Advice | KRG Hospitality

Collection of various vintage knives surrounding a cutting board

October 20, 2023by David Klemt David Klemt No Comments

Mastering the Art of Knife Skills

Mastering the Art of Knife Skills: A Culinary Journey

by Nathen Dubé

In the realm of culinary arts, the knife is not merely a kitchen tool; it’s the extension of a chef’s hands, the paintbrush for a culinary masterpiece.

In the hand of a skilled chef, a knife is the instrument that transforms raw ingredients into delectable works of art.

Therefore, knife skills are the backbone of every great chef’s repertoire, and they form the cornerstone of culinary excellence.

In this exploration, we embark on a journey to unravel the significance of knife skills, the techniques that define them, and the artistry they enable in the culinary world.

The Role of Knives in Culinary Excellence

Knives are the most fundamental tools in any kitchen. They are the bridge between raw ingredients and the final dish, and their importance cannot be overstated.

Here are some key aspects of the role knives play in culinary excellence.

Precision and Consistency

Imagine a chef creating uniform, paper-thin slices of cucumber for an elegant salad. The precision required for such delicate work comes from mastering knife skills.

Consistency in slicing, dicing, and chopping ensures even cooking and a visually appealing presentation.

Efficiency

In a bustling restaurant kitchen, time is of the essence. Efficient knife skills enable chefs to prepare ingredients quickly and streamline the cooking process.

The ability to swiftly and skillfully handle a knife can make all the difference in meeting the demands of a busy service.

Safety

Knife safety is paramount in the culinary world.

Proper knife skills not only enhance efficiency but also minimize the risk of accidents. A chef with well-honed knife skills knows how to handle the blade safely, reducing the likelihood of cuts and injuries.

Artistry

Beyond their utilitarian functions, knives are tools of artistic expression in the culinary world.

A chef’s ability to craft intricate cuts and designs with a knife can elevate a dish from ordinary to extraordinary.

From garnishes to decorative vegetable carvings, knife skills allow chefs to showcase their creativity.

Essential Knife Techniques

Knife skills encompass a range of techniques, each serving a specific purpose in the kitchen.

Let’s delve into some of the fundamental knife skills that every chef should master.

1. The Pinch Grip

The pinch grip is the foundation of proper knife handling. It involves gripping the knife handle with three fingers while using the thumb and index finger to pinch the blade near the bolster.

This grip provides control and precision, allowing for accurate cuts.

2. The Rock Chop

The rock chop is a rhythmic cutting motion during which the knife’s blade rocks back and forth on the cutting board. It’s ideal for chopping herbs, garlic, and onions.

Mastering this technique involves maintaining a consistent rocking motion to achieve uniform cuts.

3. The Slice

Slicing is a technique used to create thin, even pieces of ingredients.

The key is to maintain a smooth, forward and backward motion of the knife while keeping the fingers tucked safely away from the blade.

4. The Julienne

Julienne is the art of cutting vegetables or fruits into long, thin strips, resembling matchsticks.

Achieving uniformity in julienne cuts requires precision and practice. This is a technique often used in salads and stir-fries.

5. The Dice

Dicing involves cutting ingredients into small, uniform cubes.

Chefs use this technique for creating perfectly diced onions, tomatoes, and other vegetables. It’s a fundamental skill in many classic recipes.

6. The Chiffonade

Chiffonade is a technique for slicing leafy greens or herbs into thin, ribbon-like strips. This technique is commonly used for garnishing soups, salads, and pasta dishes.

7. The Tourne

The tourne, also known as “turned” vegetables, involves creating seven-sided, oblong shapes from root vegetables like potatoes and carrots.

This technique showcases precision and artistry.

8. The Batonnet

Batonnet cuts involve creating evenly sized, rectangular sticks from ingredients like potatoes and cucumbers.

This technique is often used for making French fries and crudités.

The Journey to Mastery

Becoming proficient in knife skills is a journey that requires dedication, practice, and a commitment to precision.

Below are a number of essential tips for aspiring chefs on their path to mastering this art.

1. Start with the Basics

Begin by mastering the fundamental techniques, such as the pinch grip, slice, and rock chop.

These skills form the building blocks for more advanced cuts.

2. Invest in Quality Knives

A chef is only as good as their tools.

Invest in high-quality knives that are well-balanced and comfortable to handle. Regularly sharpen and maintain them to ensure optimal performance.

3. Practice, Practice, Practice

Knife skills improve with practice.

Set aside time to hone your cutting techniques regularly. Consider using inexpensive ingredients like potatoes and carrots for practice to minimize food wastage.

4. Seek Guidance

Don’t hesitate to seek guidance from experienced chefs or culinary instructors.

Taking a knife skills class or watching instructional videos can provide valuable insights and feedback.

5. Prioritize Safety

Safety should always come first.

Pay close attention to hand placement, keep your fingers tucked away from the blade, and use a cutting board with a non-slip surface.

6. Embrace Creativity

Once you have mastered the basics, allow your creativity to flourish.

Experiment with decorative cuts and intricate garnishes to add flair to your dishes.

Knife Skills in the Professional Kitchen

In professional kitchens, the importance of knife skills is not up for debate. Chefs in high-end restaurants are expected to demonstrate exceptional precision and speed when handling knives.

Here’s how knife skills come into play in the professional culinary world.

Speed and Efficiency

In a busy restaurant kitchen, the ability to prep ingredients quickly and efficiently is essential.

Knife skills enable chefs to meet the demands of a fast-paced environment while maintaining quality.

Consistency

Consistency is crucial in ensuring that every dish leaving the kitchen meets the restaurant’s standards.

Uniform cuts, achieved through precise knife skills, contribute to consistent cooking times and presentation.

Artistry and Presentation

Fine-dining establishments often emphasize presentation as much as taste.

Knife skills allow chefs to create intricate designs and garnishes that enhance the visual appeal of each dish, turning it into a work of art.

Safety in High-stress Environments

Professional kitchens can be high-stress environments.

Chefs with excellent knife skills can handle the pressure more effectively and safely, reducing the risk of accidents.

Knife Skills for Home Cooks

While professional chefs rely on knife skills in their daily work, these skills are equally valuable for home cooks.

Whether you’re preparing a simple family meal or hosting a dinner party, below you’ll find how knife skills can elevate your home cooking.

Save Time and Effort

Efficient knife skills allow you to prep ingredients more quickly, making meal preparation a breeze even on busy weeknights.

Elevate Home Cooking

Mastering knife skills enables you to create restaurant-quality dishes at home.

You can impress your family and guests with beautifully plated meals.

Safety and Confidence

Proper knife skills at home reduce the risk of accidents and boost your confidence in the kitchen.

Experimentation and Creativity

With the right knife skills, you can experiment with different cuts and techniques, adding variety and creativity to your home-cooked meals.

Conclusion

In the world of culinary arts, knives are not just tools; they are extensions of a chef’s creativity and skill.

Knife skills are the foundation of culinary excellence, enabling chefs to transform ingredients into works of art.

Whether you aspire to be a professional chef or simply want to elevate your home cooking, mastering knife skills is a journey worth embarking on. It’s a journey of precision, creativity, and the pursuit of culinary perfection—a path that leads to the heart of the culinary world, where the artistry of knives comes to life.

As you embark on your own culinary journey, remember that every slice, chop, and dice brings you one step closer to mastering the art of knife skills—an art form that transcends the kitchen and allows you to create culinary magic with every cut.

So, sharpen your knives, practice your techniques, and let your culinary creativity flourish. The world of flavors and possibilities awaits at the tip of your blade.

Image: Sergey Kotenev on Unsplash

Chef in commercial kitchen handling a pan on fire

August 18, 2023by David Klemt David Klemt No Comments

Hospitality Mindset: Restaurant Edition

Hospitality Mindset: Restaurant Edition

by Jennifer Radkey

Have you ever wondered why you just can’t seem to get ahead regardless of what you do, or why you appear to be developing a negative team culture?

Maybe you wake up with a sense of dread or anxiety about what lies ahead of you each day, or maybe no matter how hard you try and how much money you pour into your restaurant it never seems to be enough to get you where you want to be.

The cause of these problems may stem from your—and your team’s—mindset.

But what is mindset exactly?

Simply stated, mindset is an individual’s usual attitude or mental state. It reflects someone’s way of thinking and motivates their actions. So, why is it important to be aware of your mindset?

Well, if your mindset dictates how you show up in your life each and every day, then it will influence all parts of your life. Your thoughts about yourself, others, your business, your opportunities, and your challenges are all influenced by your mindset.

Your mindset can either hinder or promote your overall well-being and success in life.

The good news about mindset is that you can change it – if you want to. It can also be contagious—in a positive way.

These facts led me to question if the different sectors of the hospitality industry face unique mindset challenges and what can be done to overcome them.

To find answers and gain further insight I decided to turn to our team at KRG Hospitality for their thoughts. In turn, I’ve written a series of hospitality mindset articles, including one for bar operators and one for hotel operators.

In this article I’ll explore the restaurant industry, with thoughts from chef consultant Nathen Dubé.

Let’s dive in!

The Restaurant Industry

The restaurant industry is massive, employing 12.5 million in the US and 1.2 million in Canada.

Ranging from quick service to fine dining and offering every type of cuisine imaginable, the industry is a staple in any community. And while many enjoy being guests at these establishments, the same can’t always be said for working in them.

The restaurant industry faces constant challenges, ranging from mental health issues to labor shortages and rising costs.

So, what makes a restaurant succeed despite these challenges? While there are many ingredients involved in running a successful restaurant, arguably one of the most important is a strong operator.

Successful Operators

Operating a successful restaurant takes a certain mindset. You need to be organized, open-minded to growth strategies, resilient, and responsive to the needs of your team.

Interested in what makes a restaurant operator stand out, I asked Nathen what contributes to operator success:

“The key strength for a restaurant owner, first and foremost, is resiliency. You need to stay even keeled during the good and bad times. Things will fluctuate between busy and slow. You will experience great staff, not-so-great staff, shortages, bad reviews, good reviews, equipment breaking, orders delivered late, plumbing issues, electrical issues… The list goes on and on.

“But at the end of the day, when you say you’re open at noon or 5:00 PM or whichever, you better be ready on time, every time. That can give the strongest characters stress and anxiety over the long term. I think being resilient and able to do what is in your control and let go of the rest will help an owner maintain one’s sanity.

“The second strength needed is empathy. Without empathy for your staff, your customers, the many other people in the food and alcohol chain, the risk of becoming a tyrant no one wants to work for or associate with is real, and I’ve seen it happen. Your staff are people too, who have doctor’s appointments, family gatherings, and trouble at home. Some may suffer from addiction and mental illness, and some live in borderline poverty, which is a truly sad reality for many hospitality workers.

“The third characteristic is good business sense. As much as restaurants and bars are about hospitality, engaging customers, and providing great service, if you can’t run a business properly, that is all for naught. Money management, accounting, marketing, the whole lot is important to your success and longevity.”

Operator Challenges

Operators need a positive, strategic, growth mindset to be successful in the restaurant industry. Maintaining this kind of mindset takes self-awareness and consistent cultivating. There will be challenges every day that will test you and if you aren’t checking in with your thought patterns, it can be easy to fall into a negative mindset.

When asked what specific challenges hotel operators face that may affect their mindset, Nathen shared some insights.

Financial Risk

Opening and operating a restaurant comes with inherent financial risks. Sometimes it may feel as if more money is going out than coming in.

“When dealing with perishable food items in a time-sensitive environment, there will be plenty of challenges,” says Nathen. “Some are temporary, some are constant, and some are one-offs, but they all need careful attention. There is obvious financial risk and stress that comes with that. Labor costs, food, and alcohol are the main culprits of financial strain for the back of house. The kitchen setup costs (equipment, construction, etc.) are also in this category. Money can be a great source of stress for anyone, and more so for those who are risk averse.”

The Human Element: Guests

As a restaurant operator you rely on guests. Your efforts are almost always focused on how you can get more guests through the door and how you can get them to return.

Besides the stress of keeping them happy, sharing, and returning, guests can create another level of stress.

“Dealing with customer feedback can affect well-being,” Nathen says. “Not everyone who comes into your establishment will love everything. There will be complaints, there will be disagreements, poor online reviews, and there will be outright rude guests. This causes stress to staff, as well as the owner’s state of mind. Keeping staff motivated, calm, and on the same page when dealing with these guests and reviews is a lot of emotional work. It takes a strong-willed individual to let it roll off their back while still learning from it.”

The Human Element: Staff

Without your team there would be no restaurant. Your team is key to your success and can also be a cause of stress to your overall well-being.

“Issues can and will arise in dealing with the human element of labor,” explains Nathen. “Concern and care for staff is a full-time job in itself, and that’s in a best-case scenario. In a worst-case scenario you can experience shortages, theft, drama, and the like that will need to be dealt with or it can drag down a good establishment and create an exodus of good staff. Not to create a bleak picture, but management can take a toll.”

Employee Challenges

Your team experiences their own unique set of challenges that can affect their well-being and mindset as well. Being aware of these challenges is important if you are hoping to create a culture of respect, collaboration, and trust.

