Search Results for: a greeting, a seating

A Greeting, A Seating and Setting the Tone

 

Welcome back to another serving of Soupfly

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In order to create an exceptional dining experience all the time, everywhere for everyone, there are so many factors that must work in harmony with each other.  Every component is so vital and so important that if even one, seemingly small part, is missing, it’s like listening to the music of a beautiful orchestra with just one obo out of tune and  hitting a flat note.  That one part being out of sync can turn what potentially is a very wonderful experience into something less than pleasant.  That one instrument, that one musician is messing up the entire concert.  The very first notes of the symphony literally and otherwise,  SET THE TONE  for the entire experience to follow.

So it is in the Restaurant Business.  The importance of the Host, Hostess or Maitre D (henceforth I may refer to them as HHM) performing their responsibilities in an excellent manner cannot be overstated.  And yet so many times it is the one position that is so undervalued, under recognized and certainly, often under compensated in the Service Industry.

I’m sure you may have experienced something similar to the following:  Upon arriving at a restaurant whether with my wife or a group of friends, we are often greeted by the Host or Hostess at a restaurant with a one word question, “Two?” ; “Four?” Or if they feel like going all out they may say something to the effect of: “Is there four?”  “Will there be four?”

To which I, with my bit of sarcasm-sorry-might reply; “Four what?”  And to that, their response is often, “Are there four of you?” OR “Four people?”

No “Hi”.  NO “Hello, Good evening,”  NO “Welcome, sir, ma’am,  to ABC Bistro.”   Why oh why is this such a common occurrence?

If I may, let me address all the Hosts, Hostesses and Maitre’ D’s out there.  Your job is so very important.  You may not feel it or believe it sometimes.   You may never have really been told so.   But it truly is vital to the success of your establishment.  The manner in which a guest is greeted as they enter a restaurant truly Sets the Tone for  their entire dining experience.  We’ve all heard and been taught that “First impressions are lasting impressions.”  And “You only get one chance to create a first impression.”  These are not just cliches but they are absolutely 100% true statements.

When a guest walks into an establishment and they have to wait to even be greeted or acknowledged-that’s not good.  Or if they are only greeted with a grunt of “Two?”  Or they are greeted by a host or hostess that has a less than pleasant attitude, or is chewing gum, or eating, or more focused on their cell phone than on their patrons standing in front of them-that doesn’t set a great tone for how this dining experience is going to be.  It doesn’t set  a high bar for their expectations.

A guest needs to be welcomed warmly and made to feel welcome as they enter your establishment and feel happy as they are exiting.  Whether one is a “regular” at the place or a first time guest-every one who walks in the door should be made to feel special.  They need to feel like you’ve been expecting them all along and that you are so glad that they are here.

How do you feel when you go to your best friend’s house?  Or better yet, your Grandmother’s house?  Think back to when you were a kid and you were going to visit your Grandma.  How did you feel?  I’ll bet pretty great, right?   She always knew how to make you feel like you were the absolute most important person in the world.  Right?  Why is that?  Well, because to your Grandma-you were.    I know I was.  Or at least I felt that way. Maybe some of you still are.  That’s how you need to make your guests feel who come into your restaurant and it begins with the Host, Hostess, Maitre DHHM).   Your position is crucial to the success of the entire operation.

Imagine this: A guest or group of guests comes to your restaurant and not only do you greet them warmly  and welcome them with a pleasant smile and a cheerful upbeat-“Good evening, Welcome to ABC Bistro.  How are you all this evening?”, But you even go one step further and one or two of you on the HHM team actually Opens the Door for the guests!  This may be perceived by some to be a very small gesture but it carries such a great impact.  And what do you think might be going through the mind of those guests?  Maybe something like; “Wow! We’ve barely stepped foot inside the restaurant and we already have a feeling that this is going to be a great dining experience.”  

 

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Next, as the guests are being escorted to their table, the hostess is not walking twenty feet in front of them racing to put the menus down on the table.  Rather, she is walking  just slightly ahead of the group of guests and looking back at them engaging them in conversation.  “How has your day been so far?, she asks one of the group.  Next, she says; “What are you celebrating tonight?” She then tells them that she heard in the meeting that they just got in some freshly harvested Morels and says, “I don’t know if you all are fond of mushrooms but the chef has a few specials featuring fresh Morels tonight.  Be sure to ask your server about them. Especially the Morel mushroom soup.”

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Put yourself in the place of those patrons.  Now that you have been welcomed, greeted, escorted and seated by an enthusiastic, pleasant and upbeat HHM, the Tone Has Been Set.  When  the server arrives a few moments later at the table, you are in  a pleasant mood and you are confidently expecting a wonderful dining experience.  And that is all due to the HHM doing more than the all too common; “Two? Ok.  Follow me. Enjoy” routine.

The Server, now picks up the baton of Excellent Service that the HHM has handed off to him.  I’m not saying that  the responsibility of setting the tone and setting the expectations of the guest lies solely with the HHM team.  It absolutely does not.  And it really is incumbent upon that server to carry on and capitalize on what was begun by the effective HHM.  Heck, his job is already half done for him.  (Don’t tell any server, I said that.)    However, you (HHM) are on the front, front lines.  You are the first ones that the guests interact with.  It all begins with you.

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The Restaurant business is certainly not the  only industry that has  an HHM type position.  What we are really talking about here is any public facing, customer interacting, front lines position in any business.   Whether you work as a host or hostess at a restaurant, a front desk clerk in a hotel, a receptionist at a doctor’s office, law firm or  car dealership, a customer service representative  or a clerk at the DMV-YOU  are the one who creates the first impression and the customer perception of that business.  I saw a plaque on a receptionist’s desk at a huge fortune 500 company one time that read: Director of First Impressions.    And that- each of you in those and similar positions absolutely and truly are as well.

 And if ever the misfortune of a Soupfly does happen, there is a greater chance of a strong and positive recovery happening because then it’s just a mistake that can be remedied because the Director of First Impressions (YOU)  did their job properly and effectively.

*****NOTE-There is so much more that I could mention about the various responsibilities that an effective HHM has in the Restaurant business and I’ll be covering that and many more topics  in depth in my soon to be published Best SellerGETTING TO WOW!! First Class Restaurant Service

I WILL SOON BE TAKING ADVANCED/PRE-SALE ORDERS FOR GETTING TO WOW! First Class Restaurant Service

DETAILS TO FOLLOW SOON

Thank you so much for reading.  Please be Sociable and Share

 

Christoff J. Weihman

ChristoffJWeihman.com

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This entry was posted on July 17, 2014. 3 Comments

Dinner-Made- the Way We Like it

WELCOME BACK TO SOUPFLY!

