Author: David Klemt

Overhead view of chef slicing and chopping ingredients
by David Klemt David Klemt No Comments

The Art of the Preparation

The Art of the Preparation

by David Klemt

Overhead view of chef slicing and chopping ingredients

Chef Brian Duffy‘s take on preparation and its overall impact on the guest experience extends to every aspect of operations.

In one sentence during his 2023 National Restaurant Association Show in Chicago cooking demo, Chef Duffy sums up the power of the proper mindset.

“The art of the preparation creates the experience,” says Chef Duffy.

Now, he was preparing plant-based shrimp from New Wave Foods at the time. After preparing a pan, the revered chef was readying a pound of FABI Award-winning New Wave Shrimp for Duffified Shrimp Fried Rice.

 

View this post on Instagram

 

A post shared by Chef Brian Duffy (@chefbriduff)

When making this dish, Chef Duffy chops roughly half the New Wave Shrimp in half. He does so to enhance the dish’s texture, and therefore the guest experience. Additionally, Chef Duffy likes to toast basmati rice before adding it to the pan with the shrimp and vegetables.

Again, Chef Duffy shared his view on the guest experience when cutting animal-alternative shrimp (the product is made with sustainable seaweed and mung bean).

Preparation

Okay, so what does slicing or chopping shrimp have to do with the guest experience? It’s the attention to what others may consider a tiny detail. In fact, some may deem important details “optional.”

Whether front-of-house, back-of-house, or back office, everyone’s mindset matters. How one views their role and how they approach their responsibilities impacts every element of a restaurant, bar, nightclub, or hotel’s success.

Choosing to halve half the shrimp because it will deliver a better experience speaks volumes. It’s a commitment to perfect the “small” details so every guest walks away wanting to return.

If an operator wants to know if they have a chef or an executive chef, this is one way to tell. Is the chef teaching their brigade? Guiding them? Implementing policies around preparation? Or are they just punching the clock, making sure the rest of the team shows up, and sending out food that’s “good enough”?

Operators can apply versions of those questions to every role in the house, including their own. Is their pride in preparing every element of service and operation? Or is the team just muddling through each shift?

There are no Small Details

Interestingly, most guests likely won’t ever be aware of every detail operators and their teams get right. However, they will feel every choice each team member makes. They may not know precisely what goes right, but they take home with them that their visit was exceptional.

Pulling the threads tighter separates operators and their brands from one another. Guests can get a bite and a drink anywhere. They reward outstanding service and experiences with their time and money.

It’s a simple equation to understand: Operators want to create an army of loyal guests, guests expect exceptional experiences. The operators who deliver on guest expectations are rewarded with loyalty.

Chef Duffy isn’t “just” slicing shrimp. He’s not “just” toasting rice. Chef’s not “just” making “the world’s most perfect dippy egg.” In reality, he’s ensuring every decision he, his teams, and his clients make enhance the guest experience exponentially.

There are no small details. There are no small decisions. The art of the preparation, as Chef Duffy says, creates the experience. Indeed, preparation also separates the mediocre from the exceptional.

Image: Jonathan Borba on Unsplash

KRG Hospitality Mindset Coaching

Three hands holding up three pineapples
by David Klemt David Klemt No Comments

Raise the Bar: The 3 Ps of Hospitality

Raise the Bar: The 3 Ps of Hospitality

by David Klemt

Three hands holding up three pineapples

No, one isn’t “pineapples.”

Nightlife, bar, and cocktail experts Mia Mastroianni, Phil Wills, and Art Sutley want operators to focus on what they call “the Three Ps.”

The engaging trio shared their trio of Ps recently in Las Vegas at the 2023 Bar & Restaurant Expo.

So, what are the Three Ps of hospitality? People, Place, and Product. Operators who pull the threads tighter on each of these crucial elements will be well on their way to improving operations and the guest experience.

People

Remember all the way back to a week ago when I shared Mastroianni, Wills, and Sutley’s thoughts on service versus hospitality? Consider the first P a deeper dive into that topic.

Operators need to focus on two categories of people who help their businesses succeed: their teams and their guests.

Addressing the former, the trio feels that operators are centering a disproportionate amount of their attention on guests in comparison to staff.

“We’re not lacking for people who want to work in the business and are outperforming other industries, but we’re not focusing on staff like we focus on guests,” says Wills. “Treat everyone with respect, including through the hiring process. If you don’t engage your staff, you won’t retain them. You need to show them they can grow in your business.”

According to Sutley, 89 percent of operators say that labor costs present a “significant challenge.” It follows, then, that committing to treating staff with respect and nurturing their careers isn’t just the right thing to do, it’s smart business.

Look for people with passion, those you can motivate to go above and beyond so you’re not stuck with a team full of space-fillers who are just after a paycheck, suggests Mastroianni.

Of course, operators and their teams must also focus on providing exceptional service and experiences to guests.

“Treat ever guest like a pearl in an oyster,” advises Wills. “They’re the pearl, we’re the oyster. We need to ‘protect’ them.” Anything less, cautions Sutley, and guests won’t return.

Place

Interestingly, the trio touched on design, aesthetic, and vibe. However, that isn’t the crux of the second P.

Rather, Place is really goes back to the guest experience. The design, aesthetic, and vibe need to meet guest expectations.

“Make sure your space is what it’s supposed to be,” says Wills.

For example, if a concept presents itself as a high-end cocktail bar, the four walls need to deliver on that expectation. With the exception of a handful of high-level examples, an upscale bar won’t survive if they deliver a dive bar—not neighborhood bar, dive bar—vibe and service. (For the record, I love a dive bar. But I don’t expect to encounter TV trope-style dive bar service if I walk through the doors of a high-end cocktail bar.)

One way operators can ensure their space is what it should be is standardization. Once a concept goes from idea to brick and mortar, when the owner’s vision is realized, the team needs to deliver a matching experience. Steps of service, systems, procedures…standardization is the name of the service game.

“Standardize your opening, shift, and closing procedures and systems to maintain your place,” says Mastroianni.

Every team member—front of house, back of house, leadership—needs to know and buy into an operator’s standards.

Product

Standardization breeds consistency. And consistency is a key element of the third P, Product.

Per Sutley, 76 percent of operators have noticed that guests are opting for more premium drinks. That’s great news, but it’s not the whole story.

It’s great that guests are opting for more expensive drink options. After all, that can certainly help the bottom line.

“However,” cautions Mastroianni, “they won’t come back without consistency in production.”

To drive this point home, consider this story from Mastroianni. A bartender made her a drink, and it was pretty good. She ordered another one from the same bartender and watched him make it differently the second time around. Not only was this second version different, it was better. While one could view this story through a positive lens—the drink was even better the next time!—that’s not the correct takeaway.

If the bartender was committed to building cocktails consistently, the second version of that cocktail would’ve been the first one served to Mastroianni. It would be the best version, and it would always be that impressive version.

When we’re fighting the possibility that up to 70 percent of first-time guests never return, the importance of product consistency can’t be overstated.

“Really focus on the small details to affect big change and get guests through the doors and keep coming back,” says Wills.

Image: Aleksandar Pasaric on Pexels

KRG Hospitality Start-Up Restaurant Bar Hotel Consulting Consultant Solutions Plans Services

Black and white photo of person using laptop
by David Klemt David Klemt No Comments

Your Discovery Strategy Needs to Change

Your Discovery Strategy Needs to Change

by David Klemt

Black and white photo of person using laptop

A report by guest retention, reservation, and waitlist platform SevenRooms reveals that restaurant discovery is changing.

Per SevenRooms, many operators have looked toward third-party marketplaces to help people discover their restaurants, bars, or hotels. For context, online marketplaces include OpenTable, Resy, and GrubHub.

However, SevenRooms research is indicating a significant slowdown in this method of discovery. Per the platform, just a quarter of consumers still use marketplaces to find restaurants and bars.

So, how are people discovering the places where they want to spend their time and money on food and drinks? And how can you ensure your marketing and discovery strategy evolves alongside today’s consumer behavior? You’ll find out below.

For your own copy of Restaurant Discovery Has Changed: Adapt or Risk Becoming Obsolete by SevenRooms, click here.

Where are Your Guests?

It should come as no surprise that today’s consumer favors social media, influencers, Google, and even artificial intelligence for discovery.

Younger consumers in particular are more likely to discover a new restaurant, bar or hotel via social media.

Per SevenRooms, Gen Z:

  • is twice as likely as other generations to find a new restaurant via Instagram;
  • five times as likely to discover new restaurants on TikTok; and
  • is likely to visit a new restaurant due to an influencer recommending it.

In fact, 39 percent of consumers designated Gen Z have gone to a restaurant because an influencer has gone there.

When conducting this type of research, SevenRooms often works with YouGov. They did so again for their restaurant discovery report, commissioning YouGov to poll 1,185 consumers. Participants indicated they use the following methods or platforms to discover new places to dine and drink:

  • Google (27%)
  • Restaurant’s website (25%)
  • Referral (friends or family) (18%)
  • Facebook (12%)
  • Yelp (11%)
  • OpenTable (9%)
  • Instagram (8%)
  • TikTok (5%)
  • TripAdvisor (4%)
  • Resy (1%)

Three things jump out here: Organic search is crucial, websites still matter, and delivering top-notch service is paramount for word-of-mouth marketing.

Leverage Multiple Channels

If the data is accurate, operators who are relying exclusively or heavily on third-party marketplaces for discovery will be left behind. Instead, operators should seek to implement a multi- or omni-channel strategy.

What does omni-channel mean? In very simple terms, it’s not putting all of one’s eggs in one basket. Check out this article where I dive into omni-channel marketing and tactics for more information.

For their report, SevenRooms breaks omni-channel marketing and discovery thusly:

  • Owned reservation, waitlist, and ordering channels
  • Search and social engagment channels
  • Paid channels

It’s clear what SevenRooms is suggesting here: operators must adapt and meet guests where they are. Guests are relying on Google, a restaurant’s website, and social media for discovery.

The example that the platform gives in their report goes like this:

  • A consumer uses Google and finds a restaurant’s listing.
  • Next, they see a Facebook ad for that restaurant.
  • Finally, they decide to go to the restaurant’s website to learn more.

To that, I’ll add that some guests, those who prefer to order delivery, now seek an ordering widget. It’s wise, therefore, for operators to at least look into how they can implement direct delivery.

The Omni-channel Path

SevenRooms recommends a five-prong omni-channel strategy. Broken down into large chunks, the platform suggests:

  • Google integration;
  • social media engagement;
  • leveraging third-party marketplaces (with caveats);
  • owning direct channels; and
  • direct booking.

Again, this SevenRooms report can be downloaded here. However, I’ll share some details of this SevenRooms approach to discovery below.

Google Integration

SevenRooms isn’t the only one to say this: operators need to own and optimize their Google listing. In fact, they need to own all their listings, which I’ve said for years.

Owning listings boosts discoverability in several ways: SEO optimization, leveraging “near me” search functions, and ensuring guests are receiving accurate information before visiting.

Going further, operators who have marketing budgets can leverage Google ads. According to SevenRooms, Google search ads are also beneficial for becoming discoverable via third-party marketplaces.

Social Media

We’re fast approaching the day when at least half of consumers try a new restaurant or bar because they discovered it on social media. Right now, we’re at 45 percent of consumers finding new restaurants via these channels.

SevenRooms recommends having a presence on at least these channels: TikTok, Facebook, and Instagram. What’s more, they suggest using a direct reservation page and linking it to a “Reserve Now” button on a venue’s social profiles.

If an operator has the budget, they can pay for influencers to visit and talk about their restaurant, bar or hotel. However, this type of marketing can be very expensive.

Third-party Marketplace

This “prong” in SevenRooms’ recommended omni-channel strategy isn’t for every operator. As stated above, it’s use is nuanced.

Who should use marketplaces? New venues or venues that find themselves struggling to drive traffic.

Who shouldn’t use marketplaces? Venues seeing consistently strong traffic, and those that perform well via organic search because they’ve done the work to establish their brand.

Direct Channels

To explain this element, I’ll share the following “journey map” from the SevenRooms report:

Own and optimize the Google My Business listing > Ensure the website is user-friendly > Make sure there’s a reservation widget > Send a confirmation email when a guest has booked a reservation > Send a reminder SMS message > Nail the guest experience during their visit > Send a thank you email after the visit > Follow up with a personalized (keyword here) offer to encourage a repeat visit.

Remember, per Ovation CEO Zack Oates, 70 percent of first-time guests don’t come back. It’s more important than ever to invest in earning repeat visits.

Direct Booking

It’s arguable that this step is part of the overall discovery strategy, that it’s a four-prong plan, not five.

However, this step involves implementing its own strategy so that guests become aware of it. Put another way, some guests need to be taught that a restaurant or bar offers direct reservation booking.

For example, SevenRooms suggests printing menu inserts that let guests know they can book directly with the restaurant. Follow-up emails should also include a direct reservation link. Additionally, loyalty programs should encourage guests to book reservations directly.

Finally, here’s an excellent tip regarding direct booking: Operators can turn off listings or at least reduce reservation inventory on third-party marketplaces. This should be done during the busiest days and dayparts.

Operators need to make sure they keep up with shifting consumer behavior. The implementation of a modern discovery strategy is a crucial step toward long-term success.

Image: Sergey Zolkin on Unsplash

KRG Hospitality marketing support. Restaurant. Bar. Cafe. Lounge. Hotel. Resort.

Mint Julep in copper Woodford Reserve cup
by David Klemt David Klemt No Comments

Sugar. Water. Whiskey. Mint.

Sugar. Water. Whiskey. Mint.

by David Klemt

Mint Julep in copper Woodford Reserve cup

…and sometimes Angostura bitters.

Get ready to break out the stainless steel and copper cups, whiskey, and crushed ice: National Mint Julep Day is right around the corner.

This classic cocktail’s traditional time to shine—Derby Day—has come and gone. However, we celebrate this ice-cold drink on May 30. This year, FYI, this bar and restaurant holiday falls on a Tuesday.

While many people associate the Mint Julep with the Kentucky Derby and the South, the drink traces its origin to Persia. According to some historians—the fun experts who love researching culinary and drinking history—”julep” is a derivation of “julepe,” which derives from “golâb.” “Julepe” is a Spanish Arabic word that comes from “golâb,” a Persian word that translates to “rosewater.” As one might expect from the translation, golâb was a drink made by combining water with rose petals.

Over time, it’s believed, the rose petals were replaced by people making Juleps in the Mediterranean. The replacement? Mint leaves native to the area.

Eventually, like so many centuries-old drinks, medicinal elements were introduced. The English Julep, for example, added alcohol and camphor. To think, there are decades of human history where doctors prescribed cocktails to patients.

The Kentucky Connection

Of course, like so many centuries-old drinks, it’s difficult to separate the fictitious from the factual. Some say mentions of the Mint Julep can be traced to 1770s, others say the early 1800s.

As far as the Kentucky connection, there are historians that say Henry Clay, who served as a Kentucky senator and congressman, brought the Mint Julep to Washington, DC in 1850. Clay is said to have shared the recipe with the Round Robin Bar at the Willard’s Hotel (now the Willard InterContinental). The hotel’s website makes reference to this part of the Mint Julep’s history (or legend, as it were).

Chris Morris, Master Distiller for Woodford Reserve for 20 years and now the distillery’s Master Distillery Emeritus, supports the idea, historically, that the Mint Julep was a medicinal cocktail.

“The Mint Julep has a long history, and in the 1800s it was considered a morning drink,” Morris has said. “People working on horse farms or in the horse-racing industry during this time period may wake up with aches and pains.”

It’s safe to say Morris and Woodford know their way around a Mint Julep.

Further, if you dig deep enough, you’ll come across mentions of horse jockeys taking home Julep cups as trophies. Literal trophy cups, if you will.

Consequently, given its ties to horse racing, it makes sense that the Mint Julep would one day become the Kentucky Derby‘s official drink. Of course, as this brief and (hopefully mostly) factual history shows, the Mint Julep undoubtedly had a presence at the famous race long before 1939.

Craft Your Own

Below you’ll find two recipes for your National Mint Julep Day LTO menu. However, this is one classic that people don’t seem to gatekeep much.

In fact, industry experts like Chris Morris encourage experimentation and creation of signature Mint Juleps. So, engage your bar and culinary teams, highlight flavors authentic to your menu and brand, and come up with your own variation.

To help you get started, bear in mind that while spearmint is a common ingredient, there are other species of mint available. The base spirit can also be substituted. Per some cocktail historians, genever-powered Mint Juleps were a common variation in the 1800s.

