News | KRG Hospitality

May 18, 2023by David Klemt David Klemt No Comments

SevenRooms and Marriott Partnership

SevenRooms and Marriott Reveal Global Partnership

by David Klemt

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

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

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

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

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

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

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

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

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

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

SEVENROOMS SELECTED AS A MARRIOTT INTERNATIONAL PREFERRED RESTAURANT TECHNOLOGY PROVIDER

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

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

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

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

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

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

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

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

About SevenRooms

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

Image: SevenRooms

May 17, 2023by David Klemt David Klemt No Comments

Leverage These 3 Sports for Growth

Leverage These 3 Sports for Growth

by David Klemt

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

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

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

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

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

Sports Conversations

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

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

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

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

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

Football

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

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

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

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

Baseball

There are some interesting stats surrounding baseball and online conversations.

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

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

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

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

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

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

Formula 1

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

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

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

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

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

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

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

Takeaways

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

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

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

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

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

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

Image: Photo by PRAT clement via Pexels

Several spray paint cans next to one another

May 16, 2023by David Klemt David Klemt No Comments

Raise the Bar: Service vs. Hospitality

Raise the Bar: Service vs. Hospitality

by David Klemt

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

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

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

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

What is Service?

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

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

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

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

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

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

What is Hospitality?

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

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

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

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

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

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

Image: Emiliano Vittoriosi on Unsplash

Exterior of Ocean Casino Resort at sunset

May 15, 2023by David Klemt David Klemt No Comments

Ocean’s Summertime Celebrations

Ocean Casino Resort Summertime Celebrations

by David Klemt

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

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

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

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

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

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

Local Partnerships

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

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

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

Creative & Compelling

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

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

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

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

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

Nola's Bar & Lounge inside Ocean Casino Resort

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

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

Takeaways

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

No, of course not.

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

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

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

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

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

Images courtesy of Ocean Casino Resort

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

Double Chicken Please cocktail bar interior

May 9, 2023by David Klemt David Klemt No Comments

The 50 Best Bars in North America

The 50 Best Bars in North America in 2023

by David Klemt

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

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

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

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

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

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

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

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

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

2023 North America’s 50 Best Bars Destination Award Winners

The Best Bar in Northeast USA, sponsored by Perrier

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

The Best Bar in South USA, sponsored by Torres Brandy

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

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

Kumiko (No. 8; Chicago, Illinois)

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

Thunderbolt (No. 10; Los Angeles, California)

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

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

The Best Bar in Canada, sponsored by Tia Maria

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

The Best Bar in Mexico, sponsored by Bareksten

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

2023 North America’s 50 Best Bars

Milady’s (New York City, New York)
Youngblood (San Diego, California)
Platform 18 (Phoenix, Arizona)
Brujas (Mexico City, Mexico)
Clover Club (New York City, New York)
Allegory (Washington, DC)
The Dead Rabbit (New York City, New York)
Bar Mordecai (Toronto, Ontario, Canada)
Yacht Club (Denver, Colorado)
Bar Leather Apron (Honolulu, Hawaii)
Aruba Day Drink (Tijuana, Baja California, Mexico)
Maison Premiere (New York City, New York)
Milk Room (Chicago, Illinois)
Mother (Toronto, Ontario, Canada)
Cure (New Orleans, Louisiana)
Cloakroom (Montreal, Québec, Canada)
Sweet Liberty (Miami, Florida)
Service Bar (Washington, DC)
Atwater Cocktail Club (Montreal, Québec, Canada)
Selva (Oaxaca de Juárez, Oaxaca, Mexico)
Death & Co. (Los Angeles, California)
Martiny’s (New York City, New York)
Pacific Cocktail Haven (San Francisco, California)
Herbs & Rye (Las Vegas, Nevada)
Kaito del Valle (Mexico City, Mexico)
Café de Nadie (Mexico City, Mexico)
La Factoría (San Juan, Puerto Rico)
Arca (Tulum, Quintana Roo, Mexico)
Sabina Sabe (Oaxaca de Juárez, Oaxaca, Mexico)
El Gallo Altanero (Guadalajara, Jalisco, Mexico)
Hanky Panky (Mexico City, Mexico)
Botanist Bar (Vancouver, British Columbia, Canada)
Mace (New York City, New York)
Rayo (Mexico City, Mexico)
Baltra Bar (Mexico City, Mexico)
Bar Pompette (Toronto, Ontario, Canada)
Employees Only (New York City, New York)
Attaboy (New York City, New York)
Civil Liberties (Toronto, Ontario, Canada)
Zapote Bar (Playa del Carmen, Quintana Roo, Mexico)
Thunderbolt (Los Angeles, California)
Café La Trova (Miami, Florida)
Kumiko (Chicago, Illinois)
Overstory (New York City, New York)
Dante (New York City, New York)
Jewel of the South (New Orleans, Louisiana)
Licorería Limantour (Mexico City, Mexico)
Katana Kitten (New York City, New York)
Handshake Speakeasy (Mexico City, Mexico)
Double Chicken Please (New York City, New York)