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When it comes to Service & Hospitality, I have always been of the opinion that it doesn’t take a lot to really provide a WOW! experience for your guests.  Unfortunately, it is more uncommon than common, so when we do experience a place that does it right we want to shine a light on that place, it’s staff and say “Thank you and Congratulations” to them.  This was the case with our recent visit to Made LV at Tivoli Village in Summerlin, Nevada.

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Michelle and I had frequented the bar and enjoyed happy hour there a number times previously.  However we had not actually ever had the full experience of sitting at  a table, being served and dining at Made LV.  Made LV, (which is owned by the same husband and wife team of Chef Kim Canteenwalla and Elizabeth Blau, who also,own Honey Salt and recently opened Andiron Steak and Sea), brands itself as “an American tavern”. Frankly a tavern environment is fine for a few drinks and bar food but not necessarily the type of place I prefer to eat at dinner at.  But on this particular occasion, I was really in the mood for one of my favorite vegetarian/vegan  sandwiches-the eggplant pastrami.  Michelle and I were wanting to have a nice, but not extravagant dinner-so with said sandwich in mind I suggested Made LV to her.

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We walked into Made LV and we were greeted by the hostess by the all too common phrase that so many hostesses in restaurants say, “Two for dinner?”.  (For my thoughts on how and why this is in no way an exceptional welcome/greeting please see a previous post here on Soupfly entitled-A Greeting, A Seating and Setting the Tone):

https://soupfly.wordpress.com/?s=a+greeting%2C+a+seating

While I was not thrilled with this less than welcoming greeting-I am happy to report that Julie, the hostess,  made up for it in spades (an appropriate Vegas metaphor) by what she did next.  As we entered Made, we quickly noticed that there was live music playing in the bar area. Normally that would be a welcome treat, however, we both were in the mood for a more relaxing and quiet ambience.  The group that was playing definitely sounded great but they were loud.  Very loud.  We just couldn’t see ourselves enjoying our dinner with such loud music playing.  After realizing that our hope for a quiet relaxing dinner was not going to be fulfilled here and as much as I had my heart set on the eggplant pastrami we decided to go elsewhere.  We told Julie that we just wanted a quieter environment and that we’d return another time.  We exited Made and stood outside, in front of the restaurant considering our other options. All of a sudden, here comes Julie with a look of determination on her face.  She politely says to us, “I know that the music may be a bit too loud inside, but what about a table on the patio where it will be much quieter and we’ll turn the heat lamps on for you?”  After considering her idea for a few moments, Michelle and I decided-“Yes, yes indeed, We’ll take you up on it.” As she escorted us to the patio, she said, “If you really were determined to eat here, I didn’t want you to have to go somewhere else.”

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So, Julie, with her quick thinking and her desire to make the guest-(actually since we weren’t even in the restaurant we weren’t technically guests)- happy, she won us back.  Once we were seated, she ensured us that it would be pleasant and quieter and told us that Ryan would be out soon to light the heat lamp.  That, though it may seem like a very small gesture-got me.  And as I said at the beginning here, it doesn’t take a lot to provide excellent Service & Hospitality. Julie was aware that I had my heart set on the eggplant pastrami  and though the loud music was a challenge-she was creative and quick thinking and found a way to accommodate us.

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The ambience on the patio was lovely, with a nice view of Tivoli village and the music now considerably quieter.  The tone had now been set for a relaxing, enjoyable dinner.  Our server, Rene, was pleasant, friendly and conscientious. He happily accommodated our requests, as both Michelle and I made slight modifications to our order off the menu. Although I said that I was intent on the eggplant pastrami-I of course ordered it with no cheese and no dressing-thereby making the vegetarian on the menu sandwich a vegan one. Michelle has recently chosen to be on a gluten free/almost dairy free diet and none of our requests presented any challenge to Rene.  He not only was knew what food contains gluten and how to modify an order to make it gluten free.  He even told us that all such requests are cooked in pans that are designated for gluten free cooking. However, he did mention that there could be cross contamination of gluten in the french fries.  I was impressed that he offered that information rather than waiting for us to ask.  Many Service and Hospitality workers that we’ve met are completely clueless about gluten and other types of dietary restrictions.  Our food came out exactly as we ordered and it was great!

Rene gave us just the right amount of attention-a balance between TMA (too much attention) & TLA (too little attention).  He checked on us at the appropriate times, made sure that our food was to our liking and just overall very friendly.

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And by the way, Ryan did come out to light the heat lamp for us although it took a few attempts.  First there was no tank in it, so he came back with a new one.  Then Rene said, “It’s not working because the tube is broke.”  But rather than telling us, “I’m sorry we can’t light it.” OR that we need to move to another table, Ryan was determined to get it fixed and working for us. He replaced the tank and the tube and after 3 attempts-he got it lit. Also, our table was unstable and rather than offering some lame response like -“All our tables are like that”, he fixed it. He apologized that they didn’t have the proper wedges for stabilizing tables, so he used the linen napkin-which in my opinion does not look great but it does get the job done.   I am surprised at how few restaurants actually have in stock the wedges that are made specifically for that purpose and therefore the service staff is left having to use coasters, napkins and sweetener packets.  Regardless, we were very happy with Ryan’s “get it done” attitude.

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And on top of all that, Brad the manager came out to greet us. He was very friendly and engaging.  We learned that he is actually the brother of Jim, the GM at Elements. (See previous post)He asked us how we were enjoying everything and we told him how Julie had won us back when we were set on leaving.

So, thanks to Julie’s quick thinking and the combined teamwork of Ryan and Rene, Michelle and I had a lovely, relaxing dinner on the patio with a stable table, a glowing heat lamp, quiet music emanating from the bar, good food, good service and a beautiful night time view of Tivoli Village.  It was not extravagant. It was not over the top high end service-but I will tell you that I count it as one of our better dining experiences.

Thank you team at Made LV-you guys all “made” our night!  See you soon.

http://made-lv.com/

Thank you all for reading!  We love our readers!  Please Share on Social Media.

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For your signed copy of my book, Getting to WOW! Everybody WINS with 5 Star Service, go to my website:

http://www.gettingtowowbook.com/

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God Bless You & Cheers!

Christoff J. Weihman

ASPIRE Enterprises

Las Vegas, NV 

Soupfly’s Travel Adventures -Part 2

WELCOME BACK TO SOUPFLY!