There’s nothing wrong with sticking to tradition. However, the Mint Julep practically begs for experimentation. Flavored syrups, all manner of spirits and liqueurs, garnishes… National Mint Julep Day is perfect for the LTO treatment.

Cheers!

Mint Julep

  • 2 oz. Bourbon
  • 0.25 oz. Simple syrup
  • 6 to 8 Mint leaves
  • Mint sprig to garnish
  • Angostura bitters to garnish (optional)
  • Crushed or shaved ice

Add simple syrup and mint leaves to Julep cup, and muddle. Next, add bourbon and crushed or shaved ice. Tightly pack ice in cup, then stir until frost builds on exterior of Julep cup. Top with more crushed or shaved ice, and form a dome on top of cup. Add mint sprig to garnish. If desired, also garnish with two or three drops of Angostura bitters.

Woodford Reserve Secretariat’s Mint Julep

This recipe is for the special Mint Julep served at this year’s Kentucky Derby.

Pack a Julep cup with crushed ice, making sure to make a dome over the lip of the cup. Add the whiskey and liqueur to a mixing glass and stir. Pour over the prepared cup. Garnish with one sprig of mint and one stalk of Virginia bluebells.

Should you prefer a more traditional build, express the oils of a mint leaf inside the cup. Add the bourbon, chestnut liqueur, and crushed ice. Garnish with more crushed ice, mint, and Virginia bluebells, then serve.

Image: Adam Jaime on Unsplash

KRG Hospitality. Bar Consultant. Nightclub. Lounge. Mixology. Cocktails.

Graffiti that reads, "It doesn't have to be so complicated"
by David Klemt David Klemt No Comments

Use this Powerful Communication Style

The Powerful Communication Style You Should Be Using

by Jennifer Radkey

Graffiti that reads, "It doesn't have to be so complicated"

There’s a powerful method of communication operators can learn to use that promotes workplace collaboration and solves problems.

How to communicate with team members is a topic that comes up regularly in my coaching sessions with restaurant, bar, and hotel owners. Most of the concerns center around how to speak to employees when they are not following company policy; their level of service is not meeting company standards; or the quality of their work has decreased.

These are legitimate concerns when you are attempting to not only run a successful business but foster a positive work culture in your establishment.

After coaching my clients through understanding what their current style of communication looks like and how it is or is not working for them, I introduce them to a style of communication that I feel leads to the most effective overall results: the use of declarative language.

The declarative language approach was first introduced to me through a positive parenting online conference I attended. Author Linda Murphy wrote the Declarative Language Handbook, which teaches parents, caregivers, educators, and others how to communicate with children (particularly those with social learning challenges) to feel competent, connected, and understood.

As I dove into learning about this style of communication, I realized just how powerful it would be in the workplace. It is a method that can promote respect, collaboration, and empowerment. It can also, in turn, remove judgment, assumptions, hostility, and blame.

What is Declarative Language?

To answer this question, I’ll need to take you back for a quick grammar lesson.

Sentences can be categorized under four main types: declarative, interrogative, imperative, and exclamatory.

Declarative sentences are statements. These can be a statement of a fact, an observation, or a feeling. For example: “It is raining out.” “I’m going to open a new bar next month.” “Pineapple should never be on pizza.”

Interrogative sentences ask a question: “Why are you late for your shift?” “How can I make a million dollars this quarter?” “Who ever thought it was a good idea to put pineapple on pizza?”

Imperative sentences give a command. “Go clean those tables.” “Follow me.” “Pick off the pineapple from that pizza.”

Exclamatory sentences show something that we would shout or emphasize with an exclamation mark: “I made a million dollars this quarter!” “Yikes!” “Pineapple on pizza is the best ever!”

Powerful Communication

So, now that you’ve had a grammar refresher, let’s take a look at how declarative language can be a powerful method for communicating, and why the other styles may not be creating the results you want to see.

As an owner or manager, you may often find yourself falling into the use of interrogative and imperative statements. The problem with this is that both styles can stir up negative emotions in the person on the receiving end.

Interrogative statements (questions) tend to incite the fight, flight, or freeze mode. People feel put on the spot and may become defensive or anxious.

Imperative statements (commands) tend to be authoritarian in nature and have the potential to create fear and/or resentment. Employees are looking for team leaders who they can respect and turn to for guidance, not someone who is constantly telling them what to do.

Declarative language, when used to state observations, can be a way to open up discussions without defensiveness or fear. It also leaves room for facts instead of assumptions. The declarative language approach that I suggest my clients use looks something like this:

  • Make an observation statement.
  • Be silent.
  • Actively listen.
  • Collaborate.
  • Actively listen.
  • Proactively decide on solutions.
  • Gratitude/Positivity.

The easiest way to demonstrate this practice is through an example or two. First, we’ll look at an example with “Sam.”

Example #1

Sam just showed up for his shift at the quick-service restaurant he works at out of uniform. His manager notices and approaches him. The declarative language approach would look something like the example below.

Manager: Hey Sam, I notice that you aren’t wearing your uniform. (Declarative observation that quietly gives time for Sam to respond.)

Sam: Yeah, sorry, I spilled coffee all down the front of my shirt on the way here and didn’t have time to go home to change.

Manager: Okay, I understand, life happens. Any ideas on how we can resolve this? (Puts power to solve the problem in Sam’s hands.)

Sam: Do you have an extra shirt I can borrow for today’s shift?

Manager: Yeah, I actually do. Great plan. Let me go grab it for you and you can use the staff washroom to get changed.

Sam: Thanks.

Manager: No problem. Have a great shift! See you out there.

As you can see from this exchange, the manager did not make any assumptions as to why Sam wasn’t in uniform. Instead, they demonstrated empathy and respect. By asking if Sam had any ideas for resolving the issue, the manager provided room for collaboration as a team. Further, this approach empowered Sam to take responsibility and come up with the solution.

Example #2

Now, let’s look at “Lisa.”

Lisa is typically very punctual for her shift working concierge at a hotel. However, the past two weeks she has been regularly showing up 10 to 15 minutes late. Below, how the owner of the hotel would use the declarative language approach to discuss this issue with Lisa.

Owner: Hi Lisa, I’ve noticed that you have been starting your shift 10 to 15 mins late the past couple of weeks. You aren’t typically late for work. I’m curious about what’s changed. (Declarative observation; the owner then waits quietly for Lisa to respond.)

Lisa: I’m so sorry, I had to switch my child’s daycare and it’s on the other side of town. I’m struggling making it here on time with traffic.

Owner: That sounds stressful. What do you think we can do to work with this change to ensure that you can still arrive on time for your shifts?

Lisa: Would it be possible to switch my shift to a later time?

Owner: Let me look into that option for you. You are an asset to our team and I’m sure we will find a solution to this. I’ll get back to you later with some options, and you can let me know what would work best.

Lisa: Thank you so much for understanding.

In this exchange, the owner does not make assumptions as to why Lisa has been late. Rather, they show genuine curiosity as to what’s going on. Again, the owner empathizes with Lisa’s situation and then places power back into Lisa’s hands to think of a solution. The conversation ends on a positive note with gained clarity, respect, and appreciation.

Lead by Example

If you are looking to build a team of empowered individuals who can solve problems and collaborate, you need to lead by example. The use of declarative language can help you accomplish exactly that.

However, it is crucial to note that if you decide to try this method of communication, your intention needs to be positive. Declarative statements will not be as successful if your tone is sarcastic or accusing. Your approach must be casual, caring, respectful, and matter of fact.

Additionally, not every conversation will go smoothly using this method. You may receive “I don’t know” or “I’m not sure” as an answer. But for the most part, this method of communication allows for respectful discussion that acknowledges facts, promotes responsibility for one’s own actions, and decreases assumptions.

If you would like more information on how to use the declarative language approach, or would like to set up a coaching session to be coached on how to use this communication style with your team, please reach out to me!

Cheers to professional and personal well-being!

Image: Jon Tyson on Unsplash

KRG Hospitality Mindset Coaching, 2023 Icon

Restaurant staff member using SevenRooms on a tablet
by David Klemt David Klemt No Comments

SevenRooms and Marriott Partnership

SevenRooms and Marriott Reveal Global Partnership

by David Klemt

Restaurant staff member using SevenRooms on a tablet

Fresh from launching the innovative Pre-Shift pre-service tool, SevenRooms today announces the platform’s latest partnership.

The announcement, which you can read in its entirety below, shows the confidence that some of the most recognizable hospitality brands in the world have in SevenRooms capabilities.

Specifically, the platform is now a preferred restaurant technology provider throughout Marriott International‘s portfolio. In fact, Marriott is leveraging the SevenRooms suite of tech solutions at several of their brands in more than a dozen countries. This translates to over 8,500 properties using the platform’s powerful booking, relationship management, and marketing tools.

Among the brands utilizing SevenRooms tools are The Ritz-Carlton, JW Marriott, EDITION Hotels, The Luxury Collection, and W Hotels.

The latest news to come from SevenRooms again underscores the platform’s commitment to growth and longevity. After more than a decade in operation and service to hospitality operators, it’s safe to say the company has reached ubiquity.

You may not operate a hotel or operate within a hotel. You may not oversee a multi-unit or multi-concept business. This news should be no less important to you.

When developing your tech stack (a service KRG Hospitality provides) it’s important to choose platforms that are here to stay. Otherwise, your investments of time and money go up in smoke. Likewise, the disruption to operations and service as you seek a new platform are harmful to you, your team, and guests.

So, it can be wise to not just dig into the platforms you’re considering, it can be smart to see what companies trust them as partners.

SevenRooms is a platform that we’re comfortable recommending to many of our clients. And no, we’re not paid or otherwise compensated to do so.

To learn more about SevenRooms partnering with Marriott International, see below.

SEVENROOMS SELECTED AS A MARRIOTT INTERNATIONAL PREFERRED RESTAURANT TECHNOLOGY PROVIDER

The global technology platform will power personalized guest experiences to increase revenue while providing deeper guest insights for the global hospitality company 

NEW YORK (May 18, 2023) – SevenRooms, a guest experience and retention platform for the hospitality industry, today announced its agreement with Marriott International to become a preferred restaurant technology provider. SevenRooms is currently live across 25 countries at Marriott brands including W Hotels, The Ritz-Carlton, St. Regis, Sheraton, JW Marriott, Le Méridien, Westin, Marriott Hotels, Renaissance Hotels, EDITION Hotels, The Luxury Collection and Gaylord Hotels. This will unlock additional opportunities at the more than 8,500 Marriott International properties worldwide.

SevenRooms is a data-driven guest experience and retention platform focused 100% on building operator-focused tools. The platform offers solutions to global brands that not only increase revenue generation, but help them build long-term relationships with guests. 

For restaurants, bars, and other F&B outlets in Marriott-branded hotels, the SevenRooms platform offers a suite of tools to help drive incremental revenue, increase operational efficiencies, and offer exceptional guest experiences. Through SevenRooms’ Customer Relationship Management (CRM) and Marketing Automation capabilities, Marriott’s hotels are not only able to cultivate meaningful, direct relationships with guests, but access a 360-degree view into the guest journey to foster deeper guest loyalty.

“We’re thrilled to collaborate with Marriott International as a preferred restaurant technology provider, helping them deliver more personalized experiences for their guests around the world,” said Joel Montaniel, CEO & Co-Founder of SevenRooms. “Today, consumers expect more out of their F&B experiences whether they’re staying local or traveling abroad. They want to engage with hotels, restaurants and bars on their own terms, and are increasingly discovering and booking where to eat and drink across an array of channels. With SevenRooms, operators have access to tools that help them reach these guests while driving operational efficiencies by connecting F&B into their overall hotel strategy to generate revenue and increase profitability. Our suite of products not only helps operators of Marriott-branded hotels provide guests with exceptional experiences that enhance positive sentiment and drive increased loyalty, but enables them to do so at scale, automatically. We look forward to working with Marriott as we enable them with technology to build longer-lasting, more profitable relationships with their guests.”

Marriott International properties can now incorporate much of SevenRooms’ suite of tools and solutions, including Customer Relationship Management (CRM), on-premise table management, waitlist management, marketing automation, email marketing, order management and review aggregation. 

“Marriott’s hospitality roots began in restaurants, and we want to provide exceptional, unforgettable restaurant experiences for our guests,” said Matthew Von Ertfelda, Senior Vice President, Food & Beverage at Marriott International. “With SevenRooms, we’re not only able to provide guests with the experiences they crave, but we can leverage a robust suite of tools to help turn one-time guests into lifelong guests.”

To learn more about SevenRooms, please visit www.sevenrooms.com.

About SevenRooms

SevenRooms is a guest experience and retention platform that helps hospitality operators create exceptional experiences that drive revenue and repeat business. Trusted by thousands of hospitality operators around the world, SevenRooms powers tens of millions of guest experiences each month across both on- and off-premises. From neighborhood restaurants and bars to international, multi-concept hospitality groups, SevenRooms is transforming the industry by empowering operators to take back control of their businesses to build direct guest relationships, deliver exceptional experiences and drive more visits and orders, more often. The full suite of products includes reservation, waitlist and table management, online ordering, mobile order & pay, review aggregation, email marketing and marketing automation. Founded in 2011 and venture-backed by Amazon, Comcast Ventures, PSG and Highgate Ventures, SevenRooms has dining, hotel F&B, nightlife and entertainment clients globally, including: Marriott International, MGM Resorts International, Mandarin Oriental Hotel Group, The Cosmopolitan of Las Vegas, Wynn Resorts, Jumeirah Group, Hard Rock Hotels & Resorts, Wolfgang Puck, Michael Mina, Bloomin’ Brands, Giordano’s, Australian Venue Company, Altamarea Group, AELTC, The Wolseley Hospitality Group, Dishoom, Live Nation and Topgolf.  www.sevenrooms.com 

Image: SevenRooms

KRG Hospitality tech stack consulting. Tech. Technology. CRM. POS. Restaurant. Bar. Cafe. Lounge. Hotel. Resort.

Daniel Ricciardo in McLaren F1 race car
by David Klemt David Klemt No Comments

Leverage These 3 Sports for Growth

Leverage These 3 Sports for Growth

by David Klemt

Daniel Ricciardo in McLaren F1 race car

Sports receive more than three million mentions daily on social media and in online communities, and three sports are driving conversations.

Media-monitoring and SaaS platform Meltwater‘s recent report shows growth in media mentions and community engagement. The report, “2023 Industry Snapshot: Sports,” also identifies three sports that are growing globally.

Most restaurant and bar concepts, at least throughout North America, can benefit from sports. They have televisions, at least decent audio, and the proper licenses to air sports and other programs.

At the risk of oversimplifying, that means that any bar or restaurant can be a sports bar. Before anyone begins furiously hammering out an email to send me, I’m not saying any bar or restaurant can automatically become a great sports bar because they have TVs. I’m simply saying that operators who want to leverage sports and specific sporting events are at a good starting point to do so.

With that caveat out of the way, let’s check out what Meltwater has uncovered regarding sports.

Sports Conversations

According to Meltwater, sports is a hot topic every day of the year. On average, there are 3.16 millions mentions of sports each day.

And that’s just on a “normal” day. Last year, that number jumped to well over 12 million mentions during the FIFA World Cup.

Meltwater identifies 2022 as a particularly strong year in terms of growth for sports conversations. That boost is expected to carry into 2023, providing savvy operators with opportunities to leverage sports.

Per Meltwater, sports social media handles, hashtags, and keywords have grown by more than 20 percent. That’s significant growth.

Now, let’s look at the sports driving much of that growth.

Football

When I say “football” in this context, I mean the sport some people call “soccer.” So, not American football, which Dave Grohl and Crown Royal pointed out is a Canadian invention during Super Bowl LVII.

For the past few decades (at least), much has been made of Americans maligning football (soccer). Well, all the tropes of that mockery may be wearing very thin.

Last year, mentions of football keywords were up 56 percent—in the US. The second-place country was Nigeria with an increase of 33 percent.

Globally, the sport’s online conversations went up by 32 percent. The day of the FIFA World Cup final? That number exploded to 630 percent. Could be smart for operators to begin planning their World Cup promotions soon.

Baseball

There are some interesting stats surrounding baseball and online conversations.

Last year, conversations of this sport grew by just three percent. And for a country that claims the sport as their national pastime, American baseball convos saw a notable dropoff: a decrease of 11 percent.

However, baseball grew by nine percent in Canada in 2022. Japan saw an increase of 36 percent, and Venezuela was up 22 percent.