When asked what specific challenges restaurant staff face, Nathen had some insights:

“It’s well documented that working in a professional kitchen is difficult work when things go perfectly well. Long hours standing, hot kitchens, short time constraints, and difficult customers can be draining on a person. Mix in stress, poor health habits, and skipped meals, you get the perfect recipe for very hard work. Managing stress and employee wellness within the kitchen team is important to an overall successful business. Not paying attention or implementing ways to help will lead to a difficulty hiring and retaining staff.”

A Living Wage and Safe Environment

The restaurant industry has faced criticism for low pay, unsafe working environments, and an unsupportive culture.

While this is not the case in all establishments, it occurs enough in the industry to make potential employees wary.

“Pay in the industry is notoriously low for entry level positions,” Nathen says. “There is typically limited room to grow on the pay grade, and a lack of insurance, health, and dental care can compound the issues.

“Workplace standards including safety and culture are another common pain point for restaurants. Dirty, unsafe conditions create a dangerous work environment. It will also make it difficult to pass health inspections. Allowing a toxic culture to develop creates an environment that no good staff wants to work at. All of these issues can drain the pride from a good, well run, happy environment that employees want to stay and thrive at.”

Harmful Beliefs in the Restaurant Industry

Your belief system directly impacts your mindset. If you have negative beliefs regarding your team, your guests, or your community, it’s time to sit down and recognize where those beliefs are coming from and how to change them.

The restaurant industry has a few specific common, harmful beliefs that are prevalent in many establishments. Being aware and knowing how to acknowledge and combat these beliefs is crucial to creating a more positive work environment.

Stigma

When I asked Nathen what one of the most prevalent harmful beliefs operators have about their team, he discussed the stigma restaurant employees often face:

“Unfortunately, there is still a stigma around restaurant staff being uneducated, working in this industry only because they can’t do anything else in society. Often, they are seen as doing this job until something better comes along. Why should they invest in their staff’s well-being if they will vanish in a moment’s notice?

“The next stigma is that all workers are just lazy drunks, addicts, and thieves out for a paycheque to drink away at the bar. While there is a prevalent issue of substance abuse in the industry, it can be a tough challenge to address, and unfair if everyone is painted with the same brush.”

Selfish/Uncaring

Operators are not the only people in the industry who harbor negative or false beliefs.

Staff can do so as well. One primary negative belief is that management and/or ownership doesn’t care about them.

“In terms of ownership, kitchen staff can feel ripped off, or that they are doing all the work while the owner gets rich,” explains Nathen. “Staff will make accusations behind closed doors that they do all the work while the owner does nothing.”

To overcome negative beliefs, says Nathen, “[a]n engaged owner can eliminate the walls between staff, customers, community, and themselves. Talking to those in your business circle and including everyone squashes resentment, misunderstandings, and most complaints will be solved immediately, eliminating potentially bad situations.”

Toxic Culture

The last thing that any hospitality business needs is a toxic culture. A toxic workplace culture encourages and breeds negative mindsets on all levels.

I asked Nathen what creates toxic culture in a restaurant and he shared his thoughts and experiences:

“It starts with ownership. Defining a clear set of core values and standards in the workplace—and adhering to them from the hiring process all the way to daily operations—will dictate the type of people you hire and attract. Toxic environments can be created by just one employee. My experience with toxic kitchens was based on there being no consequences; there wasn’t even a lack of standards enforcement because there were no standards to begin with.

“Things like bullying, harassment, poor attitudes, low morale, lack of leadership, and poor working conditions—whether physical, emotional or both—are the typical causes of toxic culture. To blame is also the negative actions of others, and equally the lack of action from management. Bad eggs are left to rot and quickly poison the whole omelet, so to speak.

“Define a concept clearly, every step of the way, and then find the people to fit that vision. But also deal with problem employees immediately; there is nothing worse than losing good employees to bad ones.”

Moving Forward

Understanding the challenges that operators and staff are currently facing, and acknowledging the importance of growth mindset and the need for change, I asked Nathen what positive changes have been occurring in the industry as a whole?

“Restaurant work environments have improved over the last few decades but still have a long way to go. When I started in the mid ‘90s, belittling, yelling, and screaming—general abusive treatment of anyone and everyone—was commonplace. There was no compassion for the environment that staff worked in. The culture, the workload, pay… Literally everything was just ‘take it or leave it.’ ‘If you don’t like it, leave,’ was repeated everywhere to any staff who raised concerns.

“Over time, a stand has been made in response to a mass exodus, tales of burnout, and at the worst end of the spectrum, severe addiction, and even suicide. It was time to look from within at where the actual problems were, and what could be changed. The veil of toughness finally came down, and an honest conversation has led to slow changes.

“One of the more prevalent changes is an overall less-abusive environment. No longer is it tolerated to show anything less than human decency to staff and guests. Genuine care for staff well-being is starting to be seen almost everywhere. It’s leading to a new excitement among hospitality professionals and can hopefully attract new individuals to the field.”

Room for Improvement

Although awareness of the well-being of those working in this industry is increasing, there are still changes that need to happen.

Nathen believes that improvement lies in focusing on balance and respect:

“There is no way around the fact that cooking and serving is hard, long work, regardless of concept. This is unfortunately the entry point for all those who claim to want to change the industry or make it better. In my opinion, this is the wrong approach. Enhancing the whole experience of the employee, leadership team, and guest will make everyone happier and, hopefully, healthier.

“Balancing the workload for everyone, finding creative ways to increase pay, and offering benefits leads to a strong sense of job safety. Rotating schedules, for example: four nine-hour days; or two on, three off; or something away from the traditional 10-, 12-, or 14-hour days and five- to six-day work weeks, reduces burnout, gives employees a chance at a social and family life, and still allows everyone to earn enough income to live. Throw in benefits and some sort of bonus pay, and you will have a brand everyone wants to work for.

“Another big contributor to improving the industry—and we have made big strides already—is the respect for people and creating an environment or culture void of bullying, harassment, intimidation, and general mistreatment of the people who make this the best industry to work in.”

Final Thoughts

In a highly competitive industry facing consistent challenges and harmful beliefs, it will come down to developing and maintaining the right mindset to truly succeed both professionally and personally. It starts from the top with a positive, resilient, growth mindset.

I’ll leave you with a few last words of wisdom from Nathen:

“Hopefully, there is a sense of urgency in the fight to change the industry for the better. It’s important to recognize and praise positive contributions and not just positive people because everyone needs encouragement. It’s equally important to handle negative contributions quickly and correctly.

“A positive attitude can go a long way toward creating a strong team player who can make the best of stressful times and have a coachable attitude. A positive person can help change the culture of a workplace and pick up other teammates who may need a boost. They share their optimism and passion for the job and can make management’s life easier.

“A negative person will contribute to a toxic environment. Resentment begins to build on both sides as a negative person sees things not being done their way, contributes less to the success of the kitchen, and spreads their toxic beliefs to other employees who may start to feel similarly.

“I recently heard a saying, and I don’t recall by who so I can’t quote it, but it goes, ‘It’s important to get the right people on the bus, but it’s just as important to get them in the right seats.’”

Cheers to personal and professional well-being!

Image: Helmy Zairy on Pexels

August 2, 2023by David Klemt David Klemt No Comments

5 Books to Read this Month: August 2023

5 Books to Read this Month: August 2023

by David Klemt

Our inspiring and informative August book selections will help you and your bar team take your front of house and bar program to the next level.

For this month’s list we’re showcasing the 17th annual Spirited Awards finalists in the Best New Cocktail or Bartending Book category. So, below you’ll find the top-four nominees in that particular category, plus an additional self-improvement book.

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

Let’s jump in!

The Bartender’s Manifesto: How to Think, Drink, and Create Cocktails Like a Pro

First up, this book from June 2022 by Toby Maloney with Emma Janzen. Not only has this book won a James Beard Award, it took home this year’s Spirited Award for Best New Cocktail or Bartending Book.

From Amazon: “Take a raucous romp through the essential stages of fashioning cocktails and learn the hows and whys of bartending with acclaimed mixologist Toby Maloney and the team from The Violet Hour. When the pioneering cocktail bar opened in Chicago in 2007, it set a high standard with an innovative training program that teaches not just how to replicate classic cocktail recipes flawlessly, but how to embrace ingenuity, make smart decisions, and create original, inspired recipes from rote.”

Pick up the hardcover here.

Mindful Mixology: A Comprehensive Guide to No- and Low-Alcohol Cocktails with 60 Recipes

Next, Mindful Mixology by Derek Brown, with a foreword by Julia Bainbridge. As all operators should know by now, low- and no-ABV cocktails are here to stay. From aperitivo hour and zero-alcohol to simply drinking less but better, consumers are changing their relationships with cocktails. This book will help operators and their teams navigate the moderation movement.

From Amazon: “Creating these drinks isn’t as simple as removing the alcohol. No- and low-proof cocktails still have to be balanced and still have to be delicious, but they don’t operate exactly like cocktails with alcohol. The drinks Brown presents in this book are meticulously choreographed around taste, texture, body, and piquancy to result in surprisingly complex ‘adult beverages’ minus the booze.”

Grab the hardcover today.

Modern Classic Cocktails: 60+ Stories and Recipes from the New Golden Age in Drinks

Robert Simonson is also a James Beard Award-winning author up for a 2023 Spirited Award. Not only are there more than 60 cocktail recipes in Simonson’s book, he explores what it means for someone to create a modern classic cocktail. No, your bar team can’t simply “invent” a new drink and declare it a modern classic—there are actual considerations, like public opinion, that make it so.

From Amazon: “What elevates a modern cocktail into the echelon of a modern classic? A host of reasons, all delineated by Simonson in these pages. But, above all, a modern classic cocktail must be popular. People have to order it, not just during its initial heyday, but for years afterward. Tommy’s Margarita, invented in the 1990s, is still beloved, and the Porn Star Martini is the most popular cocktail in the United Kingdom, twenty years after its creation.”

Make sure to get your hardcover copy today.

The New York Times Essential Book of Cocktails (Second Edition): Over 400 Classic Drink Recipes With Great Writing from The New York Times

If you want hundreds of cocktail recipes and amazing writing, this is the book for you. There are more than 400 recipes in this book, from classics to modern craft drinks. Oh, and there are essays from an array of fantastic writers, including Rebekah Peppler, David Wondrich, Robert Simonson, and Jim Meehan. There are also interviews with icons like Ivy Mix and Sother Teague.

Truly, this is one of the most comprehensive cocktail books every printed.

Pick up this book in hardcover format now.

Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones

A couple of weeks back, we had a KRG Hospitality team meeting about habits. Habits we’re proud to have developed, habits we’d like to focus on developing, and habits we’d like to work on losing. This book, from James Clear, is one of the resources we talked about.

From Amazon: “Clear is known for his ability to distill complex topics into simple behaviors that can be easily applied to daily life and work. Here, he draws on the most proven ideas from biology, psychology, and neuroscience to create an easy-to-understand guide for making good habits inevitable and bad habits impossible. Along the way, listeners will be inspired and entertained with true stories from Olympic gold medalists, award-winning artists, business leaders, life-saving physicians, and star comedians who have used the science of small habits to master their craft and vault to the top of their field.”

Order the paperback today.

Image: Mikołaj on Unsplash

Boutique hotel room with black and white walls and linens

July 21, 2023by krghospitality krghospitality No Comments

5 Ways to Elevate the Hotel Experience

5 Inexpensive Ways to Elevate Your Hotel Guest Experience

by Kim Richardson

With all the different amenities today’s travelers are looking for, you’re not going to be able to accommodate all of them.

It’s no secret: Happy hotel guests make for happy employees and happy owners. They’re the true advertisement for our hotel and resort locations.

But as the maxim goes, you can’t make all the people happy all the time. With very exceptions—brands that can afford to embody the money-no-object version of unreasonable hospitality—it’s not realistic to think you can satisfy every guest’s every whim.

With all the different amenities today’s travelers are looking for, you’re not going to be able to accommodate every single preference. Some of them may not be in your budget, and others may not make sense for your business.

With that in mind, here are some basic items that every hotel location can provide with little to no cost.

Get back to the basics of your business and make sure the machine is running smoothly before you worry about adding things that cost you additional money. A little goes a long way!

1 Create a seamless and friendly arrival experience.

Whether your guests spend days traveling to you or maybe just take a 10-minute car ride, it’s important that their stay starts off with a warm and welcoming experience. This sets the tone for their entire stay.

How does your staff greet them at the door and front desk? Are the details of the reservation correct? Is the room ready on time? Is the room the correct type? Do you and your team acknowledge special details and requests? More importantly, do you follow through to deliver on those requests?

People put a lot of time into planning a trip. A rocky arrival or a mishandled request can really put a damper on someone’s getaway whether it’s for business or pleasure. When they start off with a bad experience, they’re more likely to nitpick the rest of their stay.

The guest experience starts well before arrival. Don’t forget to keep in mind all the interactions they have prior to arrival: ease of reservation process, user-friendly websites, and pleasant interactions with any staff they might have.

2 Personalize the experience. Send a welcome note and acknowledge special occasions.

Sending a welcome note to a guest is a great way to personalize the experience, and I do mean personalize! Try to stay away from generic welcome letters.

Use their name in the letter. If they’re a repeat guest, use phrases such as “Welcome back.” If you see something in the reservation notes about them celebrating a special occasion, be sure to acknowledge it in the welcome note and wish them well.

