Nightclub | KRG Hospitality

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July 30, 2021by David Klemt David Klemt No Comments

We Need to Join Forces on the RRF

We Need to Join Forces on the RRF

by David Klemt

It’s time for all hospitality professionals to come together and tell Congress to replenish the Restaurant Revitalization Fund.

Honestly, it’s well beyond time for us to all join forces and send our message to Congress.

Owners, operators, managers, and team members need to contact their representatives. Additionally, they need to encourage their friends and family members to do the same.

If we’re going to stop the damage to our industry, this needs to be done.

State of the RRF

Per this download from the National Restaurant Association, 455,304 eligible restaurants applied for RRF grants.

In total, 278,304 restaurants were awarded grants.

To be fair, that’s excellent news. And the Small Business Administration should be applauded for providing lifelines to nearly 280,000 restaurants.

However, the $28.6 billion the fund was seeded with was never going to be enough. Also, the SBA’s RRF portal was open nowhere near long enough.

Toward the end of May, Republican members of Congress sent a letter to the SBA. In it, they criticize the SBA for closing the portal so quickly.

To provide context, the RRF application portal was open a mere 21 days. Further context: the SBA made it clear before the RRF portal was opened that only priority applications would be processed for the first 21 days.

Replenish the RRF

According to the NRA, 177,000 eligible RRF applicants were not awarded grants.

That number represents a total of $43.6 billion in grants that haven’t been awarded.

So, not only does the SBA need to reopen the RRF, they need to replenish it with at least $43.6 billion. The NRA is asking that Congress refill the RRF with $50 billion.

We all know that the situation is dire. Per the NRA, 1.3 million jobs have been lost. Since the first 14 months of the Covid-19 pandemic, restaurants have lost $290 billion in sales. Obviously, that number has grown. At least 90,000 restaurants have either closed their doors long-term or forever.

However, this isn’t only about our industry. As the NRA shows, every dollar spent on this industry generates $2 for farming, baking, fishing, and other industries.

Looking at the numbers makes it clear: We all need to carve out the few minutes it will take to tell our representatives what we want.

What do we want? For the RRF to be replenished. Click here to tell Congress to replenish the RRF with at least $50 billion, and make sure to spread this message on social by using #ReplishRRF.

There are millions and millions of us in this industry. Now more than ever, we need to join forces and pull in the same direction.

Image: Louis Velazquez on Unsplash

Server walking through restaurant carrying tray

July 26, 2021by David Klemt David Klemt No Comments

4 Tips for Recruiting and Retention

4 Tips for Recruiting and Retention

by David Klemt

Operators seeking to survive and thrive despite the Great Resignation can give themselves an edge with these four concepts.

Attract New Talent

KRG Hospitality president Doug Radkey doesn’t find the struggle to fill restaurant, bar and hotel positions all that shocking.

Why? Because too many operators post generic, cookie-cutter job listings. Doing what everyone else is doing has never been advisable for those looking to stand out.

Instead, Doug suggests a more unique approach to job ads, an approach that helps operators stand above the competition.

Step one is avoiding banal listing language:

“Are you friendly, energetic, and highly motivated?”
“Are you an experienced and enthusiastic [insert position]?”
“The ideal candidate must work well in a fast-paced environment and be a team player.”
List of basic job tasks.

Instead, Doug suggests the following:

Hire for values rather than experience. Training addresses systems and standards, not personality and drive.
Operators should be transparent about their core values, company culture, and potential for growth.
Showcase the approach to inclusivity, diversity, acceptance, and flexibility. That is, if that’s authentic. If not, that’s a flashing, neon red flag that requires addressing.
Offer a living wage, benefits, potential for personal growth, and education.
Produce a video of team members sharing why they work at the company. This must be genuine and honest.

Demand creates competition. Innovation beats the competition.

Actually Onboard New Hires

So, an operator adjusts their approach to filling open positions. They recruit and hire promising employees.

Sadly, it’s common for new hires in hospitality and foodservice to leave in just a few months. Rather than accept this as the norm, operators have a tool at their disposal for improving employee retention: Onboarding.

Too many operators think the next step after hiring someone is providing a start date, showing them the front- and back-of-house, and hoping things will work out.

Well, hope isn’t a strategy.