Unsurprisingly, the sport’s two largest organizations dominate baseball conversations.

Leading the charge, Major League Baseball mentions grew by 16 percent in 2022 globally, and by 54 percent in Japan. Right on MLB’s heels, Nippon Professional Baseball 23 percent globally and 28 percent in the US.

For those who are curious, three teams stood out in the baseball conversation: the Los Angeles Dodgers (+59 percent), New York Yankees (+55 percent), and NY Mets (+46 percent). However, LA Angels pitcher Shohei Ohtani saw truly incredible growth with an increase of 74 percent.

An important takeaway: Baseball fans in America appear quite interested in watching (or listening to) NPB. That gives operators another organization—and all their scheduled games—to leverage.

Formula 1

Ah, my favorite sport. I’m happy (for the most part) to see this motorsport growing around the world. In fact, Formula 1 keyword mentions grew 13 percent globally, and #F1 was among the hashtags used most in 2022.

On July 3, 2022, Ferrari driver Carlos Sainz, Jr. (driver #55) won the British Grand Prix at Silverstone. Red Bull’s Sergio Perez (#11) took second and Mercedes’ Lewis Hamilton (#44) took third. And on this day the F1 conversation skyrocketed, growing by 338 percent.

The country leading the way for F1-related keyword mentions in 2022 was Japan, growing by a staggering 91 percent.

Much of the increase in interest in F1 can be traced back to Netflix and its Drive to Survive docu-series (some call it a reality-TV drama).

Looking at American interest in the sport, it helps that there are now three races on the calendar that take place in the US: the Miami Grand Prix, the US Grand Prix at Circuit of the Americas in Austin, TX, and the Las Vegas Grand Prix. That’s three opportunities (Miami has already happened) for American operators to take advantage of this sport’s growing popularity.

Last year, former Aston Martin driver Sebastian Vettel (#5), Red Bull driver Max Verstappen (current champion and #1), and Ferrari driver Charles Leclerc (#16) saw the most growth in terms of individual drivers.

I can only hope that my other favorite motorsport, MotoGP, starts to become more popular throughout North America.

Takeaways

Some operators may find that sports don’t work for their concept, such as a high-end cocktail bar or fine-dining restaurant. Those are two venue types that tend to eschew televisions as they don’t work with their vibe and aesthetic.

That said, each operator must choose how to best implement sports and related promotions. This includes understanding which sports, teams, and players their guests like. Then, of course, it’s also a matter of gauging interest.

With that determined, operators must also decide how to make sports work with their concept. Some things to consider are themed F&B menus, sports-related LTOs, FoH uniforms, and how far to go with promotions. That latter consideration will depend on how rabid a fan base each operator is targeting. A truly dedicated fan base encourages some bars to “officially” support a certain team.

Another important consideration? Will leveraging a particular sport or team alienate other guests due to rivalries or a lack of interest or comfort? Sometimes the cost of implementing promotions includes pushing away a percentage of guests on particular days.

Because I live in Las Vegas, I have an array of venues available to me around the clock. It’s conceivable that I could find a home bar or restaurant to watch F1 and MotoGP. Personally, the capability of comfortably watching my two favorite sports would boost my loyalty and visits. However, there may not be a large pool of people like me in this market. Would a bartender want to turn on an F1 race just for me?

There’s a lot to consider when choosing how to best leverage sports. The upsides include converting customers to loyal, repeat guests; a realistic idea of what to consider in terms of labor and inventory for specific days, weeks, months, and seasons; and boosts in traffic, revenue, and online engagement (which in turn can translate to more traffic and revenue).

Image: Photo by PRAT clement via Pexels

KRG Hospitality Sports & Entertainment, 2023 icon

Several spray paint cans next to one another
by David Klemt David Klemt No Comments

Raise the Bar: Service vs. Hospitality

Raise the Bar: Service vs. Hospitality

by David Klemt

Several spray paint cans next to one another

During the 2023 Bar & Restaurant Expo in Las Vegas, Mia Mastroianni, Art Sutley, and Phil Wills addressed what separates service from hospitality.

For the sake of those who are unfamiliar, a brief summary of each member of this informative panel. Art Sutley is a nightlife and hospitality expert recognized by Forbes, the Wall Street Journal, and Thrillist (among other publications).

Phil Wills and Mia Mastroianni should be recognizable to anyone who has watched Bar Rescue. Wills co-founded Spirits in Motion, a beverage consulting agency. He’s also a bartender’s bartender who’s passionate about hospitality. Mastroianni, equally as passionate about the art of hospitality, is a seriously talented bar professional and hospitality expert who doesn’t take herself too seriously.

It’s difficult to imagine a more qualified trio when it comes to discussing the differences between service and hospitality.

What is Service?

Before they all dove in, Sutley shared a simple but impactful take on the guest experience.

“It’s checking boxes,” said Sutley. “We want each guest to check every box, and a few extra.”

That description helps draw a line between service and hospitality. Per Sutley, Mastroianni, and Wills, service is a transaction and meeting expectations. Reinforcing this idea, Wills said, “Service is black and white; it’s simple.”

Operators and their leadership teams, after developing their steps of service, can literally or figuratively track the service transaction. Training staff—from onboarding to pre-shifts—on the steps of service and an operator’s non-negotiable standards ensures the guest experience transaction is delivered as expected.

Worryingly, Mastroianni expressed her concern that the quality of service appears to be dropping. If that’s true, however, that provides an opportunity.

Per Sutley, the industry is getting more difficult. There are more competitors out there, and guest expectations are becoming increasingly stringent. So, if Mastroianni is correct and more concepts are failing to deliver on the expected service transaction, operators who commit to building and training teams that deliver high-level service will stand out.

What is Hospitality?

If service is black and white, guess what hospitality is?

“Hospitality is color,” said Wills. “And we go above and beyond to relate to guests.”

Going further, Wills said that how an operator and their team chooses to “paint the picture” defines the level of hospitality they deliver.

For Mastroianni, if service is transactional, hospitality is emotional. Hospitality is how a restaurant, bar, nightclub or hotel team makes a guest feel. Drilling deeper, hospitality is how we in this industry connect with guests on a deeper level than simply transactional service.

To throw in my two cents, I like to think that even brand-new operators understand the transactional part of hospitality. It’s the people part, the guest experience element, that catches many operators and their teams out. Service without hospitality is mediocrity in motion.

Regardless of where one stands on the topic of service vs. hospitality, it’s crucial that operators become acutely aware of the experiencing they’re giving their guests. What do they see when they look at the picture they and their team paint each shift?

Image: Emiliano Vittoriosi on Unsplash

KRG Hospitality Success Session, 2023 icon

Exterior of Ocean Casino Resort at sunset
by David Klemt David Klemt No Comments

Ocean’s Summertime Celebrations

Ocean Casino Resort Summertime Celebrations

by David Klemt

Exterior of Ocean Casino Resort at sunset

Ocean Casino Resort is celebrating an impressive milestone all summer long through creative local business partnerships.

This summer, the resort will reach its fifth anniversary. The festivities will begin May 26, a month before Ocean’s “birthday.”

However, rather than focus solely on the resort and casino, Ocean is choosing to celebrate the community it serves as well. These fifth birthday activations and initiatives are an excellent lesson for operators across all hospitality business categories.

I’m sure operators—all hospitality professionals, really—will agree that restaurants and bars are integral elements of any community’s bedrock. Increasingly, the same can be said of hotels. In fact, large hotel groups are investing in the development of smaller imprints that are tasked with the mission of serving locals and local businesses.

When a restaurant, bar, hotel, or nightclub reaches annual milestones, it’s largely due to community support. Sure, businesses in destination cities benefit greatly from tourist visits. However, for most markets, longevity is anything but assured without local backing and buy-in.

It’s clear that the importance of local support isn’t lost on Ocean. This summer’s celebrations include several local partnerships and community initiatives to pay that support back.

Local Partnerships

Last year, the Ocean leveraged the demise of the Choco Taco. So far in 2023, Ocean has supported Philly and KC during the Big Game, and gotten creative with cocktails that raised funds for the Girl Scout Troops of Southern and Central New Jersey.

Local partnerships are key to Ocean’s five-year celebration:

  • The Seed: Created Seeds of the Ocean for Ocean’s five-year anniversary.
  • Tennessee Avenue Beer Hall: Seeds of the Ocean lager will also be available at this local beer hall.
  • Rhythm & Spirits: Joining forces with Little Water Distillery to feature their gin in the Oceans 5 cocktail.
  • Little Water Distillery: Their Rusted Revolver Indigenous Gin is the star of the Oceans 5 cocktail, mentioned above. The distillery has also created the Chocolate Cake Martini, featuring Bar 32 chocolate shavings.
  • Hank Sauce: For those who prefer their celebrations spicy, Ocean and Hank Sauce have collaborated on Across the Boards. This hot sauce will accompany food items at restaurants inside Ocean.
  • Tony Boloney’s: They’ve created the High 5 pizza to celebrate Ocean’s birthday. This is another collaboration within a collaboration, as it features Seed of the Ocean lager and Across the Boards hot sauce.
  • Bar 32: What celebration is complete without something sweet? Bar 32 (a bean-to-bar chocolatier) and Ocean will be offering three commemorative chocolate bars: the Berry Pretzel Bar, Party Pretzel Bar, and Salty Peanut Butter Bar.
  • Mudgirl Studios: Ocean has commissioned several handmade, one-of-one pieces from this non-profit that will be featured not just in common areas on the property but also in some of the guest rooms.
  • Atlantic City Arts Foundation: To help celebrate its fifth birthday, Ocean has collaborated with the ACAF for a three-panel mural that will have a home at Tennessee Avenue Beer Hall.

Creative & Compelling

What I find most notable about these local partnerships is how several of them intertwine.

Not only did Ocean commission an exclusive beer, a local restaurant chain is using it for a pizza. That same restaurant chain is also using a hot sauce Ocean had created to celebrate their milestone. There are other collaborations that bring Rhythm & Spirits, Little Water Distillery, and Bar 32 together.

However, Ocean is doing more than just supporting a select group of local businesses. Mudgirl Studios employs and empowers at-risk, homeless and formerly incarcerated women. The ACAF, as one would imagine, inspires and empowers people to pursue the arts. Both support and strengthen communities throughout Atlantic City, and Ocean is giving back by supporting them.

In addition to all of that, the celebrations kick off on Memorial Day Weekend with a $300,000 sweepstakes. All in, there will be more than $5 million in promotions and giveaways in play over the course of this summer. From June 24 to July 4, Ocean is putting up one million dollars for a second sweepstakes.

Then there are Tesla giveaways, birthday fireworks, the Birthday Bar Pop-up Experience at 1927 Lounge inside Ocean Resort Casino, and Ocean’s sponsorship of the Atlantic City Beer and Music Festival.

Nola's Bar & Lounge inside Ocean Casino Resort

Look for Ocean’s birthday drinks at property bars like Nola’s Bar & Lounge

Again, it would be easy for Ocean to have simply planned a celebratory weekend, week, or month, focusing solely on themselves. Instead, they’re involving several small businesses and community organizations.

Takeaways

Do I expect restaurant and bar operators to somehow offer $5 million in giveaways to celebrate a milestone? Or even $300,000? Perhaps a Tesla?

No, of course not.

However, I do think operators should really put thought into celebrating their annual milestones. Surviving the first 12 months is a huge achievement. Making it through the first 18 months and hitting the two-year anniversary is just as challenging.

So, operators should take four to six months to plan their celebrations. Additionally, they should view these events as a way to thank the community for supporting them. And, of course, that includes being grateful for beneficial business relationships.

When considering marking these achievements, it’s wise to include local businesses. Craft brewers and distillers, local farmers and vintners, non-profit organizations… All the better if the selected partners can collaborate with one another to make the celebration and partnerships that much more impactful.

Operators should take a page out of Ocean’s celebration handbook and look for creative, thoughtful collaborations. Doing so lifts up others and pays local support forward, in turn making the entire community stronger.

It’s perfectly acceptable for an operator to be proud and celebrate milestones. But it’s even better for operators to celebrate those who help them thrive.

Images courtesy of Ocean Casino Resort

KRG Hospitality. Boutique Hotels. Resorts. Properties. Consultant. Feasibility Study. Business Plan

Street art portrait of Rich Uncle Pennybags
by David Klemt David Klemt No Comments

Be a Student of the Game

Be a Student of the Game

by David Klemt

Street art portrait of Rich Uncle Pennybags

The key to success as a restaurant, bar, nightclub or hotel operator is a change in mindset and a commitment to being a student of the game.

That game, of course, is hospitality. To succeed, one must truly love this industry and their own business. Love digging into the minutiae and learning about every element of operations; love their team members and guests; love mentoring and finding mentors; love embodying the spirit of hospitality;  and love their own brand.

This is the exact message Michael Tipps drove home during the first Invictus Hospitality-led education session of the 2023 Bar & Restaurant Expo.

“The doing and the how is important, not the what,” says Tipps. “Be a student of the game.”

But what does Tipps mean when he says that?

The Successful Student Mindset

Before we begin, a note about reporting on other consultants and agencies. At KRG Hospitality we don’t pretend to know it all. When a peer says something and has an approach to this industry we find insightful, we want to share it. Keeping it to ourselves because they’re a “competitor” doesn’t help anyone or our industry.

We consider Invictus cofounders Michael Tipps and Homan Taghdiri friends and colleagues. Their values and mission align with ours.

So, when Tipps says successful operators are students of the game, we agree. Our team is passionate about learning so we can better serve our clients. I’m comfortable saying the Invictus team embraces a similar approach.

In addition to a hunger for knowledge, there’s another key element of this successful student mindset: positivity. For Tipps, that means two things:

  • “Know what works first. Notice what doesn’t work second.”
  • “Other venues aren’t your competition.”

Intention

I won’t speak for Invictus and their approach to understanding a client’s vision. We have our approach and tools, they have theirs.

One of the exercises that we find works to help us see how a client envisions their concept is to learn about what they like. What restaurants, bars, nightclubs or hotels do they admire? Are their operators they aspire to emulate? What venues in their target market do they think are doing a great job?

Another part of the process is to visit similar concepts. These visits reveal a lot, including what a client knows about the business.

Look, we’ve all been there. As consultants, operators, leadership team members, front- or back-of-house members… We know when something doesn’t work when we visit any restaurant, bar or hotel.

However, a simple change to the lens through which we view an operation can make a big difference. First, we should notice what’s working. Going further, Tipps suggests trying to understand what an operator was trying to accomplish with their concept: “What was the intention?”

To Tipps, people who can walk into a restaurant or bar and identify what’s working before focusing on mistakes shows they actually know the business. A true student of the game recognizes any concept’s positives and intention.

“It doesn’t take skill to know what sucked about a bar or restaurant,” says Tipps. “It takes skill to point out and understand what works.”

Dentist’s Office, Anyone?

There’s another point Tipps makes about the game and what drives people to jump into this incredibly challenging business.

Consider what owning a cool restaurant, bar or nightclub looks like from the outside. People get into this business, posits Tipps, because they’ve been to a bar or restaurant and think it would be fun to own it. They think being the owner of a hot restaurant is sexy. Likewise, being the owner of a cool bar or club.

It certainly can be cool, fun, and sexy to own a restaurant or bar. But think about visiting a business and finding it so cool that you decide to open one yourself.

“We’ve also all been to the dentist but we don’t open a dentist office,” says Tipps.

In other words, there are operators lured to this business because it looks fun and cool from the outside. And it is, but it’s also very hard work. Truly, only students of the game will find a measure of success.

Without a love for hospitality, for what can be accomplished and experienced in this industry, it’s just a difficult job.

The Real Competition

Ask different consultants about whether they view similar businesses as competitors and peers and you’ll get a variety of answers.

Some feel that concepts in the same category in the same market are in direct competition. Others will say that one operator isn’t competing with another, they’re potential peers who can elevate one another. Still others say there’s nuance; there’s competition for traffic, engagement, and dollars, but competitors are also peers who can elevate entire markets.

To Tipps, and I assume Taghdiri and the rest of the Invictus team, operators are competing against the clock.

“Time is your adversary, not the venue next door,” says Tipps. That means operators are up against ticket times. They’re subject to their dishwasher’s timing. Payroll, paying invoices on time, dealing with how long food can last to plan for days of the week and individual dayparts…

Each of those items and more impact a concept’s every element of operation. And unlike another operator, there’s no stopping this adversary. The most an operator can do is implement strategies to keep up with this opponent because there’s no way to beat it.