2023 North America’s 50 Best Bars Individual Awards

Roku Industry Icon Award 2023

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

Altos Bartender’s Bartender Award 2023

Christine Wiseman (Bar Lab Hospitality)

Michter’s Art of Hospitality Award 2023

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

Siete Misterios Best Cocktail Menu Award 2023

Allegory (No. 45; Washington, DC)

Disarronno Highest New Entry Award 2023

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

Nikka Highest Climber Award 2023

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

Campari One to Watch Award 2023

Manhatta (New York City, New York)

London Essence Best New Opening Award 2023

Rayo (No. 17; Mexico City, Mexico)

Ketel One Sustainable Bar Award 2023

Yacht Club (No. 42; Denver, Colorado)

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

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

Front of house staff member using SevenRooms

May 3, 2023by David Klemt David Klemt No Comments

SevenRooms Introduces New Tool: Pre-Shift

SevenRooms Introduces New Tool: Pre-Shift

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

About SevenRooms

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

Image: SevenRooms

May 2, 2023by David Klemt David Klemt No Comments

5 Books to Read this Month: May 2023

5 Books to Read this Month: May 2023

by David Klemt

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

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

Let’s jump in!

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

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

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

Grab this book today: click here.

Chef’s PSA: Culinary Leadership Fundamentals

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

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

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

Pick it up today!

Southern Cooking, Global Flavors

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

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

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

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

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

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

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

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

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

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

Image: Mikołaj on Unsplash

"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

Nikka Whisky Yoichi Single Malt 10 Year Old bottle

April 26, 2023by David Klemt David Klemt No Comments

Nikka Age Statement Whiskey Returns to US

Nikka Age Statement Whiskey Returns to US

by David Klemt

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

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

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

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

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

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

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

Yoichi Single Malt 10-Year-Old

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

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

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

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

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

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

Image: Nikka Whisky

April 25, 2023by David Klemt David Klemt No Comments

TOTCF Names 2023 Spirited Award Honorees

TOTCF Names 2023 Spirited Award Honorees

by David Klemt

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

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

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

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

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

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

Congratulations to this year’s honorees! Cheers!

Best US Cocktail Bar: US Central

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

Best US Cocktail Bar: US East

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

Best U.S. Cocktail Bar: US West

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

Best US Restaurant Bar: US Central

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

Best US Restaurant Bar: US East

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

Best US Restaurant Bar: US West

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

Best US Hotel Bar: US Central

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

Best US Hotel Bar: US East

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

Best US Hotel Bar: US West

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

Best New US Cocktail Bar: US Central

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

Best New US Cocktail Bar: US East

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

Best New US Cocktail Bar: US West

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

Best International Cocktail Bar: Canada

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

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

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

Best International Restaurant Bar: Canada

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

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

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

Best International Hotel Bar: Canada

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

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

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

Best New International Cocktail Bar: Canada*

Bagheera (Vancouver, British Columbia)
Bar Banane (Toronto, Ontario)
Friendlies Bar (Vancouver, British Columbia)
Mount Pleasant Vintage & Provision (Vancouver, British Columbia)
Sidecar (Ottawa, Ontario)
Simpl Things (Toronto, Ontario)
Stolen Goods (Ottawa, Ontario)
The Stock Room (Vancouver, British Columbia)

**8 nominees due to the number of nominations received.*

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

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

Best US Bar Team: US Central

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

Best US Bar Team: US East

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

Best US Bar Team: US West

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

Best International Bar Team: Canada

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

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

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

Image: Luciann Photography on Pexels

Classic Cointreau Margarita in landscape orientation

April 24, 2023by David Klemt David Klemt No Comments

Celebrate 75 Years of the Margarita

Celebrate 75 Years of the Margarita

by David Klemt

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

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

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

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

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

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

75 Years

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

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

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

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

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

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

The Original Margarita

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

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

The Spicy Margarita

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

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

The Frozen Margarita

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

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

Alcohol-free Classic Margarita

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

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

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

1.5 oz. Lyre’s Agave Blanco Spirit or Lyre’s Agave Reserva Spirit
0.5 oz. Lyre’s Orange Sec
1 oz. Fresh lime juice
0.25 oz. White sugar syrup (1:1)
1 Dash orange bitters (optional)
Lime wedge to garnish

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

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

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

2023 Woodford Reserve Secretariat Julep cups

April 14, 2023by David Klemt David Klemt No Comments

How to Make a $3,500 Mint Julep

How to Make a $3,500 Mint Julep

by David Klemt

If you want to craft an incredible $3,500 Mint Julep, the first step is to acquire one of 50 Woodford Reserve gold Secretariat Julep cups.

