When guests come into your restaurant, oftentimes the server or bartender is the only person they really speak to, except for a brief moment with the host team, if you have one. This is why it is crucial that your service staff, the ambassadors of your brand, know at least a base-line about the wine list. There is so much information out there and we only have so much time because our primary job is to get through a smooth service. The question is, especially with wine, where do you even start?Read More
I fueled my mornings with iced triple espressos, and I put myself to bed with two to three cocktails nightly. There were days when it took everything in me not to turn the car around when I saw my exit. I could write a book on the highs and the lows, the joys and the frustrations that made up my years with that company; that's not what this blog post is about. This post is about one simple quote my boss passed on to me that has informed just about everything I do in the restaurant business.Read More
The iGeneration grew up with technology strapped to their sides, and as a result, they've become accustomed to a constant stream of stimuli from cell phones and tablets, TV, and even animated video signage. We’ve highlighted three common traits that characterize this unique population, explained how they express themselves in restaurant staff, and we offer ways to tap into them to produce positive results on the floor.Read More
Understanding this idea helps us better manage the guest experience, particularly regarding first-time diners. In retail they talk a lot about "conversion," a word we don't use in our restaurant vocabulary. What they mean is to convert a person walking who has come to browse into a paying customer. Well, we need conversion, too! We need to turn first-time diners into regulars.Read More
If for every time you hire a new employee you could save $100 you would, wouldn’t you? How about $200? As I shared in my post last week, the cost of turnover for one new employee is said to be between $4000 and $14,000. It stands to reason that if you would take action to save one or two hundred dollars, then you’d probably take action to save thousands of dollars, right?Read More
The cost of turnover for one new employee is said to be between $4000 and $14,000...
The fact is, when you own or manage a restaurant or restaurant group, you have to wage war against turnover. In addition to what can be quantified, are non-quantifiable costs to be considered as well, such as changes in staff morale, relationships with regulars, and the trust you build in your employees. People come and go all the time; it’s part of the narrative, but there are things that we can do to reduce these costs and build a better team.Read More