Hospo Reputation Management with PR Specialist Becky Erwood
Tales From The Pass - A Hospitality Podcast by The Restaurant Association of NZShow Notes
Your business's reputation is everything. It's what potential customers see when they first research your company, and it can make or break a sale. In today's digital world, your reputation is more important than ever. So what do you do when a crisis hits? How do you protect your brand and maintain a positive reputation? In this episode, we talk to reputation management expert Becky Erwood about how small businesses can be proactive and build a positive reputation. She also shares some tips on how to handle a crisis when it does occur. Here are a few of the things we discuss: Why reputation management is so important, especially for small businesses How to build a positive reputation online and offline What to do when a crisis hits How to handle negative feedback Whether you're just starting out or you've been in business for years, this episode is a must-listen for anyone who wants to protect their reputation and grow their business.
More from Tales From The Pass - A Hospitality Podcast by The Restaurant Association of NZ
In this episode of Tales from the Pass, we chat with Helen Turnbull, owner of 5050 on the Kāpiti Coast, about her journey in hospitality. Helen shares how her experiences working overseas helped shape her approach to food, leadership and creating memorable dining experiences, as well as what it means to have her restaurant recognised in the Michelin Guide.
In this episode of Tales from the Pass, Marisa Bidois and Gerrick Numan are joined by Jeff Wiley, Head of Hospitality at ABC Business Sales and an experienced hospitality operator and business broker. Jeff shares his insights into the current hospitality business market, including what's driving business valuations, what buyers are looking for, and the importance of strong systems, profitability and lease terms. He also discusses emerging opportunities in the market, the types of hospitality businesses currently performing well, and why buying an established business can sometimes be a lower-risk option than starting from scratch. Whether you're thinking about buying, selling or simply planning the future of your hospitality business, this episode offers practical insights to help you understand the market and make more informed decisions. Learn more about Jeff Wiley: https://www.abcbusiness.co.nz/staff/jeff-wiley/
In this episode of Tales from the Past, the Restaurant Association of New Zealand podcast, we sit down with Amanda Rogers, founder of Waitstaff Pro and former owner of Ampersand Eatery in Auckland. Amanda shares her journey through the hospitality industry, from early café roles to leading one of Auckland's much-loved venues, and now supporting the next generation of front of house professionals. She reflects on the lessons learned from running a busy hospitality business, including the importance of team culture, training, and creating a clear "why" that drives great service. This conversation explores the realities of hospitality leadership, building strong teams, trusting others, and adapting to the changing expectations of customers. Amanda also offers practical insights for operators who are feeling stretched, with simple and actionable advice on training, delegation, and creating consistency in service. The Restaurant Association is the link between good food and good business. It supports New Zealand's diverse and creative hospitality businesses to deliver first-class experiences to diners. Since its humble beginnings in 1972, it has worked to offer advice, help and assistance in every facet of the vibrant and diverse hospitality industry. The organisation now represents, advocates and cheerleads for more than 2500 hospitality businesses within New Zealand. It offers advice and assistance on key industry issues, from property lease advice to wellness in the workplace. The Association also provides its members with industry-wide accreditation programmes, which set best practice standards and help them measure how they're tracking. It also works in partnership with the Ministry of Social Development to deliver the Hospostart and Springboard training programmes.
Sophie Gilmour is passionate about business, food, and hospitality. She has spent the past 15 years helping hospitality businesses thrive. She co-founded Bird on a Wire, co-owns Fatima, and leads Delicious Business where she guides operators towards sustainable growth. Sophie is also committed to community work and is a trustee of the Dine Charitable Trust. In this episode, Sophie shares practical and valuable advice on what it takes to run a successful hospitality business including the importance of having a mentor, managing costs, and understanding profit margins. She also reflects on current challenges in the industry and explains how good management and clear measurement can help operators navigate them with more confidence.
Marcin Kulak, originally from Poland, is an experienced FOH professional. He began his hospitality journey in 2000 as a section waiter in Poland, then moved to London, where he spent ten years as a General Manager. In 2015, Marcin settled in Auckland with his wife and two sons. He joined Mekong Baby in 2018 as a Duty Manager and became co-owner within a year, alongside his wife and business partner Jackie. In this episode, Marcin talks about what it really takes to succeed in the restaurant industry. He shares why treating your venue as a business and delivering excellent service are the foundations of long-term success. Marcin highlights the value of a happy and well-trained team and the power of consistency. He explains how staying true to your menus, prices and operations has shaped his own success, rather than chasing trends. Marcin also reflects on the challenges of the pandemic and why having a financial buffer is essential.