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by David Klemt David Klemt No Comments

Heritage & Innovation: Glendalough

Heritage & Innovation: Glendalough Distillery

by David Klemt

Glendalough Distillery 7 Years Mizunara single malt Irish whiskey and glasses

Glendalough Distillery’s five founders are on a mission to honor Ireland’s rich distilling history and heritage.

As Bar Hacks guest Donal O’Gallachoir describes them, the whiskeys Glendalough crafts are remarkably different. O’Gallachoir, co-founder, national brand ambassador, and cheeky bottlewasher, aims to elevate Irish spirits.

More accurately, Glendalough’s founders want to return Irish whiskey to its rightful, historic place. That place? Among the top whiskeys in the world.

As you’ll learn, Glendalough will elevate your St. Patrick’s Day menu. In fact, these whiskeys and gins will elevate your entire menu, period.

Centuries of History

On episode 71 of Bar Hacks, O’Gallachoir briefly but compellingly shares Irish whiskey’s story. As he tells it, it was once estimated Irish whiskey accounted for up to 90 percent of world whiskey consumption.

That’s easy to believe when you factor in how Irish whiskey production can be traced back to at least the sixth century. There’s also the fact that Irish distillers were crafting, as O’Gallachoir puts it, “a wealth of styles.”

Unfortunately, a terrible string of wars—literal and economic—all but eradicated Ireland’s distilleries. When I say eradicated, I mean that when Glendalough Distillery opened in 2011, it became the fourth or fifth distillery in the country.

There used to be 200 licensed distilleries in the country, along with around 1,800 unlicensed distilleries. For decades of the 20th century, there were only two to three licensed distilleries in operation.

So, it makes sense that consumers outside of Ireland think the country produces only one style of whiskey: Irish. Meaning, light-bodied, sweet, and meant to be thrown back as a shot.

O’Gallachoir is well aware of the compelling paradox of modern Irish distillation. If the blended style of Irish whiskey most people know today hadn’t kept the industry alive, Glendalough and its expressions may not exist today.

Distillation Innovation

All Glendalough whiskeys are single malt and chill filtered. This stands in stark contrast to blended Irish whiskeys, the current dominant (modern) style.

Glendalough is, to oversimplify it, honoring centuries of Irish whiskey production. Single-malt Irish whiskey was what we would now label super- or ultra-premium. The difference between Irish and Scotch whiskey was the latter’s smoked, peated profile. The former was once preferred worldwide.

Glendalough is dedicated to crafting super-premium Irish whiskey. Doing so means they don’t make things easy on themselves.

Glendalough Distillery Double Barrel single grain Irish whiskey

Let’s start with Glendalough’s Double Barrel expression.

As the name suggests, this whiskey is finished twice. First, it’s aged in ex-bourbon barrels. Second, it’s matured in Oloroso sherry casks. Eschewing blends, Glendalough studies the science of different types of barrels to craft its styles.

Glendalough Distillery Pot Still single malt Irish whiskey

Of course, they also honor Irish distilling heritage through another expression: Glendalough Pot Still. To say no other style of whiskey embodies Irish production like pot still doesn’t do this distillation method justice.

In fact, Irish pot still whiskey is geographically protected; it can only be crafted in Ireland. However, when it comes to honoring Ireland, Pot Still doesn’t end there.

Glendalough initially ages Pot Still in ex-bourbon barrels. However, it’s finished in Irish oak. Truly, this expression captures the terroir of the mountainous region Glendalough calls home.

In other words, Pot Still is a super-premium taste of Ireland in a bottle.

And then there’s the distillery’s newest expression.

The Red String of Fate

About two weeks ago, Glendalough released their latest innovation: 7-Year-Old Single Malt Mizunara Finish.

7-Year-Old Single Malt Mizunara Finish in Wicklow, Ireland

Whiskey aficionados will recognize mizunara instantly and begin scheming to add this bottle to their collections.

Mizunara, Japanese oak, is renowned for several reasons. The wood imparts incredible flavors unlike those from other barrels. But, like all things rare and magical, mizunara is also incredibly challenging.

The challenges begin with the trees themselves, which can take hundreds of years to grow fully. This oak doesn’t grow straight, so crafting even one stave can be difficult.