Welcome notes can be sent as an email, something that is handed to them at the front desk, or a card in their room. Consider sending a small gift when you know someone is celebrating a special occasion. The gift doesn’t have to be expensive; its purpose is to make them feel noticed.

A small treat can be enough.

3 Partner with companies for amenities you are not able to provide (ex: gym, restaurants, transportation, spa/salon).

Partnering with nearby companies is a great way to add extra amenities to your hotel. This doesn’t have to be something that costs you money.

You can discuss the terms case by case with each business. They may be willing to offer a discount coupon (complimentary to you) for allowing them to put collateral in your lobby or on your website. You can also discuss trades of service.

If you’re not a full-service hotel, a discount at a nearby restaurant or cafe can go a long way. Similar to this, if you don’t have a fitness center maybe there is one nearby that is willing to offer your guests complimentary access (or for a discount). Spa/salons are also a great amenity you can feature.

If you’re not located in a walkable area (or maybe there’s a big attraction nearby that’s not walkable), consider teaming up with a transportation company that can be available to your guests.

When partnering with these nearby businesses, it’s important that they actually are nearby and accessible to your guests. We’ve all been in situations, be it a hotel or a membership, that comes with discounts, but then when you go to look at them, they’re not convenient to use. Don’t be that business.

4 Master the basics. Keep a clean property and deliver on all amenities promised.

This sounds like an obvious one, but this is often where we drop the ball as an industry.

It’s not always about being a five-star hotel and having tons of luxurious extras. Meeting guest expectations by following through on what you promised should be a given, but it’s truly not.

Regardless of the level of hotel, a clean property is important. Guests shouldn’t find dirty items from the last guest. All public spaces should be clean and stocked with any amenities you offer.

If you offer complimentary coffee in the lobby until 10:00 AM, make sure it’s really there and available until that time. Don’t put the last container out at 9:00 or 9:30 AM and stop checking on it.

I’m the guest who goes down for coffee at the last minute it’s available. I can’t tell you how many times I’ve started filling my cup and heard the trickle of the container running out. Then I’m left with going to find coffee elsewhere or hunting down a staff member to get more.

These types of experiences might not warrant a guest complaint but they do create a feeling of not getting what they pay for.

Keep your guests notified of any unexpected changes to the promised amenities. If your lobby is under renovation, your famous restaurant is closed for a private party, or the pool isn’t available, send proper notification to your guests prior to arrival. Consider offering some type of compensation as a show of good faith prior to the complaints rolling in.

Things don’t always go according to plan, and we can’t always be perfect, but you have the power to dictate whether this is a good or bad experience for your guest.

5 Provide readily available directions and info on the local area (restaurants, local attractions, tours, shopping).

No matter how hard your guests work on researching the area ahead of time, there is nothing better than hearing from the locals about the real places to check out.

Be sure to have a varied list of places to recommend to the guests based on their specific interests. As our travelers often are without a car, make sure you’re able to tell them the best way to get there.

Any additional information you can provide on these places is great. Consider having brochures on hand, websites, apps, and QR codes. Consider compiling a list of your staff’s favorite places to go. This can be posted in a public space, done as a handout that can be given to guests upon request, or distributed electronically.

As you can see, you don’t have to throw tons of money at your hotel to make a big, positive impact on your guests. Thinking ahead, partnering with local businesses, and ensuring your staff adheres to your steps of service, policies, and procedures can deliver big dividends.

For more tips, be sure to sign up for the KRG Hospitality newsletters (email and LinkedIn) and follow me on Instagram!

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July 18, 2023by David Klemt David Klemt No Comments

SEO Tips from AI: Hotels & Camps

SEO Tips from AI: Hotels, Camps & Lodges

by David Klemt

After asking ChatGPT to suggest SEO improvements for restaurants, bars, and nightclubs, we’ve done the same for the hotel space.

This is part two of our AI-generated SEO tips series. In part one, we focus on restaurants, bars, nightclubs, and eatertainment venues.

For this part, we ask ChatGPT about improving SEO for boutique hotels, independently owned hotels, boutique and luxury campgrounds, and boutique and luxury lodges.

The boutique and luxury outdoor experiential market is heating up. So, I was curious about what keywords and advice ChatGPT would recommend to help operators in this space stand out and improve their odds for discover.

Personally, I found some of the keyword suggestions helpful. However, these are terms we at KRG Hospitality already know to include in our brand identity and marketing plans.

Simply put, I don’t think AI rivals what humans can create when it comes to brand identity and marketing. But, you should read the following and decide for yourself.

What specific terms are the best for boutique or independently owned hotels to use for SEO ranking?

For boutique or independently owned hotels, it’s important to focus on specific terms that highlight the unique aspects of your property and appeal to your target audience. Here are some specific terms that can be beneficial for SEO ranking:

Hotel Name: Ensure that your hotel’s name is prominently featured in your website’s content, meta tags, and URLs to associate your website with your hotel’s name.
Location-Based Keywords: Include location-specific keywords throughout your website to target customers searching for hotels in your area. For example, use terms like “boutique hotels in [location],” “[location] luxury accommodations,” or “independent hotels near [landmark].”
Unique Selling Points: Highlight the unique features and qualities of your boutique hotel. Optimize your website with keywords that reflect these selling points, such as “boutique hotel with rooftop pool,” “intimate luxury accommodations,” or “designer boutique hotel in [location].”
Style and Theme: If your boutique hotel has a specific style or theme, incorporate relevant keywords. For example, use terms like “vintage-inspired boutique hotel,” “modern boutique accommodations,” or “bohemian chic hotel in [location].”
Amenities and Services: Emphasize the distinctive amenities and services your boutique hotel offers. Optimize your website with keywords related to these offerings, such as “boutique hotel with spa,” “gourmet dining experiences,” or “personalized concierge services.”
Local Attractions and Experiences: If your boutique hotel is close to popular local attractions or offers unique experiences, mention them on your website. Optimize with keywords related to these attractions and experiences to attract visitors searching for accommodations near specific landmarks or seeking specific activities.
Sustainable or Eco-Friendly: If your boutique hotel has a focus on sustainability or eco-friendliness, incorporate related keywords. Use terms like “eco-friendly accommodations,” “green boutique hotel,” or “sustainable practices in [location].”
Reviews and Testimonials: Encourage guests to leave reviews on platforms like Google My Business, Yelp, or TripAdvisor. Positive reviews can boost your hotel’s visibility in search results and attract more bookings.
Local SEO: Implement local SEO strategies by optimizing your website for local search results. This includes creating and optimizing your Google My Business profile, ensuring consistent NAP (Name, Address, Phone) information across directories, and getting listed in local online directories.
Social Media Integration: Integrate social media into your SEO strategy by linking your website to your hotel’s social media profiles. Engage with your audience, share updates about your hotel, and encourage user-generated content through social media channels.

Remember to conduct keyword research specific to your boutique hotel’s offerings, style, and target audience. Regularly monitor your website’s performance, track keyword rankings, and adapt your SEO strategy as needed to improve your hotel’s online visibility and attract more guests.

What specific terms are the best for boutique and luxury campgrounds and lodges to use for SEO ranking?

For boutique and luxury campgrounds and lodges, it’s important to use specific terms that highlight the unique features, amenities, and experiences your property offers. Here are some specific terms that can be beneficial for SEO ranking:

Campground or Lodge Name: Ensure that your property’s name is prominently featured in your website’s content, meta tags, and URLs to associate your website with your campground or lodge’s name.
Location-Based Keywords: Include location-specific keywords throughout your website to target customers searching for campgrounds or lodges in your area. For example, use terms like “luxury campground in [location],” “[location] glamping site,” or “boutique lodge near [landmark].”
Nature and Outdoor Keywords: Emphasize the natural beauty and outdoor experiences available at your campground or lodge. Optimize your website with keywords related to activities like hiking, fishing, wildlife watching, or stargazing. Use terms like “nature retreat,” “wilderness campground,” or “outdoor adventure in [location].”
Unique Accommodations: If your campground or lodge offers unique accommodations like glamping tents, treehouses, or luxury cabins, highlight them on your website. Optimize with keywords like “glamping experience,” “luxury safari tents,” or “secluded treehouse retreat.”
Amenities and Services: Showcase the luxurious amenities and services your campground or lodge provides. Optimize your website with keywords related to these offerings, such as “heated swimming pool,” “private chef services,” “spa and wellness facilities,” or “concierge services.”
Sustainable or Eco-Friendly: If your campground or lodge follows sustainable practices or has an eco-friendly focus, incorporate related keywords. Use terms like “eco-conscious accommodations,” “sustainable camping,” or “green lodge in [location].”
Nearby Attractions and Activities: Highlight popular nearby attractions, landmarks, or outdoor activities that guests can enjoy during their stay. Optimize with keywords related to these attractions and activities to attract visitors searching for accommodations near specific points of interest.
Reviews and Testimonials: Encourage guests to leave reviews on platforms like Google My Business, Yelp, or TripAdvisor. Positive reviews can boost your campground or lodge’s visibility in search results and attract more bookings.
Local SEO: Implement local SEO strategies by optimizing your website for local search results. This includes creating and optimizing your Google My Business profile, ensuring consistent NAP (Name, Address, Phone) information across directories, and getting listed in local online directories.
Social Media Integration: Integrate social media into your SEO strategy by linking your website to your campground or lodge’s social media profiles. Engage with your audience, share updates about your property, and encourage user-generated content through social media channels.

Remember to conduct keyword research specific to your campground or lodge’s offerings, location, and target audience. Regularly monitor your website’s performance, track keyword rankings, and adapt your SEO strategy as needed to improve your property’s online visibility and attract more guests.

Takeaway

Just like AI-generated tips for SEO and discovery for restaurants and bars, there needs to be a human element for hotels, campgrounds, and lodges.

Relying on AI to improve search engine ranking isn’t, at this point, the best strategy. Perhaps one day that will change, but today isn’t that day.

The answers to my questions do provide some good tips regarding specific keywords and SEO practices. However, I wouldn’t suggest that operators trust AI to write their listings or the pages on their websites.

As it stands, in my opinion, AI just can’t match what people can do when it comes to marketing, branding, and discovery.

Image: Levart_Photographer on Unsplash

July 17, 2023by David Klemt David Klemt No Comments

SEO Tips from AI: Restaurants & Bars

SEO Tips from AI: Restaurants, Bars & Nightclubs

by David Klemt

We aren’t fans of artificial intelligence “creating” marketing plans but can chatbots help improve SEO by offering keywords and making other suggestions?

Since AI tools such as ChatGPT can instantly crawl the depths of the Internet, we want to know if they can provide “insider” tips. Perhaps they have a leg up when it comes to parsing what helps and what hurts SEO ranking.

Restaurant, bar, and nightclub websites still matter. Consider the latest SevenRooms data in regards to how people discover new places to dine, drink, and socialize. Two-thirds of consumers rely on word-of-mouth recommendations from family and friends. A third use Google.

So, that should show how important it is to ensure your restaurant, bar, or nightclub is showing up right away when people are using search engines.

For the first part of our AI SEO series, I ask ChatGPT for suggestions for restaurants, bars, nightclubs, and eatertainment venues. In the follow-up article, I ask for assistance for hotels, campgrounds, and lodges.

Note: ChatGPT’s answers are provided below unedited. There’s some repetition, which is to be expected.

What specific terms are the best for restaurants to use for SEO ranking?

When it comes to specific terms for SEO ranking for restaurants, it’s important to consider keywords that are relevant to your restaurant’s niche, location, and target audience. Here are some specific terms that can be beneficial:

Cuisine Keywords: Incorporate specific cuisine-related keywords that reflect the type of food your restaurant serves. For example, if you have an Italian restaurant, use terms like “Italian cuisine,” “authentic Italian dishes,” or “Italian restaurant [location].”
Location-Based Keywords: Include location-specific keywords throughout your website to target customers searching for restaurants in your area. For instance, use terms like “best restaurants in [location],” “[location] dining,” or “[location] food scene.”
Menu Items: Optimize your website for specific menu items that are popular or unique to your restaurant. Include descriptive keywords for these dishes, such as “signature seafood pasta,” “gourmet burger with truffle aioli,” or “vegan-friendly options.”
Dining Experience Keywords: Highlight specific aspects of your restaurant’s dining experience. For example, if you have a rooftop terrace, mention it with keywords like “rooftop dining [location]” or “alfresco dining with city views.”
Special Occasions: If your restaurant caters to special occasions like birthdays, anniversaries, or private events, optimize with related keywords. Use terms like “private event venue,” “birthday dinner reservations,” or “romantic anniversary restaurant.”
Farm-to-Table or Sustainable Keywords: If your restaurant emphasizes locally sourced or sustainable ingredients, incorporate related keywords. Use terms like “farm-to-table dining,” “organic ingredients,” or “sustainable seafood.”
Brunch or Breakfast Keywords: If your restaurant serves brunch or breakfast, optimize your website for keywords related to these meals. Use terms like “weekend brunch spot,” “best breakfast in [location],” or “bottomless mimosa brunch.”
Online Ordering and Delivery: If your restaurant offers online ordering or food delivery services, optimize your website with related keywords. Use terms like “online food ordering,” “food delivery [location],” or “order food online.”
Reviews and Testimonials: Encourage customers to leave reviews on platforms like Google My Business, Yelp, or TripAdvisor. Positive reviews can boost your restaurant’s visibility in search results and attract more customers.
Local SEO: Implement local SEO strategies by optimizing your website for local search results. This includes creating and optimizing your Google My Business profile, ensuring consistent NAP (Name, Address, Phone) information across directories, and getting listed in local online directories.