Again, the only way to succeed in that contest is to be a student of the game. An operator (and their leadership team) needs to not only know every tiny detail about their business, they must be passionate about gaining that knowledge. They need to love learning and applying the information they glean to overcome obstacles and keep up in their battle with time.

“Be as fascinated with your business as a five year old is with an ant farm,” says Tipps. “Look at the ant farm with wonder.”

Image: Julian Hochgesang on Unsplash

KRG Hospitality Start-Up Restaurant Bar Hotel Consulting Consultant Solutions Plans Services

Sign that reads "We hear you."
by David Klemt David Klemt No Comments

Ovation Reveals 5 Secrets for Growth

Ovation Reveals 5 Secrets for Growth

by David Klemt

Sign that reads "We hear you."

Restaurant guest feedback platform Ovation CEO Zack Oates reveals five secrets to what he calls the “digital table touch.”

The company touts itself as the number-one guest feedback platform. Ease of use is one reason the Ovation is viewed so favorably. Guests receive a two-question survey via SMS. Operators receive honest feedback they can use to improve guest retention and loyalty.

Those curious in learning more about the platform can check out several case studies on the Ovation website. Odds are, one of these studies matches closely with an operator’s own business.

For the purposes of this article, I’m going to focus on Oates’ 2023 Bar & Restaurant Expo education session. Getting even more granular, I’m going to drill down to Oates’ digital table touch approach to guest feedback and retention.

If Oates’ startling claim about first-time guests is true, guest retention is even more difficult than many operators would think. According to Oates, 70 percent of first-time guests don’t return to a restaurant. That number is, simply put, too damn high. Fifty percent is too high.

Feedback Reality

Let’s be honest about in-person feedback. While there are some honest guests out there, for some reason people tend to leave without being honest during their visits. In the moment, most of us will say “great” or “very good” when asked by a server or manager about our restaurant experience.

This is a compelling phenomenon. Per Oates, 15 percent of dine-in orders have issues. And yet most guests won’t say about an issue during their visit. That rate doubles to 30 percent for delivery orders, by the way.

Being totally transparent, Oates says he behaves the same in restaurants. He’s the CEO of a restaurant feedback platform and he’ll still say everything is fine during a visit even when it isn’t. So, while physical table touches are important, they’re likely not giving an operator an accurate picture of what’s going on in their dining room.

In fact, Oates says rather bluntly that “table touches are out of touch.” Further, they’re not scalable, off-premises, honest, or capable of fixing root issues, in his opinion.

Likewise, long-form surveys. According to Oates, long feedback surveys have an abysmal take rate: 0.01 percent. At that point, the rate may as well be zero. Online reviews, as may operators likely know, don’t really represent most guests.

The best solution to secure honest, actionable feedback appears to be Ovation’s SMS-based process.

Secret #1: Make Measurement Frictionless

Hot take: The easier a thing is to do, the more people will participate.

So, operators who want collect valuable guest feedback need to make it simple. If a guest orders delivery, operators should stuff carryout bags and top boxes with a call to action. For in-person dining, they should add a feedback CTA to table toppers. QR codes can make the process very easy. CTAs need to be visible and simple to complete.

The winning formula seems to be a two-question survey and collecting guest data. So, operators should consider enrolling guests who participate and leave feedback in a $100 gift card draw (or something similar).

Secret #2: Drive 5-star Reviews

Oates says that operators should push guests to rate their experiences on review sites. Doing so not only results in collecting valuable feedback, it can boost reviews and increase a restaurant’s visibility. The more discoverable a restaurant is, the more traffic it can potentially see.

Also, a note on actual five-star reviews: that’s not the best score. People tend to distrust perfect scores and one-star reviews. Per Oates, the best score is 4.7 stars, and operators should aim for at least a 4.0.

Secret #3: Respond to Feedback

This means good and bad feedback, and in a timely manner. Per Oates, one bad review reaches 30 potential guests. So, it’s best to address the situation as quickly as possible—if an operator can do so without losing their cool.

To ensure that emotions don’t prevail over rational responses, follow the Three Cs of Bad Review Recovery:

  1. Collected.
  2. Compassionate.
  3. Call to action.

Remember, people want to feel important. When they leave a bad review the underlying feeling driving the review is likely a sense that they’ve been disrespected. Operators attempting to recover from a bad review need to make the reviewer feel acknowledged and important.

Secret #4: Discover and Act on Trends

A business term that has been making the rounds for years now is “kaizen.” This is the concept of everyone in an organization working toward making incremental improvements to the business.

Savvy operators will set aside their egos, find trends within the feedback they receive, and work to improve on any shortcomings.

Secret #5: Text Guests to Bring Them Back

As I’ve said before, if you really want to meet guests where they are, reach them on the phones in their pockets. However, Oates has more advice than simply, “Text them surveys.”

To boost participation, tempt guests with an offer. Oates says to make the offer a good one. So, operators should consider the following:

  • Come up with an offer and put it first.
  • Make it a good offer: “The first X amount of people to complete this survey will receive 15 percent off their next visit.”
  • Track participation via a link.

While operators can leverage each of the above secrets on their own, Ovation’s digital table touch process is seamless and easy to implement. Either way, collecting honest guest feedback and acting on it is one of the most effective methods for improving guest retention.

Image: Jon Tyson on Unsplash

KRG Hospitality tech stack consulting. Tech. Technology. CRM. POS. Restaurant. Bar. Cafe. Lounge. Hotel. Resort.

Double Chicken Please cocktail bar interior
by David Klemt David Klemt No Comments

The 50 Best Bars in North America

The 50 Best Bars in North America in 2023

by David Klemt

Double Chicken Please cocktail bar interior

Double Chicken Please in New York City is number one on this year’s list.

The buildup toward this year’s World’s 50 Best Bars is growing with the recent announcement of North America’s 50 Best Bars.

Mexico City, the 2023 North America’s 50 Best Bars host city, is home to several of this year’s rankings. A true cocktail destination loaded with extraordinary bars, Mexico City boasts eight entries. Overall, 14 of the 50 bars on the 2023 list are in Mexico.

Of course, New York City also claims an impressive number of bars earning spots on the list. In fact, NYC boasts 12 of the 50 best bars in North America. More than half of the bars—28—are in the US.

Not that anyone asked, two of the bars on the 2023 list are in the city where I was born, Chicago: Kumiko and Milk Room. And I’m going to give a special nod to Herbs & Rye, number 27 and located in my hometown of Las Vegas (and the US headquarters of KRG Hospitality).

Herbs & Rye cocktail bar and restaurant in Las Vegas, Nevada

Of the 50 best bars in North America, Canada is home to seven. Four of these are in Toronto (where KRG Hospitality’s global headquarters are located), two are in Montreal, and one is in Vancouver.

Just one bar in the Caribbean makes the 2023 North America’s 50 Best Bars list. But what a bar: La Factoría is number 24.

Below you’ll find this year’s rankings; destination awards; and individual awards. Speaking of, congratulations to Julio Cabrera and Christine Wiseman! You’ll see why as you scroll. To review last year’s list, please click here.

Congratulations to all the bars and their bar teams representing the best of North America in 2023!

2023 North America’s 50 Best Bars Destination Award Winners

The Best Bar in Northeast USA, sponsored by Perrier

Double Chicken Please (No. 1; New York City, New York)

The Best Bar in South USA, sponsored by Torres Brandy

Jewel of the South (No. 5; New Orleans, Louisiana)

The Best Bar in the Midwest USA, sponsored by Rémy Martin

Kumiko (No. 8; Chicago, Illinois)

The Best Bar in the West USA, sponsored by Naked Malt

Thunderbolt (No. 10; Los Angeles, California)

The Best Bar in the Caribbean, sponsored by Scrappy’s Bitters

La Factoría (No. 24; San Juan, Puerto Rico)

The Best Bar in Canada, sponsored by Tia Maria

Civil Liberties (No. 12; Toronto, Ontario, Canada)

The Best Bar in Mexico, sponsored by Bareksten

Handshake Speakeasy (No. 2; Mexico City, Mexico)

2023 North America’s 50 Best Bars

  1. Milady’s (New York City, New York)
  2. Youngblood (San Diego, California)
  3. Platform 18 (Phoenix, Arizona)
  4. Brujas (Mexico City, Mexico)
  5. Clover Club (New York City, New York)
  6. Allegory (Washington, DC)
  7. The Dead Rabbit (New York City, New York)
  8. Bar Mordecai (Toronto, Ontario, Canada)
  9. Yacht Club (Denver, Colorado)
  10. Bar Leather Apron (Honolulu, Hawaii)
  11. Aruba Day Drink (Tijuana, Baja California, Mexico)
  12. Maison Premiere (New York City, New York)
  13. Milk Room (Chicago, Illinois)
  14. Mother (Toronto, Ontario, Canada)
  15. Cure (New Orleans, Louisiana)
  16. Cloakroom (Montreal, Québec, Canada)
  17. Sweet Liberty (Miami, Florida)
  18. Service Bar (Washington, DC)
  19. Atwater Cocktail Club (Montreal, Québec, Canada)
  20. Selva (Oaxaca de Juárez, Oaxaca, Mexico)
  21. Death & Co. (Los Angeles, California)
  22. Martiny’s (New York City, New York)
  23. Pacific Cocktail Haven (San Francisco, California)
  24. Herbs & Rye (Las Vegas, Nevada)
  25. Kaito del Valle (Mexico City, Mexico)
  26. Café de Nadie (Mexico City, Mexico)
  27. La Factoría (San Juan, Puerto Rico)
  28. Arca (Tulum, Quintana Roo, Mexico)
  29. Sabina Sabe (Oaxaca de Juárez, Oaxaca, Mexico)
  30. El Gallo Altanero (Guadalajara, Jalisco, Mexico)
  31. Hanky Panky (Mexico City, Mexico)
  32. Botanist Bar (Vancouver, British Columbia, Canada)
  33. Mace (New York City, New York)
  34. Rayo (Mexico City, Mexico)
  35. Baltra Bar (Mexico City, Mexico)
  36. Bar Pompette (Toronto, Ontario, Canada)
  37. Employees Only (New York City, New York)
  38. Attaboy (New York City, New York)
  39. Civil Liberties (Toronto, Ontario, Canada)
  40. Zapote Bar (Playa del Carmen, Quintana Roo, Mexico)
  41. Thunderbolt (Los Angeles, California)
  42. Café La Trova (Miami, Florida)
  43. Kumiko (Chicago, Illinois)
  44. Overstory (New York City, New York)
  45. Dante (New York City, New York)
  46. Jewel of the South (New Orleans, Louisiana)
  47. Licorería Limantour (Mexico City, Mexico)
  48. Katana Kitten (New York City, New York)
  49. Handshake Speakeasy (Mexico City, Mexico)
  50. Double Chicken Please (New York City, New York)

2023 North America’s 50 Best Bars Individual Awards

Roku Industry Icon Award 2023

Julio Cabrera (No. 9; Café La Trova; Miami, Florida)

Altos Bartender’s Bartender Award 2023

Christine Wiseman (Bar Lab Hospitality)

Michter’s Art of Hospitality Award 2023

Botanist Bar (No. 19; Vancouver, British Columbia, Canada)

Siete Misterios Best Cocktail Menu Award 2023

Allegory (No. 45; Washington, DC)

Disarronno Highest New Entry Award 2023

Bar Pompette (No. 15; Toronto, Ontario, Canada)

Nikka Highest Climber Award 2023

Overstory (No. 7; New York City, New York)

Campari One to Watch Award 2023

Manhatta (New York City, New York)

London Essence Best New Opening Award 2023

Rayo (No. 17; Mexico City, Mexico)

Ketel One Sustainable Bar Award 2023

Yacht Club (No. 42; Denver, Colorado)

Double Chicken Please image: Emmanuel Rosario / Hanna Lee Communications. Herbs & Rye image courtesy of Hanna Lee Communications.

KRG Hospitality. Bar Consultant. Nightclub. Lounge. Mixology. Cocktails.

Tattoo-style rose with "Mom" ribbon
by David Klemt David Klemt No Comments

3 Ways to Build Revenue on Mother’s Day

3 Ways Restaurants Can Build Revenue This Mother’s Day

by Austen Asadorian

Tattoo-style rose with "Mom" ribbon

With Mother’s Day quickly approaching, there’s no doubt that operators across the country are preparing for the celebratory—yet extremely busy—day.

During their preparations, it’s important that operators find and incorporate new tools and innovative marketing tactics. Doing so will not only fill seats, it will ensure they capitalize on a key opportunity to drive incredible revenue.

Below are three simple but powerful ways operators can generate revenue and loyalty on—and beyond—this Mother’s Day.

Encourage Reservations & Offer Upgrades

An easy way to make this busy day seamless for guests—and, ultimately, staff—is to encourage and allow guests to make a reservation before they arrive. Reservations give operators insight into who will be dining with them, help optimize seatings and covers, and provide a idea of how much to order to eliminate food waste if a special menu is being offered.

Using a reservation system also provides operators with the opportunity to offer diners upgrades during the booking process, even including prepayment should they want to go that route. This not only allows operators to earn additional revenue before a guest even visits, but also a convenient way to offer guests peace of mind knowing they’ve handled that “something special” for Mom way before the big day.

These upgrades don’t have to be anything crazy or extreme (although that’s always an option). In fact, according to the National Restaurant Association, consumers want special touches and discounts over everything else. So, an upgrade can be something as simple as a beautiful flower arrangement waiting on the table to a special off-menu dessert brought out at the end of the meal.

Use Email & Social Media to Your Advantage

Properly promoting Mother’s Day offerings to guests is extremely important because if no one knows about it, who will come?

Operators should utilize tools like email marketing to send personalized communications to their guest database promoting the venue’s Mother’s Day reservation availability or special offerings. Better yet, these tools can be used to offer loyal guests reservations before they open to the general public, further creating a special experience for those faithful diners.

In the same vein, operators should harness the power of social media, too. Operators can target paid marketing efforts on social channels like Facebook and Instagram to drive even more awareness and revenue for their restaurant by creating an event, including the details of the activities, specials, or Mother’s Day promotions, and exporting the names of top guests and email data.

Surprise Them with a Second Visit

While Mother’s Day is the focus right now, it doesn’t stop there for operators. To drive the revenue they need, it’s important to turn these celebratory diners into repeat guests.

To do so, operators should consider offering Mother’s Day diners complimentary gift cards or discounts (even via email post-visit) to bring them back. This could be for an upcoming graduation, Father’s Day (so Dad can also get the love), or even for a future birthday.

This “surprise and delight” factor is one of the easiest strategies to capitalize on holiday traffic and get diners to return to a restaurant once again as a loyal guests.

Here’s to You, Mom

Moms should be celebrated every day, but especially on Mother’s Day, and it’s important to make sure they have the best experience when dining out.

By incorporating simple tactics like offering reservations and custom upgrades or even a special surprise at the end of the meal, operators not only succeed in making the day memorable, but create a guest who will return over and over again.

About Austen Asadorian

Austen Asadorian is the Vice President of Sales at SevenRooms, where he is tasked with supporting SevenRooms’ global expansion efforts and accelerating the company’s goal of being the best-in-class solution for hospitality operators globally. Prior to joining SevenRooms, Austen was Peloton’s Director of Sales, leading the company’s go-to-market strategy for retail growth and expansion. He started his career at Hillstone Restaurant Group where he cut his teeth learning how to run efficient and profitable restaurants at scale. Austen was ultimately promoted into an executive role where he oversaw the company’s Manager in Training Program and Back of House Operations. Austen graduated from the Culinary Institute of America (CIA).

Image: grumpymonstergroup via Vecteezy.com

KRG Hospitality marketing plan. Restaurant. Bar. Cafe. Lounge. Hotel. Resort.

Double arrow, street ends sign
by David Klemt David Klemt No Comments

Consultant Versus Coach

Consultant vs. Coach: Similarities and Differences

by Jennifer Radkey

Double arrow, street ends sign

At some point in your journey as a business owner it’s inevitable that you’ll come up against a challenge that you struggle to overcome on your own; you may need to reach out for advice or guidance.

There are countless reasons why you may seek an expert’s help. Perhaps you’ve come up against a roadblock trying to reach a goal. Maybe you’re unexpectedly forced into a major transition. You may decide you’re ready to take your business to the next level but are unsure how to proceed.

The situation you find yourself in could be as big as the opening of a new restaurant or bar, or as vague as a general sense of something not being “right.”

Whatever the reason may be, you’ve exhausted your own pool of resources and are ready to seek outside help. So, who do you turn to?