Then there’s the water content. Mizunara translates to “water oak,” and it’s not an ironic nickname. The water content of mizunara is sky high, and it’s also highly porous.

It takes fantastic skill and experience for coopers to craft mizunara barrels that don’t crack or leak. To learn more, please click here to hear O’Gallachoir tell the story of Glendalough traveling to Hokkaido in Japan to form a relationship with an independent cooperage to craft Mizunara Finish casks.

Incredibly, the latest Glendalough expression isn’t a limited-edition release. Rather, this joins the core lineup and will be released twice per year. Be on the lookout for batch 001.

It seems that Glendalough whiskey and mizunara barrel coopers were fated to find one another. In fact, the red thread on each bottle of Mizunara Finish pays homage to the Japanese legend of the red thread of fate.

An invisible red thread connects those who are destined to find one another. It grows shorter and shorter as their paths collide.

Going Wild

You may recall that I said Glendalough doesn’t make things easy on themselves. This is evidenced by their gin.

Unlike other distilleries, Glendalough started with whiskey distillation and later pursued gin production.

Glendalough Distillery Wild Gin Irish gin

They also forage for the ingredients used to craft their Wild Gin. If it’s not within ten miles of the distillery and growing wild, it’s not in the bottle.

According to O’Gallachoir, it takes a year to produce one bottle of this gin. Rejecting easier methods of production like automation, each batch of Wild Gin is crafted by taste and aroma.

Glendalough Distillery Rose Gin Irish gin and cocktails

Then there’s the visually and aromatically impactful Rose Gin. Crafted to honor Glendalough’s head distiller’s mother Rose, this is a rose-petal gin.

Now, you may assume it’s like drinking a bottle of decades-old, overpowering, rose-scented perfume. However, O’Gallachoir assures me this is absolutely not the case.

Instead, this striking bottle is intensely floral but balanced, and undeniably unique. O’Gallachoir suggests trying it in a Bee’s Knees.

In just over a decade, Glendalough has elevated Irish craft spirits. There are more innovations to come and I can’t wait to try them.

To learn more about O’Gallachoir and Glendalough Distillery, please listen to episode 71 of the Bar Hacks podcast.

Image: Glendalough Distillery

by David Klemt David Klemt No Comments

Volley RTD: Clean, Lean & Green

Volley Tequila Seltzer: Clean, Lean & Green

by David Klemt

Chris Wirth and Camila Soriano, founders of Volley Tequila Seltzer holding cans of Volley

The founders of the world’s first clean tequila RTD, Volley Tequila Seltzer, are on a mission that values transparency and giving back to the planet.

Dynamic entrepreneurial duo Chris Wirth and Camila Soriano are the guests on episode 66 of the Bar Hacks podcast.

The two share the Volley story, including what drove them to create the brand and their mission.

Transparency is Challenging

It turns out that being transparent on your labeling isn’t as easy as it sounds. When it comes to beverage alcohol in the US, there are limits on what a brand can include.

You see, alcohol labeling isn’t the FDA’s purview. Rather, it falls under the authority of the Alcohol and Tobacco Tax and Trade Bureau, or TTB.

A little bit of digging reveals that when the Alcohol Administration Act was passed in 1935—two years after prohibition was repealed—the Federal Alcohol Administration was created.

This federal body replaced the Federal Alcohol Control Administration. The Federal Alcohol Administration had statutory powers and, as the name implies, had authority over the alcohol industry.

Seventy years later, the TTB was created and is the federal agency tasked with alcohol industry regulation. That means they control alcohol labeling.

So, when the FDA implemented nutrition labels, alcohol was unaffected. As far as the TTB is concerned currently, there’s no requirement for the labeling of alcohol similar to what’s required for packaged food.

But David, I bet you’re not asking, just because it’s not required doesn’t mean I couldn’t choose to include transparent nutrition labeling for my bottle of spirits or ready-to-drink canned cocktail, right?

Apparently, no—that’s incorrect. As you’ll hear in episode 66 with Soriano and Wirth, it’s not that simple. In fact, the TTB may reject your information-laden packaging for being too transparent.

Without policy changes, there’s no incentive for alcohol producers to be more transparent—and they may be prohibited from doing so.

Simple Changes are Impactful

All that said, Soriano and Wirth were able to introduce new packaging after just launching in 2020.