Remember, it’s crucial to conduct keyword research specific to your restaurant’s offerings and target audience. Regularly monitor your website’s performance, track keyword rankings, and adapt your SEO strategy as needed to improve your restaurant’s online visibility and attract more diners.

What specific terms are the best for bars to use for SEO ranking?

When it comes to specific terms for SEO ranking for bars, it’s important to consider keywords that are relevant to your bar’s theme, location, and target audience. Here are some specific terms that can be beneficial:

Bar Name: Ensure that your bar’s name is prominently featured in your website’s content, meta tags, and URLs to associate your website with your bar’s name.
Location-Based Keywords: Include location-specific keywords throughout your website to target customers searching for bars in your area. For example, use terms like “best bars in [location],” “[location] nightlife,” or “bars near [landmark].”
Bar Type or Theme: Incorporate specific keywords related to your bar’s type or theme. For instance, if you have a sports bar, use terms like “sports bar,” “sports pub,” or “sports viewing in [location].” If your bar has a specific theme like a speakeasy, mention keywords like “speakeasy bar,” “1920s-inspired bar,” or “craft cocktails in a hidden bar.”
Drink Specialties: Highlight popular drinks or signature cocktails on your website and optimize the descriptions with relevant keywords. For example, use terms like “craft cocktails,” “mixology bar,” or “unique drink creations.”
Happy Hour and Specials: If your bar offers happy hour specials or unique promotions, optimize your website with keywords related to these offerings. Use terms like “happy hour deals,” “drink specials,” or “late-night promotions.”
Entertainment and Events: If your bar hosts live music, DJs, trivia nights, or other events, optimize your website with keywords related to these offerings. For instance, use terms like “live music bar,” “DJ nights,” or “weekly trivia at [bar name].”
Reviews and Testimonials: Encourage customers to leave reviews on platforms like Google My Business, Yelp, or TripAdvisor. Positive reviews can boost your bar’s visibility in search results and attract more customers.
Local SEO: Implement local SEO strategies by optimizing your website for local search results. This includes creating and optimizing your Google My Business profile, ensuring consistent NAP (Name, Address, Phone) information across directories, and getting listed in local online directories.
Social Media Integration: Integrate social media into your SEO strategy by linking your website to your bar’s social media profiles. Engage with your audience, share updates about your bar, and encourage user-generated content through social media channels.
Events Calendar: If your bar has a calendar of upcoming events, optimize it with keywords related to the types of events you host. For example, use terms like “live music schedule,” “karaoke nights,” or “themed parties at [bar name].”

Remember, it’s important to conduct keyword research specific to your bar’s offerings and target audience. Regularly monitor your website’s performance, track keyword rankings, and adapt your SEO strategy as needed to improve your bar’s online visibility and attract more customers.

What specific terms are the best for eatertainment venues similar to Topgolf or Punch Bowl Social to use for SEO ranking?

For eatertainment venues similar to Topgolf or Punch Bowl Social, it’s important to use specific terms that highlight the unique features, activities, and experiences your venue offers. Here are some specific terms that can be beneficial for SEO ranking:

Venue Name: Ensure that your venue’s name is prominently featured in your website’s content, meta tags, and URLs to associate your website with your venue’s name.
Location-Based Keywords: Include location-specific keywords throughout your website to target customers searching for similar venues in your area. For example, use terms like “Topgolf-style venue in [location],” “entertainment center in [location],” or “[location] eatertainment complex.”
Interactive Games and Activities: Highlight the various interactive games and activities available at your venue. Optimize your website with keywords related to these offerings, such as “interactive golf games,” “arcade entertainment,” “bowling alley,” “virtual reality experiences,” or “multiplayer experiences.”
Social Atmosphere: Emphasize the social and vibrant atmosphere of your venue. Use keywords that convey a fun and engaging experience, such as “socializing with friends,” “lively entertainment environment,” or “party and event destination.”
Food and Drink: Highlight the dining and beverage options available at your eatertainment venue. Optimize your website with keywords related to your menu, such as “gourmet food and craft cocktails,” “full-service restaurant with a bar,” or “delicious bites and refreshing drinks.”
Entertainment Variety: Showcase the variety of entertainment options available at your venue. Use keywords related to live performances, music, comedy shows, or special events. For example, “live music venue,” “comedy club,” or “special event space.”
Private Events and Group Activities: If your venue caters to private events or offers group activities, optimize your website with keywords related to these offerings. Use terms like “private event venue,” “corporate team-building activities,” or “party room reservations.”
Reviews and Testimonials: Encourage guests to leave reviews on platforms like Google My Business, Yelp, or TripAdvisor. Positive reviews can improve your venue’s visibility in search results and attract more visitors.
Local SEO: Implement local SEO strategies by optimizing your website for local search results. This includes creating and optimizing your Google My Business profile, ensuring consistent NAP (Name, Address, Phone) information across directories, and getting listed in local online directories.
Social Media Integration: Integrate social media into your SEO strategy by linking your website to your venue’s social media profiles. Engage with your audience, share updates about upcoming events or promotions, and encourage user-generated content through social media channels.

Remember to conduct keyword research specific to your eatertainment venue’s offerings, target audience, and location. Regularly monitor your website’s performance, track keyword rankings, and adapt your SEO strategy as needed to improve your venue’s online visibility and attract more visitors.

What specific terms are the best for nightclubs to use for SEO ranking?

When it comes to specific terms for SEO ranking for nightclubs, it’s crucial to consider keywords that are relevant to your nightclub’s niche, location, and target audience. Here are some specific terms that can be beneficial:

Nightclub Name: Ensure that your nightclub’s name is prominently featured in your website’s content, meta tags, and URLs to associate your website with your nightclub’s name.
Location-Based Keywords: Include location-specific keywords throughout your website to target customers searching for nightclubs in your area. For example, use terms like “nightclubs in [location],” “[location] nightlife,” or “dance clubs near [location].”
Music Genre: Incorporate specific music genre-related keywords that reflect the type of music your nightclub specializes in. For instance, if you focus on electronic dance music, use terms like “EDM nightclub,” “electronic dance club,” or “techno parties in [location].” If you cater to hip-hop enthusiasts, include keywords like “hip-hop club,” “urban nightlife,” or “R&B parties in [location].”
DJ Names: If your nightclub regularly hosts renowned DJs or has resident DJs, mention their names on your website. People often search for specific DJs, so including their names can increase your nightclub’s visibility.
Event Themes: Highlight specific event themes or special nights that your nightclub offers. Optimize your website with keywords related to these offerings. For example, use terms like “themed parties,” “ladies’ night,” “Latin night,” or “80s retro dance party.”
VIP Experience: If your nightclub offers VIP experiences, bottle service, or VIP table reservations, optimize your website with keywords related to these offerings. Use terms like “VIP nightclub experience,” “bottle service in [location],” or “VIP table bookings.”
Dress Code: If your nightclub has a specific dress code policy, mention it on your website and optimize with relevant keywords like “nightclub dress code,” “dress to impress,” or “formal attire.”
Reviews and Testimonials: Encourage customers to leave reviews on platforms like Google My Business, Yelp, or TripAdvisor. Positive reviews can improve your nightclub’s visibility in search results and attract more customers.
Local SEO: Implement local SEO strategies by optimizing your website for local search results. This includes creating and optimizing your Google My Business profile, ensuring consistent NAP (Name, Address, Phone) information across directories, and getting listed in local online directories.
Social Media Integration: Integrate social media into your SEO strategy by linking your website to your nightclub’s social media profiles. Engage with your audience, share updates about upcoming events, and encourage user-generated content through social media channels.

Remember to conduct keyword research specific to your nightclub’s offerings and target audience. Regularly monitor your website’s performance, track keyword rankings, and adapt your SEO strategy as needed to improve your nightclub’s online visibility and attract more attendees.

Takeaway

Operators need to pay attention to SEO ranking and discovery. They need to own their listings and make sure the information is accurate.

While AI can help with keywords and search terms, it doesn’t appear to be at the point where it can manage your SEO or marketing strategy. There are platforms like Toast, Restaurant365 and SevenRooms that can make marketing simpler. However, people still do the best job.

At KRG Hospitality, for instance, we create brand strategy plans. We also partner with restaurant marketing experts like Matt Plapp and America’s Best Restaurants.

Can AI streamline tasks? Yes, it can simplify and, in some cases, take over some tasks. Can it create effective, engaging marketing strategies that perform better than those created and executed by humans? In our experience and opinion, no.

I think the answers to my SEO questions above are helpful in terms of making suggestions that operators can use today to improve their odds of being discovered by guests. And I still don’t think operators can offload marketing responsibilities to AI.

Image: Mariia Shalabaieva on Unsplash

July 14, 2023by David Klemt David Klemt No Comments

Hospitality Mindset: Hotel Edition

Hospitality Mindset: Hotel Edition

by Jennifer Radkey

Mindset can dictate one’s level of happiness but what some people don’t realize is that it also impacts their business and everyone in it.

Moods like happiness or hostility. Growth or fixed worldviews. Positivity versus negativity. For operators and leadership team members, mindset doesn’t exist in a vacuum. Rather, one’s attitude affects and influences staff, guests, and others.

So what is mindset exactly?

Simply stated, mindset is an individual’s usual attitude or mental state. It reflects someone’s way of thinking and motivates their actions. So, why is it important to be aware of your mindset?

Well, if your mindset dictates how you show up in your life each and every day, it will influence all parts of your life.

Your thoughts about yourself, others, your business, your opportunities and your challenges… All influenced by your mindset. Your mindset can either hinder or promote your overall well-being and success in life.

The interesting thing about mindset is that it has the ability to change—if you want. It can also be influenced by your environment and those around you. These facts led me to question if the different sectors of the hospitality industry face unique mindset challenges.

To find answers and gain further insight I decided to turn to our team at KRG Hospitality for their thoughts. In turn, I’ve written a series of hospitality mindset articles. To read the first entry in this series, the Bar Edition, please click here.

In this article I’ll explore the hotel industry, with thoughts from hospitality consultant Kim Richardson. Follow the series as I explore mindset in restaurants, hotels, bars, and start-up operations.

Let’s dive in!

The Hotel Industry

The hotel industry is vast and can be segmented into different sectors. These sectors include: lodging and accommodation, food and beverage, travel and tourism, entertainment and recreation, and timeshare and meetings.

Not only is the industry vast in its sectors, there are an array of categories. There are motels, inns and resorts, and independent, boutique and global brands. Budget, midscale, and luxury properties, and everything in between.

Different types of hotels will vary slightly in their management styles and success challenges, but most will share common mindset themes.

Successful Operators

Operating a successful hotel takes a certain mindset. You need to be organized, open-minded to growth strategies, mindful of your sectors and how they interact with each other, and responsive to the needs of your teams.

Curious about what makes one hotel stand above another, I asked Kim what contributes to a successful operator. She responded with the perspective of a general manager of a large hotel, and then from the perspective of an owner of a small boutique hotel.

“One thing that really sets the hotel world aside from the rest of the hospitality industry is the multiple facets of the different departments,” says Kim. “You’re essentially running several businesses inside of one business. All of these different departments’ successes and failures impact the other departments. I think it’s important for operators and general managers to truly have a pulse on what’s going on throughout the building and, more importantly, when a department has a success or failure, how the other departments contributed to that.”

When it comes to smaller boutique hotels or inns, Kim believes that “the ability to wear many hats and jump in as needed” is a crucial success skill for owners as they often work with a much smaller team and may need to be more hands on. Hand in hand with the ability to multi-task and wear many hats is having excellent time management skills.

Whether you are the GM of a large hotel or an owner of a small boutique hotel, it is essential to constantly “have a pulse on the business coming in the door.”

Operator Challenges

Operators need a positive, strategic, growth mindset to be successful in the hotel industry. This is a mindset that needs to be consistently cultivated, as there are challenges that will affect your daily thoughts, beliefs, and attitudes.

When asked what specific challenges hotel operators face that may affect their mindset, Kim shared her thoughts, again from the perspectives of a large hotel GM and that of a smaller boutique hotel owner.

Accountability

Being responsible for and held accountable to all levels of positions in your establishment can be exhausting, stressful, and frustrating.

“A general manager of a hotel has a lot of people to answer to. They have people above them in corporate making demands of them on a daily basis (budgets, goals, etc.). They have staff that they employ and need to keep happy. They have guests they need to keep happy,” Kim says. “With this many responsibilities, time management alone can be stressful. Finding a happy medium is close to impossible. Not every decision you make is going to please all three parties. This position can suffer from burnout just as much as the rest of their team.”

Overwhelm

Operators of boutique hotels and inns fall into danger of taking on too much themselves while feeling the success of their venue lies entirely on their shoulders.

Burnout, fear, and exhaustion are all possibilities in this situation.