 

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Continuing from our post from November 19…

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While in Minneapolis, we returned to the Mall of America the next day to shop and enjoy the day together with my daughter, Kimberly, while Lilly and Carly (our puppies) stayed at Kimberly and Jesse’s apartment.

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We ate lunch at CRAVE, which features both modern American fare as well as sushi. As we approached the host stand, I inquired as to whether they had any booths available.  We were informed that they were all occupied but that they had a table available immediately.  We opted for the immediate table rather than wait for a booth to open up.  As we were being escorted to the table by the hostess, we saw that there was a booth that was vacant in the same area and that was partially cleared and cleaned.  We asked the hostess if we might be able to wait for that booth to be cleaned and set for us.  She rolled her eyes and then said yes.  I realize that it wasn’t what her plan was, however, we told her we were willing to wait for it.  As a host or hostess, one must be gracious, have an upbeat, pleasant attitude and not show disdain for your guests.

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Once we were seated, the service, led by our server, Ozzy, was very good.  He and his team did a nice job of cheerfully serving our lunch.  He made great recommendations, was not fazed by the modifications I requested on my entree and it was really a pleasure to be served by him.  There were only a couple issues-one, the glasses were gritty on the outside, as if there were a problem with their dishwasher, and I, was served my meal ahead of my wife and my daughter.  I know we live in a society that is very progressive in many ways, however, it is still proper to serve Ladies First.  I brought the gritty glass issue up to Mikayla, the service supervisor, who promptly brought us new glasses.  And the General Manager, Jude was at our table within minutes to apologize for the situation.  The food was very good and overall it was a  good experience.  If you go to Mall of America, I recommend that you give CRAVE a try.

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Actually, there is a new CRAVE that has opened at Downtown Summerlin, here in Las Vegas.  Michelle has already been a couple times and I’ve been once.  Again, overall-good-I wouldn’t say “very” this time and also, I will suggest that the host staff needs some training.  This seems to be such a common theme many places that we go.  I’ve done a whole blog post on this back on July 17, entitled “A Greeting, A Seating & Setting the Tone”.  A host/hostess’ job is so vital to setting the tone for the entire service.  What you do is so important. A host/hostess’ attitude, demeanor, personality and communication skill play a very big part in the overall success of the restaurant.  Check out my post from July for more on this topic:

https://soupfly.wordpress.com/?s=a+greeting

After two days in Minnesota it was time for us to travel south to Ottawa, Illinois-my hometown, to visit my Mom and her husband George.  Although it was quite cold in Minnesota-35 during the day and in the 20s at night, it was sunny with no precipitation until we left.  Literally, the snow storm came the day we left.  Thank God!  We drove 6 uneventful hours with the puppies still comfortable and enjoying their   puppy carseat.  If you have small dogs and you travel often, I highly recommend that you try it out for your little furry ones.  You and they will be glad you did!

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In Ottawa, it was v-e-e-e-e-e-r-r-r-r-y cold and windy!  BRRRRRRR! I am not fond of the cold in the least.  We met my Mom and George for breakfast at a local diner.  We found out that that day happened to be George’s birthday-his 94th birthday!  God Bless him!  At 94 years of age, George acts like he is 20 years younger.  He always has an upbeat, cheerful and positive attitude.  He is not a complainer.  He just seems to love life.  What a great example for all of us.

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We also learned from George that during WWII he had been involved in something called Operation Varsity-which was the last and most spectacular Airborne Invasion in all of history.  It happened right on the heels of the Battle of the Bulge bringing in replacements for all the troops lost in that battle.

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As we were sitting at my Mom’s house, George pulled a small piece of paper out of his wallet and began to describe the event.  He had been amongst the over 20,000 paratroopers and glidertroopers that landed at the Rhine River in the Ruhr Basin in Germany for this assault.  As he began talking, Michelle said we should record this.  So, I asked George to stop and start over so I could get it on film. You can watch the clip of George talking about Operation Varsity here:

 

(Sorry, still having trouble uploading video. Soon to come when I repost this)

After a short few hours of visiting my Mom and George in Ottawa, it was time to head out to St. Louis.  The puppies also enjoyed the short visit with Carly spending most of it sitting on my Mom’s lap.

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The weather was sunny and clear as we drove south to the place where Michelle and I met, just two years earlier.  We arrived in St. Louis just as the sun was about to set and seeing the sun glistening on the Arch as we pulled into town brought a feeling of warmth to our hearts.  However, it was cold outside.  But thankfully the next two days were the warmest it had been in St. Louis for weeks.  65 degrees in St. Louis in the middle of November was a nice welcome for us!

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Saturday evening was the going away party for Michelle’s daughter, Melissa.  She would be moving out to Las Vegas, so she would be joining us on the trek back in a few days. It was great to spend a few days in St. Louis to visit Michelle’s family who all miss her so dearly.  And of course Lilly and Carly, too, soooooooo enjoyed their homecoming as well.

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One evening, we met up with Julia Petrovic, a long time friend of Michelle’s and the person who was most instrumental in her following the path to her nursing career.  Although that was the first time I had ever met Julia, she has been a wonderful, encouraging supporter/follower of me/Soupfly.  Thanks, Julia, not only for following Soupfly but more importantly for guiding Michelle to pursue nursing. Every person in our lives has helped lead us to where we are-so in a way she too was a part of Michelle and I meeting.

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We were blessed and thankful to spend time with Michelle’s family.  Not enough time of course since there are so many of them.  Thank you all for your warm hospitality!

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Most of the time in St. Louis, we enjoyed home cooked meals with family but on our final day we had decided to catch up with some friends and to dine out. We started with lunch, but before that, we visited a place where I had worked for over 3 years-Paul Mineo’s Trattoria, a beautiful Italian restaurant in Westport Plaza.

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While we only had a short time, as we were planning on meeting a friend elsewhere, we did have the pleasure of seeing Brigitte Mineo, the owner and her brother,  Michael Clark briefly.   It was while I was working at Paul Mineo’s about 6 years ago. that I first began conceptualizing my idea for both the tv show and my book, Getting to WOW! Everybody WINS with 5 Star Service.  I was very happy to reconnect with Brigitte and Michael after a handful of years. Michelle and I each enjoyed a glass of wine, courtesy of Brigitte, while  I shared with them about the progress of the book and the show.  They seemed genuinely happy for my growing success.

Next came lunch-unfortunately, my friend had to cancel at the last minute but I decided to still stick with our plan of eating lunch at Patrick’s (Formerly Pujol’s 5) also, in Westport. It would just be Michelle and me.  To say that we were disappointed is an understatement.