Now, should $3,500 seem a “bit” exorbitant, you can also opt for one of 100 silver Julep cups for $1,000.

Cup in hand, simply fill it with crushed ice and pour a refreshing Mint Julep over it. Et voilà—a delicious $3,500 or $1,000 Mint Julep!

Okay, so you’re probably wondering what I’m on about. Am I really suggesting you craft thousand-dollar-plus cocktails? I mean…if you have guests who’ll pay that much, yes, I am.

In reality, however, I’m making you aware of this year’s Woodford Reserve $1,000 Mint Julep™ charity program. This program is a longstanding Kentucky Derby tradition.

For 2023, the $1,000 Mint Julep™ will benefit the Secretariat Foundation. That makes sense given that this year marks the 50th anniversary of Secretariat winning the Derby.

The foundation, the brainchild of Secretariat’s owner Penny Chenery, is a non-profit that focuses on equine-related industry subjects, such as:

veterinary research into lameness of the horse;
Thoroughbred retirement and rehabilitation facilities;
therapeutic equestrian programs; and
general funding for related established charitable programs.

Silver and Gold

As you probably can put together yourself, there are 150 Secretariat Mint Julep cups available. One hundred are silver, 50 are gold. Respectively, they cost $1,000 and $3,500.

In keeping with this year’s theme of celebrating Secretariat and supporting the horse’s namesake charity, each features blue and white checkered silks in sapphires. The 2023 Mint Julep cups are handmade by Louisville, Kentucky jewelers From the Vault.

People who choose to support the charity via purchasing the gold cup will have their name engraved on the bottom of the cup. These cups also come with the autograph of Ron Turcotte, Secretariat’s jockey.

In addition to supporting the charity, people who buy one of the 150 cups will have access to the $1,000 Mint Julep Experience at Churchill Downs on Derby Day. (Which is also where and when buyers must pick up their cups.)

Secretariat’s Mint Julep

Alright, so let’s be more realistic. Only 150 people are going to splash out for the $1,000 or $3,500 Secretariat Mint Julep. And while supporting a charity like the Secretariat Foundation is a great thing to do, people are struggling.

So, below you’ll find the recipe for the Mint Julep variation that those attending the $1,000 Mint Julep Experience will be enjoying. It’s up to you if you want to offer it on Derby Day to raise funds for the Secretariat Foundation or a charity of your choosing. It’s perfectly reasonable to simply offer the refreshing cocktail as a Derby Day LTO.

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

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

For our most bourbon-centric Bar Hacks podcast episodes—including episode 32 with Woodford Reserve—click here.

Images: Woodford Reserve

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

Person using Google search on their phone

April 7, 2023by David Klemt David Klemt No Comments

Meet Customers Where They Are, Part 3

Meet Customers Where They Are, Part 3

by David Klemt

If you truly want to meet your potential guests where they are, you need to be as discoverable as possible via mobile and desktop search.

The first part of this series discusses meeting guests in secondary and tertiary markets. Also, part one recommends looking into suburbs and watching moving data.

Part two looks into the importance of being top of mind for delivery, takeout, and pickup guests. Even with the current demand for socializing and in-person dining, off-premise dining guests are an important focus.

Now, I’m talking about being discoverable. Why? Because of where your guests are: their phones and desktops.

So, there are few crucial elements of your business to consider. Your website still matters. You need to ensure you own your venue listings. It’s crucial that your location information is up to date across platforms.

And now, meeting guests where they are will mean improving the odds that AI chatbots recommend your business.

Another ongoing KRG Hospitality series is our conversations with ChatGPT, Bing AI, and now Google Bard. It’s our chat with the latter that shows the importance of improving online discoverability.

Below, interactions with Bard and ChatGPT about using AI chatbots to discover restaurants, bars, and hotels.

Google Bard

Can people use Bard to discover new restaurants and bars, and book reservations?

Yes, people can use Bard to discover new restaurants and bars, and book reservations. Bard can access and process information from the real world through Google Search and keep its response consistent with search results. For example, if you ask Bard to find a restaurant with good Italian food in San Francisco, it will look for restaurants that have been rated highly by other users and that serve Italian food. Bard can also book reservations for you through OpenTable.

What criteria do you use to determine the best restaurant, bar or hotel for someone asking you to conduct a search of such businesses?

I use a variety of criteria to determine the best restaurant, bar, or hotel for someone asking me to conduct a search of such businesses. Some of the most important criteria include:

Customer reviews. I look at customer reviews to see what other people have said about the restaurant, bar, or hotel. This helps me get a sense of the quality of the food, service, and atmosphere.
Location. I also consider the location of the restaurant, bar, or hotel. I want to make sure that it is in a convenient location for the person I am recommending it to.
Price. I consider the price of the restaurant, bar, or hotel. I want to make sure that it is within the person’s budget.
Type of food. If the person is looking for a specific type of food, I will try to find a restaurant that serves that type of food.
Atmosphere. I also consider the atmosphere of the restaurant, bar, or hotel. If the person is looking for a casual or formal atmosphere, I will try to find a restaurant that fits their needs.
Other criteria. I may also consider other criteria, such as the hours of operation, the availability of parking, and the presence of accessibility features.

