Where crime is on the wrong track

Title – Where crime is on the wrong track
Source – Staines Leader
Date – 27th September 2007

This local report is repeated across much of the country. Violence on the railway networks has risen again and although violence is certainly the most worrying statistic, other crimes add and exasperate the situation. Also on the rise is theft, criminal damage (graffiti etc.), harassment and of most concern; racially aggravated incidents.

The cycle of crime increases public fears and those of the the staff employed. Stations covered in graffiti or where theft is common leads to fear and mistrust and becomes a comfortable environment for those perpetrating the crimes and so the cycle continues. A comprehensive solution is required that addresses all these issues. The starting point is to empower the staff, reduce their fear and stress levels in the workplace and they in turn will provide confidence to the legitimate customers and allow them to reclaim their station.

We are specialists in Conflict Management and Resolution training that is a proven method of helping staff deal with violence and aggression in the workplace, in a safe and proactive way. Our approach based on a Training Needs Analysis of the workplace of our clients, which allows us to tailor courses to meet the specific needs of your employees and the relevance of the course makes the learning outcome more effective.

Please visit our website at www.btbl.co.uk

Fears over fire safety in hotels

For the original article Click Here

Title – Fears over fire safety in hotels
Source – www.bbc.co.uk
Date – 19th September 2007

Changes in the law are welcome when they reduce the burden of paperwork or improve safety standards, but all too often these changes can take years to work their way through the system and become effective.

The change in emphasis of responsibility brought about by the Regulatory Reform (Fire Safety) Order 2005, from a fire certificate to effective self-assessment will certainly work in favour of large hotels and chains that either employ experts in-house or can afford expensive consultancy firms and spread the cost by offering large contracts covering the whole chain. For many smaller hoteliers who have always taken their responsibilities seriously there is no great change and a little less red tape to get through.

The worry is those at the bottom end of the scale, those hotels whose standards ruin the reputation of the majority and have traditionally ignored or been ignorant of the dangers of fire will actually get worse. Those establishments who used to clear the fire escapes on the day of the fire officer’s inspection and spend the rest of the year re-cluttering the same escape routes, rather then finding alternative safe storage space, now might not even de-clutter once a year. But after a tragedy like this there can be no excuse for anyone accepting anything but the highest standards.

Fire safety is also often not high on the skills base of hoteliers, so getting help from experts is vital to make sure you get your fire safety priorities right first time.
We can assist with fire safety plans, fire risk assessment and evacuation plans. We offer Fire Safety Training for your staff (an essential part of any fire safety action plan) and Consultancy to help you meet your legal obligations.

Please visit our website at www.btbl.co.uk

Don’t give the games away

Title – Don’t give the games away
Source – Unknown
Date – 6th September 2007

This article caught my eye half an hour after leaving a usually excellent tapas bar in central London. In a restaurant where I have been repeatedly over the years and experienced a great atmosphere, excellent food and good service, on that day we had a rather different experience and had commented over our lunch how on that day it reminded us of Fawlty Towers.

But outlets in London as elsewhere should worry more about their long term prosperity rather then just during an Olympic year. London is a year round tourist destination and many premises rely on that element for their regular income. But to do so at the risk of your regular customers is a risk too far. Ultimately tourists and locals want the same thing and if you look at any successful operation you will note the one consistency; great service.

On our visit to our Tapas bar, it was obvious that the waiter was new, although authentically Spanish, it was unfortunate that his English was so minimal that the ordering process itself was a trial and as we had predicted, we were never going to get exactly what we ordered. Fortunately the tapas format does allow for these mistakes in that even if half your order is wrong, you still have some food to be getting on with while the rest of your order is corrected. But when even the water doesn’t turn up, the amusement soon turns to frustration and the lack of English means that even the apology is lost in translation. Ultimately had this been our first visit it would also have been our last and even though we love the place, even if we do give it another chance it will be their last chance.

Staff training is an essential part of any business and is even more vital in this type of environment, we all know that a large part of our bill is the service otherwise we may as well go to a supermarket and cook for ourselves at home. The Olympics are set to provide a windfall to many such businesses in London and the UK as a whole, but if that is the only incentive you have to get your business right then you are already getting your business wrong.

At Beyond The Blue we offer a wide range of courses to anyone working in the licensed retail sector as well as consultancy services which can include a mystery shopper programme to allow you to independently evaluate your services. Unbiased evaluation is often impossible from within a business as staff are too close and have far too many preconceptions to be objective. For those working in the licensed retail sector we offer the portfolio of BIIAB accredited courses.

Please visit our website at www.btbl.co.uk