Most likely you’ll be looking to hire either a consultant or a coach. Of course, this begs the question: Which do you choose?

I’m both the vice president of KRG Hospitality and a certified life coach. My husband Doug Radkey is the president of KRG Hospitality and our agency’s lead consultant. “Do I need a consultant or coach” is a question people ask of us quite often.

The answer is simple once you understand the similarities and differences between the two.

Similarities

Coaches and consultants are both third parties who provide an outsider’s clarity while maintaining an unbiased point of view.

They’re both knowledgeable and have their own unique approaches and expertise. Coaches and consultants come with the intention of helping you achieve your goals. While the majority of coaching and consulting is done one-on-one, team consulting and coaching are also options.

The differences between coaching and consulting can be found in the approaches used to help you achieve your goals.

Differences

The easiest way to learn the differences between a coach and a consultant is to take a closer look at how each one approaches how they help you. It’s an understanding of these differences that provide the clarity needed for you to choose the best solution.

Consultants

Consultants are industry-specific experts. When presented with a challenge you want to overcome or a goal you want to achieve, a consultant finds the solution using their knowledge and experience. They also diagnose any problems that are evident in your business and then make recommendations to correct them.

A consultant is someone you can turn to for technical and professional advice.

Once the consultant has determined the root of the problem or determined the best path forward to achieve your goal, the answers will be provided to you. And along with the answers come the steps necessary to solve the problem or reach the goal. You’ll be given a clear, detailed plan.

Consultants listen carefully to what’s going on. They ask specific questions, watch how your team interacts with your guests, and study your steps of service. Additionally, consultants analyze data and conduct research, and then communicate their findings clearly with you. Again, consultants give you the tools you need to execute a plan—including processes and proven methods—to achieve success.

If you’re in need of specific industry advice and expertise, a consultant is who you need to hire.

Coaches

Coaches are experts in placing the power in your hands to discover your own solutions and answers. You hire a coach to discover yourself, inspire confidence, explore possibilities, and find your own clarity. Entrepreneurs turn to coaches to help them transform into great leaders.

Through sincere and thoughtful inquiry, coaches will pull answers out of you that you didn’t know that you already had. They’ll also help you become aware of self-imposed limitations so you can overcome them. Rather than just giving you a plan, coaches help you develop your own strategies for uncovering your truth, and then help you understand how to move forward.

Coaches are sounding boards for discussing both personal and professional issues, providing a safe, judgment-free place for you to be heard. They’re interested in long-term results and the overall well-being of their client.

If you’re looking for overall growth and a better understanding of how you can reach your own goals and potential, a coach is who you need to hire.

Hiring a consultant or a coach is a positive step towards achieving both short-term and long-term goals. Knowing the difference between the two now empowers you to choose the best person to help you where you want to go.

Cheers to personal and professional growth!

Image: Robert Linder on Unsplash

KRG Hospitality Mindset Coaching, 2023 Icon

Front of house staff member using SevenRooms
by David Klemt David Klemt No Comments

SevenRooms Introduces New Tool: Pre-Shift

SevenRooms Introduces New Tool: Pre-Shift

Front of house staff member using SevenRooms

A new tool from SevenRooms will help operators and their teams make the most of pre-shift meetings to deliver exceptional service.

Aptly named, Pre-Shift provides a real-time, data-driven picture of a given shift’s reservations. Operators and their leadership team members will no longer need to hit the office, navigate to the day’s reservations, and print out guest data—assuming they have such valuable information.

Further, this new feature is accessible via the venue’s devices (tablets, phones, etc.). Pre-Shift, then, offers a real-time view of reservations and robust guest data. Well ahead of arrivals, staff will know a guest’s seating preference, relationship with the venue, reviews they’ve left, allergies, and much more.

Intriguingly, Spago has been testing Pre-Shift ahead of SevenRooms’ announcement and launch. Per Steve Scott Springer, the GM of Spago of Beverly Hills, this new tool is a game-changer for restaurants.

Less than two months ago, SevenRooms launched Email Marketing. It’s likely we can expect more new features to roll out throughout 2023.

To learn more, please review the Pre-Shift press release below.

SEVENROOMS’ PRE-SHIFT FEATURE EMPOWERS TEAMS TO STREAMLINE PRE-SERVICE OPERATIONS

New data-driven tool serves as a one-stop-shop for restaurant teams to enhance the guest experience and build guest loyalty

NEW YORK (May 3, 2023) – SevenRooms, a global guest experience and retention platform for the hospitality industry, today announced a new product feature, Pre-Shift, which provides operators with key shift details they can leverage to inform and lead pre-service meetings. Pre-Shift is built to power and simplify pre-service meetings for restaurant operators and their staff around the world.

The new feature provides operators a real-time, unified view of everything they need ahead of each shift and saves employees’ time with an out-of-the-box informational report. Instead of paper print-outs and laborious briefing forms, Pre-Shift allows teams to harness rich customer data with up-to-the-minute information on every guest joining during that shift.

With ongoing labor shortages, Pre-Shift is a crucial tool in helping operators save time on administrative tasks like pulling guest and reservation data to optimize a team’s pre-shift meeting ahead of service with all stakeholders. This allows operators and staff to instead focus on delivering exceptional, personalized experiences the moment that guest walks through the door. Operators have the ability to embrace new consumer expectations to provide an incredible guest journey from start to finish.

By incorporating this tool, staff can utilize SevenRooms’ rich guest data and Auto-Tags to educate themselves on incoming guests. The tool highlights valuable insights such as allergy information, dining preferences, previous experiences with the restaurant, and positive/negative reviews. It also provides a quick snapshot of that day’s notes on menu specials, private events or special requests, making it easy for staff to reference back to quickly throughout the course of service. Whether it’s the maître d, host, server or back of house employees, Pre-Shift enables all staff with the information they need to deliver exceptional service, build guest loyalty, and keep up with diner expectations as they continue to evolve.

Pre-Shift helps restaurants deliver personalized hospitality at scale with invisible technology. Guest and reservation data can be accessed on the fly without double clicks or additional navigation via iPhone and iPads for the utmost convenience. No other reservation management product on the market today offers such a robust overview with automated guest data incorporated into its dashboard, saving operators time as they set up for service.

“The magic of SevenRooms is in the way that we’re able to serve up relevant guest information to restaurants at key points of service. Our new Pre-shift view takes that magic one step further by strategically aggregating the most important guest insights before service even begins,” said Allison Page, Co-Founder & Chief Product Officer at SevenRooms. “We seamlessly take the data available for a shift and serve up key insights that the front of house should be aware of heading into service – for instance, guests with a high propensity to spend, guests who have previously left negative reviews, guests with allergies and more. Pre-Shift provides operators a real-time, unified view that takes pre-service preparation to a whole new level, ultimately providing guests with exceptional, frictionless experiences.”

“Pre-Shift is a great addition to Spago’s pre-service meeting,” said Steve Scott Springer, General Manager at Spago Beverly Hills. “When we began using the group-by server feature, it really was an ‘a-ha’ moment. This is exactly the way every restaurant wants to prep their employees ahead of a shift. We put the entire view up on a screen so our team can see and follow along. This is so much easier than what we used to do – it’s a no-brainer.”

For more information about SevenRooms and its services, please visit www.sevenrooms.com.

About SevenRooms

SevenRooms is a guest experience and retention platform that helps hospitality operators create exceptional experiences that drive revenue and repeat business. Trusted by thousands of hospitality operators around the world, SevenRooms powers tens of millions of guest experiences each month across both on- and off-premises. From neighborhood restaurants and bars to international, multi-concept hospitality groups, SevenRooms is transforming the industry by empowering operators to take back control of their businesses to build direct guest relationships, deliver exceptional experiences and drive more visits and orders, more often. The full suite of products includes reservation, waitlist and table management, online ordering, mobile order & pay, review aggregation, email marketing and marketing automation. Founded in 2011 and venture-backed by Amazon, Comcast Ventures, PSG and Highgate Ventures, SevenRooms has dining, hotel F&B, nightlife and entertainment clients globally, including: MGM Resorts International, Mandarin Oriental Hotel Group, The Cosmopolitan of Las Vegas, Wynn Resorts, Jumeirah Group, Wolfgang Puck, Michael Mina, Bloomin’ Brands, Giordano’s, LDV Hospitality, Zuma, Australian Venue Company, Altamarea Group, AELTC, The Wolseley Hospitality Group, Dishoom, Live Nation and Topgolf.  www.sevenrooms.com

Image: SevenRooms

Flipping through an open book
by David Klemt David Klemt No Comments

5 Books to Read this Month: May 2023

5 Books to Read this Month: May 2023

by David Klemt

Flipping through an open book

Our engaging and informative May book selections will take your front and back of house to the next level, and help develop your leadership skills.

To review the book recommendations from April 2023, click here.

Let’s jump in!

Contagious You: Unlock Your Power to Influence, Lead, and Create the Impact You Want

This is one of three books KRG Hospitality’s Jennifer Radkey read in February. It’s the sequel to a book titled Contagious Culture, which we featured last month.

From Amazon: “For anyone who’s sought to create change, or felt sucked into the drama and chaos of a toxic work environment, this book will advance the notion that everyone at an organization is a leader—for good or for bad—and that leaders have tremendous power to influence those who follow their example. The quality of our leadership is based upon our intentions, energy, and presence. By emphasizing authorship, self-care, and response-ability (not responsibility) as leadership skills and therefore cultural amplifiers, Contagious You shows you how to walk the path of more effective leadership while navigating the road blocks in your way. Whether these road blocks are working with negative co-workers with secret agendas and unrealistic expectations, or just the general ‘busyness’ of life and its excessive demands, this book will take you on a journey to create more space, more courageous leadership, and stronger collaboration to influence others and create the impact you desire.”

Grab this book today: click here.

Chef’s PSA: Culinary Leadership Fundamentals

If Chef’s PSA sounds familiar, that’s probably because it’s a series of four books. We included another book in the series, How Not to be the Biggest Idiot in the Kitchen, last December in our last book roundup of 2022.

Culinary Leadership Fundamentals is intended to prepare chefs to lead a brigade. It’s one thing to know how to prepare food; it’s another to know how to be the leader in the kitchen. Of course, this book is also full of valuable information for owners and operators. After all, they should know how their chef is approaching their role.

From Amazon: “When you become a Chef for the first time you may be put in a position where you know how to cook but not how to lead and manage. This book will teach you everything you need to know to become a Chef Leader in the kitchen. From how to manage costs, build a team, market yourself and overcome adversity. This is the book every Chef needs if they want a competitive edge in running a successful kitchen.”

Pick it up today!

Southern Cooking, Global Flavors

Chef Kenny Gilbert’s journey through the culinary world is epic. By the age of seven he had shown such an interest in the art of BBQ that his father bought him his first grill, a small Weber. After high school he moved from his hometown to Cleveland to attend the Pennsylvania Culinary Institute. After graduation, Chef Gilbert entered into an apprenticeship at the Ritz-Carlton, Amelia Island, in Florida. By age 23, Chef Gilbert earned the role of Chef de Cuisine. He has also opened restaurants and led the culinary programs at restaurants and hotel properties not only throughout Florida but also Colorado, Georgia, throughout the Caribbean, France, Japan, and Spain. Oh, and there was Chef Gilbert’s Top Chef season seven appearance, plus the development of his own line of spices and rubs.

His newly released book features 100 recipes that put international spins on southern classics. Pick up Southern Cooking, Global Flavors today!

The Ice Book: Cool Cubes, Clear Spheres, and Other Chill Cocktail Crafts

We’ve addressed the need to compliment your cocktail menu with a dedicated ice program. This book, available now for pre-order, is from world-renowned cocktail and spirits writer Camper English. Not only does it include easy-to-follow instructions for you and your bar team to elevate your cocktail program, from full-proof to zero-ABV drinks. The Ice Book, then, is aptly titled—it’s everything you need to introduce a memorable drinking experience.

From Amazon: “In The Ice Book, internationally renowned cocktail icepert Camper English details how to use directional freezing to make perfectly pure ice in a home freezer, carve it up into giant diamonds and other shapes, and embed it with garnishes, including edible orchids and olives. You’ll learn how to create a frozen bowl for Negroni punch, serve a Manhattan inside an ice sphere, and infuse cubes with colors and flavors to create cranberry cobblers, a color-changing Gin and Tonic, and other awesome drinks.”

The Book of Cocktail Ratios: The Surprising Simplicity of Classic Cocktails

Long-time subscribers to KRG Hospitality’s newsletters and readers of our articles know that I love a controversial take on cocktails. Take, for instance, the origin of the Margarita. Well, the opening sentence from the description for The Book of Cocktail Ratios certainly got my attention.

From Amazon: “Did you know that a Gimlet, a Daiquiri, and a Bee’s Knees are the same cocktail? As are a Cosmopolitan, a Margarita, and a Sidecar. When hosting a party wouldn’t you enjoy saying to your guests, ‘Would you care for a Boulevardier, perhaps, or a Negroni?’ These, too, are the same cocktail, substituting one ingredient for another. Or if you’d like to be able to shake up a batch of whiskey sours for a party of eight in fewer than two minutes, then read on.

“As Michael Ruhlman explains, our most popular cocktails are really ratios—proportions of one ingredient relative to the others. Organized around five of our best-known, beloved, classic families of cocktails, each category follows a simple ratio from which myriad variations can be built: The Manhattan, The Gimlet, The Margarita, The Negroni, and the most debated cocktail ever, The Martini.”

This book should provide you and your bar team with a totally different perspective when it comes to drink ratios. Pre-order your copy today!

Image: Mikołaj on Unsplash

KRG Hospitality advanced bar education

"Think about things differently" neon sign
by David Klemt David Klemt No Comments

Program for Unique Holidays: May 2023

Program for Unique Holidays: May 2023

by David Klemt

"Think about things differently" neon sign

Do you want to stand out from from other restaurants and bars in your area? Change how you think about your May holiday promotions.

Several holidays are set against every date on the calendar, and May is no exception. These holidays range from mainstream to esoteric.

Pay attention to the “weird” or unique holidays to raise eyebrows, carve out a niche for your restaurant or bar, and attract more guests. Why do what everyone else is already doing? Why program only around the same holidays as everyone else?

Of course, you shouldn’t try to celebrate every holiday, strange or otherwise. Focus on the days that are authentic to your brand; resonate with your guests; and help you grab attention on social media.

You’ll find suggestions for promotions below. However, the idea behind our monthly holiday promotions roundup is to inspire you and your team to get creative and come up with unique programming ideas.

For our April 2023 holidays list, click here.

May 5: National Silence The Shame Day

Much progress has been made when it comes to reducing the stigma around mental health issues. However, there’s still much more work to do.

The focus of this holiday is just that: removing that stigma. You can use this holiday to encourage the conversation, raise awareness for issues close to you and your team, or to raise funds for a charitable mental health organization.

May 6: World Naked Gardening Day

Okay, so, unless you own a very niche restaurant, bar, or resort, please don’t celebrate this holiday naked while at work. Instead, celebrate the spirit of this holiday: reconnecting with and honoring nature.

One easy way to do this is to feature cocktails made and garnished with fresh ingredients: rosemary, citrus, juices, etc. And again, you can raise money for any number of conservation organizations dedicated to safeguarding natural resources.

May 8: National Have a Coke Day

Rum and Coke. Bourbon and Coke. Jack and Coke. Whiskey and Coke. If you’re a Coke restaurant or bar, you know what to do on this holiday. If you’re not, well… I guess you can program against it and launch National Don’t Have a Coke Day.

May 10: National Third Shift Workers Day

Depending on your hours of operation, this is an easy holiday to program around. To offer up just a few ideas: healthy meal options; restorative beverages; third-shift-specific LTOs.

May 16: National Do Something Good For Your Neighbor Day

Restaurants, bars, and hotels are the heart and soul of communities around the world. Use this day to give back to those who support you.

May 17: National Pack Rat Day

I’m sure if we all look around our homes we’ll see that maybe we have too much stuff. This is another excellent holiday to give back to our communities.

One way to do this is to host a clothing, canned food, or other resource drive. Donations can be rewarded with LTO items to encourage participation.

May 20: National be a Millionaire Day

Well, you probably can’t turn your guests into millionaires. However, you can certainly help your guests drink like one. While you can shine a spotlight on your super- and ultra-premium spirits, there’s another way: the Millionaire cocktail.

