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May 24, 2023by David Klemt David Klemt No Comments

Your Discovery Strategy Needs to Change

Your Discovery Strategy Needs to Change

by David Klemt

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

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

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

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

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

Where are Your Guests?

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

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

Per SevenRooms, Gen Z:

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

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

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

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

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

Leverage Multiple Channels

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

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

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

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

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

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

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

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

The Omni-channel Path

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

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

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

Google Integration

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

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

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

Social Media

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

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

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

Third-party Marketplace

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

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

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

Direct Channels

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

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

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

Direct Booking

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

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

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

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

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

Image: Sergey Zolkin on Unsplash

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

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

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.

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

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

April 18, 2023by David Klemt David Klemt No Comments

Sticking to Your Standards

The Importance of Sticking to Your Standards

by David Klemt

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

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

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

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

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

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

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

Setting Standards

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

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

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

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

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

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

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

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

The Cheat Code

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

How so? It’s quite enlightening.

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

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

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

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

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

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

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

Image: Owen Michael Grech on Unsplash

April 18, 2023by David Klemt David Klemt No Comments

Chip Klose and the ABCDEs of Marketing

Chip Klose and the ABCDEs of Marketing

by David Klemt

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

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

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

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

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

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

A: Audience

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

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

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

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

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

B: Brand

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

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

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

C: Competition

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

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

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

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

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

D: Differentiation

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

What’s next?

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

Klose says answering the questions below can help:

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

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

E: Everything

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

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

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

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

Image: Diomari Madulara on Unsplash