The next step after hiring someone is onboarding and should include the following:

Complete all pertinent paperwork and setting up access to systems. If applicable, set up direct deposit.
Provide new hire with detailed employee handbook. If there isn’t one yet, that must be addressed.
Share the story of the business (history, area, etc.) and workplace culture.
Outline expectations: Policies, rules and responsibilities.
Explain benefits, such as health insurance and mentorship opportunities.
Provide training and assign shadowing.
Deliver feedback on trained tasks.

The above list obviously has room for more onboarding tasks. Operators should create a physical onboarding checklist. Also, they should require the person or people tasked with onboarding to complete and sign off the checklist (even if that person is the operator).

Nail recruiting, hiring and onboarding and word will get out. The result? Hiring gets easier and turnover decreases.

Focus on Workplace Culture

Doug addressed workplace culture and the labor shortage on Bar Hacks bonus episode number 16.

Simply put, operators need to take an honest look at their culture.

Is it inclusive and accepting? Transparent and nurturing? Do employees feel comfortable bringing up workplace issues? (More on that last one below.)

Hospitality is fast-paced and demanding—owners and managers shouldn’t add to the stress.

Why would anyone want to work in for someone who isn’t going to treat them and their coworkers with respect, mentor them and nurture their career, and value their input?

It’s every operator’s responsibility to be good stewards of hospitality professionals’ passion for this industry. We do them a disservice when we turn a blind eye to an unhealthy workplace culture that has taken hold, crushing their love of his business and driving them away.

Value Employee Feedback

Yes, guest feedback is valuable. However, so is feedback from employees.

It’s important for operators to remember not to focus solely on guests.

True, a business isn’t a business without customers. Equally true: It’s not a business without employees.

So, operators should foster a work environment in which employees feel comfortable sharing honest feedback. This is, of course, where culture comes into play.

If employees don’t feel safe sharing their opinions and suggestions, operators won’t truly know what it’s like to work for them. Without that feedback, employee turnover will skyrocket, recruiting and hiring will be an endless struggle, and the guest experience will suffer.

We all know what happens if guests pick up on an uncomfortable restaurant, bar or hotel environment: They don’t return.

Operators can’t expect their businesses to thrive (or just survive) if they focus solely on guests.

Putting these concepts to work can help operators succeed despite the Great Resignation of 2021.

Image: Shangyou Shi on Unsplash

Shots of tequila surrounded by lime wedges and salt

July 20, 2021by David Klemt David Klemt No Comments

10 Bottles for National Tequila Day

10 Bottles for National Tequila Day

by David Klemt

This Saturday we celebrate the world’s most famous agave spirit: the one and only tequila.

National Tequila Day takes place this weekend on July 24.

Of course, there are still those out there who view tequila as a low-quality, high-proof spirit that leads to bad decisions.

Luckily, years of education are turning that around. People across the world are now aware of high-quality sipping tequilas.

Those in the know are drinking better, although that doesn’t preclude them from making bad choices afterward. Indeed, we can no longer blame the tequila, only ignorance of higher quality expressions.

Just like we did for bourbon and Lambrusco, we’ve rounded up bottles operators should consider for National Tequila Day and beyond.

Cheers!

Blanco

Arguably the tequila most people associate with cheap shots and cocktails. Distillers don’t age blanco and they bottle the liquid soon after distillation. However, the explosion in the growth of tequila brings with it new brands and higher standards. Many blancos taste excellent and make great cocktails.

Mijenta Blanco

This blanco represents the antithesis of the mainstream stereotype of blanco tequilas. Tequilera Maestro (Tequila Master) Ana Maria Romero approaches the process of making Mijenta Blanco with the same care and attention to detail as she does reposado.

Teremana Blanco

Yes, this is a “celebrity tequila.” Yes, Dwayne “The Rock” Johnson owns Teremana. Being a celebrity spirit doesn’t discredit the quality of this brand. Teremana Blanco is a silver tequila that aims to drink like a luxury expression.

Joven

An interesting and rare (currently) category, joven is unaged tequila blended with one or more aged expressions.

Viva XXXII Joven

Described as a “modern sipping” expression by the distillery, Viva XXXII Joven is made with estate-grown blanco and the brand’s extra añejo. Expect crisp flavors of lemon peel, yerba buena (an aromatic mint), and white pepper.

