Name: Nathaniel Brethold
Location: Toronto, Ontario, Canada
Position: Assistant Director of Food & Beverage, The Ritz Carlton

A career as a Food and Beverage Manager has always seemed to be the natural fitting choice for Nathaniel Brethold.

“My relationship with the food and beverage industry began from a very young age. I officially started my ‘career’ as a bus boy when I was just 15 years old and very quickly grew to know that this was the industry for me.”

A bona fide globetrotter (Nathaniel has worked within the hospitality industry in Rhode Island, Southern California, Southern Florida, Naples, and more) Nathaniel finally landed in Toronto, and with him, brought a wealth of knowledge and experience, working every position from bus boy to Director, and everything in between!

“Over the years I have developed many mentors. You have to learn something from everybody that you’ve ever worked for or with. Personally, I have taken something away from each individual I have ever spent time with in this industry; learn from as many people as you can, and break every one of the rules out there!”

One rule that Nathaniel refuses to break is that of caring for his guests and delivering only the utmost in quality service.

Nathaniel suggests three tips to live by to deliver the best level of service:

1. A warm welcome: “This is the first and most paramount tip, and it’s as simple as greeting each and every customer that comes into your organization as if they were coming into your home.”
2. Anticipate your customers’ needs: “There is an art form to noticing and being aware of your guests needs. Keep your eyes and ears open, and pay attention to detail.”
3. A fond & sincere welcome back: “Always invite your guests to come back. At the end of the day, repeat business is all that you have.”

“The Ritz is known for their service, but the three tips listed above is the motto that we live by. If you do these with every interaction you have, your guests will always come back!”

Onward and upward,

PS: See me speak at Tales of the Cocktail on Wednesday, July 25!

Click the banner on the right for more details.

We’re over half way through the list, and everything up until now must seem pretty logical.

Our next ingredient, “Getting Naked,” however, is anything but logical. In fact, it is emotional and contrary to the business instincts I developed during my training.

I would go so far to say that if you want to be the best in your field, not only must you develop the willingness to get naked, but you must also make it a part of your regular practice.

Getting Naked means being real and authentic: who you really are. It is about developing a TRUST with your client/audience that can only be built by being vulnerable and getting outside your comfort zone.

It’s about abandoning the fantasy that you can persuade the entire market into wanting to do business with you.

If you are REMARKABLE at what you do, chances are that:

• 20% of the market will LOVE you
  
• 60% will be indifferent
• 20% will find a reason to hate you

Even if you are GREAT at what you do, only 5% of your potential market that “get you” will bury you in business.

Trying to get 100% of the market to fall in love with you is impossible. By putting on a façade to appeal to everyone, you turn off the small percentage of people who would have done business with you… and helped you build even more business.

After years of explaining this principle to young managers, I came across Pat Lencioni’s book “Getting Naked,” a business fable that explains this concept better than I ever could.

I really encourage you to explore this idea. This is the “secret sauce” that is not being taught at business school or in company inductions.

“Getting Naked” in Montreal,

PS: See me speak at Tales of the Cocktail on Wednesday, July 25!

Click the banner on the right for more details.

No matter what role you are in, you have to TRANSITION from one meeting/interaction to the next quickly.

The best managers on my team can RESET their energy and focus in a matter of seconds between meetings – no matter how high or low the previous encounter took them.

Here is a short video from my friend Pat Cooley explaining how to do this.

Shifting gears,

I had a terrible relationship with learning during my years of formal education. I went through school nodding my head, pretending I was interested in what was being taught. I knew I was doing it all wrong.

When my boss asked me what I was reading, I explained that I didn’t have time. He kindly replied, “Then you don’t have time to be the top of your field.”

Still, I continued to work hard and study little… Until I noticed that every mentor in my life was not only a great teacher, but also an avid student.

Then, 12 years ago, I was asked to produce my “Annual Educational Investment Plan” in writing for the year. I didn’t have one and was surprised anyone out of college did!

That one-page document changed my life when I hardwired it into my schedule.

Here is my plan for 2012 (warning: admittedly, I am a learning addict):

1. Read at least 12 Books Per Year – Key Subject this year: Leadership and Engagement of Total Workforce

2. Participate in 2 Book Clubs around the subject

3. 150 hours reviewing Trade Magazines/Websites

4. 8 Industry Tradeshows

5. 10 Live Educational Events – Learn from leading experts (2- 5 hours in length)

6. 100 Ted Talks (or similar) Online

7. 2 Full Learning Programs (1- 3 days in length)

If you haven’t made time for learning lately, start today. Download an audio book to listen to on the way to work or while you shop for groceries.

If you’re already reading, join a study group this week (or create your own) – you multiply your learning when you do.

By the way, when I couldn’t afford to take courses or buy programs, I found “extra” things in my life to give up. I am glad I did.

Living, loving, and learning,

New Zealand is one of my favorite countries to visit: rich with culture, stunning scenery and great people. It just happens to have an amazing bar scene as well.

You won’t find a better tour guide than Angus to show you the sights! Necessity is the mother of invention in this far-flung corner of the world, and their innovative concoctions are the happy result.

Enjoy,