You may have seen people wipe off the tops of cans before opening and drinking from them. In fact, you may be one of these people. If so, great—you know why Volley now has foil covering the tops of their cans.

As Soriano explains on the Bar Hacks podcast, the tops of canned drinks are horrifyingly unsanitary. And as far she and Wirth are aware, Volley is the only canned beverage other than San Pellegrino with foil caps (in the US, anyway).

Volley Tequila Seltzer RTD can lineup with new foil packaging

This simple packaging change carries a big impact. Likewise, it fits with the brand’s identity and mission. The brand is driven to be healthier, more thoughtful, and more transparent.

A single 12-ounce can comes in at just 100 or 110 calories, depending on expression (there are four). All Volley RTDs are gluten-free and free of added sugars. You won’t find fermented cane sugar, corn syrup, fake sugars, essences, or “natural” flavors.

In fact, there are just three ingredients in a can of Volley: 100-percent blue agave tequila, 100-percent organic fruit juices (never from concentrate), and sparkling water. And yes, Soriano and Wirth can tell you exactly who their sources are for each ingredient.

Win-Win-Win Mission

That brings us to their drive to give back and be responsible stewards of the planet. Volley is in a partnership with Leave No Trace, a non-profit committed to caring for the outdoors.

If some industry experts are proven correct, 2022 will be the year that tequila dethrones vodka as the top-selling spirit throughout North America. Not only does Volley resonate with tequila lovers, the brand is also at the forefront of other trends popular with today’s consumer: sustainability, ethical business practices, active lifestyles, transparency, and healthier options.

Add the facts that RTDs make for excellent delivery order add-ons and can be served as quickly as a beer and you’ve got a no-brainer for your restaurant, bar, hotel or resort.

We love a brand that offers upside in droves. Volley is a win for consumers, a win for operators, a winning brand, and a win for the planet.

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

Image: Volley Tequila Seltzer

by David Klemt David Klemt No Comments

Bring the Heat: It’s Spicy Margarita Day!

Bring the Heat: It’s Spicy Margarita Day!

by David Klemt

Tanteo Tequila Jalapeño Margarita made with Tanteo Jalapeño Tequila

Today is the day to dial up the heat and deliver some fiery flavors to your guests with spicy Margaritas.

Why? Because it’s the second annual National Spicy Margarita Day!

Originally known as Founder’s Day, this bar holiday comes to us from Tanteo Tequila.

Participation is easy enough, and even easier if you have Tanteo Jalapeño, Habanero, and Chipotle bottles.

Tanteo CEO and Master Blender Neil Grosscup explains the signature cocktail holiday on the Bar Hacks podcast. During episode 64, Grosscup shares that the inaugural celebration honored late Tanteo founder Jonathan Rojewski. The holiday also highlights the brand’s mission: Crafting a tequila that makes the world’s best spicy Margarita.

However, it’s not just about promoting the brand and their favorite cocktail. Rather, Tanteo leverages this holiday to encourage people to give back.

Sustainability Initiatives

As Grosscup explains on Bar Hacks, he and the Tanteo team value three forms of sustainability:

  • Economic
  • Social
  • Environmental

The Tanteo distillery’s ownership spans 84 agave-farming families. Tanteo Tequila is the 85th owner. This business model—the only distillery owned by a co-op of agave farmers—is an example of economic sustainability.

There are a few reasons for this approach. One of those is that it helps the farmers weather market swings. Indeed, agave is acutely susceptible to shifts in market value. When there’s too much agave, the value of a kilo of agave can plummet quickly. Another reason for the Tanteo co-op is transparency.

About 150 bars are participating in this year’s National Spicy Margarita Day. For every spicy Margarita made with Tanteo Tequila sold at these venues through January 30, $1 will go to a variety of waterway cleanup charities:

  • Chattahoochee Riverkeeper
  • Friends of the Chicago River
  • Friends of the LA River
  • Keep the TN River Beautiful
  • Ohio River Foundation
  • Orange County Coastkeeper
  • San Diego River Park Foundation
  • Trinity River Audubon Center
  • Un Salto Con Destino. This organization is cleaning up the Rio Santiago. The Tanteo distillery is in Juanacatlán, Jalisco, Mexico, and the Rio Santiago is crucial the surrounding community.

