What's essential to delivering that experience??
Dinner service is similar to ?putting on a play, where the lights go down and the curtain goes up. The way we walk through our dining rooms ?contributes to that energy—eyes open, alert, aware of our surroundings, and having a sense of urgency. When I’m training someone, I watch them look around the dining room and ask them what they see. If they flounder a bit, I’ll tell them what I see: I see the person at table 12, who seems unsure about the dish that’s been put in front of them. I see there’s a wrinkle in the tablecloth over at table 15; over at the bar, there’s a guest trying to get the bartender’s attention, but his back is turned. You have to be aware at all times; you can’t let your guard down, ever.
What's your biggest staffing challenge??
Instilling a sense of dedication and commitment in our staff to physically repeat our mission every day, every shift. With 170 employees, I am a supervisor, mama, coach, and teacher—guiding our crew through best practices and following through on our vision for the restaurants. But sometimes it’s the small things. Lately, I’ve been astounded by the number of staff members who have said they have never used an iron before. I think, “What planet are you from?” It’s a very different time, and we’re learning to adjust our expectations and train accordingly.
What do you look for in a potential team member? ?
Enthusiasm, kindness, curiosity, and a good handshake.