Tag Archive | Rivea and Skyfall

Rivea & Skyfall; 2 Sparkling Gems

WELCOME BACK TO SOUPFLY!!

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Those of us living here in Las Vegas are really quite spoiled, with amazing weather, sun nearly 300 days a year, beautiful mountains, very little traffic,  AND it is a restaurant mecca.  Las Vegas  boasts some of the finest dining destinations in the world.  Having lived here for just 3 years, Michelle and I have had the pleasure of dining at many places, both on and off the strip and yet, we still have a V-E-R-Y long list of venues to experience. Two of the places that we have had the pleasure of enjoying are  Rivea & Skyfall, the newest gems in Mandalay Bay Resort and Casino’s Crown, truly shine.

Rivea- the restaurant, and Skyfall Lounge are the newest iterations of legendary French Chef, Alain Ducasse’ restaurant portfolio in Las Vegas.  They are the newly renovated and rebranded venues that replaced what previously were known as MiX Restaurant and  MiX Lounge. I devoted an entire Soupfly post to MiX in the past:https://soupfly.wordpress.com/?s=mix

After a very successful 10 year run, MiX closed down for a handful of months last year, and after a 7 Million dollar renovation, Rivea Restaurant and Skyfall Lounge were unveiled in late September 2015.    As stunning in their decor and ambience as Rivea and Skyfall are to behold, with the Murano glass chandelier, wave tile muralled wall, the private room with lighting that matches the constellations above and having one of the best views of the Las Vegas Strip-it is the Service and Hospitality of the team that really brings the WOW! Still led by Chef Bruno and General Manager Sebastien, Rivea and Skyfall absolutely shine. Michelle and I were invited to the Grand Opening last year, we dined at Rivea for our 2nd year wedding anniversary in November and recently, last week, we attended the Vegas Legal Magazine Champagne party.

Each of the times that we’ve been to these locations, we have been absolutely amazed at the Service and Hospitality of the entire team. Now before I go any further, full disclosure, yes, I am biased, because I had the privilege of training the staff of both Rivea and Skyfall for their opening.  I shared with them the importance of Setting the Tone, of Reading the Guest, and understanding that this is a Show. The time I spent training this team was one of the best, most gratifying experiences for me, since I began doing Getting to WOW! Service and Hospitality training last year.   These young men and women were fully engaged, filled with a high level of positive energy and hungry to learn.  I shared with them that they were absolutely set up for success. I told them that they have the opportunity to be one of the best venues in the city.  If the owners invested 7 million dollars into a renovation, you can be sure that they have high expectations for success.  And that high expectation carries over to the staff.

So, perhaps you may think my vision is clouded, because I am a part of the story. True, like Sebastien said to me at the Grand Opening, that I did play a part and I can take some credit, and I am very grateful for that opportunity.  However, precisely because of that,  I’m perhaps even more critical in my assessment, because I know what they were taught and what is expected of them.

To say that this front of the house team knows how to deliver WOW! Service is a huge understatement.  This front of the house team gets it.  They resonate with a joy of serving.  They are welcoming and warm.  There is a positive energy that exudes from each of them and it is so refreshing to experience. From the hostesses that greet us at the entrance to the elevator, to the bartenders, the cocktail servers, the  servers,  the bussers, the food runners-all of them are focused on creating a great service experience for the guests.

 

As I’ve said before, it all starts at the top. Management leads the way to success of any establishment.  Huge credit and props go to all the leadership team from Chef Ducasse, to his executives, Yannis-(and another gentleman whom I have not had the pleasure of meeting yet) to the management team of General Manager Sebastien, Assistant General Manager Olivier-who recently took a new position at Atelier de Joel Robuchon (https://www.mgmgrand.com/en/restaurants/latelier-joel-robuchon-french-restaurant.html), Managers: Philip, Alejandro, Paul, Nick and Sommelier Matthew.  I congratulate each of them for their obvious dedication and commitment to creating a 5 Star Service Experience for each guest every time.  Chef Bruno and his culinary crew also, do a marvelous job creating amazing food. It is also evident that there is a true synergy between front of the house and the back of the house-the kitchen.

When Michelle and I dined at Rivea last November for our anniversary, we were overwhelmed with the welcome by almost every member of the front of the house staff.  So many of them, servers, hostesses, bussers, food runners, bartenders came by our table or greeted us on the way in or on the way out or as we walked to the restroom, saying “Congratulations”, “Happy Anniversary Mr. and Mrs. Weihman” “Thank you for dining with us” etc. Now I’m sure that most likely, Olivier or Sebastien mentioned to them in pre-shift that we were coming in and that it was our anniversary, but the sincerity and warmth with which each one congratulated us truly touched us in a positive and meaningful way.

Our food was amazing, with both gluten free choices for my wife and pesca-vegan choices for me. It was such an enjoyable, relaxed, pleasant evening. The team that served us, led by Mike, were on point and hitting the mark. Olivier came by to visit with us more than once. All around it was one of our best dining experiences here in Las Vegas.