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First, the booths, all had torn upholstery.  We received a half-hearted greeting from someone who shouted to us from behind the bar as we walked in.  Our server was not very friendly, even seemed defensive when we told her that Michelle’s burger was not cooked properly.  She was pretty inattentive.  There were just too many things to even go into detail here.  Suffice to say, it was not even  an ok lunch.  I used to work there and I do know Patrick Jr. and Sr.  I expected it to be better than it was.  Unfortunately, neither one was in and the manager that did come to our table (Larissa-I think) was not very engaging and didn’t exhibit any care or concern for our disappointment.  She said, “I’ll let Patrick know.” Ok.  Well. Now I’m letting Patrick know here.  Actually, I did send Patrick a message via Linkedin upon our return to Las Vegas but as of yet, I have not received a reply.

 

Dinner that evening was much better, though.  Following our theme-ok, my theme of wanting to reconnect with people and restaurants that I had known when I lived in St. Louis, I made reservations for us at one of the places that I used to frequent when I lived in Maplewood-Acero.

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Every time I had eaten or drank at Acero, I was always warmly-not just greeted- but welcomed.  And the food and service were always excellent.  Acero, is part of the Fiala Food Group of restaurants in St. Louis, owned by Jim Fiala, which includes The Crossing and formerly Liluma and City Garden.  My friend, Adam Gnau is the chef at Acero.  I had the pleasure of interviewing him for my book earlier during the summer and he is referenced in it.  We were joined by our friends Lisa and Volkan for dinner.

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Acero occupies a beautiful old brick building on Manchester Blvd. in Maplewood. In fact, the word, Acereo means “Maple” in Italian. The decor is simple and beautiful.  The lighting and the music create a very pleasant and inviting ambience.  We were, as I was always used to-warmly greeted by the hostess upon our arrival.  Our server, did  a nice job explaining the menu and made some good suggestions for cocktails.

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While dinner service was good, what really set it apart for us, was Adam coming out and explaining many of the dishes to us.  For example he described a pasta dish called pece-which if one just read it on the menu you may not be too excited about it.  But he enthusiastically explained that, although simple in ingredients-   the flavor was amazing.  So, with that recommendation,we had to try it.  And when it was served to Michelle, and we all tried it, we all agreed-it was great!

The food was great-Michelle had her favorie-duck and she was quite pleased with it.  I loved the crudo and I can’t even remember what entree I had but I do know that I thoroughly enjoyed it.

Overall, our dining experience at Acero was very good with the exception of our server holding our glasses at the top/on the rim when placing them on our table, rather than on the lower portion of the glass.  I politely pointed this out to her and asked for them to be switched out for clean ones.  After that point, I feel that she was not wanting to be as engaging as she had been at the outset.

A server may not want to be corrected on something they do but this is a very basic point of service that all servers especially in a place like Acero should be well aware of  and not need to be reminded of.  So, as a reminder, “The top half of the glass is mine (the guest), the bottom half of the glass is yours (server).” I also want to mention, Tom was very attentive when our server was at other tables and he helped maintain the right balance of attention.

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Though we had a wonderful time visiting family and friends for 3 days in St. Louis, we still had yet another destination on our journey…Kansas City.  So, the next morning, we loaded up the car once again, bid adieu to St. Louis and headed west.  This time we were off to visit Michelle’s son Greg and his wife, Megan.

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To BE CONTINUED…

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As always, thanks for reading.  I appreciate all my readers and your continued support!  Please Share on Social Media.  And I welcome all your comments.

My book-Getting to WOW! Everybody WINS with 5 Star Service is still available for special pre-order price of only $20.00!

If you have not yet pre-ordered your copy, I invite you to go to my website and do so today!!

http://www.christoffjweihman.com/my-book.html

God bless you all and Cheers!

Christoff J. Weihman

ASPIRE Enterprises

Las Vegas,  NV

 

Essential Elements of Service and Hospitality Success

WELCOME BACK TO SOUPFLY!

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Happy April 1st Everyone!

It is hard to believe that the first quarter has already whizzed by.  The signs of spring are all around us-at least here in Las Vegas.  I hope all of you are staying focused on the goals and plans you set for 2015 and still endeavoring to make 2015 your best year yet.  Stay focused, inspired and disciplined!

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Today I want to share with you about a restaurant that is doing things right, Elements Kitchen & Martini Bar, here in Las Vegas.  Elements, now under new ownership and management, brands itself as a ‘fine casual dining’ establishment.  Michelle and I have been here a couple times in the past but on one of our previous visits-some months ago-a staff member blew out the candle right in front of us at 8:45 pm, saying, “You’re still welcome to stay, we’re just getting things ready to close by 9.”   Even if verbally that person’s words said ‘you’re welcome’, her actions were clearly communicating the opposite.  I am happy to report that things are progressively improving in so many ways at Elements since new management has been in place.

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On our recent visit, Michelle, Melissa and I came in for dinner and it was such a refreshing, welcoming experience that I almost immediately was wanting to return again-soon.  And we did-not too long after-just to have a couple drinks one evening.  But first let me share about our dinner experience of a couple weeks ago.

At Elements, because it is such a small establishment-(I think there may be 10 or 12 tables in the whole place), they have no need for a host or host stand.  When one opens the door to enter-they are quickly greeted verbally by either a bartender or a server standing nearby.  And then within a few seconds-a server will approach and greet and welcome the guest.  On this occasion, we were promptly seated and given our menus.  Currently they have a martini list of 500-yes, 5 Hundred different martinis!  There’s vodka martinis, gin martinis, tequila martinis, rum martinis and whiskey martinis. I think that’s all. Soon, however, they will be phasing out the 500 martinis because truly it takes guests a long time to look through that big of a cocktail list to make a decision. And according to the GM, keeping inventory of the items needed to make all those drinks is ridiculously expensive and wasteful.  Some of you may think that’s awesome-500 martinis, but do not be dismayed that they are phasing it out. They have something even better that’s going to take the place of that. I will reveal what that is later.

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Back to our dinner experience-AS we were contemplating our drink order-we noticed that one of the owners-whom we had met previously-Herb, was glancing over our way.  Once we made our drink order-each of us a different martini, one vodka, one whiskey and one gin, we began to consider our food options.  Thankfully, Elements does not have 100 appetizer and salad options and 150 meat and seafood choices!  They have a very simple basic menu.  Holly, their Chef does a great job!  She has actually come to our table to talk with us, 2 out of the last 3 times that we dined there.

