staff organized?
• . Could you find what you were looking for?
• . And if no, did we give you an idea where you could find what you were looking for?
• . When you were in the restaurant/room/bar and you needed help, did someone help you with a smile?
•  When you needed help in the restaurant/room/bar, could you easily find someone to help you? Or were our employees not making eye contact?
•  Did we do what we said we were going to do?
• . Did we deliver when we said we would?
• . Are we giving you something to talk about?
• . Would a customer loyalty program mean anything to you?
• . How can we improve on our performance?
• . How can we improve on your customer experience?
•  If you are unhappy with us, what can we do to get you to come back?
• . If we apologized for poor service, was it sincere?
•  did someone apologize for poor service?
• . Was it easy for you to tell us you had a poor experience,or you were afraid of staff member to get fired
• . how can we better serve you in the future?
• .Was our uniform appealing to your eye and clean?
• .staff language appropriate? 
• will you come again?
• what else did our staff lack?

overall comment................................................................................................................................................................

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Diclaimer:

This post like any other post is my personal thought and shall be treated as my right to free speech

ON INCENTIVE FOR TOURISM SECTOR:THINKING BEYOND BED,FOOD AND DRINK

Note: unedited version

Every Malawis,economic player had high expectations  on the 2013/2014 budget  in general.When the Minister of Finance finished unpacking this most awaited bag each and every sector expressed either dissatisfaction or a thumbs up accordingly considering from which side of the debate of cost of living you belong . Prices of needs are affordable at sunset and heavily charged with  price weight that fail consumers to bouy up at sunrise . Some underfunded while other sectors are overafunded as alluded to by other quarters of the economy.The reality one should live with is Government has its priorities and every child may not get their favorite toy at once,period. The tourism industry is one industry being  touted as though unofficially the second Malawis cash cows from agriculture.It survives its life on foriegn exchange.This article kindly saves the space by not complaining about the stalling of the Bingu Wa Mutharika International Conference Centre Hotel operation that tied a thousand job opportunities todate but export the able hands to Dubai.Not on this forum that one should ask the government to re-introduce service charge that keeps workers in this stressful industry going, considering the low salary packages that workers recieve.The focus is on what has been allocated in the  budget  for the sector ;the incentives for the tourism sector.

Pic source:courtesy of Nkopola Facebookpage

Government must be applauded on the removal of  taxes on off-road game/scenery viewing motor vehicles(Safaris) and shuttle buses. This puts  Hotels, Lodges and Inns at a significantly huge advantage for those Hotels,Lodges and Inns with guest capacity of 50 rooms or more to import to the maximum of two shuttle buses every five years without payment of duties.A tad bit browse on Wikipedia  pages defines Safari as an overland journey, usually a trip by tourists, traditionally in Africa and a shuttle bus service as transport designed to quickly transport people between two points. Such services are often designed to serve specific customers hotels or other travel companies.These two definitions should sound loudly as business opportunities to astitute tourism business-customer minded  Managers in the sector than to astitute tourism day sellers-cash minded bosses. They sit in their office waiting to pick up a phone to go to a non-existence room 13 to solve a complaint of "there is no sugar in my coffee".

Blogger on Zomba Plataeu Excursion



This is a great opportunity that hotel owners and managers must sieze with both hands.Hard times like these must provide managers with creative solutions on opportunities available.They should  stop pondering  how hard they are toiling to achieve certain budget targets per day but how they can turn the situation into a viable opportunity, from pain to a penny.The  tax waiver on game viewing vehicles and shuttle busses should aid managers to create business environment that sees more guests from international segment checking in at theirindividual hotels more than ever.

Hoteliers will echo the fact that lucrative bookings have been cancelled prematurely because the hotels fail to offer a shuttle to and fro the airport. This business may have gone to competitors a stone throw.Aggressive Managers should train their staff to anticipate guests satisfaction and take  moment  of booking enquiry as a platform to sell the product and service they offer and that product and service they can outsourse inorder to keep their guest forever.Provision of shuttle bus service is one item that should be on guest list in mordern times. A crafty costing on the package that includes a shuttle bus is going to  either plough back your money in the coffers or keep especially international guests stick to you for eternity.All it should  answer is the question "whats in it for me".International guests in this century of terrorism as a global issue ,rampant scams and robbery guests would buy their safety at any price.They want to reach their destination in one whole piece.They want their valuable intact;their laptop,tablet and cellphone safely yonder on to their room and the service worth their dollars doom. 