Casa Dragones Joven

When Casa Dragones first entered the market in 2009, this was their debut expression. Five years later, they released their first blanco. In the case of Casa Dragones Joven, blanco was blended with extra añejo. Not only is it proper to include one of the first joven tequilas on the market on this list, this expression has earned its place.

Reposado

Combine the bold flavors of younger blanco tequila with the smooth, refined characteristics of aged añejo. That will give you an idea of what to expect with a reposado, which is aged between two and twelve months. Equal capable in shots and cocktails or for sitting and sipping.

Volcán De Mi Tierra Reposado

Made from agaves that take well over 3,000 days to ripen, Volcán Reposado captures the terroir of the state of Jalisco. The liquid is aged in American and European oak barrels, which helps to make this a smooth expression.

Clase Azul Reposado

Arguably the most recognized bottle on the back of any bar. Clase Azul Reposado draws the eyes of guests with its unique appearance and keeps them coming back with its unique flavor profile and incredible smoothness.

Añejo

This category must be aged for one to three years in oak. Of course, añejo can be enjoyed as a shot or in a cocktail, just like any spirit can be. However, these tequilas are often best when sipped slowly to appreciate every flavor, aroma, and mouthfeel characteristic.

El Tesoro Añejo

This añejo is aged between two and three years in ex-bourbon barrels. The result is intriguing, to the say the least: Master Distiller Carlos Camarena says El Tesoro Añejo, due to vanilla and maple notes, would pair well with pancakes.

Casa Dragones Barrel Blend

Known as a small-batch producer of luxury blanco and joven tequilas, Casa Dragones is finally producing an añejo. Casa Dragones Barrel Blend is aged in Quercus Sessile French oak and new American oak barrels, both of which undergo custom toasting. The result is a smooth, luxurious sipper with spice, oak, berry, and agave notes.

Extra Añejo

Once a distiller passes the three-year mark aging tequila, they have free reign to experiment. The extra añejo category is where people find truly unique and rare (and expensive, of course) expressions.

Herradura Selección Suprema

It may interest people to know that Herradura gets the credit for creating both the reposado and extra añejo categories. So, it’s only fitting that they be on this list in one of those categories. Herradura Selección Suprema rests for 49 months—four years and one month—in American white oak barrels.

Tears of Llorona No. 3 Extra Añejo

Master Distiller Germán González initially created Tears of Llorona to for his friends and family. However, the five-year-old extra añejo Maestro Gonzalez produces are sometimes made available to the public. The current private stock offering, Tears of Llorona No. 3, is aged in Scotch, brandy, and sherry oak barrels.

Image: Xavier Espinosa from Pixabay

July 19, 2021by David Klemt David Klemt No Comments

Mask Mandates, Recommendations Return

Mask Mandates, Recommendations Return

by David Klemt

Pointing to vaccination hesitation, vaccination refusal, and rises in Covid-19 cases, some cities are mandating masks indoors.

Importantly, mandates and recommendations are coming down irrespective of vaccination status.

Of course, many people are unhappy about this news. Much of the backlash includes the claim that a return to masks proves vaccines don’t work.

However, others point to variants—in particular, Delta—spreading via the unvaccinated and unmasked.

Unfortunately, continuing divisiveness means hospitality and other frontline workers are again at risk for hostile confrontations.

Los Angeles County, California

If you’re an operator in Los Angeles County, masks indoors aren’t just a recommendation. An indoor mask mandate went into effect on Saturday, July 17.

Just a month prior, embattled Governor Gavin Newsom proudly announced California’s unrestricted reopening.

Now, the more cynical among us see Gov. Newsom’s June reopening as a bid to stave off recall efforts. However, recall ballots will go out to Californians next month.

Per reporting, California’s Covid-19 infection rate is close to tripling. Los Angeles County health officials say the indoor mask mandate comes out of an overabundance of caution.

On a different note, health officials expect the state’s vaccination rate to effectively combat a spike in infection rates. The current rate isn’t expected to match or surpass those of prior peaks in the state.

As far as mandate details, it’s quite simple: Masks are required for everyone indoors, regardless of their vaccination status.

According to reports, an additional ten California counties are recommending masks indoors. No word yet on if other counties—or the state as a whole—will announce mask mandates. Nor is there an end date for LA County’s current mandate.

Southern Nevada

While not a mandate, the Southern Nevada Health District is recommending people, regardless of vaccination status, wear masks indoors.