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Allow me to share with you three E’s that I believe Elements are doing a great job at:

Elements gets an A on these 3 Es Essential to Service and Hospitality Success

1. Engaging the Guests-We experienced this from every member of the team and it all began with Herb, the owner coming over to our table.  He said he recognized me-I don’t think he remembered that we had met a few months back when they first took over the place. But whether he thought I looked familiar or not-is irrelevant. He was so engaging to the three of us at the table. He is warm and friendly and I kind of felt like we were at a dinner party at his home.  The welcome was so refreshing. I also noticed throughout our dinner, that Herb would visit  patrons at the bar, stopping and talking with one couple for a few minutes and then moving down the length of the bar. I didn’t see if he greeted every single person, but I assume that he probably did.

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Soon after-Herb coming to our table, the General Manager, Jim, came to greet us, and if I remember correctly, he brought our drinks to the table.  Jim, also, was such a pleasure to meet.  He is the kind of person that should be running a restaurant-and thankfully he is-at Elements. He’s kind, friendly, genuinely caring for the guests.

Our Server, also, was very engaging, pleasant and upbeat.  What she lacked in training (as in she was not familiar with the proper manner of presenting and opening wine) she made up for with her engaging personality.   Now of course it is important for a server to know such things-but that can be taught.  A positive, upbeat, engaging personality is not usually something that is as easily taught.

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In my book, Getting to WOW! Everybody WINS with 5 Star Service-I talk about the importance of setting the tone. The greeting, the welcome and the seating of the guests is so vital to the success of the dining experience. When a guest is warmly greeted and made to feel welcome from the start, if something happens to go wrong during the course of their meal, it is so much easier to get past the Soupfly.  Guests will be more forgiving and understanding.  The service staff will not feel so awkward because they’ve established that rapport.  It’s kind of like going to a friend’s house compared to being at a stranger’s house and you have an accident.  Maybe you spill a glass of wine.  If you do this at a friend’s house-it’s not a good thing but it’s not terrible.  However, if you are at a stranger’s house and this happens, it is an awkward situation for everyone.  Accidents, or mishaps or Soupflies do happen and always will happen periodically in this business or any other, but if the guest/customer/client feels that sense of welcome-it’s as if nothing can tarnish that relationship. You just deal with/fix the problem and move on.

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As you know, Michelle and I tend to dine out often.  We have our own list of 10 criteria that we rate a restaurant on-and one of them is Management.  I tell you that unfortunately, it is more common for the manager or owner  to NOT Engage their guests than to Engage.  It seems that they often only come over if there is a problem or a complaint.  In Industry lingo it’s called “touching tables”. Part of a manager’s responsibilities is to constantly be touching tables.  A manager may not realize how important that is but I will tell you-the more often you do it and consistently, the more your guests are going to want to return.  Everybody that comes into your establishment wants to be treated like they’re special.  That few minutes that you stop at a table just to say hi to your guests, to ask how they are enjoying their food and drink, makes such a positive impact on your guests.

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2. Energy & Enthusiasm-Every single staff member we met on our recent visit to Elements exuded positive energy.  From our Server, to the Owner, the General Manager, the Busser, the Bartenders and the Chef.  There was a buzz of positive energy that was palpable.  There was a sense of excitement in the air.  No one had that negative, blah energy that we have all encountered from time to time at a restaurant.  This new ownership/management have breathed new life into this place.  When we had been there on previous occasions the staff were all talking about how there was such a feeling of uncertainty.  Now, yes there are changes that have happened and more to come but it seems that all the staff are on board and hopeful for the future.  This positive energy is readily felt and picked up by the guests.  It makes one feel happy that they are there.  I’ll tell you that such positive energy has such an impact on a person’s dining experience that it actually makes the food taste better.  Not to say the food is not good at Elements-it is -and it keeps getting better.

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I’d like to quote from my book, my friend Michael Balabon, said this in Getting to WOW! Everybody WINS with 5 Star Service:

“There is a commonality between the excitement people feel when they are seeing a show or a concert, and the excitement they feel about having dinner at a new restaurant or their favorite eatery.”

That’s the feeling that you should strive to make your guests feel when they come into your place of business, whether it be a restaurant or another type of establishment.  And Elements is succeeding on this element of Service & Hospitality.

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3. Execution-The actual effective carrying out of a plan, bringing something into fruition, doing the thing properly.  Elements Kitchen & Martini Bar does a lot of things right, not the least of which is their execution at the bar side of the establishment.  Allow me to introduce to you, Alex and Jeffery-two individuals who are masters at their game, who were recruited away from a very prestigious venue on the Las Vegas strip to join the team at Elements and to run their beverage operation.  These two gentlemen, do not just make drinks, nor do they just craft cocktails.  I would call them Genius (I refrained from using the term ‘mad’) Scientists of Spirits or Wizards of Mixology.   To watch them work is quite a treat, not to mention having the pleasure of then enjoying their creation.  These two, take such care and attention to first, doing a guest inquiry-finding out what flavors the guest likes and doesn’t like.  They even ask what cocktails one typically drinks.  After this brief, yet in depth information gathering, the inspiration begins to stir until you hear them exclaim-“I got it.”  Or “Alright, I know what I’m gonna do.” Or some similar phrase.

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Then, they begin formulating a plan, taking their mixing tumbler from spot to spot as they pull down bottle after bottle off the shelves, putting a bit of this and a bit of that-and sometimes a lot of this and a little of that-sometimes using as many as 7 or 8 or more ingredients in one cocktail.  Other times I’ve seen them grab multiple bottles of liquor and liquers and other liquids and line them up on the bar in front of the guest, explaining what certain things are and then creating the drink right there on the bar in front of the guest.  It’s so exciting to watch their eyes light up as they are taking their idea-the inspiration for a drink and then executing it with precision and care.

We could all learn a lot from Alex and Jeffery about passion, attention and focus on details, creativity, guest engagement and effective execution of plan.  Not to mention improvising.  Alex was in the middle of creating a drink for me, and when I mentioned that I’ve recently started to enjoy Negronis-he slammed on the brakes and said-“Now I really know what to make you.”  Apparently it was completely different from his original plan of a few seconds ago. I can’t tell you what was in it.  But I will say it was better than any Negroni or semblance of a Negroni I’ve ever had.

It may seem that I’m spending so much time talking about making cocktails.  That’s not the point.  It’s refreshing to see a team of people who enjoy what they do, are friendly and Engaging to the guest/customer; who exude such upbeat positive Energy and who take time, care and attention for proper Execution of their work.