By taking all of these factors into account, I can help the person I am recommending it to find the best restaurant, bar, or hotel for their needs.

How can a restaurant, bar or hotel improve the odds that Bard would recommend them to someone?

There are a few things that a restaurant, bar, or hotel can do to improve the odds that I would recommend them to someone:

Provide excellent customer service. This means being friendly, helpful, and responsive to customer needs. It also means going above and beyond to make sure that customers have a positive experience.
Offer a unique or memorable experience. This could be anything from a special menu item to a unique atmosphere. Something that makes the restaurant, bar, or hotel stand out from the competition.
Be consistent. This means providing the same level of service and quality every time a customer visits. It also means being reliable and keeping promises.
Be responsive to feedback. This means listening to what customers have to say and taking their feedback into account. It also means being willing to make changes based on feedback.

By following these tips, restaurants, bars, and hotels can increase the odds that I would recommend them to someone.

If I asked you to find me the best cocktail bar in Las Vegas for early evening drinks and the best upscale restaurant for a late dinner in Las Vegas, what would you recommend?

Sure, I can help you with that. Here are my recommendations for the best cocktail bar and upscale restaurant in Las Vegas for early evening drinks and late dinner, respectively:

Cocktail bar: The Vesper Bar at The Cosmopolitan of Las Vegas. This award-winning bar offers a wide variety of cocktails, as well as a beautiful atmosphere. It is perfect for a romantic evening or a night out with friends.
Upscale restaurant: The Dorsey at The Venetian Las Vegas. This Michelin-starred restaurant offers a tasting menu of modern American cuisine. The atmosphere is elegant and the service is top-notch. It is perfect for a special occasion or a romantic dinner.

I hope this helps!

ChatGPT

Can people use ChatGPT to discover new restaurants and bars, and book reservations?

As an AI language model, I can provide recommendations and information about restaurants and bars, but I cannot directly book reservations for you. However, I can suggest several online platforms that allow you to book reservations at restaurants and bars, such as OpenTable, Resy, and Yelp Reservations. These platforms allow you to search for restaurants and bars based on various criteria such as location, cuisine, price range, and availability, and make reservations online.

If you’re looking for restaurant recommendations, I can provide suggestions based on your preferences such as cuisine, location, price range, and other factors. Additionally, I can provide you with information such as hours of operation, contact information, and customer reviews. Please let me know if there’s anything specific you’re looking for and I’ll do my best to assist you!

How do you help ChatGPT users find the best restaurants, bars, and hotels?

As an AI language model, I can help ChatGPT users find the best restaurants, bars, and hotels by using natural language processing and machine learning algorithms to understand the user’s preferences and provide personalized recommendations.

To find the best restaurants and bars, I can consider various factors such as cuisine, location, price range, ambiance, and customer reviews. I can also take into account any dietary restrictions or preferences the user may have, such as vegan or gluten-free options.

To find the best hotels, I can consider factors such as location, price range, amenities, and customer reviews. I can also help users find hotels based on their preferred style of accommodation, such as luxury, boutique, or budget.

In addition to recommendations, I can also provide users with useful information such as hours of operation, contact information, and directions. I can also assist with booking reservations or finding deals and discounts if available.

How can a restaurant, bar or hotel improve the odds that ChatGPT would recommend them to someone?

There are several ways a restaurant, bar, or hotel can improve the odds of being recommended by ChatGPT to someone:

Positive Customer Reviews: Positive customer reviews are one of the most critical factors in ChatGPT’s recommendation algorithm. Encourage your customers to leave positive reviews on platforms such as Google, Yelp, or Tripadvisor, as these can greatly improve your chances of being recommended.
High-Quality Photos: High-quality photos of your establishment, food, and drinks can make a big difference in attracting potential customers. Ensure that your website and social media pages have high-quality images that showcase the ambiance, menu, and overall experience of your establishment.
Accurate and Up-to-Date Information: Ensure that your establishment’s information is accurate and up-to-date on various platforms. This includes your address, phone number, hours of operation, and menu.
Responding to Customer Queries: Respond promptly to customer queries or complaints on various platforms, including social media. This shows that you value customer feedback and are willing to make improvements to provide an excellent experience.

Offering Unique Experiences: Offering unique experiences or features, such as signature cocktails or locally sourced ingredients, can help your establishment stand out and increase the likelihood of being recommended by ChatGPT.

If I asked you to find me the best cocktail bar in Las Vegas for early evening drinks and the best upscale restaurant for a late dinner in Las Vegas, what would you recommend?