Travelling in a foriegn land makes one susceptible to not only physical assault but also ridicule in this part of Africa where many international guest who may be white are subject to "a walking ornament or Samaritan"  who is  viewed like piece of art and expected to entertain spectators  by giving alms across a queue of beggers.One would argue that this is moment of reality for the tourist to experience africa,whatever africas image may mean is a generalisation of the ignorant ,therefore the brand that Malawi is should speak for itself as warmhearted people than what is portrayed. The industry should be reminded on the  kind of tourists that exist in the world.A business a tourist who keep watching their clock given  timelines after a ten hour jet lag this vibe may agitate them and spoil the first impression about Malawi as a destination. What this type of guest need is transport that seldomly have stopping points befor actual destination, quietness, comfort and safety en-route to a hotel.This is an escape from all hassles after airport tochdown.Shuttle bus service separates an ordinary hotel with this service  from an extraordinary built infrastructure without shuttle service. Guests are now mindful of time just like they worry about dietary commitments.Ambience  and aesthetic appeal comes second on the  purpose of their stay.

Secondly Managers should be challenged enough to depart from business as usual tendency of providing bed , breakfast , lunch and dinner on a busy day then fold their hands in the staff cafeteria .Quit  waiting for conference guests that confine themselves in a four walled room meeting to  hit checkout time without selling them your safari activity. They need  refresher moments after brainstorming for hours. What the Minister of Finance is telling Tourism players is that this is the time to import roadworthy vehicles that can be used for excursions for both holiday makers  and business clientel.Time to make money from  our unique country places of interest .Guests may eat better home cooked meals but may not bring stunning views in their homes despite the state of the art gadgets they may have.No travel site will ever get a real legendary Chingwe hole to Russia than mere pictures and videos.It is time to step in and shout in a marketers tone that word of mouth is the best advertisement you can ever through appostle customers .  Managers will find this exercise of product creation hard in the investment but the reward are never-ending because customer loyalty emanates from activities that are unique to Malawi as a country and the world.Each hotel is located in a unique surrounding. It has not to be a stunning view with a waterfall just like kapichira or tedzani.Never strain a muscle to create the majestic Mount Mulanje .Start simple just like the father of first ever arranged excursions ,Thomas Cook.To have successful activities for a win-win situation sell what your market area offers.It can be  a visit to an old building with rich history;first Post office,the chiefs hut,a model village that tells a story of culutre and heritage, all these are examples that only highlights that the incentive effected in the sector is a window to more revenue and foriegn exchange.

Abroad range of tailor made products service should be created, diversification should also be a catchword  as we struggle through these economic time where the industry is sometimes viewed as a luxury and not an economic vehicle or education tool. Our product and service should stretch beyond food ,drink and bed.The only question that hotel and tour operators should ask from the Minister of Finance is an assurance from government on maintenance of  the roads to sightseeing places,hotels and Lodges so that these vehicles wear and tear is worthwhile. It is a fair thing to remind government that direct or cheaper air routes to and fro Malawi is the only way that will see these shuttle buses useful if we have more traffic of guests from other countries. Government will not be offended if one says that a financially stable and well managed Air Malawi is what the tourism industry  need for these incentives to be rewarding at long run.The minister would shake my hand if one would say that puting a  cultural policy  in place would help to create more destinations and promote a more powerful social cohessiveness accross a multifaceted cultural background that form what we proudly call'the warm heart of Africa'.

SEASON OF HOME/KITCHEN GARDENS!

Right after rainny season is gone,I challenge everyone to stop the habit of spending on vegetables.

You do not need a hactre to grow vegetables. If you insist here is what you have to do:
get empty bags,plasting buckets ,
plastic bags and tires lying around your backyard.
Fill them with a good part of rich top soil and abit of manure or just some humus. Plant your vegetable and you will be surprised at how much you will save in your wallet.

Ask Hendrina, my wife. We need vegetables on every meal but this does not mean we have to spend everytime we dine with veggy on the sideplate.
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MOTORBIKE TAXI and KABAZA - A TRAVEL SOLUTION FOR MALAWI

The new budget 2013/14 motorcycle slash on duty or whatever you call it by 15% on 220cc engine is good news.

Iam thinking just like an ordinary Malawian. The changes that pull the strings on the day to day life to feel the pain of the  current unpredictable economy include transport costs. Transport is a neccessity and not a luxury. We go to hospitals , work and sightseeing. The point of it is  to move from point A to point B. This budget slash on duty, may it come with an inflow of motorbikes and ease the burden of transport that come with high costs of it.