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In my book, Elements Kitchen & Martini Bar get an A on these 3 Es that are Essential to Service and Hospitality Success.

Oh, I almost forgot. You’re probably wondering what they are going to replace the list of 500 Martinis with?  I told you that it would be something much better.  Well they’ve already done it.  What’s better to have a guest wade through this daunting, overwhelming abundance of choices of drinks, with such difficulty to decide OR to have to engaging individuals like Alex and Jeffery who can make a perfect drink, tailored, catered and created especially for you based upon a few simple questions of your preferences?  I think we all know the answer to that one.  And by the way-I know that these two guys can create not just 500, but unlimited number of one of a kind cocktails.

 

If you live in Vegas or find yourself here on a visit, I highly recommend that you drop by Elements for some dinner and a cocktail.  Or two.  You will be pleased that you did.  And if you see Michelle and me-if we happen to be there at the same time, come by and introduce yourself.  We’d love to meet you.

Elements Kitchen and Martini Bar is located at the Center at Spanish Trail, 4950 S. Rainbow in Las Vegas.

http://elementskitchenandmartinibar.com/

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Thank you for reading.  I so appreciate all of my readers.  We are continuing to add to our worldwide readership.  We are very close to having Soupfly followers from 70 countries!  How exciting!  Please feel free to Like and Share on Social Media.  I welcoe all your comments.

I wish you all continued Success.  Keep focused and inspired to pursue your goals and dreams, making 2015 your best year yet!

God Bless You and Cheers!

May you all have a blessed Holy Week and a Happy Easter!

To order your signed copy of my book, Getting to WOW! Everybody WINS with 5 Star Service, go here and order today! :

http://www.gettingtowowbook.com/

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Christoff J. Weihman

ASPIRE Enterprises

Las Vegas, NV

 

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Here’s Getting to Wow!-The Perfect Mix

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Welcome Back to Soupfly!!

I told you that I would share with you about our Amazing dining experience at Mix on the top of Delano Hotel (Mandalay Bay property) in Las Vegas last Saturday night.  Michelle and I had dined there previously and had a wonderful time.  I emailed the Assistant General Manager, Olivier de Roany (whom we did not meet then) telling him that we enjoyed our experience.  He promptly emailed me back asking me to inform him of the next time we’d like to come in because he would like to ‘host’ us.  Not really sure what that meant  but I assured him that we would.

In the meantime-about 3 months ago, I asked Olivier if he’d be willing to be interviewed for my book-GETTING TO WOW!  First Class Restaurant Service.  He said yes and so I did.  Since that time-of hearing him describe his philosophy of what exceptional hospitality/restaurant service was all about, I had really been looking forward to the next opportunity for us to dine at Mix again.  And so, with Michelle’s friend Lori visiting Vegas for her birthday-last weekend-it seemed like the perfect time to call Olivier and tell him we’d like to take him up on his invitation.

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SETTING THE TONE “Every one knows that first impressions are key.  The first 5 minutes are the most crucial in setting the tone for the entire dining experience.”  Olivier De Roany  

From the moment we checked in at the Host stand in front of the elevator-when the Hostess told us that we were “All Set” (even though I wasn’t sure what that meant)  I will say it was the beginning of “GETTING TO WOW! MIX Style.  Having  just enjoyed a cocktail at RX Boiler Room-after taking the elevator to the 35th floor-the 3 of us decided a stop at the restroom would be in order.  Why oh why-tmi-you say?  Well, the reason I tell you this is that as we exited the restrooms and walked into the Mix Lounge (which one has to pass through to get to Mix Restaurant) there was Olivier standing in Mix Lounge talking with one of the hostesses. He greeted us with a sincere cheerfulness.  Was he purposely there waiting there for us?  Did the hostesses downstairs radio up to him to tell him that we were on our way up?  I can’t say.  All I know is that as Olivier escorted us into the dining room-every single staff member that we passed by smiled at us and gave some version of a cheerful “Hello or Welcome”.  What a friendly staff I thought.

Upon entering the dining room, Olivier told us that he has  “a nice table prepared for us”.  I don’t know if there’s such a thing as  a ‘not nice table’ in Mix.    To say that Mix is an absolutely beautiful dining room is a hyperbolic understatement.  It is gorgeous.  With a stunning all-white decor- and a hand blown white bubble Murano glass chandelier  as the hanging centerpiece it almost feels like one is inside a glass of champagne.  Not a bad feeling to have.

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Even though the entire dining room is beautiful, when we saw where we were being seated-(in one of only 3 pods in the entire place)  we realized that-yes-Olivier did have “a nice table prepared for us”.  We really started to feel special.  The pod that we were seated at had a fantastic view of the Las Vegas Strip.  Within seconds of being seated we were greeted by Scott-our server and Franco his assistant.  While there were many others who assisted the team-these two gentlemen were the primary ones creating and executing this wonderful experience.  Our dinner began with Scott offering us complimentary champagne from Alain Ducasse’ (the owner of Mix and a culinary legend) own private label.  Or if we didn’t want champagne, Scott said he’d be happy to start our dinner with something else.  “Yes, please bring on the champagne.” was our reply.  We’re not even 5 minutes in and I know that this is going to be an Amazing dining experience.

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Next, Scott gave us what I can only describe as  guided tour of the menu.  He so creatively described many of the dishes from the appetizers to the main entrees that he even almost made the duck sound delectable to me.  Anyone who knows me knows that I only eat fish-no other animal protein.  He carefully explained the lay out of the menu-one part was the traditional Alain Ducasse fare, another part a tasting menu and then the third section being a little more modern and contemporary versions.

Scott exhibited the perfect combination of professionalism but not stuffy and a  truly friendly nature.  There was no culinary question that stumped him and he made excellent suggestions for each of us.  We all trusted his guidance and the three of us were all thoroughly impressed and happy with our dinner choices.  But oh wait, I’m getting ahead of myself.

Within a few minutes of the champagne we were greeted by Matt George, the Sommelier.  He has thousands of bottles of wine to order, maintain and educate the staff on.  What a great responsibility.    After ascertaining the palate and wine preferences of my wife-Michelle, Lori and myself,  he easily guided us to a nice bottle of Tobin James Zinfandel.  It was the perfect complement to each of our entrees.  Again, with such a  friendly and helpful demeanor,  Matt was so pleasant and his presence added to our evening.