“In a small boutique hotel, the owner and operator wears many hats,” says Kim. “They are often having to jump in and run many departments. If you’re short staffed in one area, you’re going to have to jump in. This can create a situation where you’re spending so much time working in the business that you struggle to work on growing the business. The overall stress of the success of the business is much more when you own your own hotel. Competing against big hotels with larger marketing budgets and known names can be a challenge.”

Employee Challenges

Your team also experiences their own unique set of challenges that can affect their well-being and mindset.

Being aware of these challenges is important if you hope to create a culture of respect, collaboration, and trust.

When asked what specific challenges hotel staff face, Kim had some insights.

On Demand

It’s no secret that the hotels operate in a 24-hour industry. No matter what time of day or night, a hotel never truly “sleeps.” This on-demand atmosphere can be stressful for your team.

“Since the building is open 24 hours, guests tend to think you are also available 24 hours,” Kim says. “There is always the possibility that you could get a call at any time when you’re not working. Not only does the guest perceive you as always available, some managers expect the same from you, too.”

Broken Telephone

Working in a 24-hour environment means that you may not always be working with the same people every shift. In establishments with several departments, you may never have direct interaction with a lot of your team.

This can all lead toward miscommunication, frustration, and blame.

“Communication can fall short,” explains Kim. “There can be people who work in other departments that you are never in the building with at the same time. There are typically many procedures in place to communicate between departments, but things still get missed.”

Harmful Beliefs in the Hotel Industry

How you feel about the people you work with and/or work for can have major impacts on your overall mindset.

If your daily thoughts regarding your team are negative, it suddenly becomes very challenging to create a successful hotel. Why would they be excited to come to work and proud of your hotel if their efforts are only ever met with negativity?

The hotel industry has a few specific, common harmful beliefs that are prevalent in many establishments. Being aware and knowing how to acknowledge and combat these beliefs is crucial to creating a more positive work environment.

Assumptions

When I asked Kim what one of the most prevalent harmful beliefs operators harbor about their teams, she discussed the assumptions that are often made.

“I think proprietors sometimes think that what they’re asking is easy and doable,” posits Kim. “When a business is not doing well they tend to look at the quality of their staff versus quality of the processes.”

Assumptions without clarity or reason can be extremely harmful to your workplace culture. Not only are operators holding assumptions about their team, but their team holds assumptions about leadership.

Staff often feel that operators and members of the leadership team are out of touch with the reality of their market, and that they place unrealistic expectations on them. There are assumptions made that leadership does not want them to succeed personally.

“Revenue goals are increased just because they want more money but haven’t put thought into whether or not it’s attainable to make the money,” says Kim. “Operators don’t want to see people get bonuses, so in turn they raise goals. Doing well one year will only hurt you in the next year because all goals will be raised. Staff feel overworked and underpaid, leading them to believe that ownership is cheap and always giving a two-person job to one person.”

Toxic Culture

The last thing that any hospitality business needs is a toxic culture. A toxic workplace culture encourages and breeds negative mindsets on all levels.

How can you be successful if your team dreads coming in for their daily shift?

I asked Kim what can create toxic culture in a hotel, and she shared her thoughts and experiences.

“One of the biggest challenges that I always felt in hotels is the divide amongst departments. It’s very similar to the front-of-house, back-of-house animosity that often exists in restaurants,” shares Kim. “One department always feels that another department was not mindful of how their decisions impact their department. What I came to realize is sometimes that’s true and sometimes it’s not. There’s always going to be that person who decided to make the decision that was best for their day or made them look good in accomplishing their own job.”

“However, I don’t think that is the intention of most people,” continues Kim. “With so many different types of roles in a hotel, you will never understand all of the inner workings of another department. Each department has to make the decision that best accomplishes their goal for the guest and their department. When the communication breaks down between departments and there is no understanding of how they impact each other, animosity is created.”

Moving Forward

Understanding the challenges that operators and staff are currently facing and acknowledging the importance of a growth mindset and the need for change, what positive changes have been occurring in the industry as a whole?

“Some hotels have increased wages. Some have been more open to hybrid positions of remote and on-property work since the pandemic,” Kim says. “However, there are some that are now trying to do away with those. Also, there are only a few departments in the hotel that can benefit from this as many of them need to be on property to do their jobs.”

“Overall, I haven’t seen a ton of change. There are still so many people struggling with work-life balance in the hospitality industry,” Kim continues. “I just talked to a friend the other day who has told me for years that she’s a lifer in hotels and she’s never going anywhere. She is the last person I thought I’d hear this from, but she’s feeling burnout and is not sure how much longer she can last. This is someone who is excellent at their job. Really understands the business, is a hard worker, team player, willing to go the extra mile. How many people do we find like that, that we are throwing away by putting unachievable standards on?”

Room for Improvement

Although some operators are becoming more aware of the well-being of those working in this industry, there are still many changes that need to happen. Kim believes that there are three simple changes that need to happen.

“We need to stop losing people that want to be lifers over things like burnout and lack of work-life balance. Genuine gratitude and respect from superiors goes a long way. Better communication and accountability are a must,” says Kim.

Final Thoughts

Hotels are a complex entity with many moving parts. It takes a strategic and positive mindset to ensure success and a happy work environment.

The reality is that there will always be challenges that will affect your thoughts and behaviors. You will have bad days but that is all they are: bad days.

It is the leader who can recognize these setbacks as temporary and use them to fuel their mindset towards making positive change who will come out on top.

I’ll leave you with a few last words of wisdom from KRG Hospitality hotel and restaurant consultant Kim Richardson.

“When guests come to stay at a hotel, it is their home for the duration they are there. They are there much longer than grabbing a cup of coffee or a night out to dinner. They can feel the demeanor of the staff,” says Kim. “Positive work environments exude happiness for the guests. When the employees are unhappy, the guests leave unhappy. Mindset can be contagious, and while the internal feelings trickle down to the guests, it starts way before that. If a positive energy is being given off from the leaders in the building, it can have a great impact on the staff, which then impacts the guests.

Cheers to personal and professional well-being!

Image: Marten Bjork on Unsplash

July 10, 2023by David Klemt David Klemt No Comments

Seemingly Simple: The French Fry

Seemingly Simple: The French Fry

by David Klemt

We celebrate the humble French fry—at once a living legend and deceptively simple side—on Thursday, July 13, National French Fry Day.

Now, I know I tend to dive into the history, disputed or not, of a given item when a holiday comes around. However, that’s not the point of this article.

Of course, I could easily point out that this iconic item’s origins aren’t settled history. That Belgium claims ownership as of 1680. Or that Chile may have beaten Belgium by 61 years. And that France gets credit because the recipe for “modern” French fries appear in the cookbook La Cuisinière Républicaine from 1775. I’m not even going to get into the debacle that was 2003’s Freedom Fries…

Again, that’s not the point. Whether you call them French fried potatoes, French fries, fries, pomme frites, or chips, they’ve been around for anywhere from 400-plus to almost 250 years in some form.

And still they manage to confound many a cook.

We’ve all gotten an order of flaccid, cold, mushy or otherwise cheerless chips. And we’ve all managed to muscle down at least a handful of those dismal, forlorn fries, each soggy bite driving us deeper into despair.

Okay, that may be the tiniest bit dramatic. My point is, French fries are deceptively simple to get just right. And a subpar fry can—let’s face it, will—ruin a guest’s perception of a restaurant. They may return, but they’ll be apprehensive.

Fry Infatuation

If you thought maybe I’d try to create a portmanteau like “infrytuation,” I did think about it. But that would be far too silly, even for me. I wouldn’t even type such a thing out loud.

Anyway, we may not know the origin of fries or chips for a fact. But we do know that for the most part, people love a fry. Those who don’t, well, they’re not to be trusted. Should you come across such a person, grab a handful of fries—or the entire basket—and run away. You don’t need that kind of negativity in your life.

But why? Why do we love a fry?

Perhaps it’s the versatility. They complete many a limited-service restaurant or QSR meal. At this point, the “bag fry” is almost its own varietal.

They’re at home at a dive or neighborhood bar. But they’ll also step up and accompany a steak at a French bistro or steakhouse. Fish house, shack or upscale seafood restaurant? Please—fish and chips are a power couple comfortable in any environment.

Speaking of versatility, chips are also happy to indulge a chef or cook’s most debaucherous thoughts. A vessel to carry short rib, cheeses, and an array of seasonings? They’re down.

Of course, it’s likely that fry popularity comes down to comfort. A hit of salt, fat, heat, crispness, and creaminess? That’s at the bare minimum. Toss on some parmesan or pecorino romano and that hit of dopamine doubles, at least.

Chip Tips

One professional, personality, and purveyor who knows his way around a French fry is Chef Brian Duffy.

Indeed, he takes fries seriously. So seriously, in fact, that he has promoted Lamb Weston for several years. For the unfamiliar, America-based Lamb Weston is on of the biggest producers of French fries in the world.

One of their products, the Extra Crispy series of fries, retains crispness for 30 minutes.

Chef Duffy also understands the importance of fries. They can, as stated above, make or break a guest’s visit.

Additionally, as you can see in the Instagram post below, Chef Duffy certainly sees the humble fry as a blank canvas for experimentation.

View this post on Instagram

A post shared by Chef Brian Duffy (@chefbriduff)

Given his strongly held views on fries, I reached out for his thoughts. And, of course, Chef Duffy didn’t disappoint. If you want to master your fries, take the Duffified approach.

Make sure you’re following Chef on Instagram, Facebook, Twitter, and Pinterest. From knife skills to thoughts on seasonings and techniques, you’ll gain helpful culinary insights. Oh, and he’s funny, too.

Duffified Fries

Elevate your French fries. Realize that they’re not “just” a side dish and therefore an afterthought.

For many brands, their fry is a calling card. That “card” can either tempt people through your doors or warn them to stay away.

Are they seasoned well?

Fries are seasoned perfectly when seasoned within 3-5 seconds of being removed from the fryer. Create a fry seasoning that has a good salt-to-seasoning ratio. My Fry base is 1 cup sea salt, 1/8 cup fresh ground black pepper, 1/2 cup onion powder, 1/4 cup garlic powder, 1/8 cup dark chili powder.

Are they crispy?

A good quality fry holds its crispiness for 10 to 15 minutes, unless it’s designed with a coating like a Crispy on Delivery^™fry from Lamb Weston that can stay crispy for up to 30 minutes. There’s nothing worse that taking that first bite and having a cold, soggy fry.

Are they hot?

A hot fry has a creaminess in the center that enhances the ultimate experience of the fry. Having that crispy exterior and creamy interior ensures a perfect fry!

Hand-cut fries.

Let’s be real: They’re amazing within the first few minutes. But anything longer than that is a soggy fry, rarely cooked perfectly due to the labor involved and the variations between the type of potato, the time of the year, and the starch to sugar content. It’s just a super inconsistent product unless it’s a huge focus for your concept. I’d stay away.

What are your sauces?

Just ketchup? Just ranch? Make up a few new dipping sauces that will assist you in creating a fry program that isn’t just as a side. Three different fry cuts and three different sauces are now a $14 appetizer that will make people happy.

Choose a fry or a fry program that matches your concept!

Is it a wedge, a concertina, a waffle, a dipper or a steak…? Choose wisely because the wrong fry can take your menu from great to, “Well, that sucked.”

Takeaway

Speaking of featuring fries as a premium appetizer that justifies a premium price, Chef Duffy has a couple of ideas.

One, a fry board. We’ve seen cheese boards, meat boards, pretzel boards… Why not fries?

Sift through Instagram and you’ll also find a Chef Duffy take on build-your-own nacho fries.

View this post on Instagram

A post shared by Lamb Weston for Chefs (@lambweston4chefs)

Get creative. Don’t just have fries, engage your kitchen and have them build a fry program. Innovation draws people in and converts them to loyal, repeat guests while justifying premium pricing.

Image: Vincent Rivaud on Pexels

Disclaimer: Neither the author nor KRG Hospitality received compensation, monetary or otherwise, from Lamb Weston or any other entity in exchange for this post.

July 7, 2023by David Klemt David Klemt No Comments

Hospitality Mindset: Bar Edition

Hospitality Mindset: Bar Edition

by Jennifer Radkey

Messages about the importance of mindset flood our social media feeds but what exactly does the word mean, and why is it so important?

You’re told you need to have a growth mindset to be successful. You must have a positive mindset for a happy and fulfilling life. Both are true statements, but what do they mean?

Simply stated, mindset is an individual’s usual attitude or mental state. It reflects someone’s way of thinking and motivates their actions. So, why is it important to be aware of your mindset?

Well, if your mindset is your usual attitude or how you show up in your life each and every day, it will influence all parts of your life. Your thoughts about yourself, others, your business, your opportunities, and your challenges are all influenced by your mindset. Your mindset can either hinder or promote your overall well-being and success in life.

The interesting thing about mindset is that it can change—if you want it to. Your mindset can also be influenced by your environment and those around you. These facts led me to question if the different sectors of the hospitality industry face unique mindset challenges.

To find answers and gain further insight, I decided to turn to our team at KRG Hospitality for their thoughts. In turn, I’ve begun a series of hospitality mindset articles.

In this first article I’ll explore the bar industry, with thoughts from master mixologist Jared Boller. Follow the series as I explore mindset in restaurants, hotels, and start-up operations.

Let’s dive in!

The Bar Industry

In the US, the bar and nightclub market is valued at an estimated $36 billion for 2023. The industry as a whole employs close to 600,000 people.