How to Participate

It’s a little late to join officially as a bar partner with Tanteo. However, that doesn’t mean you shouldn’t celebrate the holiday.

Serving up spicy Margaritas is always a great idea. One simple way to leverage National Spicy Margarita Day is to create a small specialty menu. With at least three Margaritas, you can boost the heat level of each version to appeal to different guest’s spice preferences. You can alter heat levels using different Tanteo expressions, infusions, bitters, syrups, etc.

Or, you can simply perfect your restaurant or bar’s signature spicy Margarita. Either way, promote your participation on across your social platforms.

Speaking of social, snap a pic of your Margarita(s) and use the tag #NationalSpicyMargDay. Notice the spelling: the hashtag uses “Marg,” not “Margarita.” For every social media post tagged #NationalSpicyMargDay, Tanteo will donate $1.

See below for three Tanteo spicy Margarita recipes. ¡Salud!

Tanteo Jalapeño Margarita

Tanteo Jalapeño Margarita cocktail and bottle of tequila

  • 2 oz. Tanteo Jalapeño Tequila

  • 1 oz. Fresh lime juice

  • ¾ oz. Agave nectar

Prepare a rocks glass by adding ice. Optionally, rim glass with Tanteo Jalapeño Salt or your signature blend. Add all ingredients to a shaker with ice. Shake well and strain into prepared rocks glass. Garnish with a lime wedge or jalapeño slice (or both).

Tanteo Habanero Margarita

Tanteo Habanero Margarita on a board with habanero peppers with tequila bottle in background

 

  • 2 oz. Tanteo Habanero Tequila

  • 1 oz. Fresh Lime Juice

  • ¾ oz. Agave Nectar

Prepare a rocks glass by adding ice. Optionally, rim glass with Tanteo Jalapeño Salt or your signature blend. Add all ingredients to a shaker with ice. Shake well and strain into prepared rocks glass. Garnish with a habanero pepper.

Tanteo Chipotle Margarita

Tanteo Chipotle Margarita in garnished rocks glass next to tequila bottle

  • 2 oz. Tanteo Chipotle Tequila

  • 1 oz. Fresh Lime Juice

  • 1/2 oz. Agave Nectar

Prepare a rocks glass by adding ice. Add all ingredients to a shaker with ice. Shake well and strain into prepared rocks glass. Garnish with a chipotle pepper, orange slice, or lime wedge.

Image: Tanteo Tequila

by David Klemt David Klemt No Comments

Top 10 Bar Hacks Bonus Episodes: Goals

Top 10 Bar Hacks Bonus Episodes for Setting and Achieving Goals

by David Klemt

We’ve rounded up the ten best bonus episodes of Bar Hacks that feature KRG Hospitality president Doug Radkey offering goal-setting guidance.

Obviously, we all want to succeed. However, it’s not always obvious where we should start. This has been proven all the more true the past two years.

Doug has a way of cutting a path through the overwhelming noise and distractions operators face each day. The Bar Hacks bonus episodes below can help listeners take a deep breath, reset, and take the necessary steps to identify, measure, and achieve their 2022 goals.

Bonus #1: Strategic Clarity

Doug explains strategic clarity as the understanding of who we are, what we’re working toward, and how we’re going to get where we want to go. Click here to listen.

Bonus #3: Simplification

In this episode, Doug asks listeners a simple question: “Is your vision for your restaurant or bar’s systems complex or simplified?”

Bonus #4: Acceptance

We can’t really make achievable goals if we don’t understand the current situation we’re facing. In this bonus episode, Doug explains why it’s important to be able to accept change and differences.

Bonus #6: Decision Making

We make thousands of decisions every day, from the simple to the complex and everything in between. Doug shares his insights into clearly and confidently making decisions for your business. Click here to learn more.

Bonus #7: Innovative Leadership

What is innovative leadership? It’s confidence in your abilities and your team, knowing when to get out of the way, and the culmination of a few other key concepts. To listen, click here.

Bonus #9: Flexibility

For this bonus episode, Doug explains why success in this era of hospitality requires owning the entire guest journey, frictionless omni-channel experiences, and other elements of a flexible approach to business.

Bonus #12: Self Care

Doug shares his thoughts on one of the most crucial elements of operating a business in the hospitality industry. Hint: He’s not talking about menus, marketing or making money in this episode.