  • 2 oz. Bourbon
  • 0.75 oz. Grand Marnier
  • 0.25 oz. Absinthe or pastis
  • 0.5 oz. Grenadine
  • 0.5 oz. Egg white
  • 0.5 oz. Lemon juice, freshly squeezed
  • Freshly grated nutmeg to garnish

Prepare a coupe by adding ice to chill it. Dry shake all the ingredients, minus the nutmeg. Add ice and shake again until well chilled, then double-strain the prepared coupe. Garnish by grating nutmeg over the top of the glass.

Want to kick things up a notch? Offer the Billionaire cocktail:

  • 2 oz. Baker’s 107-proof bourbon
  • 1 oz. Lemon juice, freshly squeezed
  • 0.5 oz. Grenadine
  • 0.5 oz. Simple syrup
  • 0.25 oz. Absinthe bitters
  • Lemon wheel to garnish

Prepare a cocktail glass by adding ice to chill it. Add all ingredients except lemon wheel to a shaker with ice. Shake until well chilled, then strain into the cocktail glass. Garnish with a lemon wheel.

May 25: Sing Out Day

I mean, if there was ever a day to promote karaoke, this is the one. Even better if you can design a competition around it to maximize engagement.

May 26: World Lindy Hop Day

Alright, I’m going to do it—I’m going to suggest you leverage TikTok and Instagram. The Lindy Hop is a dance, I can tell you right now that there’s at least a fair chance that people will be featuring this dance (or variations of it) on social media. So, time for you, your team, and guests who want to participate to learn the Lindy Hop.

May 30: National Mint Julep Day

There are a few easy ways to celebrate National Mint Julep Day. The first, of course, is to perfect your venue’s Mint Julep. The second? Offer a variety of Mint Julep riffs: chocolate, peach, tequila, mezcal, sage, basil… Come up with three or four and your LTO is all set.

A third way is to feature this year’s Kentucky Derby $1,000 Mint Julep Experience recipe, Secretariat’s Mint Julep:

Pack a Julep cup with crushed ice, making sure to make a dome over the lip of the cup. Add the whiskey and liqueur to a mixing glass and stir. Pour over the prepared cup. Garnish with one sprig of mint and one stalk of Virginia bluebells. ($1,000 price tag optional.)

Image: Ivan Bertolazzi on Pexels

Restaurant Cafe Strategy Plans Consultant Agency Starting a New

Heroica Puebla de Zaragoza Puebla, Puebla, Mexico
by David Klemt David Klemt No Comments

Cinco de Mayo Isn’t Independence Day

Cinco de Mayo Isn’t Mexico’s Independence Day

by David Klemt

Heroica Puebla de Zaragoza Puebla, Puebla, Mexico

When planning and executing Cinco de Mayo promotions and menus it’s important to be respectful and understand what this day commemorates.

One step toward honoring this holiday rather than making a mockery of it? Knowing that Cinco de Mayo honors the Battle of Puebla, which took place in 1862.

This day isn’t—and I can’t stress this enough—Mexican Independence Day.

Fight for Independence

Mexican Independence Day is September 16, not May 5. Mexico was also called “New Spain” when the land was a colony under Spanish rule. And by most historical accounts, this 300-year rule wasn’t benevolent.

A Catholic priest named Miguel Hidalgo y Costilla, colloquially known as Father Hidalgo, dared to call for independence on September 16, 1810. Father Hidalgo rang the bell of his church in Dolores and delivered the famous “Grito de Dolores” speech (“Shout (or Cry) of Dolores).

It took over a decade of ferocious, brutal fighting for Mexico to earn its independence. Spain withdrew from the Mexican War of Independence on August 24, 1821. On that same date, Spain recognized Mexico as independent country. Mexico honors their independence by celebrating the day that Father Hidalgo, the Father of Mexican Independence, delivered his rousing speech.

Battle of Puebla

Just over four decades after defeating Spain, Mexico would be forced into another pivotal fight. I won’t get into the entire history here but France invaded Mexico.

Initially, Spain and the United Kingdom supported the invasion. Further, much of the world believed France would easily and quickly emerge victorious. After all, France sent a military force with superior equipment.

This wasn’t the first time France invaded Mexico, and it wouldn’t be the last. That’s another important detail to keep in mind: Cinco de Mayo isn’t Mexican Independence Day, and it doesn’t the mark the end of the Franco-Mexican War.

Cinco de Mayo, mainly celebrated in the Mexican state of Puebla, is about national pride. Outnumbered two to one and outgunned, Mexico forced the retreat of a military force that hadn’t experienced defeat for several decades on May 5, 1862.

The war didn’t end until the French withdrew from Mexico in 1867. During this time, the American Civil War was raging. Additionally, United States policy at the time was to remain neutral regarding wars in other countries. That said, historians point to Secretary of State William H. Seward as helping encourage France’s withdrawal.

However, I’d posit that it’s likely fierce resistance and failure to achieve victory easily over Mexican military forces that inspired France to abandon their campaign in Mexico.

Celebrate with Respect

It’s generally accepted that the first Cinco de Mayo celebrations in the US took place in California. Well over a century after Mexico’s victory at the Battle of Puebla, restaurants and bars across America were leveraging the holiday.

Again, it’s important to remember that Cinco de Mayo isn’t celebrated the same way in Mexico as it is the US. There are celebrations in Puebla but overall, it’s seen as a minor holiday.

When planning Cinco de Mayo promotions, it’s important that operators and their teams be respectful. May 5, 1862 wasn’t a party—hundreds of people died during the Battle of Puebla. Perhaps this comparison will help: Americans should know better than to say, “Happy Memorial Day,” on Memorial Day. It’s a day of mourning and remembering those who sacrificed their lives fighting for the country.

So, please celebrate with respect. Respect for Mexico and respect for Mexican culture and heritage. Don’t have your team put on sombreros, don fake mustaches, shake maracas, or engage in any other ridiculously racist stereotyping. I shouldn’t have to say this but don’t engage with racial or cultural stereotypes any day, ever, for your marketing and promotions.

Along those lines, don’t speak Spanish disrespectfully. That includes rejecting “Cinco de Drinko” or “Gringo de Mayo” in your marketing.

That said, if Mexican food and beverage staples make sense for your concept, feature them. Does your kitchen team make amazing, authentic tamales, tacos, and other items? Awesome. Showcase your tequilas, mezcals, and Margaritas. Offer the Batanga (but probably don’t give guests the knife).

Just be thoughtful and respectful with your Cinco de Mayo promotions.

Image: Jorge__ Medina_ on Pexels

KRG Hospitality Start-Up Restaurant Bar Hotel Consulting Consultant Solutions Plans Services

Nikka Whisky Yoichi Single Malt 10 Year Old bottle
by David Klemt David Klemt No Comments

Nikka Age Statement Whiskey Returns to US

Nikka Age Statement Whiskey Returns to US

by David Klemt

Nikka Whisky Yoichi Single Malt 10 Year Old bottle

After an eight-year hiatus, Nikka is bringing age-statement whisky back to the United States, starting with Yoichi Single Malt 10-Year-Old.

Operators with robust whisky programs, their guests, and collectors will recall what happened back in 2015. That was the year that Nikka’s Yoichi age statement whisky line was shelved. The Yoichi portfolio’s stars—10, 12, 15 and 20 Year Old whiskies—were replaced by an expression labeled “No Age Statement.”

Interestingly, we can trace the withdrawal of age-statement Japanese whisky and disappearance of iconic bottles to the 1980s. In response to a slowdown in demand, Japanese distillers reduced production. While that move helped deal with the drop in demand and sales, there would be consequences decades later.

Eventually, the world discovered some of the most iconic whiskies on the planet: Hibiki 12 and 17, Yamazaki 12 and 18, and the aforementioned Yoichi 15 and 20.

Of course, the rabid demand for Japanese age statement whiskies resulted in an extinction event, of sorts. The reduced production that gave the world some of the most amazing luxury whiskies ever known, coupled with intense (and likely unforeseen) demand, eventually put distilleries in dire straits.

Simply put, Japanese distillers needed time to replenish their precious liquids. So, for several years, whisky lovers have been waiting for new aged-statement whiskies from Japan. Around 2017, articles and blog posts started sounding the alarm. Whisky experts told us we’d have to wait at least five years to see the return of age-statement expressions. And, as Nikka’s announcement shows, they were right.

To be clear, no-age-statement expressions have proven themselves compelling portfolio-mates during our wait. However, seeing a bonafide return to age statement whiskies is exciting.

Yoichi Single Malt 10-Year-Old

Not only is Nikka returning to age statements, they’re paying tribute with this 10-year-old release, a brand-new addition to the portfolio. Yoichi Single Malt 10-Year-Old commemorates Yoichi Distillery attaining “Important Cultural Properties” status.

More specifically, ten buildings on the grounds of Yoichi Distillery earned this important designation. Ten buildings, ten years of aging.

“We are honored for the Yoichi Distillery to receive this designation from Japan’s Agency for Cultural Affairs. This designation helps ensure we will pass on the history of Japanese whisky to future generations,” says Emiko Kaji, Nikka Whisky global marketing and sales general manager. “To celebrate this special honor, we welcomed the return of Nikka Whisky aged statements and released the Yoichi Single Malt 10-Year-Old, a new expression created by the current blenders.”

 

View this post on Instagram

 

A post shared by Nikka Whisky (@nikkawhiskyusa)

This new, 45-percent ABV expression will be available in limited quantities. However, Nikka says the production will be “ongoing” and release on an annual basis. The suggested retail price is $175.

“A momentous moment for Nikka Whisky, we are so excited to bring the release of Yoichi Single Malt 10-Year-Old to the US,” says Dan Leese, CEO and president of Hotaling & Co. “As Nikka Whisky looks to celebrate its 90th anniversary in 2024, this release is a testament to their historical significance in the world of whisky and a preview of what’s to come as they continue to build and enrich their traditional range.”

Momentous, indeed. I’m eager to see more age-statement expressions become available throughout North America. Yoichi 10 is a fantastic start.

Image: Nikka Whisky

KRG Hospitality spirit education

Neon sign in red that reads "Cocktails"
by David Klemt David Klemt No Comments

TOTCF Names 2023 Spirited Award Honorees

TOTCF Names 2023 Spirited Award Honorees

by David Klemt

Neon sign in red that reads "Cocktails"

The Tales of the Cocktail Foundation has announced the 17th annual Spirited Awards honorees, organized into several regions.

Unless otherwise noted, each award category recognizes ten honorees. Categories include best cocktail bar, best restaurant bar, best hotel bar, best new bar, and best bar team.

Additionally, I have to say that I’m impressed by how the TOTCF further recognized several global regions. There’s the United States, of course, separated into three regions of its own. Then there’s Asia Pacific, Canada, Europe, Latin America and the Caribbean, and Middle East and Africa.

I’m focusing on three specific regions for this article: the US, Canada, and Latin America and the Caribbean. This decision comes from that fact those are KRG Hospitality’s three main areas of operation. But don’t worry, Asia Pacific, Europe, and Middle East and Africa: we’re coming for you, too.

To review the list in its entirety, please click here.

Unsurprisingly, Austin, Chicago, Las Vegas (our US headquarters), Nashville, New Orleans, New York, Phoenix, San Francisco, and Washington, DC are well represented. However, it’s refreshing to see other markets recognized, such as Portland, Maine, and Brookline, Massachusetts. Montreal, Toronto (our Canadian headquarters), Vancouver do Canada proud, of course.

Congratulations to this year’s honorees! Cheers!

Best US Cocktail Bar: US Central

  • Bordel (Chicago, Illinois)
  • DrinkWell (Austin, Texas)
  • Estereo (Chicago, Illinois)
  • Julep (Houston, Texas)
  • Kiesling (Detroit, Michigan)
  • Manolito (New Orleans, Louisiana)
  • Nickel City (Austin, Texas)
  • Sparrow (Chicago, Illinois)
  • Sportsman’s Club (Chicago, Illinois)
  • The Roosevelt Room (Austin, Texas)

Best US Cocktail Bar: US East

  • Bar Goto (New York, New York)
  • barmini by José Andrés (Washington, DC)
  • Dear Irving Gramercy (New York, New York)
  • Double Chicken Please (New York, New York)
  • Old Glory (Nashville, Tennessee)
  • Overstory (New York, New York)
  • Pearl Diver (Nashville, Tennessee)
  • Portland Hunt + Alpine Club (Portland, Maine)
  • Serenata (Washington, DC)
  • Service Bar (Washington, DC)
  • Sunken Harbor Club (Brooklyn, New York)

Best U.S. Cocktail Bar: US West

  • Bitter & Twisted Cocktail Parlour (Phoenix, Arizona)
  • Century Grand (Phoenix, Arizona)
  • Foreign National (Seattle, Washington)
  • Navy Strength (Seattle, Washington)
  • Raised by Wolves (San Diego, California)
  • Rum Club (Portland, Oregon)
  • Thunderbolt (Los Angeles, California)
  • Trick Dog (San Francisco, California)
  • True Laurel (San Francisco, California)
  • Wildhawk (San Francisco, California)
  • Yacht Club (Denver, Colorado)

Best US Restaurant Bar: US Central

  • Arnaud’s French 75 Bar (New Orleans, Louisiana)
  • Bakery Bar (New Orleans, Louisiana)
  • Grey Ghost (Detroit, Michigan)
  • Kumiko (Chicago, Illinois)
  • Lengua Madre (New Orleans, Louisiana)
  • Maple and Ash (Chicago, Illinois)
  • Margot’s (New Orleans, Louisiana)
  • Mister Mao (New Orleans, Louisiana)
  • Monteverde (Chicago, Illinois)
  • Spoon and Stable (Minneapolis, Minnesota)
  • The Hope Farm (Fairhope, Alabama)
  • The Lounge at MARCH (Houston, Texas)

Best US Restaurant Bar: US East

  • Blossom Bar (Brookline, Massachusetts)
  • Bresca (Washington, DC)
  • Café La Trova (Miami, Florida)
  • COTE Korean Steakhouse (New York, New York)
  • Crown Shy (New York, New York)
  • Gramercy Tavern (New York, New York)
  • Jaguar Sun (Miami, Florida)
  • Macchialina (Miami, Florida)
  • Manhatta (New York, New York)
  • The Grey (Savannah, Georgia)

Best US Restaurant Bar: US West

  • Accomplice Bar (Los Angeles, California)
  • Bar Agricole (San Francisco, California)
  • Bicyclette (Los Angeles, California)
  • Cleaver: Butchered Meats, Seafood & Classic Cocktails (Las Vegas, Nevada)
  • L’Oursin (Seattle, Washington)
  • Lolo (San Francisco, California)
  • Palomar (Portland, Oregon)
  • Redbird (Las Vegas, Nevada)
  • Valentine (Phoenix, Arizona)
  • Viridian (Oakland, California)

Best US Hotel Bar: US Central

  • Bar Marilou at the Maison de la Luz (New Orleans, Louisiana)
  • Catbird at the Thompson Hotel (Dallas, Texas)
  • Chandelier Bar at the Four Seasons New Orleans (New Orleans, Louisiana)
  • Hot Tin at the Pontchartrain Hotel (New Orleans, Louisiana)
  • Lazy Bird at The Hoxton (Chicago, Illinois)
  • loa at the International House (New Orleans, Louisiana)
  • Midnight Rambler at The Joule (Dallas, Texas)
  • The Bar at Hotel Zachary (Chicago, Illinois)
  • The Elysian Bar at the Hotel Peter and Paul (New Orleans, Louisiana)
  • Vol. 39 at The Kimpton Gray Hotel (Chicago, Illinois)

Best US Hotel Bar: US East

  • Allegory at the Eaton Hotel (Washington, DC)
  • Champagne Bar at The Surf Club Miami (Miami, Florida)
  • Dear Irving on Hudson at the Aliz Hotel (New York, New York)
  • El Quijote at Hotel Chelsea (New York, New York)
  • Minibar at The Meridian Hotel (Miami, Florida)
  • Orilla Bar & Grill at the Urbanica the Euclid Hotel (Miami Beach, Florida)
  • Panorama Room at Graduate Hotel Roosevelt Island (New York, New York)
  • Raines Law Room at the William (New York, New York)
  • White Limozeen at The Graduate (Nashville, Tennessee)
  • Zou Zou’s at the Pendry Manhattan West (New York, New York)

