The debate whether consultants are useful or not has always been an ongoing one. As hoteliers, we also have to deal with consultants at some stage or the other. Recently at a hoteliers meet the discussions turned to this contentious issue. The following example was quoted as a case in point:

A hotel owner hired a consultant to increase the efficiency of the Food & Beverage service procedures. He then visited the hotel to assess the situation and the progress made after hiring the consultant. He was staying in the hotel and while going around observed all the Food & Beverage Service Staff were carrying a spoon in their shirt / coat pockets.

Curious he made some enquiries. He was informed that research has proved that in a restaurant or banquet function every 2^nd or 3^rd person drops a spoon. If the steward carries the spoon or the fork the same can be immediately replaced, thus saving time needed for going into the pantry and getting a replacement. This decision brought about a 24.23 % increase in efficiency. The hotel owner was impressed and also pleased with himself for having decided to hire a consultant.

Later he observed something else that was peculiar. All the Service staff had a small string attached to their zippers. On enquiry he was informed that the strings helped the staff in using the toilets without touching their zippers. This saves the time consumed in washing of hands, thus bringing about a 43.75 % reduction in time taken for each visit to the toilet and contributed to 17.63 % improvement in efficiency. The owner was impressed, but at the same time confused as he could not figure out something. After a lot of thought he called a steward and asked him” it’s commendable that you save time opening the zipper using the string without touching it, but how do put your stuff back. The steward smiled, replied a bit shyly and reluctantly: “Sir! we use the spoon”!!