With businesses built off drinking culture, what unique challenges do operators and those working inside these establishments face?

Successful Operators

Operating a successful bar takes a certain mindset. You need to be flexible, open-minded to growth strategies, mindful of your market and competition, and compassionate to the needs of your team.

Interested in what makes a bar operator stand above their competition, I asked Jared what makes a bar operator successful.

“First and foremost, I think that every bar owner needs to understand their product and how they are going to differentiate themselves from the competition. Ultimately, it is up to the owner to realize what their goal is in owning a bar. It requires digging deep into themselves to ask what they want out of their business.

“Are you looking for a way to make extra cash? Are you looking to provide a local hangout for you and your friends? Do you want to win awards and have a buzzworthy place everyone wants to visit? This is a tough business that requires a lot of time and energy, and thick skin.

“Be organized, clean, a good leader, efficient, and provide a home that your employees want to come to. Try to know all aspects of the business: financials, technology, culinary, bar, service, management, etc.”

Operator Challenges

Operators need a resilient, positive, growth mindset to be successful. It’s the only path forward to running a bar they are both proud to work in and enjoy working at every day.

This is a mindset that will need tending to as there are challenges that will affect your daily thoughts, beliefs, and attitudes.

When asked what specific challenges bar operators face that may affect their mindset, Jared shared his thoughts.

Labor Shortage

Dealing with labor shortages as an operator can create feelings of frustration, stress, and resentment.

“It’s getting increasingly difficult to gain a competitive edge because of numerous factors, one of the biggest being labor shortage. It’s not a labor shortage where there’s not enough jobs, it’s an unwillingness to work and/or want to work in the hospitality industry because, quite frankly, ‘It’s tough.’

“I think that with inflation happening in the world, as well as the majority of establishments working off the Tips Blueprint, it doesn’t allow people to know what they’re making day in and day out. People are turning to different jobs or jobs outside of hospitality because they don’t want to be on their feet everyday working long hours and not knowing their future.”

Competition

If a bar operator isn’t careful they can very easily become lost in the game of comparison.

Yes, it is important to know what your competition is up to, but if the constant comparison leads to negative feelings about you, your team, and your establishment without any action for improvement, this is a surefire way to hurt your mindset and chances of success.

If you truly want to be competitive without getting lost in the comparison game, focus on your team.

“The time of pumping out commercial food and drink is gone, and legitimate professionals who are educated and professionally trained are few and far between. Additionally, there’s even a creative youth movement with ambition, but they have not been classically trained in their respective outlets.

“It’s difficult to be competitive without education, training, and bringing together a group that can keep an establishment afloat with similar perspectives. It takes an army to be competitive with everyone speaking the same language, understanding the establishment inside and out, and able to execute night in and night out with the same integrity.”

Social Media/Online Reviews

As a bar operator, you rely on your reputation within your community for the success of your business. This also holds true for your online community.

How you react and your thoughts about online reviews can affect your mindset. A negative online review can very easily incite feelings of anger, disappointment, and blame.

“We live in a world driven by star ratings, thumbs up, and everyday critics writing novels about how there was ‘too much ice in my drink,'” says Jared. “If you read too many negative comments, that could affect one’s mental health and hurt confidence.”

Coming up with a strategy for dealing with negative social media posts/reviews is critical for keeping a clear perspective and maintaining a positive mindset.

Employee Challenges

Your team experiences their own unique set of challenges that can effect their well-being and mindset as well.

Being aware of these challenges is important if you are hoping to create a culture of respect, collaboration, and trust.

When asked what specific challenges bar staff face, Jared had some insights.

Long Hours/Physicality

Bars are often open late into the night, with bartenders in particular being front and center at all times. This can lead to both physical and mental exhaustion if appropriate breaks aren’t provided.

“The physicality alone will eventually take a toll on the employee who is shaking drinks for eight to ten hours a day, working doubles, having minimal break times, and standing on their feet for the same amount of hours. On top of that, you are constantly on stage and typically in a vantage point of someone either sitting across from you at the bar or observing from a table. You are constantly having to engage, take care of, and put on a happy face even if you might be dealing with something in your personal life. Not being able to take a step away or breathe can make you feel claustrophobic or trapped at times.”

Job Security/Growth

If you are working in an unsupportive environment that does not feel safe and makes you feel as though your future with the business is unsure, it can create feelings of discomfort, resentment, anger, worry, and even fear.

Bar employees need to feel respected, heard, and valued.

“Every employee—pending they do the job well—should feel safe in their workspace. I also believe that employees should be able to grow in their workspace if they have the desire to learn and/or be promoted in the future.

“I think that if an employee does the work, and has mastered the role, they should be considered for advancement. Employees in this industry need to identify what speaks to their personal interests and try to master that. I personally wanted to master the craft of bartending so that’s the path I took. Employees should never be scared if they’re interested in growing with the brand.”

Harmful Beliefs in the Bar Industry

How you feel about the people you work with and/or work for can have major impacts on your overall mindset.

If your daily thoughts regarding your team are negative, it suddenly becomes very challenging to create a successful bar with a team who shows up wanting to do their best each and every day.

The bar industry has a few specific common harmful beliefs that are prevalent in many establishments. Being aware of these and knowing what to do with these beliefs to change them is critical to creating a more positive work environment.

Paranoia

When I asked Jared what one of the most prevalent harmful beliefs operators have about their team, he discussed the belief that everyone is taking advantage of you. Many owners believe that everyone is stealing from them.

“In all of my years working in bars and restaurants there was always this sense that employees would be taking money from them or pouring ‘free products’ off to their friends/family. Truth be told, it happens, but I think that employees wouldn’t do that if they were offered a simple ‘comp tab.’

“I’m not saying that offering a free drink here and there to a friend is right, but I think for an owner to say, ‘Buy your friends a drink every now and then to show you appreciate them coming here,’ is a nice gesture.

“I’ve worked in places where owners are transparent, honest, and trustworthy with their employees, and the employees are happy so they don’t go behind the owner’s back. I think ownership needs to be realistic and give back to their employees and visitors every now and then, because that will boost morale.”

Feeling Unappreciated

When it came to harmful beliefs that staff have about ownership, Jared shared that employees feel that ownership does not care about them. While in some cases these beliefs may unfortunately be valid, in many cases owners may just be legitimately unaware that there are issues or concerns that need to be addressed.

“A lot of hospitality employees don’t feel appreciated by their bosses. Employees often feel like they can’t have a voice. Sometimes owners are so tied up in everything else to maintain the business and they won’t recognize you unless you speak up and engage in conversation over frustrations. Staff members need to not overstep their boundaries, but if there is something that could potentially move the business forward, express your concern.

“I’ve always had a good relationship with owners because I try to throw out ideas they don’t see, and come up with a potential solution to an issue. Owners don’t know everything and a lot of time are caught up in the day-to-day business. You were hired there for a reason: because they trust you to do a good job.”

Moving Forward

Understanding the importance of cultivating and maintaining positive, growth mindsets will allow you to move forward with your team towards shared goals and dreams.

Nobody wants to hate where they work, and with commitment to tackling challenges and harmful beliefs, this won’t be likely to happen.

So, what positive changes have been incurring in the industry as a whole?

“Simple things. Team-building events, like a picnic, an annual dinner to celebrate the staff, a field trip to a farm, quick getaways, etc. When the ownership/management team gives back to their team they end up enjoying coming to their second home everyday.

“Ensuring there are appropriate breaks during the long days, and potentially offering a ‘family meal’ to boost energy and give them food they might not be able to afford at home. Promoting ‘in-house’ competitions, such as the person who has the best wine sales at the end of the week gets a free bottle of wine. Leveraging different companies—spirits, wine, food purveyors—to do in-house demos and educationals. Allowing the staff to be hands on and learn something that will provide value to their personal growth.

“With less and less people choosing to take the hospitality path, it creates a lack of talent or people willing to roll up their sleeves and do the work. That’s why it’s important that the venue gives back every once and awhile.”

Room for Improvement

Although we’re starting to see more awareness of the well-being of those working in this industry, there are still many changes that need to happen.

“There needs to be sustainable and livable wages established universally amongst staff. With a world of inflation and prices on everything sky-rocketing, people are not going to be able to work in this industry and survive.

“There needs to be more meetings amongst staff to ensure that everyone has a voice and that everyone is on the same page when it comes to their jobs. There are a lot of mental health issues to this day because the hospitality industry is a crazy, tangled-up web when there is no guidance and good leadership. Our industry still has substance abuse issues, with people self-medicating with drugs and alcohol to help numb their pain, in addition to consuming too much caffeine to stay afloat.

“There needs to be more support and coaching programs available to new operators—similar to what we offer through KRG—to ensure they understand what they are signing up for. Education, leadership, guidance, inspiration, and providing a great work/life balance need to be a primary focus. Out with the 70-hour work week—back to a sustainable work timetable.”

Final Thoughts

Winning mindsets create winning concepts and winning teams. Having a positive mindset doesn’t mean that you don’t experience challenges or that you don’t experience any negative feelings. We are all human; of course we are going to have negative thoughts now and again.

It’s what you choose to do with those thoughts. If you allow them to become your predominant attitude, that will determine your overall mindset. The bar industry may have it’s challenges but it is also a place of excitement, entertainment, and creativity, a hub for social interaction with a never-ending hum of humanity.

I’ll leave you with a few last words of wisdom from KRG’s master mixologist Jared Boller.

“Understand that every day is going to be different than the previous, and you have to constantly adapt to what’s being thrown at you. If you’re not adaptable and can’t bend to spontaneous requests you might find yourself going into a dark space. Know that everyone is different, with unique upbringings and alternative perspectives on life. You are not always right, nor are they.

“Establish your rules in this bar environment. Educate yourself so you know more than everyone else in the room about your business and your craft, and open your mind to learning new things. Don’t be a know-it-all because that’s just downright annoying.

“And, finally, my rules that I live by behind a bar: ‘If someone wants to speak religion, decline. If someone wants to get your beliefs on politics, decline. And when a woman asks you their age, don’t answer, or politely decline.’ Everything else is an open conversation.”

Cheers to personal and professional well-being!

Image: Rachel Claire on Pexels

June 21, 2023by David Klemt David Klemt No Comments

Fire and Ice: Bring Your Teams Together

Fire and Ice: Bring Your Teams Together

by Jared Boller

If you want to elevate your concept you need to ensure the front- and back-of-house teams are working with each other, not against one another.

There’s nothing wrong with a healthy rivalry and competition, of course. But the key word there is “healthy.” Both teams are crucial to your success, even if they seem like polar opposites.

Analogies are one of the singular greatest educational selling points when you have a group of people in front of you. Not only do they help you get your point across, they also help you to make a topic relatable to the listening novice.

In hospitality there are numerous ways to use analogies as teaching tools. When it comes to mixology or bartending, I like to use fire and ice to represent the kitchen and the bar.

I take this approach because the bar (ice) is the friendly counterpart to the fast and furious kitchen (fire). If you follow my train of thought, you’ll see why I preferthis approach: ultimately, we’re speaking about temperature and its importance in both spaces.

Consider the art of crafting cocktails. You and your bar team should understand dilution and melting rates the same way you know how important temperatures are to steaks. Nine times out of ten, individuals at the table have a personal preference regarding the temperature of their steak.

Guests don’t hesitate to relay this information to the server. Next, the chef and their brigade uses fire and cooking times to ensure each state is cooked properly. Not only that, the mastery of their craft leads to each steak coming out at the same time, cooked to each guest’s preference.

This process is the same for the bar. Stirred, shaken, egg-white cocktails… Bartenders must master their craft to ensure they understand the different types and uses of ice (or no ice) when building drinks. Moreover, they need to use that knowledge to ensure each drink for a table or group comes out at the same time, with the appropriate level of coldness.

In the end, when drinks hit the pass or server’s station, we want drink orders to be delivered as quickly as possible because they’re on the clock. The ice in the drinks start to melt. Hot food begins to get cold. We’re fighting time.

Understanding temperatures and times relates directly to the guest experience. We can tell how well-oiled and skillful front- and back-of-house teams are by watching drinks and dishes hit tables.

Fire

According to Anthropologist Richard Wrangham, who wrote the book Catching fire: How Cooking Made Us Human, people started cooking over open fire more than two million years ago.

Wrangham states that cooking was first seen as “simply chunking a raw hunk of something into flames and watching it sizzle.” Modern chefs may not agree with this style but we are able to see that early human “cooks” came to a few realizations regarding their use of fire. Their food was healthier, tastier, and they may have had more revitalized immune systems.

Obviously, the evolution of modern cooking techniques have advanced through tools, techniques, and vessels over the years. However, regardless of how much innovation we introduce to our kitchens, we’re still using fire and heat to cook our food.

Unless they’re expecting a salad, sushi, or another amazing raw or cold food, guests anticipate their food will be hot or warm upon arriving in front of them. Great chefs take control of their kitchens, techniques, and tools. Their masters of temperature. They have a nearly supernatural understanding of timing.

It’s always a site to behold when someone is masterful in the kitchen. A seemingly endless number of pots and pans raging on burners. Infinite elements of dishes flowing in and out of ovens. Chaos to the novice’s eyes but in reality, flawlessly composed dishes arriving at perfect temperatures.