Unsurprisingly, Las Vegas is experiencing an influx of visitors. With vaccination rates on the decline and infection rates on the rise, health officials are concerned.

More than 2.9 million visitors flocked to Las Vegas in May. Clark County, Nevada, which includes Las Vegas, has a population of over two million.

Of course, it’s important to remember that, for now, wearing masks indoors is a recommendation. However, some resorts and casinos—Westgate and the Venetian among them—now require their employees to wear face masks.

So far, neither Las Vegas, Clark County or Nevada have implemented a mandate. Of course, that could change and a mandate may be in the wings.

Orange County, Florida

Much of the news of returning mask mandates and recommendations focuses on Los Angeles and Las Vegas.

In fact, some critics are attacking Nevada Governor Steve Sisolak, accusing him of blindly following Gov. Newsom.

Interestingly, though, is that a mayor in Florida is also recommending face masks.

Mayor Jerry Demings of Orange County recommends wearing masks indoors, vaccination status notwithstanding. The phrasing of the mayor’s announcement refers to the suggestion as an “official recommendation.” However, no mandate is in place currently.

Frontline Risks

Clearly, mask mandates and even recommendations are going to anger some of the population.

Unfortunately, hospitality workers (and those in other public-facing industries) are once again at risk of confrontations. Even without mandates, some businesses that choose to require masks experience hostility.

The last thing America needs is more divisiveness, anger, and potential for confrontations.

Millions of hospitality professionals have left the industry for good. One factor leading to those losses has been concern for safety due to people angry over mask and vaccine requirements.

Obviously, operators must do whatever’s in their power to ensure the safety of their team members and guests. Leadership must not only convey their support for their employees, they must stand behind that messaging with their actions.

In cities where masks mandates and recommendations return, operators need to focus on safety as much as employee retention. Indeed, the former aids the latter, which aids recruiting and hiring.

Image: Daniel Lee on Unsplash

Philadelphia, Pennsylvania, time-lapse at night

July 7, 2021by David Klemt David Klemt No Comments

Two States Rescinding To-Go Cocktails

Two States Rescinding To-Go Cocktails

by David Klemt

Two states are putting an end to a lifeline that many restaurants and bars still rely upon as the industry attempts recovery.

Unfortunately, New York and Pennsylvania are rescinding to-go cocktail laws. Sadly, we can only hope this doesn’t lead to a state legislature domino effect.

The decision stands in stark contrast to states that chose to legalize to-go cocktails this year.

Pandemic Lifeline

Call it cynicism if you like, but it seems that our industry is constantly left to fend for itself.

For example, look at how long it took for the the American Rescue Plan to be voted into law. The bill, which included the Restaurant Revitalization Fund, didn’t pass the House until March of 2021.

Also, the awarding of Paycheck Protection Program stimulus loans was a farce and disaster.

Then, remember that the RRF application portal didn’t launch until the end of April. Of course, the fund has been depleted already and the portal closes July 14.

Obviously, restaurants and bars adapted and leaned into delivery, takeout, and pickup in an attempt to survive. In addition, several states made to-go cocktails legal temporarily.

Ultimately, some states made those “loose” laws permanent. Iowa was the first state to do so.

Now, operators in New York and Pennsylvania are having that lifeline yanked out of their hands.

Disappointing Development

Less than a month ago I reported on how several states (and Canadian provinces) are choosing to handle to-go cocktails.

So far, eleven states made them legal permanently: Arkansas, Florida, Georgia, Iowa, Kentucky, Montana, Ohio, Oklahoma, Texas, West Virginia, and Wisconsin.

Other states chose to keep their to-go cocktail rules loosened until 2022 or 2023: Delaware, Illinois, Maine, Virginia, and Washington.

Still others—New York and Pennsylvania among them—introduced bills this year that sought to make to-go cocktails legal permanently: Arizona, California, Kansas, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, and Oregon.

So, rather than keep their rules loose and continue to help their operators generate much-needed revenue as they try to recover from the economic devastation of the pandemic, New York and Pennsylvania voted to take to-go cocktails away from them.

Rather than help the industry, too many politicians and officials have used them during the pandemic as scapegoats, punching bags, and public relations stunts.

It’s clear that operators in New York and Pennsylvania (and many other states, to be fair) need to send a unified message when elected officials need venues for campaigning and fundraising.

