Management+ observations on management in general and the hospitality industry in particular.

Martha, Martha, Martha ...

NCWO President Martha Burk is at it again, and this time her weapon of choice appears to be an outlandishly broad sword. One thing is for sure--no one who's read the proposed "Ending Tax Breaks for Descrimination Act of 2003" will ever accuse Burk of discrimination. In fact, according to the language of the bill, any club with limits on access to facilities or services based on gender, race, or color would be considered a discriminatory club. This broad definition could apply to any club that has women's- or men's-only golf tournaments.

Even if it never passes, National Club Association (NCA) VP Andrew Fortin is concerned that the impact of this legislation could affect all clubs. While Burk's latest effort hasn't yet captured the attention of the press or Congress, Fortin--a former senior level Congressional staffer--warns that the prospects for a bill's passage can change overnight.

Airtight Smoking Ordinances

In another cautionary note, NCA's Fortin called New York City's smoking ban a watershed event for antismoking advocates across the country. Unlike smoking bans in years past that related to percentage of liquor sales and other variables, those adopted in New York City, Boston, and Florida simply apply to all places of employment, including private clubs. So far the language appears to be loophole-free. NCA has been working on a new publication that deals with smoking policies for private clubs, but has put off publication until the fall due to the rapid spread of smoking ordinances across the country.

In the meantime, there is news that sheds positive light on what may be an inevitable reality for clubs everywhere. A review of recent feedback from The Private Club Advisor readership (see PCA July 2003) indicates that no club adopting a smoke-free policy in the clubhouse reported a loss of membership, and in many cases the bans have led to increased dining room activity.

Hold Those Buns

Seems New Yorkers are going to have help giving up more than their smokes. Several restaurateurs in midtown Manhattan have gained business by losing the carbs in at least a few of their menu items. (See "Cooking Light, Cooking Right".) To attract customers devoted to the Atkins Diet, and to avoid the endless barrage of special requests from same, these eateries are adding special items like shrimp parmigiana without the breadcrumbs, sushi without the rice, and bunless burgers with a side of steamed veggies.

According to Atkins Nutritionals, Inc., more than 25 million people across the country have tried or are currently on the Atkins diet. With two Atkins' diet books perched high atop the New York Times best-sellers list, and copycat variations of the diet popping up everywhere, maybe the time is right to add a little "Regime Cuisine" to your menu.

Employees Talk S-MAC at Ruth's Chris

When it comes to the correlation between staff training and the guest experience, William L. Hyde, Jr., president and CEO of Ruth's Chris Steakhouse (RCSH) gets it. That's why he sent the company's heavy training binders straight to the dumpster. It seems that over the course of time, much of the information in the RCSH binders had become outdated and inconsistent with actual procedures. (Sound familiar?) Worse, the heavy manuals were so over-loaded with information that it was nearly impossible for employees to sort through them. Hyde's search for a more effective tool resulted in the company's adoption of a learning system called S-MAC. S-MAC is an acronym for Self-Managed Audiotapes and Cards.

The system uses decks of pocket-sized reference cards designed to fit easily into a chef's coat or server's apron. Training is broken down into color-coded modules and each position within the restaurant requires certification in all relevant modules. Every employee, including the chef and general manager, must complete the "Orientation" and "Product Information" modules. A server would then add the "Server" and "Wine & Spirits" modules to her/his mandatory learning; a kitchen steward would need to complete "Steward/Utility Cook" and "Kitchen Information," and so on. Each employee must receive initial certification in relevant modules before going on duty, and annual re-certification is required as long as the employee remains in the position.

The system's ease of use and accessibility has motivated staff members to cross-train themselves or do extra modules quality for a promotion. RCSH uses Kinko's online to update and reprint cards as changes are made. And, as it turns out, getting your employees to talk S-MAC is a good thing--The company recently received an Employer of Choice Award from the National Restaurant Association.

Eldon Miller, editor of Private Club Advisor (PCA), and Teri Finan, editor of PCA Plus, welcome your response to items in "management+" at www.privateclubadvisor.com