Ice

We can trace the use of ice in drinks as far back as ancient Egypt. Icy drinks are also well documented by first-century Roman society; emperors, it’s claimed, enjoyed “chilled” cocktails via glacier runoff extracted from the mountains.

Emperors, according to some historians, would store giant blocks of ice in cool cellars, garnishing their tipples with shards of ice. This was both a decadent display of their elite status, and evidence that humans have long appreciated a cold, refreshing drink.

It wasn’t until early 1800s Boston that humankind really began to master ice. A young entrepreneur, Frederic “The Ice King” Tudor, pursued an idea with his brother and launched the ice or frozen water trade. Over the course of just a few decades, the New England-based trade was able to ship ice worldwide.

The Wenham Lake Ice Company, established in the 1840s, harvested giant blocks from the eponymous lake and stored them in a network of ice houses, accessed by a small railroad system. Once a luxury, ice was on its way to going mainstream. Everyone was coming to the realization that drinks tasted better with a bit of dilution and colder temperatures.

Eventually, ice production led to ice harvesting innovations. For example, Clinebell machines that use cold plates to 300-pound, crystal-clear blocks. Along with being clear, the ice blocks are super dense to reduce dilution rates significantly. From glaciers to “harvesting” ice from lakes to full-on factory production, our obsession with ice has led to technological innovation.

Interestingly, however, early 19th century methods of ice extraction are once again in vogue. A cadre of passionate bartenders who view ice as a premium ingredient in and of itself are hand carving ice cubes, spheres, and spears for perfectly curated Negronis or Old-fashioneds.

Takeaway

The bottom line is, temperature is important to anyone working in hospitality. Kitchen and bar teams need to work together to create the best possible products.

Some people think of food or drinks when asked to consider the best restaurants and bars in the world. However, those are products. What sets the best concepts apart is the teams they’ve each built and nurtured.

It’s the passion of each team member and their consideration of the fine details that makes a restaurant or bar notable. So, when we think about fire and ice, we can consider this idea the ultimate geekery in regard to our profession.

Take it from me: When the front of the house and back of the house collaborate, then they’re in sync with one another and nail the small details, they transform first-time guests to repeat brand evangelists.

They may not understand why their experience was so incredible but they’ll become outspoken ambassadors.

Image: Alexander Startsev on Unsplash

Martinis at Bemelmans Bar inside the Carlyle hotel in New York City

June 9, 2023by David Klemt David Klemt No Comments

Own Your Team’s Excellence

Own Your Team’s Excellence

by David Klemt

If you and your team are producing an incredible food or drink item, don’t just be proud—make it your signature and own it.

As Chef Brian Duffy says during his demos and speaking engagements, people can eat and drink anywhere. Further, with just a handful of major food suppliers operating throughout North America, operators are using much of the same ingredients.

With that in mind, then, it’s crucial that operators and their teams innovate. Doing so ensures that hospitality professionals are staying current on consumer demands and trends; constantly seeking be educated and share information; and making sure their business stands out from others.

A commitment to standing out can also motivate a team to elevate their techniques. In turn, they can truly “own” an item. Creating something incredible—and replicating it order after order consistently—can become a brand and team’s calling card.

Does your kitchen team turn out a fantastic signature burger? Has your business become known as the place for chicken wings because of your kitchen team?

Has your bar team perfected the Margarita? Are they so good at crafting Frozen Irish Coffees that your bar is on Glendalough Distillery‘s radar?

When you identify what your team is producing at an extraordinary level, you need to make certain you loudly own it.

A Real-world Example

For a high-level example of what I’m talking about, we can look at the Carlyle in New York City.

This landmark Rosewood Hotel is known for delivering peerless service. However, a venue inside this sophisticated resort is known for a specific item.

Bemelmans Bar, an escape from the hectic streets of New York, is known for the Martinis the bar team produces. (They’re also known for their red jackets, but those aren’t for sale.)

It may be a bold statement considering the level of bars and cocktails in the city, but Bemelmans Bar (and therefore the Carlyle) owns the Martini in NYC. In fact, the bar serves a staggering 1,000 Martinis a night. More often than not, the Martinis that cross the bar or leave the service well are dirty or extra dirty. This has been the case since at least 2021.

So famous are the Bemelmans’ Martinis that the Carlyle sells an at-home kit, yours for just $395. It’s their latest promotion, though, that makes it evident Bemelmans and the Carlyle are taking ownership of the Martini.

Guests of the Carlyle can now book their Martini Retreat, a two-day experience that centers around their signature cocktail. If, perhaps, you think that $400 is a bit steep for their Martini Box, prepare for true sticker shock. The Martini Retreat experience starts at $4,895 for two guests.

However, the package is rather impressive and encapsulates the Carlyle’s ownership of the Martini. The Carlyle Martini Retreat includes:

a two-night stay in a Madison Room or Premier Suite;
a Bemelmans Bar Martini Box;
enrollment in the Bemelmans Master Martini Class (valued at $495), a 45-minute experience during which guests learn how the bar team crafts multiple variations of vodka and gin Martinis, and their new Madeline’s Vesper cocktail;
a two-course Martini lunch at Dowling’s at The Carlyle; and
a curated list of where to go to try other great Martinis throughout NYC, put together by Dimitrios Michalopoulos, bar manager at Bemelmans.

Takeaway

So, am I suggesting that operators create an experience that costs thousands of dollars? Well…I mean, if your concept can succeed with such a promotion, absolutely. If doing so would resonate with enough guests to make it feasible and become a steady (and impressive) revenue stream, go for it.

However, what I’m really attempting to drive home here is the power of becoming known for even a single signature item. And, hey—your item, in your market, may be the Martini.

Owning an item means screaming from the rooftops and hills that it’s yours. That your team’s version is the one to have; the one people in the know have to have. Taking ownership of your team’s excellence translates to becoming a destination for it, to driving repeat visits once people have experienced it.

Of course, with that ownership comes the responsibility to elevate all other elements of your business. Every other item on the menu must be produced and served at the highest level. This ensures the entire guest experience wows the guests, and the signature item is essentially a driver and the cherry on top.

It’s time to review what your team produces so well that your brand owns it. Should this introspection yield no results, it’s then time to see what other operators are known for and discover what item or items you and your team can improve upon. What’s something that works with your brand that you feel confident you and your team can own?

There’s power, money, and long-term success in something on your menu. It’s time to uncover it and take ownership.

Image: The Carlyle

June 2, 2023by David Klemt David Klemt No Comments

5 Books to Read this Month: June 2023

5 Books to Read this Month: June 2023

by David Klemt

Our engaging and informative June 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 May 2023, click here.

Let’s jump in!

Start with Why: How Great Leaders Inspire Everyone to Take Action

This book written by Simon Sinek is considered one of the best books ever written about leadership. “Start with Why” isn’t just a clever title, it’s an important beginning point for all entrepreneurs and leaders.

Further, this book introduces the reader to what Sinek calls the Golden Circle. True leaders don’t micromanage. They don’t just delegate. Effective leaders inspire their teams, providing more motivation than, “Do what I say.” Grab this best seller today: click here.

The Sioux Chef’s Indigenous Kitchen

We saw this book while we were walking the floor in Chicago at the 2023 National Restaurant Association Show. I snapped a photo, looked up the book, and not only has it been named the Best Cookbook of 2017 by several publications, it’s also the 2018 James Beard Award winner for Best American Cookbook.

From Amazon: “Here is real food—our indigenous American fruits and vegetables, the wild and foraged ingredients, game and fish. Locally sourced, seasonal, “clean” ingredients and nose-to-tail cooking are nothing new to Sean Sherman, the Oglala Lakota chef and founder of The Sioux Chef. In his breakout book, The Sioux Chef’s Indigenous Kitchen, Sherman shares his approach to creating boldly seasoned foods that are vibrant, healthful, at once elegant and easy.”

The Maison Premiere Almanac

If you’ve been the Maison Premiere in Brooklyn, you know it’s a unique experience. That’s saying a lot given the level of the bars, restaurants, and hotels in that iconic borough. One of the standout features is an “absinthe drip” that was inspired by the legendary New Orleans saloon Old Absinthe House.

From Amazon: “As captivating as the bar itself, The Maison Premiere Almanac is both a visual delight—drawing on photography, illustration, and graphic design—and a detailed guide to the rarefied subjects that make Maison Premiere unique, including deep explorations into the art of the cocktail and cutting-edge bartending techniques and equipment.

“There are also primers on absinthe (a Maison specialty) and recipes for highly refined cocktails, including martinis, toddys, punches, and mint juleps. Tutorials on oysters include how to confidently select and prepare them at home and how to eat them with style. And while packed with curious information and useful knowledge on cocktails and bartending for both enthusiastic beginner bartenders and seasoned cocktail lovers, the Almanac is also a visually arresting objet d’art that will make a perfect addition to any bookshelf.” For all of this and 90 recipes, click here.

Tropical Standard: Cocktail Techniques & Reinvented Recipes

This book is the result of a collaboration between bartender Garret Richard and writer Ben Schaffer. As every great bartender knows, producing great drinks comes down to technique and understanding ratios.

From Amazon: “Crucial techniques are clearly detailed, including how to balance syrups, flash blend, handle carbonation, tackle tinctures, cordialize citrus, and power up juice with acid adjusting. Over the course of 84 recipes, vintage cocktails like the Rum Barrel, Mai Tai, and Ray’s Mistake are reimagined just as future classics are revealed, including the Beachcomber Negroni, Winter in L.A., and Field of Mars. These drinks honor founding legends such as Donn Beach, Trader Vic, and Harry Yee as well as modern icons, including Dale DeGroff, Audrey Saunders, Julie Reiner, and Dave Arnold.”

Grab this book today!

The Seasonal Cocktail

All the data support the statement that today’s guests are choosing to drink better. Better spirits, better ingredients, better drinks.

The Seasonal Cocktail is the perfect cocktail book for addressing this change in consumer behavior. Author Jason Hedges is the mastermind behind several of the world’s best cocktail programs, such as L’Ecole and Gotham. F. Paul Pacult has been called “the J.D. Power of liquor,” which is an incredible endorsement.

Together, these two beverage powerhouses share what it takes to build sophisticated yet simple seasonal drinks. Timely, given that we’re now hitting the summer months. Click here to grab this book now.

Image: Mikołaj on Unsplash

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

May 22, 2023by David Klemt David Klemt No Comments

Use this Powerful Communication Style

The Powerful Communication Style You Should Be Using

by Jennifer Radkey

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

Street art portrait of Rich Uncle Pennybags

May 12, 2023by David Klemt David Klemt No Comments

Be a Student of the Game

Be a Student of the Game

by David Klemt

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

May 10, 2023by David Klemt David Klemt No Comments

Ovation Reveals 5 Secrets for Growth

Ovation Reveals 5 Secrets for Growth

by David Klemt

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:

Collected.
Compassionate.
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

May 8, 2023by 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

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

May 5, 2023by David Klemt David Klemt No Comments

Consultant Versus Coach

Consultant vs. Coach: Similarities and Differences

by Jennifer Radkey

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

"Think about things differently" neon sign

May 1, 2023by David Klemt David Klemt No Comments

Program for Unique Holidays: May 2023

Program for Unique Holidays: May 2023

by David Klemt

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:

2 oz. Woodford Reserve Kentucky Straight Bourbon Whiskey
1 oz. Housemade chestnut liqueur
1 sprig of Mint, for garnish
1 stalk of Virginia bluebells, for garnish

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

Heroica Puebla de Zaragoza Puebla, Puebla, Mexico

April 28, 2023by 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

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

April 18, 2023by David Klemt David Klemt No Comments

Sticking to Your Standards

The Importance of Sticking to Your Standards

by David Klemt

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.)

Create your standards. Again, there are different approaches.
Pick your committee. I’m going to explain this further.
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

April 18, 2023by David Klemt David Klemt No Comments

Chip Klose and the ABCDEs of Marketing

Chip Klose and the ABCDEs of Marketing

by David Klemt

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

April 12, 2023by David Klemt David Klemt No Comments

Tips from Tipps on Cool Concepts

Tips from Tipps on Building a Cool Concept

by David Klemt

It’s true that “cool” is difficult to define, and yet as amorphous a concept as it can be, we can create a vibe that embodies this important design element.

Some people have an innate understanding of the cool factor. They can identify it, design for it, and reënvision it. However, even these people can’t always explain the concept of cool.

To repurpose a 1964 quote from Supreme Court Justice Potter Stewart, “I know it when I see it.” And to paraphrase that quote, many of us would say we know cool “when we experience it.”

Of course, I can say that the KRG Hospitality team knows cool and develops concepts around this nebulous design concept. But that wouldn’t be cool; if you call yourself cool, you’re not. It’s sort of like attempting to give yourself a nickname—it really doesn’t work. (When I was in the Air Force I witnessed what happened to a few brand-new F16 trainees who tried to give themselves their own call signs. The results? Yikes.)

So, I’m going to share some helpful thoughts on this topic from a friend of KRG. Invictus Hospitality co-founder Michael Tipps, who knows cool when he sees and feels it.

Importantly, he and his team can also design for it. During the 2023 Bar & Restaurant Expo in Las Vegas last month he shared his thoughts on this idea to a room full of operators and leadership team members.