Image: Heidi Kaden on Unsplash

July 5, 2021by David Klemt David Klemt No Comments

5 Books to Read this Month: July

5 Books to Read this Month: July

by David Klemt

This month’s fun and informative book selections will help you develop next-level culinary, beverage and leadership skills.

To review last month’s book recommendations, click here.

Let’s dive in!

Tequila & Tacos: A Guide to Spirited Pairings

This pairing is iconic. However, this book proves the legendary pair can go well beyond just munching on a street taco and slamming a tequila shot. Moreover, Tequila & Tacos includes recipes for both classic tacos and modern versions like spicy cauliflower tacos. The perfect book to help you celebrate National Tequila Day on July 24.

A Long Stride

Just days after National Tequila Day comes National Scotch Day, which takes place July 27. A Long Stride tells the in-depth story of one Scotch in particular: Johnnie Walker. Published toward the end of last year, this book represents the most up-to-date history of arguably the most famous Scotch brand in the world.

Zero Proof: 90 Non-Alcoholic Recipes for Mindful Drinking

Temporary and permanent abstinence from alcohol is becoming more and more commonplace. That doesn’t mean, however, that people who aren’t drinking alcohol are staying out of bars. So, it’s important that operators update their drink programs with creative and memorable zero-proof cocktails. Zero Proof contains 90 alcohol-free recipes to inspire you to develop your non-alcohol menu section.

Playing with Fire

Summer is here and that means barbecue! Interestingly, though, many of today’s chefs have felt the siren song of cooking on open fire for a while now. Playing with Fire features 72 of Chef Michael Symon’s favorite recipes inspired by St. Louis, Memphis, Nashville, Kansas City, and other famous barbecue styles.

How to Grill Vegetables: The New Bible for Barbecuing Vegetables over Live Fire

Steven Raichlen has been dubbed “America’s master griller, and for good reason: there’s likely nothing he doesn’t know about barbecuing. In How to Grill Vegetables, Raichlen shows how to grill basically every vegetable over fire. This book features more than 100 recipes and explains how to grill eggplant on cedar planks, smoke lettuce with hay, cook whole onions directly on embers, and much more.

Image: Mikołaj on Unsplash

Stay Weird neon sign with purple background

June 30, 2021by David Klemt David Klemt No Comments

Stand Out with Weird Holidays: July

Stand Out with Weird Holidays: July

by David Klemt

Want to stand out from from other restaurants and bars in your area? Then commit to keeping it weird.

Several “holidays” are set against every date on the calendar, and July is no exception. These holidays range from mainstream to food-centric to weird.

Focus on the latter to raise eyebrows, carve out a niche for your restaurant or bar, and attract more guests. Why do what everyone else is already doing?

Of course, you shouldn’t try to celebrate every holiday, weird or otherwise. And this month’s list in no way includes every odd holiday.

Focus on the days that are authentic to your brand; resonate with your guests; and help you grab attention on social media.

For last month’s list, click here.

July 1: International Joke Day

Kicking things off this month is a fun one: International Joke Day.

July 7: National Dive Bar Day

This category of bar is one of our favorites. Whether you operate a dive bar, neighborhood bar or corner bar, this is your day.

July 8: Video Games Day

This is not to be confused with National Video Game Day, which takes place September 12. This bar holiday is perfect for all the barcades and eatertainment venues out there. Or, for cool restaurants and bars that have a video game system or arcade game or two inside.

July 11: National Cheer Up the Lonely Day

Nearly the entirety of 2020 and the first half of 2021 have been challenging, to say the absolute least. It’s safe to say that we’re all quite a bit lonely. On this holiday, provide a fun and safe environment for people to get back out there, socialize, and meet new friends.

July 12: National Simplicity Day

There’s nothing wrong with complex cocktail builds. However, today is the perfect holiday to highlight the simpler two- and three-ingredient cocktails on your menu. Simple, speedy, and delicious.

July 13: National Delaware Day

Of course, this isn’t a weird holiday to people who live in Delaware. For those outside the Diamond State, this is the time to showcase Delaware brands like Dog Fish Head.

July 15: National Give Something Away Day

We’re not huge fans of outright giveaways unless said giveaway items come from a partner or sponsor. However, operators can certainly come up with a creative food or beverage giveaway that requires a purchase.

July 17: National Tattoo Day

Operators can prepare for this holiday by partnering with a local tattoo shop and creating a traffic-driving promo with them.