Its working in other countries like Nigeria. The argument that in Nigeria they produce fuel does not make this idea irrelevant but it enhences how we may think deeper by looking at its positive impacts on economy.How affiordable transport might be.How safe it might become and convinience. The more traffic we may have into our transport system the better it may become in all corners of the econnomy . The automatic fuel price mechanism in place might have this mode of transport cushion our expenditure because i can surely tell that reduced fares may arise from this development.We may have seasons to benefit longer than we think.

Bicycles have positively and partly helped solve the constraint of safe and affordable mode and fast type of  transport. Its about you from point A to B no other passenger at all.
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SOURCES OF CONFLICT IN THE HOTEL,CUSTOMER CARE SERVICE

Conflict comes in different ways in the hotel business. What matters most is how we reach to the bottom of it by providing well sought solutions that win back our customers. If we know the sources of conflict as Managers we will always have a proactive approach towards conflict.

1.Poor communication;is one big source of conflict.On a typical shift a guest can ring the front desk and book any roomservice. If the. Hotel policy can be no roomservice after 12 o'clock ,this has to be communicated to the client.if the hotel has no 24hour service this has to be crystal clear to the guest or its a source of conflict.
2.Prejudice on racial grounds;staff may complain about asians and how they treat staff. This should never be applied to all Asians because some are very good guests. Such a mindset can cause a withdraw of concetration by a serving staff/waiter then it becomes a source of conflict.
3.Pressure at work;a day or period that your occupancy shoots one should expect a lot of complaints and stress levels can potentially run high. Staff should be briefed about the business flow and demands of customers so that they psychologically get ready.
4. Order taking or booking errors;a guest might not like it to have a different food item or an allergy. This is a huge source of conflict because the guest is paying. So while they might not eat it means we have waisted the food,no sale made in return and customer loyalty is gone to the wind.
5. Time period taken;the longer the time it is taken to respond to an order,technical failure,no feedback and service is the source of conflict.

Those in the hospitality industry will tell you how much they dread a mention of "call your manager"when service goes wrong. To all waiters,Receptionists and housekeepers this was a post for you. Thank I have your tip ready hahah.
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RECIPE FOR THE STAPLE FOOD OF MALAWI "NSIMA"

It may look simple but i have seen a few people getting this wrong.I did not get it right for the first time either.It took my moms' time to have me perfect my poor art of cooking nsima the time i was under her roof.If you still cant produce the lamps in the picture let me know you have my number guys...............its a hotline hahah.In Malawi dinner or lunch is not complete without Nsima.

Requirements/utensils used:

Flat Wooden stick(Nthiko)
Plates
Wooden spoon for serving the mtanda/lamps of nsima
make fire to  make the paste  reach a boiling point
Warning-dont look into un open pot when it starts boiling****************





image:web/internet -nsima in final mtanda or lamps



Ingredients:

Plateful of Maize flour
 1-2 litres of water as maize flour.(it depends how much to serve)

• Boil a pot of water
• Whisk flour and water into a paste
• Make the paste to avoid lumps or mabulu.
• Stir the paste into a pot of slowly heating water, mix constantly.
• Simmer just below boiling for 20 minutes for nsima to thicken to the desired consistency.
• add the rest of your flour while  you mix with  a strong wooden spoon.
• keep stirring for about until you hear it sound that settles it down to lumpy point
• Once the Nsima has hardened , allow it to steam
• dish out the nsima.

Like rice nsima goes well with beans,fish,meat vegetables.

Use hands to form small lamps and each time you deep in the relish above.

LONELY MUG

You admire me for we are both lonely
Your mouth calling my name
Holding your waist
You flirt with me
Winking !
One more you,not now
Am done watching you
Full of your caffine
You infect me with insomania
Thinking about you all night
Watching mosquitoes hover over me
Singing to me mockery songs
Am a man but not now
Let me sleep
Unfriend me on facebook
Never ever poke me
Stupid coffee mug
Its over

UNEDITED
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AUDITING A NIGHT AUDITORS' CAREER

Checks guests inhouse,arrivals,closes the bar sales and restaurant point of sale and recieves and solves all complaints.Handles Operational safety and health issues.......starts the shift.This is one inspiring story I thought I should share because having heard and listened to this story I relate and some issues picked quickly seem to cross our paths one way or another because iam also a Night Auditor.

Night Auditor is that person all hotel staff leave behind after every transaction from every revenue centre has been collected and this man sift through,analyses,checks and reports the sales into financials of the hotel that day. He goes to work at night ,that's the only time the sales process may give alittle bit of quietness for this man to concentrate. Night Auditor has the last say on sales of the hotel. He has to be careful because all these happen in 8 hrs to audit and report the financials and opinion.