Bonus #13: Confidence

Do you think you have a growth-based mindset or a fixed mindset? Doug discusses confidence and the impact it has on your ability to lead effectively in Bar Hacks Bonus #13.

Bonus #14: Self Learning

Knowing that you don’t know it all opens up your world and makes you a better leader. Doug explains how seeking out knowledge, experiences and opportunities to learn makes you a better operator, keeps you sharp, helps you better relate to and mentor others, and improves your business in every way. Listen now!

Bonus #17: The Seven Cs

Doug explains each of the Seven Cs and how they’ll help you build a winning team. Without the right people on staff, you don’t have much of a chance to achieve your goals. Click here to listen to this important episode.

To listen to the first five bonus episodes in this list in one convenient episode, please click here for today’s Bar Hacks podcast episode. Cheers!

Image: Mikołaj on Unsplash

by David Klemt David Klemt No Comments

Extend Your Reach with a Loyalty Program

Extend Your Reach with a Loyalty Program

by David Klemt

McDonald's French fries close up in package

It’s increasingly important to stay top of mind with your guests. Now more than ever, that means finding yourself on their screens.

For likely the one-billionth time, allow me to point out something we should all know by now: We’re all on our phones and tablets all the time.

From texts and emails to app notifications and social scrolling, there’s always a reason to check screens.

So, how can operators invade people’s devices? By collecting guest data via a loyalty program.

Fluctuating Support

Not so long ago, industry experts bristled against the mention of rewards and discounts.

Guests, the thought was, had zero interest in signing up for loyalty programs. People would soon frantically seek out “unsubscribe” links after receiving one too many marketing emails.

However, people are quickly thawing, warming to the idea of loyalty programs. Once thought of as too invasive, now marketing experts believe “too intrusive” doesn’t exist.

After all, businesses need to ensure they’re highly visible. Operators must meet guests where they are. Where are they? Their devices.

Rewarding Loyalty

Your staff aren’t the only people engaging with the incentive economy.

Today, it appears that a guest liking your brand isn’t good enough to ensure their loyalty. They want rewards beyond experience, consistency, and delicious food and beverage.

With so many brands competing for your guests’ dollars, you have to stand out to keep them coming back.

Now, there are still industry experts and operators who will tell you to avoid discounting at all costs. Offering a discount, they argue, starts you down the road of devaluing your brand.

Well, the great news is that when creating your own loyalty program, you can offer whatever you see fit. If you fall into the Never Discount camp, none of your rewards have to be discounts.

Free is Better than a Discount

So, let’s remain in the Never Discount realm. What else will encourage guests to sign up for your loyalty program—and actually engage with it?

We can use the loyalty program launched in July by a global fast-food juggernaut as a great example.

Over the summer, McDonald’s launched MyMcDonald’s Rewards. How successful was the launch? More than 12 million people opted into the program.

In exchange for signing up, agreeing to receive alerts, and handing over their data, guests received a free medium French fry.

McDonald’s selected 66 loyalty program members to receive one million MyMcDonald’s Rewards points. One lucky member also received free French fries for life.

Create Your Program

“But David,” I hear some of you arguing, “isn’t free even worse than a discount?”

The short answer is no. A discount can devalue a brand because guests get used to paying less for select items or entire visits. Over time, they perceive the lower price as the standard price. Soon, they’ll wonder when the next discount is coming. You’ll have to either further discount your food and beverage or work harder to re-engage your guests some other way.

If a rewards program is structured correctly, members will have paid for any free item they earn several times over. Most commonly, guests receive points in exchange for dollars spent. They can then exchange those points for a free menu item. This doesn’t devalue the brand, it incentivizes program members to become loyal, repeat guests.

Operators not quite ready to build their own apps can utilize text messages and emails. Of course, the former is the most intrusive (in a good way). Texts can inform members of promotions and encourage them to visit or place an order online. Emails can let members know their current balance and what incentive their close to earning.

Additionally, be generous. Don’t exclude your guests’ favorite items from the program. Why would a loyalty program member remain loyal if they can’t exchange their points for “the good stuff”?

Structure your program correctly and you’ll increase visits per guest and spends per visit. Couple your guest data collection with a platform like SevenRooms and you’ll truly supercharge your revenue.