Best US Hotel Bar: US West

  • Anasazi Bar and Lounge at the Rosewood Inn of the Anasazi (Santa Fe, New Mexico)
  • ARDOR at The West Hollywood EDITION (West Hollywood, California)
  • Del Rey at Villa Royale (Palm Springs, California)
  • Hey Love at The Jupiter (Portland, Oregon)
  • Legacy Club at Circa (Las Vegas, Nevada)
  • Libertine Social at the Mandalay Bay (Las Vegas, Nevada)
  • Little Rituals at the Residence Inn/Courtyard by Marriott (Phoenix, Arizona)
  • Mountaineering Club at the Graduate Seattle Hotel (Seattle, Washington)
  • Overlook Lounge, Aperitifs & Spirits at the Wynn (Las Vegas, Nevada)
  • Ski Lodge at The Cosmopolitan (Las Vegas, Nevada)

Best New US Cocktail Bar: US Central

  • Adiós Bar (Birmingham, Alabama)
  • Bandista at the Four Seasons (Houston, Texas)
  • Dovetail Bar at the Schaeffer Hotel (New Orleans, Louisiana)
  • EZ’s Liquor Lounge (Houston, Texas)
  • In Plain Sight (Austin, Texas)
  • Nine Bar (Chicago, Illinois)
  • Penny Drip (Fort Wayne, Indiana)
  • Refuge (Houston, Texas)
  • The Elm (Bloomington, Indiana)
  • The Meadowlark (Chicago, Illinois)

Best New US Cocktail Bar: US East

  • Amazonia (Washington DC)
  • Chez Zou (New York, New York)
  • Church (Baltimore, Maryland)
  • Lobby Bar at The Hotel Chelsea (New York, New York)
  • Martiny’s (New York, New York)
  • Marygold’s Brasserie at the Arlo Wynwood (Miami, Florida)
  • Milady’s (New York, New York)
  • Nubeluz at The Ritz-Carlton New York, NoMad (New York, New York)
  • Swan Room at Nine Orchard (New York, New York)
  • The Danforth (Portland, Maine)
  • The Gibson Room (Miami, Florida)

Best New US Cocktail Bar: US West

  • Baby Gee (Long Beach, California)
  • Capri Club (Los Angeles, California)
  • Dalva (San Francisco, California)
  • For The Record (San Francisco, California)
  • Here Today Brewery & Kitchen (Seattle, Washington)
  • Khla (Phoenix, Arizona)
  • Pacific Standard + The Sunset Room at the KEX Portland (Portland, Oregon)
  • The Butterscotch Den (Sacramento, California)
  • The Let’s Go Disco and Cocktail Club (Los Angeles, California)
  • UnderTow (Gilbert, Arizona)

Best International Cocktail Bar: Canada

  • Atwater Cocktail Club (Montreal, Québec)
  • Bar Mordecai (Toronto, Ontario)
  • Bar Pompette (Toronto, Ontario)
  • Civil Liberties (Toronto, Ontario)
  • Cry Baby Gallery (Toronto, Ontario)
  • El Pequeño Bar (Montreal, Québec)
  • Milky Way Cocktail Bar (Montreal, Québec)
  • Mother Cocktail Bar (Toronto, Ontario)
  • The Cloakroom Bar (Montreal, Québec)
  • The Keefer Bar (Vancouver, British Columbia)

Best International Cocktail Bar: Latin America & Caribbean (LATAM&C)

  • ALQUÍMICO (Cartagena, Colombia)
  • Baltra Bar (Mexico City, Mexico)
  • Café de Nadie (Mexico City, Mexico)
  • Chintoneria (Buenos Aires, Argentina)
  • El Barón Cafe & Cocktail Bar (Cartagena, Colombia)
  • El Gallo Altanero (Guadalajara, Mexico)
  • Handshake Speakeasy (Mexico City, Mexico)
  • Las Brujas (Mexico City, Mexico)
  • Pocket (San Jose, Costa Rica)
  • Tres Monos (Buenos Aires, Argentina)

Best International Restaurant Bar: Canada

  • Aloette (Toronto, Ontario)
  • Bar Kismet (Halifax, Nova Scotia)
  • Highwayman Restaurant & Bar (Halifax, Nova Scotia)
  • Honō Izakaya (Québec City, Québec)
  • Kissa Tanto (Vancouver, British Columbia)
  • Le Majestique (Montreal, Québec)
  • Le Swan French Diner (Toronto, Ontario)
  • Published on Main (Vancouver, British Columbia)
  • The Ostrich Club (Halifax, Nova Scotia)
  • Wind Cries Mary (Victoria, British Columbia)

Best International Restaurant Bar: Latin America & Caribbean (LATAM&C)

  • ARCA Tulum (Tulum, Mexico)
  • Aruba Day Drinking Bar (Tijuana, Mexico)
  • Casa Prunes (Mexico City, Mexico)
  • COCHINCHINA (Buenos Aires, Argentina)
  • Huset Cocina de Campo (Mexico City, Mexico)
  • Lady Bee (Lima, Peru)
  • La Sala de Laura (Bogotá, Colombia)
  • Mesa Franca (Bogotá, Colombia)
  • SubAstor (São Paolo, Brazil)
  • Tan Tan (São Paolo, Brazil)

Best International Hotel Bar: Canada

  • 1927 Lobby Lounge at the Rosewood Hotel Georgia (Vancouver, British Columbia)
  • Bar Artéfact at Auberge Saint-Antoine Hotel (Québec City, Québec)
  • Botanist at the Fairmont Pacific Rim Hotel (Vancouver, British Columbia)
  • Clive’s Classic Lounge at the Chateau Victoria Hotel (Victoria, British Columbia)
  • Clockwork Champagne & Cocktails at the Fairmont Royal York Hotel (Toronto, Ontario)
  • Library Bar at the Fairmont Royal York (Toronto, Ontario)
  • Lobby Lounge and RawBar at Fairmont Pacific Rim (Vancouver, British Columbia)
  • Marcus Restaurant + Terrace at the Four Seasons Hotel (Montreal, Québec)
  • Rundle Bar at the Fairmont Banff Springs (Banff, Alberta)
  • The Courtney Room at the Magnolia Hotel (Victoria, British Columbia)

Best International Hotel Bar: Latin America & Caribbean (LATAM&C)

  • BEKEB at the Hotel Casa Hoyos (San Miguel de Allende, Mexico)
  • Celajes Lounge Bar at Hotel Belmar (Monteverde, Costa Rica)
  • Fifty Mils at the Four Seasons Hotel (Mexico City, Mexico)
  • Hotel B Relais & Châteaux (Lima, Peru)
  • Mi Amor Bar at the Mi Amor Hotel (Tulum, Mexico)
  • Mezcaleria Gota Gorda at the Boutique Hotel Soiree (Playa Zipolite, Mexico)
  • Mulberry Project at La Zebra Hotel (Tulum, Mexico)
  • Nobu at the Nobu Hotel Los Cabos (Cabo San Lucas, Mexico)
  • Rum Room at Rosewood Little Dix Bay (British Virgin Islands)
  • Zapote Bar at the Rosewood Mayakoba (Playa del Carmen, Mexico)

Best New International Cocktail Bar: Canada*

  • Bagheera (Vancouver, British Columbia)
  • Bar Banane (Toronto, Ontario)
  • Friendlies Bar (Vancouver, British Columbia)
  • Mount Pleasant Vintage & Provision (Vancouver, British Columbia)
  • Sidecar (Ottawa, Ontario)
  • Simpl Things (Toronto, Ontario)
  • Stolen Goods (Ottawa, Ontario)
  • The Stock Room (Vancouver, British Columbia)
*8 nominees due to the number of nominations received.

Best New International Cocktail Bar: Latin America & Caribbean (LATAM&C)

  • CATA Agave Bar (Tamarindo, Costa Rica)
  • Comeré (Oaxaca, Mexico)
  • Door No.4 (Georgetown, Cayman Islands)
  • Jardín Tragos y Pasteles (Bogotá, Colombia)
  • Juliana (Guayaquil, Ecuador)
  • Library by the Sea at The Kimpton Seafire Resort (Seven Mile Beach, Cayman Islands)
  • Mamba Negra (Medellín, Colombia)
  • Mulberry Project at Tribu Hostel (Holbox, Mexico)
  • Rayo Cocktail Bar (Mexico City, Mexico)
  • Sastreria Martinez (Lima, Peru)

Best US Bar Team: US Central

  • Arnaud’s French 75 Bar (New Orleans, Louisiana)
  • DrinkWell (Austin, Texas)
  • Grey Ghost (Detroit, Michigan)
  • Half Step (Austin, Texas)
  • Lazy Bird at The Hoxton (Chicago, Illinois)
  • Nickel City (Austin, Texas)
  • Porco Lounge & Tiki Bar (Cleveland, Ohio)
  • Standby (Detroit, Michigan)
  • The Roosevelt Room (Austin, Texas)
  • Three Dots and a Dash & The Bamboo Room (Chicago, Illinois)

Best US Bar Team: US East

  • Allegory at the Eaton Hotel (Washington, DC)
  • Attaboy Nashville (Nashville, Tennessee)
  • Bar Belly (New York, New York)
  • Clover Club (Brooklyn, New York)
  • Double Chicken Please (New York, New York)
  • Hawksmoor (New York, New York)
  • LPM Restaurant & Bar Miami (Miami, Florida)
  • Overstory (New York, New York)
  • Service Bar (Washington, DC)
  • The Fox Bar & Cocktail Club (Nashville, Tennessee)

Best US Bar Team: US West

  • Century Grand (Phoenix, Arizona)
  • Happy Accidents (Albuquerque, New Mexico)
  • Highball Cocktail Bar (Phoenix, Arizona)
  • Pacific Cocktail Haven (San Francisco, California)
  • Paper Plane (San Jose, California)
  • The Snug (Sacramento, California)
  • True Laurel (San Francisco, California)
  • UnderTow (Phoenix, Arizona)
  • Viridian Bar (Oakland, California)
  • Williams & Graham (Denver, Colorado)
  • Yacht Club (Denver, Colorado)

Best International Bar Team: Canada

  • Atwater Cocktail Club (Montreal, Québec)
  • BarChef (Toronto, Ontario)
  • Civil Liberties (Toronto, Ontario)
  • Clive’s Classic Lounge at the Chateau Victoria Hotel (Victoria, British Columbia)
  • Dear Friend Bar (Dartmouth, Nova Scotia)
  • Laowai (Vancouver, British Columbia)
  • Lobby Lounge and RawBar at Fairmont Pacific Rim (Vancouver, British Columbia)
  • Published on Main (Vancouver, British Columbia)
  • The Cloakroom Bar (Montreal, Québec)
  • The Keefer Bar (Vancouver, British Columbia)

Best International Bar Team: Latin America & Caribbean (LATAM&C)

  • ALQUÍMICO (Cartagena, Colombia)
  • Café de Nadie (Mexico City, Mexico)
  • Chintoneria (Buenos Aires, Argentina)
  • El Barón Cafe & Cocktail Bar (Cartagena, Colombia)
  • Handshake Speakeasy (Mexico City, Mexico)
  • Hanky Panky (Mexico City, Mexico)
  • Las Brujas (Mexico City, Mexico)
  • La Factoria (San Juan, Puerto Rico)
  • La Uat (Buenos Aires, Argentina)
  • Tres Monos (Buenos Aires, Argentina)

Image: Luciann Photography on Pexels

Classic Cointreau Margarita in landscape orientation
by David Klemt David Klemt No Comments

Celebrate 75 Years of the Margarita

Celebrate 75 Years of the Margarita

by David Klemt

Classic Cointreau Margarita in landscape orientation

Cointreau is inviting you and your guests to celebrate the 75th anniversary of one of the most iconic cocktails on the planet: the Margarita.

That’s not hyperbole, by the way. While the cocktail is famously number one in the US, it’s also the top tipple in a number of other countries.

Focusing on the US, the Margarita certainly sees challenges to the cocktail throne. The Manhattan, Moscow Mule, and Martini have all taken shots at wearing the crown. In fact, the Martini is, as of 2022, sitting in the number two position.

So, there’s an excellent chance that right now, none of what I’ve written underneath the first sentence has registered with a certain type of reader. Declaring that 2023 is the 75th anniversary of the Margarita may have some people apoplectic right now.

Why’s that? Well, it’s because I’m implying that the origin of the Margarita is settled history. This is something that I love about cocktails: the origin stories of the classic cocktails. With few exceptions and modern cocktails, most cocktail origins are shrouded in mystery. Personally, I enjoy the fact that a single drink can give us so many stories and so much to argue about.

Cointreau believes the Margarita can be traced back to Acapulco. The story goes that Margarita Sames, a Dallas socialite, either requested a signature cocktail or created one herself for a party at her vacation home in Mexico. It’s said that her favorite spirits were tequila and Cointreau. As legend has it, Tommy Hilton was partaking in the festivities in Acapulco and enjoyed the cocktail. He added it to the menus at Hilton properties and there you have it—the Margarita started its journey toward securing the cocktail throne.

75 Years

We celebrate the Margarita on February 22 each year. However, the opportunity to showcase your Margarita(s) doesn’t end there.

One of these opportunities is coming up: Cinco de Mayo. This year, May 5 falls on a Friday. That gives you an entire weekend (or week leading up to the weekend of May 5) to feature an LTO menu of Margaritas.

Celebrating the Margarita also gives you and your teams the chance to upsell guests via premium, super-premium, and ultra-premium tequila options.

However, you and your guests can start celebrating this classic today via the Cointreau Margarita Pledge. Simply point guests who order a Margarita made with Cointreau to this website and they’ll have the chance to win a portion of $75,000. Each winner will be awarded $20 by Cointreau to help them celebrate Cinco de Mayo with a Margarita.

Of course, your front-of-house team should also encourage guests to snap a photo of their Margaritas and tag your restaurant or bar (and Cointreau) when posting to social media.

Below, you’ll find three Margarita recipes from Cointreau, along with an alcohol-free recipe. Cheers!

The Original Margarita by Cointreau

The Original Margarita

  • 1 oz. Cointreau 
  • 2 oz. Blanco tequila 
  • 1 oz. Fresh lime juice 
  • Lime wheel to garnish

Combine all ingredients in a shaker and add ice. Shake and strain into a salt-rimmed rocks glass. Garnish with a lime wheel.

The Spicy Margarita by Cointreau

The Spicy Margarita

  • 2 oz. Blanco tequila 
  • 1 oz. Cointreau
  • 0.75 oz. Fresh lime juice 
  • 2 Slices of jalapeño 
  • 2 Sprigs of fresh cilantro 
  • Jalapeño to garnish
  • Lime wheel to garnish

Combine all ingredients in a cocktail shaker. Add ice and shake until well-chilled. Strain into a chilled Old Fashioned glass. Garnish with jalapeño pepper. Garnish with a lime wheel.

The Frozen Margarita by Cointreau

The Frozen Margarita

  • 1 oz. Cointreau 
  • 2 oz. Blanco tequila 
  • 1 oz. Fresh lime juice 
  • 0.25 oz. Simple syrup 
  • Lime wheel to garnish

Add all ingredients to a high-powered blender and blend to combine. Pour into salt-rimmed Margarita glass. Garnish with lime wheel.

Lyre's non-alcoholic tequila alternatives

Alcohol-free Classic Margarita

There are a couple non-alcohol brands that make adding a zero-proof Margarita to your menu simple. One such brand is Lyre’s, the Australian brand projected to one day be worth one billion dollars.

Not only does Lyre’s produce two tequila alternatives, they also make an alcohol-free triple sec. So, it really doesn’t get any easier to offer a premium non-alcohol Margarita that can justify a premium price.

An important note: Lyre’s is not an affiliate or portfolio-mate of Cointreau. I’m mentioning them here so that guests who aren’t consuming alcohol for any reason can still partake in celebrating the Margarita.

Shake briefly with ice. Fine strain into glass. Half salt-rimmed cocktail coupette. Garnish with lime wedge.

Cointreau images courtesy of Cointreau. Alcohol-free Classic Margarita image: Lyre’s.

Red cocktail on white shelf
by David Klemt David Klemt No Comments

We ask Bard to Write Cocktail Menus

We ask Bard to Write Cocktail Menus

by David Klemt

Red cocktail on white shelf

Asking Google’s Bard chatbot to write a couple cocktail menus—including recipes and prices—delivers some interesting results.

To be honest, by “interesting” I mean “shrug-inducing.” None of the menus are what I would deem creative.

Think about the basic cocktails you expect to see on any menu and you’ll have an idea of what to expect below.

Are you able to help restaurant and bar operators create their menus?