This is a story of that person,that young boy who set out on a trip in search of a nice career.Six years has elapsed on this shift,doing same things. Gooddays and bad days makeup this period of years. A career that was meant to pay well and narture the wellbeing as well. The time this young boy was doing his third year and last attachment, lady luck smiled at him. A norwegian lady called Evelyn Eriksen who was on a research-educational visit in Malawi was happy with the dinner service he gave her at Hotel Masongola.She promised a scholarship but never materialised due to other visa logistical hitches.

This lady marketed the guys' skills to another Hotel where her team had dinner one night. He received a call and that was a life changing call. Both positively and negatively.Firstly because it was a Job,secondly -negative because the career path seemed gloomy. No one takes a look at you when they plan issues of career growth. You are the expert they think you should stay rooted at this job because its acrucial position that involves financials of the hotel.Its my opinion because I have seen most Night Auditors rot at it.

This is bad,worse for career minded individual. Oh ! Back to Evelyn appreciation of service. At Masongola he was just doing what he learnt in school,Malawi Institute of Tourism.In the Food and Beverage department,Restaurant in particular Using their names atleast twice ,asking for feedback,asking them each time they seem lost in the service.They loved every bit of it.

This experience landed him a job. He was headhunted for the next top job at athree star hotel as a Night Auditor.
He did not know the system but he knew the hotel standard procedure this meant he can learn it in days. Honesty paid its dues. He went on trainning for 2weeks and was back as a Night Auditor. Most people did not like it,this young man from nowhere to the top ?, What they did not know is how much he studied atleast and how long he can stick to the industry because its what he studied.They did not know his ambition and how many nights he dreamed about this job.

This was a mammoth task because those with rich experience were his juniors,he had to catch up.Some had to test him through fraudulently playing with figures on sales,thank GOD he caught them,he was a star . A lot happened. In this period of dedication but with the nature of the job,while you know the stuff and know how the hotel is run,reports,technical know how of occupancy,advising the managers on revenue management and whole lot of issues,it seemed that was all.Time stalls when the career starts boring. Routine jobs are uninteresting if you don't change the tasks for long. To him this was a long period to be stuck at Night Auditing.

He might had all the mistakes made in this career but having won supervisor of the year twice in this period it was enough evidence that he was good at his job.Therefore it was wrong to magnify and carry forward some mistakes made on the job to the present. He respected and thanked all who contributed to his success and reminded all who negatively slowed down his career growth that it was just a delay not complete hinderance to his dream of becoming a Manager of a top hotel in the nearest future. Watch the space-thats what he said.

The problem with most seniors in hotels is they want everyone to use the same path they used to go to the top and will do anything to discredit one poised to climb the ladder faster than they did. It seemed the hotel industry was full of people who would not accept and manage change. Were not ready to accept young people who had the academic knowledge and lucked the experience.

There is still a generation in the hotel system that think if you have a degree YOU KNOW every angle. What happens to young graduate is they get ostracised and left out in the process because they are frustrated. Every mistake done by them is regarded a gross sin because they hold a degree or masters ,hold your horses. You have kids they might need these people.

Through this journey no one in the world will stop his destiny for top job but a delay is acceptable.
TO ALL YOUNG PEOPLE KEEP WORKING HARD despite disappointments and politics. Keep serving. Its a story of a young hotelier beating challenges in his career. Keep going the future is calling.
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A REVIEW OF LEGSON KAYIRAS' "I WILL TRY"

Title:I will Try
Genre:Non-Fiction

BY: Legson Kayira -Originally from Malawi.

PRICE:USED 325.00 Paperback and MK10,000.00 In Malawian Currency.

PAGES:272

CHAPTERS:13

REVIEWER: Isaac Che-Chikwere Kasenjere-Malawi



image from authors facebookpage



IWILL TRY was first published in the United States of America by Doubleday,1965 and in the United Kingdom by Longmans, Greens and Co LTD, 1966.The latest version was published by Rivonia Media Group (PtY) LTD. Its in English and translated into other languages.