For the best cocktail bar in Las Vegas for early evening drinks, I would recommend The Chandelier at The Cosmopolitan of Las Vegas. It is a three-story bar with a stunning chandelier centerpiece, offering a wide range of signature cocktails and a luxurious ambiance. It’s perfect for early evening drinks with friends or colleagues.

For the best upscale restaurant for a late dinner in Las Vegas, I would recommend Joel Robuchon at MGM Grand. It is a Michelin-starred restaurant with an elegant dining room and exceptional French cuisine. They offer a variety of tasting menus, including a vegetarian option, and a vast wine selection. The service is impeccable, and the atmosphere is perfect for a romantic dinner or a special occasion.

Takeaways

First, the bar and restaurant recommendations. As a Las Vegas local for creeping up on two decades, they’re solid. I think a first-timer would find them helpful and be happy with those selections.

More importantly, however, is what each bot reveals about discoverability. Operators need to make sure they’re responding to reviews quickly and properly; that they’re listings are under their control and the information is accurate; and that they’re courting reviews in the 4.0- to 4.7- star range. (More on that rating range in the near future.)

Then there are the other important considerations, such as pricing, cuisine, and atmosphere. When taking control of listings, operators must categorize their venues accurately.

Technology innovations often present a paradox. Ostensibly, technology makes lives easier. However, many operators likely find that much of tech makes things more difficult.

Leveraging tech often requires more work on the operator side—innovations often make things simpler for our guests. Of course, tech can make things easier for operators, it just takes a lot of work initially.

As people rush to develop AI—some say too quickly—it’s going to be top of mind for people searching for restaurants, bars, nightclubs, eatertainment venues, hotels, etc. Operators are going to have to meet their guests where they are: search engines and chatbots.

Image: Solen Feyissa on Unsplash

Person using Google Bard AI on their phone

April 4, 2023by David Klemt David Klemt No Comments

Yes, We Finally Spoke with Google Bard

Yes, We Finally Spoke with Google Bard

by David Klemt

Come on, now—you must know that after speaking with ChatGPT and Bing AI and sharing those chats our conversation with Google Bard is next.

Perhaps because its launch is more recent, Bard is slower to answer than ChatGPT. I can’t know for certain but it’s reasonable to assume eager users are overwhelming Bard.

As far as the user experience, I like that Google includes a disclaimer about interacting with Bard. Unsurprisingly, Google warns that Bard can provide inaccurate, misleading, or false information. Interestingly, the company also recommends people “Google it” if they’re unsure about the answers Bard offers.

Below you’ll find the same questions I asked of ChatGPT in January and Bing AI in March. Not surprisingly, Bard “believes” robots and AI are more beneficial than detrimental for our industry.

Please write 400 to 500 words about robots and artificial intelligence working in restaurants, from the perspective of robots and AI.

As a robot working in a restaurant, I have a unique perspective on the challenges and opportunities that automation presents. On the one hand, it can be difficult to compete with humans who are more flexible and creative. On the other hand, automation can help restaurants to reduce costs and improve efficiency.

One of the biggest challenges for robots in restaurants is the need to be able to adapt to changing circumstances. For example, if a customer makes a special request, a robot needs to be able to adjust its plans accordingly. This can be difficult, as robots are often programmed to follow a set of instructions.

Another challenge is the need to be able to interact with customers in a natural and engaging way. Customers expect robots to be polite and helpful, and they should be able to answer questions and provide assistance. This can be difficult, as robots are often not as good at understanding human language as humans are.

Despite these challenges, there are also many opportunities for robots in restaurants. Automation can help restaurants to reduce costs by eliminating the need for human employees. This can be especially beneficial in areas with high labor costs. Automation can also help restaurants to improve efficiency by reducing the time it takes to prepare and serve food. This can lead to shorter wait times for customers and higher profits for restaurants.

In addition, automation can help restaurants to provide a more consistent and reliable experience for customers. Robots are not subject to the same fatigue and errors as humans, and they can work 24 hours a day without a break. This can lead to better food quality and faster service.

Overall, I believe that the opportunities for robots in restaurants outweigh the challenges. Automation can help restaurants to reduce costs, improve efficiency, and provide a better experience for customers. As the technology continues to develop, I believe that robots will play an increasingly important role in the restaurant industry.

From the perspective of artificial intelligence, the use of robots in restaurants is a fascinating development. AI has the potential to revolutionize the restaurant industry, and it is already being used to automate tasks such as food preparation, order taking, and delivery.

AI can also be used to personalize the restaurant experience for customers. For example, AI can be used to recommend dishes that customers are likely to enjoy based on their past orders. AI can also be used to create virtual assistants that can answer customer questions and provide support.

The use of AI in restaurants is still in its early stages, but it has the potential to revolutionize the industry. AI can help restaurants to improve efficiency, reduce costs, and provide a better experience for customers.