Image: Brett Jordan on Unsplash

by David Klemt David Klemt No Comments

New Operators Can Reject the Old Models

New Operators Can Reject the Old Models

by David Klemt

Thinking differently planning concept with light bulb on chalkboard

There’s no reason new hospitality business owners and operators have to do what’s always been done.

In fact, new owners and operators are in a prime position to create entirely new business models.

If we’re going to change things and set the industry up for success in the future, we need to pursue different ways of doing business.

Industry Pioneer and Icon

Lynnette Marrero, widely known as a pioneer in this industry, is enjoying a career that should inspire all hospitality professionals.

After getting her start as a cocktail waitress at New York City’s storied Flatiron Lounge, she transitioned to bartender. In that role, Marrero was able to learn under Flatiron Lounge co-owner and bartending sage Julie Reiner.

She has created and consulted on world-class, award-winning cocktail programs. If you find yourself in New York City, plan to stop into Llama Inn and Llama San to experience Marrero’s menu programming.

Marrero is a James Beard Award and Spirited Award winner, a Dame Hall of Fame inductee, and the co-founder of high-speed all-female bartending competition Speed Rack.

Perhaps most importantly, she’s a mentor and an innovator helping to shape the career’s of new bartenders and hospitality pros.

And on episode 54 of the Bar Hacks podcast, Marrero encourages new operators to think differently about how they run their businesses.

New Models

Specifically, Marrero explains that new owners and operators are in a position to run things differently from the start.

“I think it’s a lot about changing your structures from the beginning. Don’t feel pressure to have to go into models that already exist,” says Marrero. “You can build new models and you can think about new ways.”

Making impactful change from the very beginning requires a change in how we think about running restaurants, bars, hotels, and other hospitality businesses.

“What does ownership look like?” asks Marrero, providing examples of new approaches to ownership. “Can you start a place that’s more profit sharing for staff? Can you build that in from the beginning?”

Offering further considerations, Marrero suggests that new owners and operators consider operational elements such as earned equity and co-op-style ownership.

In theory, such structures, which are certainly far from the norm, may lead to significant reductions in turnover, boosts to staff morale and engagement, and a more dynamic team. Putting different structures in place rather relying on the old models can lead to building teams invested in helping owners grow their businesses for the long term.

Change is Necessary

While established operators can certainly make changes to their existing operations, Marrero says that it’s easier for new businesses to do so.

In part, this is because investors know going in what the labor structure is, for example. They therefore also understand how the payback structure will work.

And that’s just on the investment side of the equation. On the labor side, new structures make it easier to recruit, hire, and retain staff.

Solving labor shortages leads to operating at full strength for full days rather than relying on shortened hours. Staff are less overwhelmed and costly turnover is reduced.

It’s easier to do things the way they’ve always been done. But rejecting the old ways can be far more fulfilling and profitable for everyone involved.

Image: Pixabay on Pexels

by David Klemt David Klemt No Comments

Incentive Economy: What are You Offering?

The Incentive Economy: What are You Offering?

by David Klemt

Chef's knife and honing rod crossed on cutting board

You know about the gig economy but are you familiar with the incentive economy?

It’s quite simple, and there are myriad ways for operators to engage with it. In fact, you likely already participate in the incentive economy in some way.

To put it succinctly, the incentive economy is all about the perks of a job beyond a paycheck.

The Old Ways are Out

On episode 53 of our Bar Hacks podcast, Chef Brian Duffy addresses the need for changes in our industry directly.

First, he tackles the lack of transparency in leadership by some operators. As Chef Duffy says, “That’s an old school way of doing it. That was an old school way, that was the Eighties.”

According to the chef, and we wholeheartedly agree, we now find ourselves in a “different phase” in the industry.

Then, Chef Duffy takes on how leadership in the industry treats staff.

One effective recruiting and hiring incentive Chef Duffy offers on the podcast deals with scheduling. None of his cooks close both nights of a weekend. He also posts schedules two weeks in advance so there are, A) no surprises, and B) if staff need to swap or drop, they have time to do so without impacting the business.

This simple scheduling incentive is attractive to new hires and existing staff. Why? Because working unpredictable, erratic hours is stressful.

“That ruins your life,” explains Chef Duffy.