 I am not a publisher of any book-guilty as charged -but am an avid reader of these beautiful things called books.One thing that made me go type this review is the reaction this book gets from buyers or potential readers.Some think its exergeration of the whole story............some think this was a great story.What i felt also belongs to me but i will share both feelings in half or totality.Nice cover indeed with that path leading to no where one gets to pull a few musles on the forehead because you have to be very afraid putting yoursef in the shoes of Legson.Where on earth was this young boy going alone.The picture of the skyscraper at the end of the road sings America but was only in the mind of the  young Legson and only had in a corner of his mind picture such tall buildings .....am thinking in the picture below.


image:cover of the book


The title that was derived from his homeland school of Malawi motto 'I WILL TRY" a motto authored by Dr Robert Laws when he was at LIVINGSTONIA MISSION North of Malawi .This book is a collection of real life stories of a 16-year-old Malawian boy called Legson Kayira, who decided to travel on bare foot to America via Sudan where the American consul made his dream to live and get education in America a reality. He carried food, an axe and two books, he travelled more than 2,500 miles according to this book while his original texts in The Seatle Daily Times indicates "about 2000 miles,  by cutting through the African bushes crossing four countries braving the popular big five of Africa lions,elephants,buffaloes and other fierce animals like hyenas, snakes,It is at University of Washington where I will Try was Published in 1965 it hit the bestsellers records in the United States and England.

Original text, photographs in Prt three of the book The Journeys End will make you realise how true the story is as it was published by The Seatle Daily Times about this determined youngboy.The will power that manifests itself into world of possibilities.His happy times and family ties clearly show .Julie Kayira his widow , wrote a memoir in October 2012 when Legson finally died in England.

It still stands out among several African Stories to look out for if you want to understand what inspired such a young boy to dream this big.It stayed on New Yorks'best sellers' list for 16 weeks.Its a lesson well taught. Page 84 he recounts the ordeal of language difference and determination to learn;”I could not speak Swahili, although I could understand some of it.I was not born an English man ,but I had learn the English launguage"……..he challenges in this book.

He chronicles his emotions in a piece of poetry on page 120.The difficulty will not me offend........ in first line first stanza.Then in the second stanza first line he shows his strength to go on,on this journey;Difficulty is behind,fear is before.This clearly and unapologetically shows his ability to notice and draw a lesson from what he has passed through and not what will come.

This title sounds crystal clear that because of luck of money LIFE was about trying a thing or two.It works to try than to give up.Page 192 this title comes louder when the American Consul writes the Dean of Skagit Collage in the process of sourcing a scholarship "I shall try to induce Mr Kayira to remain in Khartoum atleast until i hear from you".With so many challenges he wouldnt have chosen any other title.

This book inspires the world ,however Legson is not the first African or Malawian to walk on foot to another country. Around 1915–16, Hastings Kamuzu Banda,first President of Malawi left home on foot for Hartley.
Mahoma Mwaungulu as a member of the Youth League of the Nyasaland African Congress, he received a recommendation to study in Ghana, and he subsequently crossed the continent on foot from Tanzania to Ghana to meet Kwame Nkrumah.So if you asked me what i think about the story is just another African child among the many who paid the price of their success by a long distance travel.It was obvious that Africans and in particular many Malawians looked for opportunities elswhere for education and work.Its a book that represents the rest.


One thing that Legson Kayiras' publisher would have included in the book is the Glossary.Having noticed that being African most words need reference at a glance to have this whole book sink in readers mind.Forget about other translated versions,iam talking about this book in English.

PUBLISHED AND UNPUBLISHED POETRY-WRITING IS A TOURISM PRODUCT IN MALAWI

Nigeria is now popular and economically viable not because of oil and coal and material tourists attractions.Arts in the film industry that stem from the literature,drama and other piece of writing brands Nigeria as another special Nollywood destination.From the bloggers' selected poems,HE thinkS writing can be a tourism product of its kind.

JBs FACEBOOK ACCOUNT, DEMOCRACY AND IMPORTANCE OF SOCIAL NETWORKS
BY:ISAAC CHIKWERE KASENJERE

On 19 April 2013 an article titled “On JBs Facebook account, Democracy” by Bonnie Kalindo. The author is urging the facebook account holder to discontinue the use of this beautiful byproduct of technology with petty, baseless reasons of running away from embarrassment due to negativity of comments, lack of respect of office of president and mere ego of wearing the cap of high office. Leaders are firstly ordinary before they swear to lead people to the extraordinary .The author should know that Facebook has become a tool to reach constituents in a quiet but innonative way.It is through facebook that politicians let alone leaders like the President can promote their policies and enhence political cohesiveness towards development if they choose that direction in a cost-effective manner than drive the whole motorcade round town.The worlds powerful leaders for example,Barack Obama used tweeter and facebook social platforms towards his re-election last year, South african DA leader Hellen Zilla has a tweeter account ,The Presidency of South Africa to mention a few.Its a time that this generation embraces a sense of belonging to a certain class or group of people that believe in what they believe and this is what Africa is known for.We may no longer ring abell to physically congregate where distance with our leaders exist, technology is here to make life easy.Blogs,twitter,Pinterest ,whatsup is another way of meeting under the popular Kachere tree, another way of sharing stories around legendary fireplace.This is what Malawi needs infact, it is conveniently designed to solve the constraint of time.I should remind the esteemed writer that long ago people used to walk long distances to deliver letters, messages and that was replaced by other systems of telecommunications like cellphones and courier services. Facebook offers the impression of direct contact with a leader and offer the ability to tell followers and those on the opposing sides what a leader is doing on a policy , development and other pertinent issues.If you cannot meet all ,try to meet a few that’s my adage if I were given that previledge to coin one.Leaders of this generation should be the first ones to set the trend that a nation needs.