July 20: National Pennsylvania Day

Again, this isn’t weird to Pennsylvanians. Operators outside the Keystone State should feature brands like Philadelphia Distilling and Victory Brewing Co.

July 22: National Refreshment Day

If it’s cold and refreshing, shout it from your rooftop. It’s July, it’s hot out, and people need to know you’ve got ice cold beer, cocktails, and soft drinks.

Image: Dan Parlante on Unsplash

Hand holding United States of America passport

June 22, 2021by David Klemt David Klemt No Comments

Third-party Vaccine Passports on the Way

Third-party Vaccine Passports on the Way

by David Klemt

Operators will likely have to further wade into politics if so-called “vaccine passports” become standard.

If recent reporting is accurate, several platforms will bring vaccine passports to market.

The hospitality, lodging and travel industries have been thrust into politics since for several years now. Unfortunately, the pandemic has only made the situation more precarious.

Dangerous Waters

For many operators, navigating today’s politically-charged atmosphere is an unwelcome development.

It’s bad enough that hospitality, lodging and travel have been thrown into utter chaos for well over a year. America and Canada have lost tens of thousands of restaurants and bars. Operators able to survive have lost millions of workers.

Too many people have lost jobs, savings, homes, and any sense of stability in their lives. Mental health, as a result, is on the decline for many people.

Unfortunately, all of those awful things are being exacerbated by politics. In America in particular (if reports are accurate), politics have severely divided the country.

Covid-19 safety protocols were politicized immediately. Restaurant, bar, hotel and travel workers found themselves playing pandemic police, putting them in dangerous situations.

If vaccine passports become standard, operators will find themselves deeper in the political quagmire. Workers will likely face a greater risk for confrontations with hostile guests.

What’s a Vaccine Passport?

In short, a vaccine passport is a way for someone to prove they’ve received a Covid-19 vaccine.

Per recent reports, the Biden administration has said they have no plan to implement federal vaccine passports.

However, several states have already banned this form of proof of vaccination. These include: Alabama, Arizona, Arkansas, Florida, Georgia, Idaho, Indiana, Iowa, Montana, North Dakota, South Carolina, South Dakota, Texas, Utah (but private companies can require workers to get vaccinated), and Wyoming.

So far, two states—Hawaii and New York—have implemented vaccine passports. As far as the other states, vaccine passports are not a requirement or haven’t been banned yet.

New York’s vaccine passport, Excelsior Pass, was developed by IBM. A vaccinated New York resident downloads the app, a business owner downloads the scanner app, and vaccination status can be confirmed. Similar apps are believed to be in the works.

Again, however, many states have banned these apps.

What Does this Mean for Businesses?

If vaccine passports are banned fully where an operator does business, the decision has been made for them.

However, some bans relate only to government entities—businesses can require proof of vaccination.

And if a state doesn’t prohibit vaccine passports at all? The situation can be even more challenging for operators.

Operators eager to protect their workers and guests from infection may welcome vaccine passports. Some operators may feel these passports are an invasion of privacy and reject them. Still others may view them as a potential source for harassment and discrimination.

Should an operator require vaccine passports, they should expect backlash that could directly impact business. Operators who prohibit the use the vaccine passports may be viewed as “irresponsible” and also face backlash

Once again, the pandemic has put operators in several industries in no-win situations. Operators should consider their vaccine passport plan and the messaging around it now.

Image: Levi Ventura on Unsplash

"Yes, we're open" sign in restaurant or bar window

June 18, 2021by David Klemt David Klemt No Comments

Update Your Business Info Now!

Update Your Business Info Now!

by David Klemt

Restrictions are relaxing and people are returning to at least a form of their pre-pandemic lives. Operators need to review and update their information.

People face a flood of confusing or vague information every day—restaurants and bars don’t need to add to it.

In other words, operators need to make sure guests are getting accurate information when they search for their businesses.

This is particularly relevant right now with summer upon us and Father’s Day in two days.

Are You Open?

Cities, states and provinces are opening things up throughout North America.

In Canada, British Columbia, Ontario, and other provinces are in the midst of reopening plans and. Some provinces are also reopening their borders to their Canadian neighboris. Some restrictions remain and provinces aren’t fully open, but they’re on their way.