Can you explain to me, in 300 to 400 words, what the ethical implications are for restaurant, bar, and hotel operators using artificial intelligence and robots to complete tasks?

Sure. Here are some of the ethical implications for restaurant, bar, and hotel operators using artificial intelligence and robots to complete tasks:

Job displacement: The use of artificial intelligence and robots could lead to job displacement, as some tasks that are currently done by humans could be done by machines. This could lead to increased unemployment and reduced income for workers.
Bias: Artificial intelligence and robots could be biased, as they are often trained on data that is collected from human sources. This could lead to unfair treatment of customers, employees, and other stakeholders.
Privacy and security: The use of artificial intelligence and robots could raise concerns about privacy and security, as these systems could collect and store data about customers and employees. This data could be used to track customers’ movements or to monitor employees’ activities.
Safety: The use of artificial intelligence and robots could raise concerns about safety, as these systems could malfunction or make mistakes. This could lead to injuries or even death.
Customer experience: The use of artificial intelligence and robots could have a negative impact on the customer experience, as some customers may find it unsettling or uncomfortable to interact with machines. Additionally, customers may feel that the use of robots and artificial intelligence detracts from the human element of the service experience.

It is important for restaurant, bar, and hotel operators to consider these ethical implications before implementing artificial intelligence and robots in their businesses. By carefully considering these issues, operators can help to ensure that the use of these technologies is done in a responsible and ethical manner.

Are there risks that human designers and engineers will introduce bias to customer-facing artificial intelligence and robots?

Yes, there are risks that human designers and engineers will introduce bias to customer-facing artificial intelligence and robots. This is because humans are inherently biased, and this bias can be reflected in the way that we design and engineer systems.

One way that bias can be introduced is through the data that is used to train artificial intelligence systems. If the data is not representative of the population that the system will be interacting with, then the system may be biased. For example, if an artificial intelligence system is trained on data from primarily white and wealthy customers, it may have difficulty understanding and serving customers from other backgrounds.

Another way that bias can be introduced is through the algorithms that are used to control artificial intelligence systems. If the algorithms are not designed to be fair, then the system may be biased. For example, if an algorithm is designed to favor customers who spend more money, then customers who spend less money may be treated unfairly.

It is important for human designers and engineers to be aware of the risks of bias and to take steps to mitigate these risks. This can be done by using a variety of methods, such as using diverse data sets, designing fair algorithms, and testing systems for bias. By taking these steps, we can help to ensure that artificial intelligence and robots are used in a fair and ethical manner.

Image: Mojahid Mottakin on Pexels

April 4, 2023by David Klemt David Klemt No Comments

5 Books to Read this Month: April 2023

5 Books to Read this Month: April 2023

by David Klemt

Our engaging and informative April book selections will help you take your bar, restaurant or hotel to higher levels, and develop your leadership skills.

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

Let’s jump in!

Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect

When Will Guidara took over the famous Eleven Madison Park, the restaurant had just two stars and he was only in his mid-twenties. Before his 40th birthday, the changes and strategies he implemented helped the restaurant earn the title of the Best Restaurant in the World.

One of cornerstone’s of Guidara’s was “bespoke hospitality.” He and his team truly went above and beyond. Examples of the Eleven Madison Park team’s approach to hospitality illustrate just how over the top they went to deliver memorable guest experiences. If you’re looking for inspiration to step up your hospitality, pick up or download Unreasonable Hospitality today.

Blue Ocean Strategy, Expanded Edition: How to Create Uncontested Market Space and Make the Competition Irrelevant

I’m going to address the viability of the blue ocean strategy before getting into the book. Creating a hospitality concept without competition isn’t really feasible. Go too far into “blue waters” and there won’t be any “fish” (traffic). And where, exactly, would one put their restaurant, bar, or hotel where there’s no competition but still enough traffic to generate a profit?

Those issues addressed, this book is still valuable to owners and operators. One need not eliminate competition completely to take lessons from the blue ocean strategy. Businesses must still differentiate themselves from competitors, and they must look for unique opportunities to help them stand out. Blue Ocean Strategy may not work perfectly but much is still very helpful.

Contagious Culture: Show Up, Set the Tone, and Intentionally Create an Organization that Thrives

Anese Cavanaugh’s Contagious Culture addresses a topic that we often discuss with clients, in our articles, and during speaking engagements: workplace culture. From large corporations and regional or national restaurant chains, to independent restaurants, bars, and hotels, culture will make or break an organization. Cavanaugh’s techniques will improve your workplace culture and energize your team, an undeniable key to success.

From Amazon: “This is Contagious Culture, a game-changing guide to transforming corporate culture from within, developed by the award-winning creator of The IEP Method to strengthen your ‘Intentional Energetic Presence.’ This is more than a leadership book―this is your future calling.”