The author of the article mist a point or two in his well scripted article.Firstly in a democractic arena developed or developing country,across euro-zone or here in Afrioca,one is entitled to their views regardless of what its addressing on the ground.Every citizen has a perspective of issues hence we are different human beings with different names,ideas,ambitions and visions.Glass is always half full or half empty In this article iam not encouraging foul language or castigation of our publice leaders.I am only emphasizing the reality that comes with avoiding criticism is refusing growth in any social competition and being man of the people as far as leadership is concerned .Therefore in this 21st century where a country like Malawi embraced democracy more than a decade ago. Democarcy being a package come with values of freedom of expression at the centre of it among others. What the president has done is one step to the right direction and indeed close the gap as he put it between herself and the people of Malawi.One wonders why on earth should in this article by the reputable author who identifies himself as an actor ,comedian,teacher,social activist and campaign ambassador decampaigning against significant strides that aim at reaching out to people other than political rallies .J.Bs Facebook page has almost 46,414 “likes “ still clicking I hope .This translate to me that a good part of Malawians through friends of their friends are able to know issues that their politician and leader is pursuing.

It is interesting to note that the author is worried with the childish comments on this first citizens wall.Therefore the article should have addressed is how our politicians or JB Should deal with negative comments by members of the Facebook family. Politicians should soberly use social media as an indicator of the representation of the support that emanates from the masses and a platform to woo those on the opposing side to like their policies and ideas .This I bet is one way of getting one vote at a time towards 2014.There are a number of ways to deal with irritating comments in the cyberworld:one can ignore,deflect to a more positive discussion and react or respond in real time.It is obvious that the so called childish comments are coming from members of other political parties,they do not care to show where they belong after or before they damp their stinking graffiti on “J.Bs wall” or other public figures.Whether JBs has or has no time out of her diarised rallies and appointment to view the reactions matters less. What is important is how well and effective it is updated and continuous response would let the negativity die down because some of these people are annoyed to read what they have watched on Television and re-read same news in the name of status update on Facebook. The failure of politician’s social networks is the inability to make these accounts have life.Facebook is not a news paper or where the process of communication remains incomplete for a significant length of time. I could have agreed more if the author spelt out that these accounts make their owners speak to themselves and not the people they like and follow them.You will note that this account of JB just like that of the youthful UDF president Atupele Muluzi its status after the other without response and open for interaction.This platform can build the followership by starting small in responding to the selected few constructive criticism.It should be understood that the brand that our politicians want to be or portray does not only lie in the hands of loyalists but also critics.I therefore applaud JB for being a leader that she is and using facebook to give Malawians what they need to know about there leader,all the youth and old can say big up JB! In the name of technology.

FIVE STEPS OF SUCCESSFUL MENU SELLING for SMALL AND MEDIUM RESTAURANTS

I have stepped into the so called Restaurants and start feeling out of place in seconds. Sometimes the grip that –that awkward feeling holds me come from “may be I should stay things will improve to am going to another Restaurant’. The issue here is that  I expect the waiter to welcome me and get busy indeed  because am going to spend my hard-won  cash in exchange of the food that’s stuck i in the kitchen for eternity the moment I seat. I expect my eyes to meet spotless furniture and shinny cutlery waiting for me the VIP.So the places I have gone to have either scored 90% on food and 5%on service and 0% on how they sell their menu.I have known proprietors who claim to have a degree in hotel management but actually in this aspect of menu selling and marketing ahgrrrr ,They need coaching ofcourse.Some times what we learn in school is not easily practiced by those that acquire these skills.

I would like to SHARE   the 5 steps of successful selling of a menu. I would like to analyze with practical examples of how small restaurant can use the 5 steps of successful selling of a menu.