What also was so touching was when one of the bussers, Jesus, said to me after dinner, “Christoff, You taught us in the training that it’s so important to have a servant heart in this business, and everyday when I come to work I have that in my mind. I learned so much from your training.” What an amazing feeling that was. And Jesus certainly expresses that true servant heart in his manner of relating to every guest.  We’ve witnessed it not only towards us but with all the other guests as well.

I also, teach that the desired outcome for any service experience is for the customer, the guest, to leave your establishment with a positive feeling.  Things may possibly go wrong, or there may be some Soupfly, but if the guest is greeted with a warm welcome and the team truly endeavors to create a great experience for the guest, the guest will leave happy, pleased and with a fond memory of the establishment because of the people that served him. This has been our experience each of the three times we’ve been to Rivea and Skyfall.

There is much more I could say, but I will end here with this.  I am very impressed with the team at Rivea and Skyfall.  I am grateful for the opportunity to be a part of the story.  And I encourage all of you, if you live in Las Vegas, to make a reservation and go, eat, drink, dine, experience the gem that is Rivea and Skyfall at Mandalay Bay.  Likewise, if you come to Vegas to visit, please do yourself a huge favor and put Rivea and Skyfall on your list of must dos.  You will thank me. To the Rivea/Skyfall team, I say thank you, congratulations and keep it going!

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P.S. a big thank you to Olivier De Roany, the former AGM, now at Atelier de Joel Robuchon at the MGM, for first allowing me to interview him and contributing to my book, Getting to WOW! and for connecting me with the F & B Executive team at Mandalay Bay.  Had it not been for him getting the ball rolling, I would not have had the opportunity to be “a part of the story” of Rivea and Skyfall.  Thanks Olivier!

Thanks for Reading!  I am so grateful for all my Soupfly readers from 100 plus countries around the world!

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Cheers!

Elevating Service and Hospitality,

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Christoff J. Weihman

ASPIRE Enterprises

Las Vegas, NV

http://gettingtowowbook.com/

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Happy New Year from Soupfly!!

Happy New Year 2016!  AND Welcome back to Soupfly!

We’ve been away for a while but now we are back and  filled with a renewed excitement, enthusiasm and positive energy for the New Year.  I hope that you are as well.  We had a fantastic fun time over the Holidays, lots of dining out and drinking out, celebrating with family, friends and business associates.   Lots of meeting wonderful restaurant managers and industry professionals.

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I am very grateful for all the amazing people that I met in the course of my Big December Goal-so many managers with open hearts and open minds. I say open hearts because many of them, when I mention that we donate a portion of our sales to Three Square LV (our local foodbank) they immediately are interested in purchasing a copy of my book, Getting to WOW!  I say open minds, because many of them desire to learn more about how to improve their customer service.

Although we did not hit our goal of selling 200 copies, we did sell 67 copies in December.  For every copy we donate $3.00 to Three Square and they stretch every dollar to provide 3 meals for the food insecure people in our community.  AND for the month of December they had matching funds, which means that our check that we presented will actually be double.  We were blessed to be able to give $312.00 which doubled equals $624.00!! Multiply that times 3 meals/ dollar and that equals 1872 meals!! And my target goal was to sell enough books that we would provide 1800 meals.  So, with the matching funds, we actually surpassed our goal!!!

So, I must say thank you to each one of you that bought a copy or two or three or more of my book, Getting to WOW! in the month of December-you are the reason that we were successful in reaching our goal! Thank you and may you be blessed.  In addition, I do know that you will be blessed, inspired and motivated as you read Getting to WOW! and begin to apply what you learn.  The principles therein will truly help you and your team to elevate your level of Service and Hospitality.

End of the Year Update

So, here we are at the start of a New Year.  2016.  I don’t know how 2015 was for you.  For me it was amazing. It was a year of many firsts. 2015 saw the start of me becoming a published author, with the release of my first book, Getting to WOW! Everybody WINS with 5 Star Service.  I started my company, ASPIRE Enterprises, a Service and Hospitality Training and Consulting company.  I had the great privilege and opportunity to begin sharing the message and the principles of WOW! Service and Hospitality. It started small-first through our free seminars. I am reminded of the words of one of my mentors, Brendon Burchard, who says “Never let your small business keep you small minded.”

Next, we began to get hired by locally owned restaurants and corporate establishments. I was given the opportunity to speak at the Bartenders Union for 4 classes twice this year to a total of about 300 bar professionals.  That was really a fun experience.   And then, after 6 months of meetings and waiting, we had the amazing opportunity to train the front of the house staff at Rivea and Skyfall, the newest restaurant and lounge at the top of Mandalay Bay.  The team was filled with excitement and enthusiasm.  This group really wanted to learn and they knew that they have an incredible gift to be chosen to work at this amazing new Alain Ducasse restaurant. It was a wonderful experience.

A few weeks later we were invited to the Grand Opening.  What a joy to experience the upbeat positive attitude and welcome of the staff who are putting into practice the principles of WOW!  When we returned to Rivea in November,  to celebrate our anniversary we were again equally impressed with our experience.  Rivea and Skyfall have some of the highest customer satisfaction scores of all the MGM properties in Las Vegas.  I am humbled and excited to have played a small  part in that.