If operators want to attract new hires, keep their team together, and reduce turnover, listening to staff about scheduling is crucial.

Things Need to Change

Chef Duffy shares a story on the podcast about his daughter and her experience working at a restaurant operated by a hospitality group.

No, he doesn’t name the group or the concept. The who isn’t the point here, it’s the what.

That what is how leadership bungled not only a scheduling issue but also how they botched Chef Duffy’s daughter’s two-week notice, her final shifts, and her final pay.

For more context, his daughter wasn’t a new hire who bailed after perceiving she had been treated poorly. She had worked at that restaurant for a year, there were ongoing issues, and she finally left.

As we all know, we’re down about a million jobs in this industry. That loss isn’t simply because of the pandemic. Our industry is undergoing a seismic cultural shift and we’re losing people who won’t return to hospitality.

Things need to change if we’re going to reverse this trend and strengthen the industry. KRG Hospitality president Doug Radkey addresses the change we need in his latest book, Hacking the New Normal. Chef Duffy addresses some of the necessary changes on our podcast as well.

“We can complain as much as we want, but we created it,” Chef Duffy says. “We as owners and operators and managers, we created what’s happening right now.”

Get Creative

The only limits to incentivizing your staff are your imagination, staying consistent with policies and procedures, being respectful of your staff and guests, and the law. Remain in those confines and get creative.

An incentive doesn’t need to be a grand gesture or prize. In many instances, something that makes a shift more fun and breaks up the monotony is enough to energize the staff.

“I want my staff, I want my front-of-house staff, to know what my sales goal is for the day,” says Chef Duffy. “And then I want to run a contest with that.”

One of the chef’s favorite contests is simple and highly motivating: Follow the Twenty.

Chef Duffy puts a twenty-dollar bill into play against a particular item or menu category. For example, either a specific dessert or any dessert.

Whenever a team member sells a dessert, they get the $20 that’s in play. If a different person sells another dessert, they get the twenty. Follow the Twenty incentivizes the first person to sell more of an item to hang onto the money, and the game motivates the rest of the staff to outperform their coworker to get the prize.

The last member of staff to sell a dessert that shift or day keeps the money.

Offering another creative incentive he’s seen, Chef Duffy shares that there’s a restaurant out there offering a free tattoo to kitchen staff that stays for at least 30 days. Will some staff leave after they get their tattoo? Possibly. Hiring wisely, implementing training policies and procedures, treating staff with respect, making scheduling easier and more flexible, ensuring clear communication is embedded in the fabric of your brand’s culture, and offering further incentives can prevent that turnover.

Offer Ongoing Education

“We live in an incentive world now,” says Chef Duffy. Explaining that he doesn’t operate large kitchens, large bars, or employ large teams, he admits he can only do so much in terms of incentives.

However, his approach to incentivizing staff to stay starts with this example of true leadership: “The one thing I can do is treat my employees well.”

With decades of experience in the industry, Chef Duffy’s knowledge is something he can offer his staff. A big believer in education, passing down information that can enrich team members’ careers and lives is an incredibly valuable incentive.

During a recent training session with a very young kitchen staff, the chef started with the very basics of education.

“Hey, guys, here’s a knife. This is a knife,” he said to the kitchen staff. “There’s seven different parts to a knife. Here’s the most powerful part, here’s the most precise part. This is how you hold it, this is what we do…”

Just reading that, it may seem like Chef Duffy was being condescending. That’s not the case. He wants to share as much of what he’s learned over the years to pass on his collected knowledge.

“I want people to feel as if they’re gaining something from me and the knowledge that I have rather than, ‘Go cut those onions and I’m gonna yell at you if you do it the wrong way,'” says Chef Duff.

Make Meaningful Change Today

Making impactful change can feel overwhelming. Let’s face it, it’s easier to just stay the course. But these days, staying the course can cost you your staff, then your guests, and then your business.

One way to start making change is to look inward at yourself, and at your leadership team.

Are your staff gaining anything from you beyond a job and paycheck? Is your leadership team mentoring and incentivizing staff? Are you, your leaders, and your team happy at work?

If the answer to those questions is “no,” do what’s reasonable to improve your brand’s work culture.

As Chef Duffy says, “The whole dynamic of it has to change and we have to take better care of our employees.”

Image: Steve Raubenstine from Pixabay

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