·         PROSPECTING CUSTOMERS

Because times are hard proprietors of outlet s should use cheap way of advertising, for example a board colourfully displayed outside the place with a list of dishes on into easily practiced by those that acquire these skills.You may use banners,fliers or word of mouth

·         PROSPECTING A CUSTOMER

Because times are hard proprietors of outlet s should use cheap way of advertising, a board colourfully displayed outside their  place, with a list of dishes on it.In this way your target market or potential clients can catch what you offer .Explaination of the benefits and  and compare and contrast with a similar dish they know from a stone throw –your competitor.Offer the possibility of having your clients order right at the entrance this gives them an opportunity of less time of waiting and assurance that you are ready for them.Give away fliers that gives another opportunity to clients to have a look at the menu if they find that man on the entrance talking to another client.

·         QUALIFYING THE CUSTOMER

Your staff ie waiters can persuade the prospects soon after they have the client s who are willing to buy .A waiter may briefly explain the history,ingredients that makes the dish standout from other choices.Mostly that dish should be higher that others to make more revenue

·         PRESENTING THE MESSAGE

Attach the wants and needs to the customer and do not rush them to accept before this probation of  allegies,dietary needs and things they worry about or like about the dish.If you have noticed  time constraints  to  have the meal. Suggest the takeaway  or suggest a reasonable time of waiting period for the dish to get ready.However,make sure that you are realistic ,do not exaggerated at all,you create a scarecrow for good if it turnsout to be a lie.

·         CLOSING THE SALE

This the time a waiter can ask for an order from the guest. Proceed to have a docket written for kitchen use and ask for an aperitif to stimulate their appetite. The last thing you want is a complaint that the food was a disaster .Complaints dresses down the image of your restaurant .

·         AFTER SALES SERVICE

A good sales person will be around the place poised to answer all the questions regarding the product .The guest should be asked if they have enjoyed the meal ,however do not overdo this .A waiter who served the table should be left to ask the guest ,unless the manager is also around he/she can do that. Too many questions for a feedback may spoil the moment already enjoyed Timely service ends when the client takes leave.    

The five points explained above can win customers for a long time however they may be basic to a small to medium restaurant but big restaurants can build it from there and match it to the product.

OOPS i forgot i had coffee on my table,cheers.

A TOUR AND WHAT TOURISTS MUST EXPECT (2)

CONTINUED........... OH YEAH am still tackling the tour and hints for both the tourist and the operator.........

Tour brochure checklist
The important items to look for in this task are;
• Itenerery
• Group size
• Terminologies
• Single supplement policy
• Pace

Itenerery

You must eloquently explain all about the distance to be covered on the tour, the time that shall be spent to exhaust the whole tours itenerery and activities that shall take place during the tour.

Group size

Check the group size that is designed to accommodate a particular tour and compare it with the group you are dealing with and analyse all the logistical issues associated with it.

Terminology clarity

We should be pretty aware that every industry has its own terminologies that may not be understandable anybody even a Phd holder. We need to explain what terminologies mean and the consequences that come wit it if we tend to ignore them.
Single supplement
Policy like this may for instant require the client to pay a double rate room even if they are alone/single

Pace

The PACE at which the events and activities will be taking,how fast or slow and the whole timing process of the tour from departure to arrival
Conditions
Conditions should never be spelt out in passing.Liability and any emphasis of a close worth knowing should be clearly highlited.

Questions

Always invite questions from your clients
Consumer protection
It differs from operator to operator ,the benefits that are there if they organize the tour for you .Customers should ask this question if they realize their operator says nothing about the consumer protection.

Cost

The cost of the tour is our make or break base of the conversation we call selling.Let them know what they are paying to avoid loss of revenue and trust from customers.
Aspects of a tour using a brochure
• Tour organizer should explain the overview of detail that involve the tour this is what my market friend will call it qualifying.
• Choose a brochure that you think matches the interest of the client and let them read and understand it ,of course they will ask questions if they don’t understand
• Run through the brochure with the client and invite questions ,by doing that you are sure you are moving on the same page.
• Familiarise them with the brochure by repeating all the important need to know points
• Cacellation policy is one last bit we all goof at and think we have closed the sale yet if they don’t know we are to blame.Dont forget customer is king but not always if we show the king their rightful place

A TOUR AND WHAT TOURISTS MUST EXPECT (1)

A tour is a form of travel from palace to place with multiple features which can be sold to a client as a single unit.The people who participate in these activies are called tourists .They can be locals or domestic.

The history of tour dates back to 1840 with the enthusiasm of Thomas Cook to vist palces with his son.The begging was awesome because the tour registered 23 million aannually
Tour itself as it is packaged into four:custom designed tours and packaged tours with the later having hosted tours,escorted and independent tours
Custom designed tour operator organizes with clients in collaboration to take total control of the tour.Mostly such clients have the knowledge of the proposed destination .This is expensive to organize.A client goes alone after all arrangements making the choice of almost everything.