We also did a presentation for about 30 of the F & B Executive/Management Team of Mandalay Bay Hotel and Casino, which was very well received.   I was delighted and humbled by that opportunity.  We are looking forward to being of service and bringing value to them on a larger scale in 2016.

Goals for 2016   

2015 was truly a wonderful year.  Now it’s over.  Time to start fresh. So, how about you, do you have grand plans, lofty ambitions, great big goals for 2016?  For yourself personally?  If you have not yet planned your year and set down your goals on paper, I strongly encourage you to do so.  An idea in your head is not a goal.  Even a strong intention is not a goal.  And you can’t achieve goals if you don’t have a plan.  So, do yourself a favor and take some time this week, before you get to far along into your regular routine and schedule.  Figure out what you desire for this year. Write it down. Make some plans. Take some action.  If you plan to finally write that book, go buy yourself a nice notebook and set a time to sit down and begin writing.  Just start. Whatever your goal is -take some action toward accomplishing it. And stick to it.  That’s for yourself personally.  How about for your business?

If you work in the Service and Hospitality industry-what are your goals for 2016?  If you are a restaurant owner, manager or F & B Executive-what are your grand plans for this year?  Are you just going about ‘business as usual’ and hoping that this year will be better than last?

Rise Above the Competition this Year

 

How are you going to stand out from the competition this year?  What are you going to do to rise above the rest?  There are new restaurants opening up all the time.  Sadly, though there are new restaurants closing down all the time.  This is an insanely competitive industry.    May I suggest, that you must have a plan, a strategy, for delivering Service and Hospitality at an elevated level than what you have been.

One of the main reasons that many, even most businesses, DO NOT deliver 5 Star or WOW! Service is because they have no plan or strategy.  Are you merely hoping that your staff provides 5 Star Service? It’s not going to happen by accident. Or maybe it will. But it won’t be consistent.  Is that what you want for your business?

Management Makes the Difference

My wife, Michelle and I did a lot of dining out over the past month and a half and I’ll tell you we saw the full gamut of types of service.  We experienced the good and the bad and a lot of the mediocre.  Not good, not bad.  Just ok.  We had experiences at establishments where the managers were helping man the host stand, bussing tables, greeting guests, touching tables.  So, refreshing to see and experience.  Then, we went to many places where no manager was to be found.  On a very busy night during the holiday season.  No visible manager presence. This is all too common.  My friends, it all starts at the top.  If the manager doesn’t care and is too busy doing paperwork, sitting in the office, then how would they expect their staff to care?

We’ve been to some places recently where there was a change in management and it made a visible difference in the service, the quality of food, the attitude of the staff and the overall experience.

Let’s make 2016 the year that you plan for your business success by planning for your Service and Hospitality.  Want business to grow?  Elevate the level of Service and Hospitality and they will come. You want increased revenue?  Happy customers who feel welcome from the moment they walk in the door until the moment thy leave will often stay longer and spend more.  And next time they come back they will bring people with them. They will market for you.

Do you want happy, engaged, loyal employees?  If so, then, provide training for them to them to be equipped to deliver higher levels of service and hospitality. Rather than just telling and expecting them to do better, you must lead the way as a servant leader.  Set the example.  If you invest in your staff, in training and providing the tools they need to do their job better, they will perform better.  They will care more.  They will feel like you are all in this together.  And you are.

It’s your choice.  You can decide right now at the beginning of the year to make this the year that you and your team rise above the competition.  Become the best you can be.  Make 2016 the year you consistently WOW! your customers.  5 Star Service will lead to 5 Star Reviews, which will lead to increased business, increased profits, increased exposure, etc. Let this be you goal.

My goal is to be of service and bring value to as many of you that are interested, open and willing.

ASPIRE Enterprises stands for Advancing Service Performance, Inspiring Restaurant Excellence.  That’s what we do.  Inspire, Motivate and Equip People to Passionately Deliver WOW! Service.

Let me know if I may be of service. It would be my honor and privilege to work with you and your team and bring WOW! Service and Hospitality Training to you.

By the way, I have been invited to be a guest speaker for the annual convention of the National Association of Customer Service in Orlando, this May.  And in February, I’ll be the guest speaker for the Las Vegas chapter of the Wedding Industry Professionals Association. Getting to WOW! is not just for restaurants.  It’s going to be a spectacular year.

I wish you all the best!!

Thank you for reading! I am so grateful for all my Soupfly readers from around the world.   Please Like our Facebook page: https://www.facebook.com/SoupFly-1438615929733655/

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To order your copy of my book,  Getting to WOW! Everybody WINS with 5 Star Service please go here: http://gettingtowowbook.com/

For my Soupfly readers outside of the U.S. who would like to  order a copy, please visit Amazon in your respective country or go here:

http://www.amazon.com/Getting-WOW-Everybody-WINS-Service/dp/0692359192/ref=sr_1_1?s=books&ie=UTF8&qid=1452029553&sr=1-1&keywords=christoff+j.+weihman

Cheers!

Elevating Service and Hospitality,

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Christoff J. Weihman

ASPIRE Enterprises

Las Vegas, NV

702 848 8955