 

ATTENTION TO DETAIL

Next came a refreshing amuse bouche.  What looked to me like butterscotch pudding turned out to be a “lobster salad” with chopped cucumber, lobster and a cantaloupe foam (espuma).  This was our first bite of food and it was scrumptious.  And it did what an amuse is supposed to do-tantalize and prime the palate or the appetite.  What made it even more amazing to me-is that from our short conversation when we were discussing the menu-I mentioned to Scott-I don’t eat meat and I really prefer to stay away from dairy-he took note and paid attention to details.   So, when this amuse, that clearly looked like it had cream in it was placed in front of me, I was so pleasantly surprised that indeed it did not have dairy.  Scott was in tune with his guests and what my/our needs were.

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For our appetizer-aside from the Champagne, we shared a wonderful crab salad.  I can’t remember all the ingredients-I do remember it had gnocchi (potato dumplings) in it that were the lightest and fluffiest I had ever tasted.  I highly recommend it.

DELECTABLE DISHES

Our entrees were excellent.  My wife had one of her favorites-Roasted Duck.  She orders it quite often when we dine out and Chef Bruno Riou did not disappoint.  He prepares his  Roasted Duck  with radishes and turnips with a black olive sauce.  Michelle absolutely loved it.   She commented that she especially enjoyed that it was more salty and savory whereas most of the time Duck is usually prepared sweet.    Scott recommended the Cod Brandade for Lori which was prepared with lemon and capers and cooked with a brown butter sauce.  I think from the picture you can see that Lori was in Cod heaven.   And me?  I enjoy lobster.   So the Roasted Maine Lobster “Au Curry” had my name on it.  It was served with coconut basmati rice and a very mild curry or tikka masala type sauce.  The flavors were perfect for me and there was so much lobster.  Lobster tail, lobster claw, lobster meat everywhere.  Yum.  There seemed to be so much care in the preparation of each dish.  (Note-the pictures do not do justice to how amazing each dish was)

 

“Tasting a dish should be memorable.  If nothing remains in the memory of the guest, then I have made a mistake.” Chef Alain Ducasse

If I may say, Chef Ducasse, you gave us great memories-No mistakes here.

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TEAMWORK-

Scott and his team, Franco, Alex and  others whose names I did not catch did such a fantastic job of working together. The serving of the dishes, the timing of courses,  the explanation of dishes, the clearing and table manicuring-everything was spot on.  And yes they actually crumbed our table.   Thank you.  The whole dinner was a seamless production from beginning to end.  No cues missed.  And every member of the team seemed to care about our experience.  Also, we noticed  Olivier, Sebastien (General Manager) and other management staff walking by periodically to observe our enjoyment of the evening.     Franco, in the middle of dinner asked to see my phone because he said he was going to take a picture for us.  Well he didn’t take a picture of us.  Instead,  he went and stood directly under the Murano glass bubble chandelier and took pictures of it for us.  See picture at the top of the page.  What a really cool picture.  And what a thoughtful gesture.  Thanks Franco.  Oh and he also introduced us to General Manager Sebastien and to Chef Bruno as we were leaving.

 

We concluded our dinner with two surprises- a funky, foamy, delicious pina colada and a nice dessert from the kitchen to celebrate Lori’s birthday.  I don’t even remember what it was-something with chocolate in it.  (I rarely eat dessert).

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Michelle and Lori Pina colada

There is so much more that I can say about Mix Restaurant and even Mix Lounge.  Like the view from the bathroom-when you are seated.  Ahem.  You must check it out.

But I will end by saying this…Wow!  From the greeting and seating and setting the tone to the exquisite food and the decor and the ambiance to the amazing hospitality extended to us-truly here’s GETTING TO WOW!-They’ve really got it- THE PERFECT MIX.

 

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Thank you so much for enjoying Soupfly. I truly appreciate all your support.  Please Like Soupfly Facebook page and Share and Invite your friends to do the same.  Also, I welcome your comments and input.  If you would like to receive an email notice when a new post of Soupfly is published please hit the FOLLOW  button.

AND as I mentioned previously, soon we will be accepting PRE-ORDERS  for my soon to be published Best Seller-

GETTING TO WOW! First Class Restaurant Service.  Please let us know in your comments that you are interested in

PRE-ORDER information.

Thank you and Cheers!!

Christoff J. Weihman

Las Vegas, NV

ChristoffJWeihman.com

This entry was posted on August 8, 2014. 3 Comments

It All Starts at the Top

Welcome back to Soupfly

 

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It all starts at the top-the culture, the standards, the expectations and the execution or the lack of it.  It all begins with leadership. This is true of any business-Restaurant industry included.  How  engaged an owner is will determine how engaged his management is.  And in turn, that will inform and effect how engaged the staff will be.

Have you ever worked at a job where the owner and managers just didn’t really seem to care?  They’re  hardly ever around.  You always have to track them down when you need something?  How frustrating that can be for an employee.  Eventually, the staff takes on the same “I don’t care” attitude.  Others will either revolt or end up leaving.  How many talented, focused and driven individuals have moved on from a company because the owner/management were not engaging?  They didn’t engage their staff, their employees and they sure did not engage their customers.  How sad a situation that is.

It seems that often that is commonplace in the Restaurant Industry these days.  People think that if they put some money into a restaurant-Voila!  Automatically they are a restaurateur.  They treat the business like an investment-expecting a great return on their money and being completely disengaged from the business.   But a business, any business and especially the restaurant business requires a lot of love and attention and, as we mentioned last week-Passion.

If you turn on the TV and watch any of the restaurant rescue kind of shows-you’ll understand that I’m not just making this up. There’s a plethora of shows that feature owners who really don’t know what the heck they’re doing, they have no knowledge, experience or training in the Service and Hospitality side of the business, or they just plain have no passion for it  and they need HELP.

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Shows like Restaurant Stakeout, Mystery Diners and Bar Rescue, to name a few, all portray the above scenario.  Willie Degel on Restaurant Stakeout says “You can’t fix the problem if you don’t know what it is”.  And you can’t know what’s going on when you’re not there unless you have cameras in the restaurant to catch your staff doing all the crazy shenanigans they do.  -Of course, I’m paraphrasing what he actually says.  But that’s the gist of it.  I know that these shows do help the owners very often.  But my question is-Why aren’t the owners involved enough or engaged enough in their business to know what’s actually going on?  What’s with needing all those cameras?