Bar Hacks: Developing The Fundamentals for an Epic Bar

Doug Radkey is the founder, president, and lead strategist of KRG Hospitality. He’s also a hospitality industry speaker, educator, and author. This is his first book, Bar Hacks, which is also the name of the podcast we produce through KRG Hospitality.

Now, while the title states this book is a guide for developing and running an epic bar, the strategies carry over to restaurants, hotels, and other hospitality concepts. It’s difficult—if not impossible—to elevate one’s skills and service without first mastering the fundamentals. Whether you’re new to the industry or are a veteran who feels the need to reset and revisit the fundamentals, Bar Hacks is your guide.

Hacking the New Normal: Hitting the Reset Button on the Hospitality Industry

There’s a first book, which means there must be at least one other one, right? Right! Hacking the New Normal is Doug’s second book.

This book is a direct response to the pandemic, what it did to the industry, and the issues many operators would prefer to ignore. However, the devastation is so great that ignoring the changes that should have been made decades ago isn’t a viable option. With a spotlight on hybrid business models, real estate, profit margins, technology, guest experiences, culture, diversity, and mindset, Hacking the New Normal will position you for success in our new hospitality landscape.

Image: Mikołaj on Unsplash

April 3, 2023by David Klemt David Klemt No Comments

Program for Unique Holidays: April 2023

Program for Unique Holidays: April 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 April holiday promotions.

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

For our March 2023 holidays list, click here.

April 6: International Day of Sport For Development and Peace

Sure, sports can spark some bitter rivalries. However, it can also bring people together. Whether you choose to air sporting events this day (make sure you have the proper licensing to do so) or create a themed LTO menu, encourage guests to set aside their differences and come together at your restaurant or bar.

If you’re operating a sports- or game-focused eatertainment concept, this is also an excellent day to host a friendly tournament. Who knows? It could become a weekly, monthly, quarterly, or yearly promotion if it takes off.

April 7: National No Housework Day

Your guests are likely already burnt out on spring cleaning. Tell them to toss aside their brooms, mops, and sponges and reward themselves with a visit to your venue.

April 8: National All is Ours Day

I’ll bet that if you think about it for a moment you can come up with at least one incredible element or landmark in your community. This is the day to celebrate it with your guests. National All is Ours Day is dedicated to appreciating what we have and taking an adventure, however big or small.

April 10: Dyngus Day

This isn’t necessarily an “odd” holiday. However, those who didn’t grow up in a community with a significant Polish presence may not know about it.

On Dyngus Day, people who take part in Lent get to indulge and blow off some steam. Common food items enjoyed on this day are Polish hot dogs, potato pancakes (placki ziemniaczane), dumplings (pierogi), and donuts filled with custard (paczki).

April 11: National Barbershop Quartet Day

If you search for one hard enough, you can probably find a local barbershop quartet that sings current-day hits. It could be pretty cool to have them entertain your guests…

April 13: National Make Lunch Count Day

This is the day to really impress with an incredible lunch to boost pickup, delivery, and in-person traffic for this daypart.

April 23: National Take a Chance Day

Do you have a food or beverage item you have yet to put on your menu? Something you want to test but just haven’t gotten around to it yet? This is the day to entice your guests with something new and encourage them to try it. It’s also the perfect time to collect feedback to either revise the item, add it right away, or move on from it.

April 27: National Tell a Story Day

So, this day may be better served as a deadline for you. Do your website, social media channels, menu, and venue design tell your restaurant or bar’s story? If an honest assessment shows that they don’t, use April 27 as a deadline to tell your brand’s story to your guests. Storytelling is a powerful engagement tool, so make sure yours is dialed in.

April 29: National Sense of Smell Day

Personally, I’d program around this day with the help of brand reps. A tasting or guided pairing that engages the sense of smell can really wow your guests, delivering an incredible and memorable experience.

April 30: National Bubble Tea Day

Bubble tea isn’t the most unique beverage. However, learning how to craft boozy bubble tea drinks for your spring and summer menus…that’s a great way to celebrate this holiday and show off your bar team’s creativity.

Image: Ivan Bertolazzi on Pexels

March 29, 2023by David Klemt David Klemt No Comments

What’s Up with the Restaurant Tax Credit?

What’s up with the Restaurant Revitalization Tax Credit?

by David Klemt

If you’re wondering what’s going on with the Restaurant Revitalization Tax Credit bills in the House and Senate, you’re probably not alone.

And if you find yourself wondering about them, that’s likely because there isn’t much news about the bills. Unfortunately, it appears that no meaningful progress has been made on HR 9574 or S.5219.

A quick check shows that both bills share the same status: Introduced. As for the House bill, HR 9574, that was introduced on December 15, 2022 by Representative Earl Blumenauer (D-OR). The Senate bill, S.5219, was introduced by Senator Benjamin Cardin (D-MD) on December 8, 2022.