To check out some of the cool concepts in the Invictus portfolio, click here. For the KRG portfolio gallery, follow this link.

So, You Wanna be Cool…

With very few exceptions, most people thinking about their dream restaurant, bar, nightclub, eatertainment concept, or hotel don’t want to embody the antithesis of cool. In fact, I’ll say that if someone does design an “uncool” concept purposely and does so successfully…it’s cool.

That said, here’s an important tip from Tipps on developing a cool concept: “If your bar or restaurant is epic, it will attract everyone.”

However, that doesn’t mean designing a place that attempts to make everyone happy. Instead, consider your target guests—groups of people you and your partners understand, ideally—and design for them.

Nailing your concept for your target guests will attract other groups. And before anyone says that sounds exclusionary, that’s not what Tipps or I are talking about. Listen to anyone from the KRG Hospitality and Invictus Hospitality teams speak and you’ll know making any guest feel unwelcome isn’t on the menu.

Instead, consider the longstanding maxim that you can’t please everyone. Hence, focusing on your target guests to pull the threads tighter during the concept development phase.

Another key consideration when trying to nail down the cool factor? Differentiation.

“If everyone is used to westerns, somebody wants an action movie,” says Tipps. In other words, in a market saturated by one or two types of concepts, there are people dying for something different.

So, develop your dream concept with the idea of delivering something different in mind.

Stay True

This isn’t exactly a hot take but at the end of the day, all restaurants serve food. All bars serve drinks. All hotels provide rooms.

In other words, people can go anywhere for at least decent food and drink, and a place to sleep. The differentiators that separate one concept from another are atmosphere, service, and culture. Those three elements (along with some others) define a particular brand.

When your dream concept is on paper and you’re ready to make it a brick-and-mortar reality, you must stay true to it. Using the KRG process as an example, our feasibility studies, concept development plans, and business plans combine to form our Roadmap to Success. This is a document hundreds of pages long that’s unique to every client and concept we develop.

Once that deliverable is in your hand, it’s crucial to stay true. Or, as Tipps said at BRE in March, “You have to remain steadfast and focused on your concept.”

Designing a cool concept can take you into deep, uncharted waters in your chosen market. The voice telling you that you need to rein things in can be a loud, nagging one. Learn to quiet that panicking voice.

It can be daunting to design something you think is cool. You may find yourself asking if anyone would even want this “cool” concept.

Well, an unfiltered Tipps suggests you consider your answer to the following question: “How do people know what they want if they haven’t fucking seen it?”

You can build the next Applebee’s, Chili’s or Fridays. Or you can build something unique that will set a new standard in a market. And that’s not a knock against those chain restaurants—they’re successful on a global scale. But if you don’t want to operate an Applebee’s, don’t design yourself one.

A Word on Rebranding

Owing to the pandemic, rebrands are, as Tipps says, ubiquitous. This makes sense as people’s perspectives are different now. Operators want to finally own their dream concept. Hospitality pros want to work for brands that share their values, and that they deem cool. Guests want to spend their time and money on brands with which they identify (and also deem cool).

“If somebody wants to rebrand, they probably should,” says Tipps.

According to Tipps, however, “a lot of people confuse a rebrand with a refresh.”

While new tables, chairs, and paint can feel like a huge change, that’s not a rebrand. While many guests appreciate a refresh, their relationship with the brand won’t change much.

So, if an operator doesn’t plan and execute a full rebrand carefully, Tipps says they need to temper their expectations for a measurable ROI.

Now, if you have ideas for a cool rebrand, planning is crucial. But that doesn’t just relate to knowing what you want. You need to have your new name, logo, colors, menus, and exterior and interior designs finalized, of course.

However, you need to plan for how long the rebrand will take. As an example, when Invictus last rebranded their own concept they planned for two months to prepare to shut down for a full week.

Your cool new concept and its cool new details? They cost money and, as importantly, they take time. Which, as we all know in this business, costs even more money when you’re shut down.

Now’s the time to move forward with your cool new concept. Don’t hesitate to take your first step toward owning the cool brand you’ve always really wanted. While you’re dreaming about your concept, someone else in your market is making theirs a reality.

Image courtesy of Invictus Hospitality

April 11, 2023by David Klemt David Klemt No Comments

Real-world Menu Tips from Chef Brian Duffy

Real-world Menu Tips from Chef Brian Duffy

by David Klemt

I wonder what Chef Duffy would say about these menus.

Call it an education session, call it a workshop, one of the best features of the Bar & Restaurant Expo is live menu feedback from Chef Brian Duffy.

This is certainly true of the 2023 Bar & Restaurant Expo. During this year’s BRE (formerly Nightclub & Bar Show, or NCB), Chef Duffy delivered well over two hours of real-world menu feedback.

To be sure, BRE educational programming is always beneficial. Attendees who take the time to plan their schedules to include education sessions will take invaluable tips back to their businesses.

However, watching in real time as Chef Duffy critiques real menus submitted by BRE attendees provides insight that will impact the guest experience and success of a restaurant or bar immediately.

When delivering his feedback, Chef Duffy is unacquainted with the menus. He’s also unfiltered. So, attendees of these sessions are provided a window to Chef Duffy’s professional opinions, on the fly, in real time.

Take, for example, this blunt statement: “If you serve tilapia in your restaurant, you suck.” Before anyone has a conniption, Chef Duffy is referring to unethically farm-raised tilapia that’s often exposed to waste.

Technical Difficulties

Due to unforeseen AV issues, Chef Duffy was unable to use the large screens in the room to review menus for 30 to 40 minutes.

Now, some speakers may be shaken when encountering such a technical difficulty. This isn’t the case for Chef Duffy. In fact, all in attendance from the start of his session were lucky enough to gain insights beyond menu design because of the AV issues.

First, we all gained some insight into Chef Duffy’s consulting process. When engaged for restaurant consultation, he watches an evening service. Next day, he’s in your kitchen at 10:00 AM. What he sees in your kitchen tells him what’s happening throughout your restaurant. By the way, if he encounters just two spelling errors on your menu, he’s done reviewing it—you need a fresh start.

Second, inventory. Chef Duffy assumes you keep eleven percent of your overall revenue on your shelves. So, if you’re generating $100,000 each month, your shelves hold $11,000 of product. When reviewing your financial situation, take a look at that number for your own restaurant or bar.

Third, executive chefs versus head chefs. Chef Duffy has been on the ground for more than 100 restaurant openings. He has interviewed countless chefs. Have you ever wondered about the difference between an executive chef and a head chef? Knowledge of the financial aspects of running a kitchen. Without it, someone’s not an executive chef—they’re a head chef. Executive chefs know (and in theory can be trusted with) finances; head chefs make sure the brigade comes to work on time.

Finally, a cost-reduction tip. When you speak with your food reps, ask about DWO items: “Discontinued When Out.” You may be able to get your hands on some great items for a fraction of the cost.

Pricing Tips

Since we’ve looked at costs, let’s take a look at pricing.

Determining pricing effectively involves more than just gathering intel about your competitors. Chef Duffy suggests looking over your entire menu and committing to a pricing hard deck.

For example, “I’ll never sell a starter for less than X dollars.” You commit to never selling a entree for lower than a certain dollar amount. If you breach that promise, you may damage your brand.

Staying on the topic of pricing, don’t take advantage of your guests. Chef Duffy absolutely believes you can charge premium prices—but only for innovation. How do you know if a menu item is innovative? If it has made its way to major chain restaurants and you’re not doing anything unique to your version, it’s not innovative.

In terms of layout and design, don’t “lead” guests to prices with dots, dashes, or solid lines. Just place the price next to the item and move on.

Menu Tips

Another crucial tip that really should go without saying but, well, here we are, is proofreading. Want to make sure your menu is correct in a fun way? Throw a proofreading party. Invite ten of your VIP guests, gather your staff, invite some friends and family if you won’t be distracted, and ask for honest feedback.

Of course, you can elevate this event by serving new menu items tapas or family style to your VIPs. Brand-new restaurant yet to open? I suggest having the proofreading party with staff, friends, and family.

Keep in mind that menu real estate is valuable. Does a section of your menu come with identical accompaniments? Explain that at the top of section rather than including them in every. single. item. separately. Yes, this happened during the live 2023 BRE reads.

Chef Duffy would like you to stop putting specials on your menu. Again, menu real estate is valuable. If you can spare the room for specials, are they really special? Instead, your servers should know the day’s specials and share them with your guests from memory. And speaking of memory, upselling really only works if your staff knows the menu backward and forward.

Oh, and Chef Duffy would love it if you’d stop doing truffle fries if you’re not going to use premium products.

Your Menu Isn’t “Just” a Menu

Obviously, I haven’t shared every one of Chef Duffy’s menu tips. However, the above should serve as more than enough to motivate you to review your own menu with a critical eye.

In fact, you should be inspired to have your leadership, BoH, and FoH teams review the menu as well.

Yes, spelling matters. Yes, grammar matters. And yes, every detail and bit of menu real estate matters. This is because, simply put, your menu is more than a list of items for sale.

As Chef Duffy says, “Your menu is your calling card, it’s just that simple.” He would also tell you that the first place people encounter your business is online after a search. So, your website is your showcase. But your menu? That’s your billboard on the freeway, as he says.

QR codes may have been the standard from 2020 to 2022. We all know why. But for the most part, with the exception of QSRs and LSRs, people want to hold your menu. It’s a tactile experience and true engagement.

Menu design, like your website’s design, matters. Don’t believe me? I have two framed menus on my office wall, and they’re not from client concepts.

To learn more about Chef Brian Duffy, visit his website here. And, of course, make sure to follow him on Instagram. To listen to his Bar Hacks podcast episodes, click here for episode 33 and here for episode 53.

Image: Catherine Heath on Unsplash

April 10, 2023by krghospitality krghospitality No Comments

Loneliness and the Entrepreneur

5 Steps Entrepreneurs can take to Combat Loneliness

by Jennifer Radkey

Author John Donne may have penned the quote, “No man is an island,” in the 17th century but, like many truths of human nature, it’s still relevant today.

We’re all attached to each other in some way; our humanity is intertwined. It’s when we lose sight of this that we may start to feel lonely. We may also feel as though we’re in isolation from the world around us.

Entrepreneurs often walk a lonely road. The success of your business relies on the effort you put into it daily. With a drive to succeed and a passion for what you are doing, it can often be hard to separate life as an entrepreneur from anything else.

There can be a level of pride in the entrepreneur’s journey that makes it challenging to acknowledge that there’s genuine struggle. When society paints a rosy picture of the life of the entrepreneur—setting your own schedule, doing what you love, earning your own riches, etc.—it can feel as if you aren’t doing something “right” when you’re running a successful business yet feel stress, loneliness, and gloom.

Being an entrepreneur has its perks and many would tell you they can’t imagine doing anything other than running their own business. However, this doesn’t mean that the path is easy or without its risks of social isolation, anxiety, burnout, and depression.

It’s time that we acknowledge all aspects of being an entrepreneur—the good, the bad, and the ugly—to peel back the façade of perfection. We need to allow space for honesty, connection, and self-care.

Below are five steps entrepreneurs can take to combat loneliness as an entrepreneur.

1. Find like-minded individuals who can relate.

Often, entrepreneurs may feel as if no one else understands them, no matter how well-meaning or supportive friends and family may be.

Connect with people who you can be honest with and who will listen with little judgement. This can be through a social group that connects entrepreneurs not for the purpose of business growth and networking, but to build friendships and share stories.

If a group like this does not exist, consider starting one yourself.

2. Practice mindfulness with your external relationships.

Share with loved ones when you’re feeling particularly disconnected or stressed. They may not understand life as an entrepreneur, but they have your best interest at heart and can help you find balance between your work life and personal life.

Finding time to spend with the people who care for you as a whole person is important. Doing so can remind you to acknowledge and respect all the different sides of who you are, not just the entrepreneur side.

3. Learn how to be in a healthy relationship with yourself.

Acknowledge when you need social time. Recognize when you’re not getting enough sleep. Take time to enjoy hobbies or participate in physical activity. Take time to appreciate your accomplishments and feel proud of what you achieve.

Try journaling or participating in the things you loved doing before you became an entrepreneur to create connections and feel less alone.

4. Share the burden.

As an entrepreneur you often quietly place a tremendous amount of responsibility onto your shoulders. This can lead to feeling entirely on your own—even if you have a team surrounding you.

Learn to place trust in your team and to release some of those responsibilities to others. If you are a solopreneur, perhaps look to other professionals to whom you can outsource some of your tasks ( virtual assistant, social marketer, etc.).

5. Seek professional help if needed.

If you feel alone in the process and don’t have anyone you feel you can speak to, consider seeking a professional to help.

Consider hiring a professional life coach If you’re looking to create stronger social connections; need help with work/life balance or stress management; or wish to manage external relationships better.

If you suspect a mental illness, such as an anxiety disorder or depression, reach out to a registered therapist. There’s no shame in asking for help if it means living a well-rounded life that’s successful not only professionally but personally.

Entrepreneurs are masters of paving the way for their visions to come to life. However, the road they pave doesn’t need to be a lonely one. Applying the same drive to your personal well-being as to the success of your business will only have positive outcomes!

Cheers to your personal and professional growth!

Image: Gustavo Zambelli on Unsplash