Yes, I can help restaurant and bar operators create their menus. I can access and process information from the real world through Google Search and keep my response consistent with search results. For example, if you ask me to create a menu for a restaurant that serves Italian food, I can research popular Italian dishes and ingredients, and then create a menu that incorporates those dishes and ingredients. I can also help you to price your menu, and to create marketing materials for your menu.

Here are some tips for creating a menu that is both appealing and profitable:

  • Choose a theme or concept for your menu. This will help you to narrow down your choices and to create a menu that is cohesive.
  • Research popular dishes and ingredients. What are people eating in other restaurants? What are the latest trends?
  • Create a menu that is both affordable and profitable. You want to make sure that you are charging enough to cover your costs, but you also want to make sure that your prices are not too high.
  • Use high-quality ingredients. This will help to ensure that your food tastes good and that your customers come back for more.
  • Be creative and innovative. Don’t be afraid to experiment with new dishes and ingredients.
  • Promote your menu. Use social media, print advertising, and other marketing channels to get the word out about your menu.

Please write me a cocktail menu with ten creative drinks for a modern steakhouse—including prices—located in Toronto, Ontario, Canada.

Sure, here is a cocktail menu with ten creative drinks for a modern steakhouse located in Toronto, Ontario, Canada, with prices:

1. The Old Fashioned

A classic American cocktail made with whiskey, sugar, and bitters.

  • 2 oz. Canadian Whiskey
  • 1/2 oz. simple syrup
  • 4 dashes bitters
  • Garnish: orange twist
  • Price: $15

2. The Manhattan

A classic American cocktail made with whiskey, sweet vermouth, and bitters.

  • 2 oz. Canadian Whiskey
  • 1 oz. sweet vermouth
  • 2 dashes bitters
  • Garnish: cherry
  • Price: $18

3. The Margarita

A classic Mexican cocktail made with tequila, lime juice, and triple sec.

  • 2 oz. Canadian Tequila
  • 1 oz. lime juice
  • 1 oz. triple sec
  • Garnish: lime wedge
  • Price: $14

4. The Daiquiri

A classic Cuban cocktail made with rum, lime juice, and simple syrup.

  • 2 oz. Canadian Rum
  • 1 oz. lime juice
  • 1/2 oz. simple syrup
  • Garnish: lime wedge
  • Price: $16

5. The Cosmopolitan

A refreshing and flavorful cocktail made with vodka, cranberry juice, Cointreau, and lime juice.

  • 2 oz. Canadian Vodka
  • 2 oz. cranberry juice
  • 1 oz. Cointreau
  • 1 oz. lime juice
  • Garnish: lime wedge
  • Price: $17

6. The Sex on the Beach

A fruity and refreshing cocktail made with vodka, peach schnapps, cranberry juice, and orange juice.

  • 2 oz. Canadian Vodka
  • 1 oz. peach schnapps
  • 2 oz. cranberry juice
  • 2 oz. orange juice
  • Garnish: orange slice
  • Price: $18

7. The Bellini

A refreshing and flavorful cocktail made with prosecco, peach puree, and simple syrup.

  • 4 oz. prosecco
  • 2 oz. peach puree
  • 1 oz. simple syrup
  • Garnish: peach slice
  • Price: $19

8. The Kir Royal

A refreshing and flavorful cocktail made with prosecco and crème de cassis.

  • 4 oz. prosecco
  • 1 oz. crème de cassis
  • Garnish: lemon twist
  • Price: $20

9. The Mimosa

A refreshing and flavorful cocktail made with champagne and orange juice.

  • 4 oz. champagne
  • 4 oz. orange juice
  • Garnish: orange slice
  • Price: $21

10. The Bloody Mary

A spicy and flavorful cocktail made with vodka, tomato juice, and spices.

  • 2 oz. Canadian Vodka
  • 4 oz. tomato juice
  • 1 oz. Worcestershire sauce
  • 1 oz. lemon juice
  • 1 oz. hot sauce
  • Garnish: celery stalk
  • Price: $22

These cocktails are sure to please your guests and add a touch of sophistication to your steakhouse.

Please write me a cocktail menu with ten creative drinks for a modern Italian restaurant—including prices—located in Las Vegas, Nevada, off the Strip.

Here is a cocktail menu with ten creative drinks for a modern Italian restaurant located in Las Vegas, Nevada, off the Strip:

1. The Gondolier

A refreshing and flavorful cocktail made with prosecco, Aperol, and lemon juice.

  • 2 oz. prosecco
  • 1 oz. Aperol
  • 1/2 oz. lemon juice
  • 1/4 oz. simple syrup
  • Club soda
  • Garnish: lemon twist
  • Price: $15

2. The Martini

A classic Italian cocktail made with gin and dry vermouth.

  • 2 oz. gin
  • 1 oz. dry vermouth
  • Garnish: lemon twist
  • Price: $17

3. The Negroni

A bitter and refreshing cocktail made with gin, Campari, and sweet vermouth.

  • 2 oz. gin
  • 1 oz. Campari
  • 1 oz. sweet vermouth
  • Garnish: orange twist
  • Price: $19

4. The Spritz

A refreshing and light cocktail made with prosecco, Aperol, and club soda.

  • 3 oz. prosecco
  • 1 oz. Aperol
  • 4 oz. club soda
  • Garnish: orange twist
  • Price: $15

5. The Americano

A refreshing and light cocktail made with Campari, sweet vermouth, and club soda.

  • 2 oz. Campari
  • 1 oz. sweet vermouth
  • 4 oz. club soda
  • Garnish: orange twist
  • Price: $17

6. The Limoncello

A sweet and refreshing cocktail made with limoncello, prosecco, and club soda.

  • 2 oz. limoncello
  • 3 oz. prosecco
  • 4 oz. club soda
  • Garnish: lemon twist
  • Price: $15

7. The Margarita

A classic Mexican cocktail made with tequila, lime juice, and triple sec.

  • 2 oz. tequila
  • 1 oz. lime juice
  • 1 oz. triple sec
  • Garnish: lime wedge
  • Price: $19

8. The Daiquiri

A classic Cuban cocktail made with rum, lime juice, and simple syrup.

  • 2 oz. rum
  • 1 oz. lime juice
  • 1/2 oz. simple syrup
  • Garnish: lime wedge
  • Price: $21

9. The Old Fashioned

A classic American cocktail made with whiskey, sugar, and bitters.

  • 2 oz. whiskey
  • 1/2 oz. simple syrup
  • 4 dashes bitters
  • Garnish: orange twist
  • Price: $23

10. The Manhattan

A classic American cocktail made with whiskey, sweet vermouth, and bitters.

  • 2 oz. whiskey
  • 1 oz. sweet vermouth
  • 2 dashes bitters
  • Garnish: cherry

Takeaways

The first thing I’ll say is that these menus are…fine. There’s nothing wrong with populating a cocktail menu with classics. After all, classics are the go-to for a large portion of guests.

However, I wouldn’t call any of the recipes above creative. And I certainly don’t think they’d blow anyone’s mind. I also call into question some of the specs. For example, a Negroni “should be” a 1:1:1 ratio.

Then there’s the Bloody Mary for a Toronto steakhouse. I’m not trying to speak for an entire population but that should be a Caesar. Additionally, this family of drinks should come with an array of add-ons for customization and personalization.

And what about that $18 Sex on the Beach? I don’t think I’d ever recommend that for an upscale steakhouse. If anything, I’d suggest a Porn Star Martini instead.

I don’t know what Bard would recommend for pricing the Manhattan since the chatbot didn’t include that detail. I’m guessing somewhere between $20 and $23.

Speaking of pricing, it’s fair to assume that Bard aggregated menu prices, averaged them, and spat out the results of its calculations. That may seem helpful but operators should bear a few things in mind when determining pricing:

  • ingredient costs;
  • labor costs;
  • target margins;
  • what specific markets and target guests will tolerate and sustain; and
  • dynamic menu pricing to address fluctuating costs.

Going back to the drinks themselves, it’s important for operators to consider the trends toward premiumization and luxury; signature cocktails; “owning” a specific drink or family of drinks; and speed, consistency, and presentation.

Artificial intelligence can tell you what’s trending online. But can it create real-world cocktail menus that will attract guests, drive traffic, and generate revenue? In my opinion, no—that’s still the realm of experienced and creative bar professionals.

Image: Timothé Durand on Unsplash

KRG Hospitality Beverage Programming

Person writing down notes
by David Klemt David Klemt No Comments

Sticking to Your Standards

The Importance of Sticking to Your Standards

by David Klemt

Person writing down notes

One crucial task for all restaurant, bar, nightclub, and hotel operators is to set the acceptable standards and commit to maintaining them.

Hospitality operations are subject to an interesting paradox. We’re all told to prepare for things to go sideways during any given shift. We’re also told that adhering to our standards of service will help us weather a storm of challenges. Oftentimes, however, the first thing to slip at the first sign of trouble is: our standards.

When a client signs on with KRG Hospitality, they are given the task of identifying their core values. There’s an exercise for this key development step; it’s part of our standards.

Your core values inform your standards (and so much more): leadership team standards; front- and back-of-house team member standards; and standards of service. Additionally, you should spell out these standards during the onboarding process, utilizing an employee manual—which new hires must sign and date—and practical training.

It’s absolutely crucial that you and your team commit to your standards fully. They’re inviolable, what both KRG president Doug Radkey and Chef Brian Duffy call your “non-negotiables” during speaking engagements and when working with clients.

Are people going to make mistakes, including you? Yes. On occasion, a standard is going to slip. The key is understanding that maintaining standards helps reduce these occasions; panicking and allowing them to slip just drops us deeper into quicksand.

Someone on the team is going to miss a service step. Something will occur during a shift that’s not up to standards. What’s important in those moments is the ability for the team to recognize the slip quickly and correct course immediately.

Setting Standards

There are different ways for operators to select their standards. The example I provide at the top of this article is one approach KRG implements.

Michael Tipps, co-founder of Invictus Hospitality and friend of KRG Hospitality, has an intriguing approach of his own. He shared this during the 2023 Bar & Restaurant Expo in Las Vegas.

“Standards separate operators and their teams,” says Tipps. While he doesn’t encourage operators to look at every other operator in their market as competition, he does advocate for differentiation.

Tipps shared a three-step approach to standards. (Step two, by the way, is the one I find intriguing.)

  1. Create your standards. Again, there are different approaches.
  2. Pick your committee. I’m going to explain this further.
  3. Set standards against the grandest vision of your venue.

So, what does it mean to “pick your committee”? Well, it means surrounding yourself with people you respect…real or imagined. As Tipps explained during BRE, he has people in his life that he considers his committee. The real-life members of this committee are a sounding board for any number of ideas, questions, challenges, and even mistakes.

And yes, his committee also includes “imaginary” members, such as Michael Jordan and Phil Jackson. These are people that he doesn’t know personally but are known to have incredibly high standards. They’re high achievers and, of course, many have biographies and we can know their standards. Tipps has “asked” these committee members, “How should I handle X?”

This creative approach isn’t for everyone but every operator should at least give it a shot. When we step that far out of our comfort zones the results can be incredible.

The Cheat Code

On the specific topic of service standards, Tipps has a cheat code for operators: hotels. “The hotel mindset is a hospitality cheat code,” says Tipps.

How so? It’s quite enlightening.

Think about your restaurant. Now, think about it as the first-floor cornerstone of an upscale hotel. Imagine that there are 250 incredible boutique hotel rooms above your restaurant. These rooms command rates of several hundred dollars per night. Now think about how you would treat each guest in these expensive rooms if they ask for a straw.

“Make the effort to care like nobody else can,” says Tipps.

Always bear in mind that hospitality is how you make people feel. Your mission should be for each and every guest to feel relevant.

Generally speaking, most people don’t want to be alone. They’re not just coming to your restaurant because they’re hungry, to your bar because they’re thirsty. In reality, as Tipps would tell you, they’re coming to be around other people. They’re using your F&B as a reason to be around other people and feel relevant.

Your mission is to ensure people feel relevant when they spend time at your venue with your team. The package you send to accomplish this mission is your standards of service.

“Self-inflicted mediocrity is the result of laziness and lack of accountability,” Tipps says.

Hold everyone accountable for enforcing your standards—including yourself—and you’ll level up in every facet.

Image: Owen Michael Grech on Unsplash

KRG Hospitality Start-Up Restaurant Bar Hotel Consulting Consultant Solutions Plans Services

Letters A through E on switches
by David Klemt David Klemt No Comments

Chip Klose and the ABCDEs of Marketing

Chip Klose and the ABCDEs of Marketing

by David Klemt

Letters A through E on switches

Marketing strategist and restaurant coach Chip Klose knows that if a process is too complex, people will abandon it. Hence, his ABCDEs of Marketing.

At this year’s Bar & Restaurant Expo, Klose broke down his marketing process. Additionally, he explained his overall approach to his marketing strategy.

First, Klose makes clear that there definitely is a right way to market. Put simply, the correct way involves taking a results-oriented approach. Ask yourself what what result you want from your marketing. Then, measure the results.

Second, people need to differentiate marketing from marketing tools. SEO, social media, table toppers, digital presence—these are tools. Marketing is how people answer a number of key questions:

  • What’s the product?
  • Who’s the product for?
  • How can marketing reach the target (audience)?

When people come to the understanding that marketing is maximizing the use of marketing tools, they’ll implement far more effective campaigns.

A: Audience

According to Klose, most people create a product—in the context of this article, a restaurant, bar, hotel, etc.—and then look for an audience.

That approach makes it difficult to implement an effective marketing strategy. Why? Because it makes it more difficult to understand a concept’s category. Without that understanding, it’s challenging to segment the population to identify targets.

Instead, Klose recommends looking at a market and asking the following question: Who has a problem? The standard advice entrepreneurs receive is to identify a problem, create a solution, scale, and retire on an island.

Well, owners and operators in the hospitality space are entrepreneurs. So, Klose suggests looking at what a given market is missing in terms of a restaurant, bar or hotel. So, find an audience’s pain point. This will not only help narrow down a concept, it will reveal if a solution already exists.

The next step, of course, is conducting a feasibility study, one of KRG Hospitality’s core specialties.

B: Brand

Assuming a restaurant or bar concept is the solution to an audience’s problem (proven by a feasibility study, of course), the next step is communication.

The restaurant idea isn’t “just” a restaurant, the bar not “just” a bar, the hotel concept not “just” a concept. No, the concept coming to their market is a solution to the audience’s problem.

When crafting a marketing plan, the messaging should articulate what problem the concept solves, and how.

C: Competition

There are essentially a few ways to view other businesses in this industry. They’re competition to stay ahead of; not competitors at all; or operations that serve to validate an operator’s solution to an audience’s problem.

Klose falls into the validation camp. Is another concept trying to solve the same problem? That means an operator bringing their own solution to the same market is onto something.

“Competition validates your idea and gives you a category,” says Klose.

Identifying a concept’s category provides an operator with the opportunity to stay top of mind, to dominate that category.

Once again, however, this also points to the need for a feasibility study. One or two solutions to the same problem is one thing. Entering a market saturated with the same solution is quite another. A feasibility study exposes saturation.

D: Differentiation

So, an operator has their solution to an audience’s problem. They’re confident in the completion of their due diligence. They have a brand identity and it communicates how it solves a problem. The competition is identified and the operator is moving forward with their solution confidently.

What’s next?

Whether an operator subscribes to the idea that they have no competitors, want to crush the competition, or use competitors as a yardstick, they need to differentiate themselves.

Klose says answering the questions below can help:

  • How does the concept stand out in a given market?
  • Once that concept is firmly in a category, how does it separate itself from the competition?
  • What are the stories only this operator and brand can tell?

That last question should be circled, underlined, italicized, and bolded. In fact, Klose asks his clients to write down 20 stories only they can tell. The results give them plenty of marketing material and helps them differentiate their concept from others.

E: Everything

Yes, “E” is for “everything.” As in, everything that makes a brand, a brand.

The brand’s logos and colors. The steps of service, food, drinks, even the pricing… These and more are the elements—the everything—that give a brand an identity.

Understanding and applying Klose’s ABCDEs will help operators maximize the use of marketing tools for their marketing strategies. There are a lot of solutions to problems out there, and even more noise. An effective marketing strategy cuts through that noise to put an operator’s specific solution directly in front of their target audience.

Be sure to follow Klose on Instagram and check out his Restaurant Strategy podcast. And make sure to check out KRG’s Bar Hacks podcast if you aren’t a regular listener already.

Image: Diomari Madulara on Unsplash

KRG Hospitality marketing support. Restaurant. Bar. Cafe. Lounge. Hotel. Resort.

Top