HOW Management Matters

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Jane Brookes

Hospitality & no shows - what can you learn from this?

I was listening recently to an article on BBC Radio Solent about No-Shows in Restaurants and the impact this had on business and their owners. It is not something I have ever thought about and why would I? I don’t own the business/restaurant that is impacted and as a customer as long as my table I have booked is available, I am happy.

What was interesting for me was that the hospitality industry had thought about it and indeed could give hard facts as to how much it was costing the industry. Because, they recognised it as a major problem and a blight on profit margins.

The figure commonly banded about it is £16bn. Restaurateurs are reported in quoting figures in £1000’s as the cost of No-shows in just one weekend. With tight profit margins business owners know down to the pence how much each empty table has cost them.

The industry as a whole has started to fight back with the use of systems and reservation structures. But, some business owners, sadly are only taking action when the problem has really taken effect and its make or break for them.

So, what has this all got to do with me and you? Well, it got me thinking about the other major factor that impacts on profits for business and that is staff. The loss of staff.

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