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Every day before your doors open for business, gather your team for a motivational huddle and go beyond the typical tasting of the night’s specials. Discuss exceeding guest expectations and a strategy for the service to come. One of my most effective exercises was actually based on a popular game that everyone has played – BINGO! Much like the real thing my version of the game is easy to execute in your restaurant. Here’s the idea…
Labor will always be any businesses’ biggest challenge, but you can turn the tables so to speak with a simple system or plan B, that becomes your restaurant’s strongest competitive advantage.
I expect to receive the same quality of service whether dining in a Denny’s or a 5-Star Restaurant. The basic principle is the same… its all about hiring the best people with a true desire to serve the public and then developing them, training them, recognizing and rewarding them to build your business. That’s what I Call “PARAMOUNT SERVICE”!
When I ran restaurants, I approached service from the customers point of view. That is at least twice a week, I was a customer in my own restaurant. Doing so gives you a really good understanding of what I call the “3 Most Important Attributes of any Successful Restaurant… Food, Service & Ambiance”.
We ordered drinks and they were expertly prepared, poured into appealing glassware and properly garnished. After enjoying our first drink and their gracious service, we decided to stay for dinner and move to the dining room to join two additional friends. That’s where the experience dramatically shifted and fell short.
I often recommend that all restaurant owners eat in both their own establishments and a variety of other restaurants from time to time to notice details from a customer’s perspective.
In the May issue of Restaurant Hospitality, Roger teaches you how to train your staff to SELL not just serve. There are superstar servers in just about every restaurant. You know who they are. They’re personable, attentive, love meeting the public and make great money for themselves and your business.
Roger is featured in the March issue of Restaurant Hospitality Magazine with his article: How to get an "A" game from your "A" team. From one restaurant owner to another, let’s talk staff … specifically, your front of house.