Prepackaged tour:
is prepared in the absence of the client on its list independent tour is amongst them those tourists who would like to have an even high degree of the tour they go all the way in family groups and it was popular in the 1960s where it was called Foreign independent tours because it was mostly associated with foreigners.The package includes transport ,accommodation and a well articulated itenerery.On transport the emphasis is on the mode of transport.Accommodation contract is in the hands of the operator who books the supplier ie the hotel however the taste of the guest is considered on the type and comfort of the room.Itenerery the component includes distance,time activities and type of meals mostly full board is advisable to ease the hussle in the middle of the tour.

Hosted tour:
tourists are oriented at gateway and may accompany one host who feeds them with a significant imformation of palces or whole tour it can be described as having single assistance.because they are left to go in shuttle unless they want clarity from host.The details may be given by the step in guider
Lastly within the prepackaged tours there are escorted tours ,this depends on the accompanying of professional escort

This has in it what is called the multiple destination because apart from what the package spells there are multiple destination because they are given the freedom to stop at any place they feel like spending sometime along the way.

to be continued:.....

MINIMUM REQUIREMENTS FOR RESTHOUSES /RESTAURANTS/LODGES-FOR INVESTORS,VISITORS

This afternoon I was lucky to have  had a chat with some international tourist and they asked me what are the requirements to set up and run a lodge or restaurant.This question conceived the idea to have this posting born;

This posting shall be of benefit to an investor,staff of business units in this industry,owners to avoid clossure of their places and visitors to make imformed decisions when making choices.

RECEPTION

1.      Neat receptionist at all times, in well ironed uniform, and courteous at all times

2.      Clean floors, well swept, mopped, or polished

3.      Clean walls – well painted, no marks, not cluttered with wall hangings, few but decent

4.      Room rates and licences clearly on display

5.      Adequate size

6.      A good chair and table – at least one for the  receptionist and one for the guest

7.      Guest register should be available

BEDROOMS

1.      Clean walls, smoothened and well painted preferably in light colour

2.      Floors, well mopped or polished

3.      Bed sheets of good quality (two per bed), regularly washed and well ironed for every new guest

4.      1 blanket and at least a mattress protector (usually a blanket)

5.      Bedside rug or mat

6.      Working table and chair

7.      Wastepaper basket or bin

8.      Candle holder in each room

9.      Clothes hooks – (wooden or original, not nails)

10.  Window openings of adequate sizes, regularly opened to allow free circulation of fresh air

11.  Curtains of adequate sizes, properly fitted and of good quality

BATHROOMS

1.      Regularly cleaned bathroom floors, free of cracks and with good drainage

2.      Bathrooms walls to be finished with tiles or smooth cement (not painting)

3.      Regularly scrubbed and cleaned bathrooms walls (with soap)

4.      A soap holder

5.      Clothes hook or towel rail

6.      Lockable door when inside

TOILETS

1.      Regularly and thoroughly cleaned toilets

2.      Pit latrines should have a lid

3.      Well painted wall

4.      Use disinfectants to keep off bad smell

5.      Proper door (lockable when inside) and roof

6.      Seat and cover for flush toilets

7.      Sanitary bin

8.      Toilets brush

9.      Tissue holder

10.  Clothes hooks

11.  A mirror if communal

DINING ROOM

1.      Clean and strong chairs and tables

2.      At least uniform table cloth or decent table mats

3.      A well laminated menu on each table. (displayed neatly)

4.      Clean, well mopped and polished floor

5.      Smart and uniformed waiters

KITCHEN

1.      Clean walls painted in light colour (preferably oil paint) or tiled

2.      Clean floors, regularly mopped and without cracks

3.      Clean (grease-free) cooking equipment i.e. cookers, pots, plates etc.

4.      Clean kitchen staff in proper kitchen uniform and footwear

5.      Items kept in an orderly and organized manner

6.      Free of cockroaches and other insects

7.      Food items should be well separated and covered in refrigeration to prevent contamination

SURROUNDING

1.      No cobwebs and dust in sight

2.      Well swept surrounding free of debris

3.      Proper refuse pit/ rubbish pit

4.      Pets are not permitted access the premises

OTHERS

1.      Fire fighting facilities

2.      First Aid facilities

3.      Medical examination for food handlers every six months

4.      Literate Manager

5.      Cleaners should be provided with protective wear i.e. gloves and footwear