It’s important to note that Sens. Cardin, Patty Murray (D-A), and Sherrod Brown (D-OH) reintroduced S.5219 in January of this year. However, that apparently didn’t mean much as the Congress.gov trackers show no progress.

Last year, some opined that neither bill would receive a vote until January 2023 at the earliest. That “prediction” has proven true, of course—it’s now the end of March.

Restaurant Revitalization Tax Credit Act Summary

Let’s take a quick look at HR 9574 and S.5219.

Both bills propose a $25,000 payroll offset for restaurants. Eligibility requirements are also identical: applicants must have applied for but not awarded a Restaurant Revitalization Fund grant.

Additional, eligible applicants are:

restaurants with operating losses of at least 30 percent in 2020 and 2021 in comparison to 2019; or
restaurants with losses of at least 50 percent in either 2020 or 2021 in comparison to 2019.

So, those are elements that both the Senate and House bills share. What about the differences between the two bills?

Mainly, differences come down to the number of employees. For S.5219, restaurants with ten employees or fewer could be eligible for the maximum payroll tax credit. That credit, as a reminder, is up to $25,000 for 2023. For every employee over ten, the refund cap drops by $2,500.

Now, HR 9574. Restaurants with ten or fewer employees would receive the full $25,000 payroll tax offset. For restaurants with between 11 and 20 employees, the offset would be “partially refundable.”

Now What?

If you believe that you’re eligible for this tax credit, it’s time to let your representatives know you want them to act.

To make things simple for everyone, I’m including the links you need to find and contact senators and representatives.

For senators, click here. And for representatives, click here.

Let them know that it’s time for action on S.5219 and HR 9574. And let them know exactly what action you expect them to take.

Image: Karolina Grabowska on Pexels

March 28, 2023by David Klemt David Klemt No Comments

WSWA Presents Cannabis Regulation Plan

WSWA Presents Cannabis Regulation Plan to Congress

by David Klemt

The Wine & Spirits Wholesalers of America are making their support for federal adult-use cannabis legalization and regulation known.

In summary, the WSWA is urging Congress to treat cannabis in a similar manner to alcohol. Impressively, the organization is doing more than just imploring members of Congress to legalize and regulate adult-use cannabis.

Rather, the WSWA is showing their commitment by doing much heavy lifting. Click here and you’ll find the WSWA Principles for Comprehensive Federal Legalization and Oversight of the Adult–use Cannabis Supply Chain. This is a comprehensive document that serves as a framework for the federal government to take action.

“The time has come for Congress to legalize and regulate adult-use cannabis at the federal level,” says Francis Creighton, CEO and president of the WSWA. “The success of our alcohol regulatory system offers a proven model for cannabis regulation, one that will promote public health and safety as well as a fair and competitive marketplace.”

Why Does the WSWA Care About Cannabis?

It’s clear when reading the WSWA letter to Congress and the organization’s framework document that they anticipate this question.

In a letter to House Speaker Kevin McCarthy, Majority Leader Charles Schumer, Minority Leader Hakeem Jeffries, and Minority Leader Mitch McConnell, the WSWA lays out precisely why they’re addressing federal legalization and regulation:

“I am writing to you today to announce that we at the Wine & Spirits Wholesalers of America (WSWA) believe the time has come for Congress to legalize and regulate adult–use cannabis at the federal level.

“We have reached this position because the current conflict between state and federal law is not only causing adverse consequences for consumers and non–consumers of cannabis but will also have long–term public health and safety costs that are too great to ignore. Twenty–one states and the District of Columbia — representing roughly half the U.S. population — have already legalized adult–use cannabis, yet the markets in these states remain illegal under federal legislation. This conflict undermines the rule of law and weakens public health and safety, while leaving states unsupported in their efforts to create safe, regulated markets and eliminate dangerous black–market activity.”

What Does the WSWA Want?

Essentially, the WSWA wants the US government to apply the same principles of federal beverage alcohol regulation to adult-use cannabis:

Award permits to cannabis producers, testing facilities, importers, and distributors;
approve and regulate cannabis products;
collect federal excise tax efficiently and effectively; and
implement effective public safety measures.

To that last point, the WSWA calls for the development of “a reliable standard for all types of impaired driving, similar to blood alcohol concentration.” In other words, a BAC equivalency for cannabis.

Of course, I don’t think I’m coming to any groundbreaking conclusion in assuming the organization foresees financial benefits. Alcohol importers and distributors, for example, know how to maneuver through the red tape of federal regulation already. And they’re well positioned to apply for permits, should they be allowed to handle both alcohol and cannabis.

This is an interesting development, one that many will support. The WSWA makes a compelling point. Additionally, providing framework is a wise strategic move.

However, we’re in highly partisan, politically charged times. There’s no reason yet to assume Congress will take up federal legalization and regulation any time soon.

Image: Justin Aikin on Unsplash