While I do enjoy watching said shows-it seems to me that there must be a better way.  Certainly, if the owners actually had a passion and a desire for this business, if they functioned as true leaders they wouldn’t be in the situation they find themselves in when they call Willie Degel, or Jon Taffer or Charles Stiles.  I mean, if you’ve ever watched any of these shows you’ll know see my point. It’s not uncommon for them to find rotten chicken in the kitchen, dead rats behind sofas in the bars, mold and fungus growing in the bar area or in the walk-in cooler.  These things don’t just happen overnight.  This is when there is no leadership, the owner doesn’t care, so the manager is not going to break their back trying to worry about things.  And ultimately, the staff follows suit.   These things just don’t happen when owners care and they create a culture of caring around them.  And when they establish certain standards of excellence for all their staff to ascribe to.  It all starts with leadership or the lack thereof.

Why does an owner have to have his restaurant outfitted with numerous surveillance cameras if he were actually involved and present in his own business.  If the owner acted like a true leader, setting examples for his staff/ his entire team, they wouldn’t have to call Restaurant Stakeout.  Sorry Willie.  I love the show but I think you get my point.

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I’ve certainly experienced the above.  I worked  at more than one job where the owner was so disengaged, they were completely unaware of what was going on in their business nor did they seem to care or want to know.  That atmosphere does not breed teamwork or pride in one’s work or any feeling of satisfaction.    Patrick Lencioni talks about this very thing in his business fable-THREE SIGNS OF A MISERABLE JOB.  At that point, employees will be coming to work  just for the money and doing only the very bare minimum required.


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I’ve also had the great privilege of working in establishments where the owner is a true servant leader.  He leads not by exerting authority but by influencing, motivating and inspiring his staff/employees.  One place that comes to mind is Vin de Set in Saint Louis, Missouria French Bistro with an American twist.  The Executive Chef/part-owner at the time I worked there was Ivy Magruder.  He personified the spirit of servant leadership.  He not only ran the kitchen.   He would often run the host stand and greet and seat guests.   He would walk the dining room floor asking us servers if we would like him to open a bottle of wine for our table if we were busy, or bring out our appetizers to a table.   He would often be found at the end of the evening assisting the dishwasher get caught up with dishes.  There was absolutely no job that was below him or that he was unwilling to do.  Not only that, but he was/is so completely passionate about the food, the wine and ensuring that each guest has a wonderful dining experience that anyone who worked with him-if they weren’t passionate about the same-they either caught it from him or they left.  Chefs and owners like Ivy show us what true Hospitality is all about.    I only worked with Ivy for a short period of time but I count it as one of my best work experiences and it was so refreshing compared to some other places I’ve worked.  I learned so much about both leadership and service.  They really go hand in hand.  Robert Greenleaf said “Good leaders must first become Good Servants.”

Currently Ivy is the Executive Chef at Panorama at the Saint Louis Art Museum.

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Recently, when my wife, Michelle and I were traveling  together with her daughter, Melissa, we met  some other owners who exemplified that same type of leadership and passion.

 

 

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First, a couple months ago we took a trip to the beautiful, Southern California coastal town of Santa Barbara.  While there were so many wonderful things we experienced on that trip-(and why not, for it’s Santa Barbara?) the dinner we had on our last night there was  absolutely Amazing.  It was a Saturday night, we had no reservation and we weren’t exactly sure where we wanted to eat.  We had a couple of choices in mind in the same vicinity, so we took a taxi and asked  to be dropped  off at Victoria street.

 

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We had Bouchon on our list, we saw the beautiful patio and decided we would eat there.  No reservation on a busy Saturday night and yet, within minutes the host had us seated.  The decor was beautiful-the patio was actually enclosed, not just a few tables strewn along the sidewalk as some restaurant’s patio seating is.    Bouchon sources fresh local ingredients and “prepares them with care” and with the local Santa Barbara wine accompaniments in mind.  They were doing what is now called “Farm to Table” long before that became a thing.

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As  bottled water was being poured, and bread being brought to our table, I noticed a gentleman in his late 40’s/early 50’s who was bussing tables, pouring wine and greeting tables.  I said to Melissa and my wife, “I bet that gentleman over there is the owner.”   And why did I think that?  Well, because he acted like it.  He acted the way I would if I owned my own restaurant.  He had such an enthusiasm and cheerfulness about him.  He truly seemed to care about every aspect of  every task he was doing and about each guest as he would approach a table.  He wasn’t necessarily engaging every guest-as in asking them how everything is.  In fact when he came to our table to assist in bringing out our first course, I was the one who engaged-asking him, “Are you the owner?”  Sure enough, I was correct.  Mitchell Sjevern has been the owner of Bouchon Santa Barbara for 16 years but he had the same passion and excitement of a brand new restaurateur starting out in this business.  He was operating as the director of an orchestra.   And guess what?  It wasn’t just Mitchell who exuded such passion.  Rather, every staff person who approached our table-whether the runner who brought out our food, or the server who guided us through the menu-(Michelle had the duck which she said was fantastic-she also raved about the blue cheese tart. Melissa loved the lamb and my Seabass was the best I ever had) and the wine list with wonderful suggestions, or the Sommelier, who,  when he wasn’t pouring wine for guests, was seating  and greeting and even clearing tables.

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From the moment the Host greeted us to the last  last drop of wine and everything in between-the Dinner, the Service-Everything was impeccable.  And we all said “Wow! That’s what it’s all about.  That’s how it’s supposed to be and the staff at Bouchon Santa Barbara show how it can be done.

I don’t know if Vin De Set had cameras while I was working there.  Nor do I know if Bouchon Santa Barbara does.  The point is that when you have engaged and involved owners and management they know what’s going on in their establishment.  They set standards, they lead by example and they create a culture where the staff are excited to come to work  and to create and provide exceptional dining experiences for their guests.  These type of Service Professionals are too busy serving their guests to know if what they do is being caught on camera.  And if it is let’s get the tape and show others how it should be done.

“If you are the owner, your job is to be so great at what you do that employees aspire to be just like you.  If you are the employee, your job is to be so great that customers mistake you for the owner!  Regardless of the size of your company, regardless of who you are or what you do, act like an owner!” (AMAZE EVERY CUSTOMER EVERY TIME by Shep Hyken)

 

As I write this thinking about my wife, Michelle, reading this later-she’ll surely ask me when we are planning to go back there again.  Soon.  Soon, my Love.

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I recently had the privilege of interviewing Mitchell Sjevern for my upcoming best seller-GETTING TO WOW! First Class Restaurant Service for his insights on creating exceptional Wow! dining experiences.

 

To be continued…

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God bless you all,

Go have some soup.

Christoff J. Weihman

Aspire Enterprises

Las Vegas, NV

ChristoffJWeihman.com