And in America, more than half of states are considered open fully: Alabama, Alaska, Arizona, Arkansas, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kentucky, Louisiana, Minnesota, Mississippi, Missouri, Montana, Nebraska, New Hampshire, New Jersey, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin.

Restrictions that remain in place in some provinces and states relate to dining. For example, outdoor dining returned to Ontario, Canada, a few days ahead of schedule. Unsurprisingly, people flocked to restaurants and bars with outdoor dining areas.

Of course, that’s a long-overdue and welcome development. However, such relaxing of restrictions exposes an issue: People aren’t sure if businesses are open, what hours they’re open, and what menu items are available.

Update Your Information

It should go without saying but I’ll say it anyway: The past 15 months have been a horror show for operators.

So, it’s understandable that some operational discipline has slipped. Now’s the time to fix that and focus on the details.

Guests want to know what restaurants and bars are open. They want to know when they’re open. And they don’t want any surprises about menu item availability.

Of course, operators can manually review and update or edit their online listings. An operator can also task a manager or worker with that responsibility.

There are also platforms out there that make updating pertinent business information a much less overwhelming job.

Marqii, a paid service with three pricing tiers, manages several important details quickly and easily. Operators can use Marqii to update their menus across more than 75 sites; manage their location data, including hours of operation; and review and respond to reviews across several platforms, depending on the tier chosen.

Packages are priced per location and a business is charged monthly. There are similar solutions out there but Marqii is a great place to start.

We live and operate in the Convenience Era. Make it easy for your guests to visit and spend their money with you.

Image: Tim Mossholder on Unsplash

June 14, 2021by David Klemt David Klemt No Comments

Guest Journey: Acquire, Engage, Retain

Guest Journey: Acquire, Engage, Retain

by David Klemt

What if you could change your operational mindset for the better in the time it takes to enjoy a cup of coffee?

SevenRooms is confident they can help you do exactly that.

The SevenRooms Coffee Break series tackles one important operational element per 20-minute webinar.

Time for a Coffee Break?

It’s no secret that we’re fans of SevenRooms here at KRG Hospitality. In addition to supporting the actual platform, we’re always eager to share their data-driven reports and insights.

CEO Joel Montaniel is the guest on episode 24 of our Bar Hacks podcast. (You can—and should—listen to the episode on Spotify, Apple Podcasts, or wherever you listen to podcasts.)

Given how much SevenRooms values collecting and sharing data that can improve operations industry-wide, it’s not a surprise that they also offer informative webinars.

So far, there are three webinars in the Coffee Break series. And, of course, each shares a way that operators can improve their business.

That’s certainly welcome as we emerge from stay-at-home orders, ease restrictions, and welcome more guests.

The current entries focus on what SevenRooms is dubbing the Restaurant Renaissance. As Doug Radkey, president of KRG Hospitality says, we can take two paths leading to the post-pandemic world.

One, we can recognize that the industry needs an overhaul, making improvements for operators, workers and guests.

Two, we can learn nothing, do nothing, and watch the industry collapse.

Restaurant Renaissance

Call it what you prefer: the Restaurant Renaissance. The New Roaring Twenties. Re-emergence. The New Normal. The Post-pandemic World.

Sure, it’s cool to have a catchy label to slap onto unique eras. It’s better to have a clear plan and path for moving forward.

To that end, SevenRooms identifies four key factors driving what they’re calling the Restaurant Renaissance:

Vaccines
Warmer weather
Pent-up consumer demand
Restrictions lifting

Alexa Detzi, director of Enterprise Success at SevenRooms, addresses these elements in the first Coffee Break webinar, “Acquire.”

We’ve said many times that operators need to prepare for an explosion in consumer demand and guest traffic. In addition, we’ve made it clear that we’ll most likely experience a severe drop-off in traffic after the initial demand wanes.

Of course, there are several ways things might play out in the New Normal. However, huge traffic in many markets followed by a drop makes the most sense.

Get Ready

The first three SevenRooms Coffee Break webinars focus on the guest journey:

I highly recommend signing up and watching each webinar, sooner rather than later. Guests are already being subjected to a cacophony of marketing overtures—you need to cut through the noise.

We Want to Help You

Like SevenRooms, KRG Hospitality is dedicated to helping operators.

If you’re seeking to open a new business, whether your first venue or an expansion, should also download our 2021 Restaurant Start-up Cost Guide & Checklist.

And for operators looking more direct and guided assistance for improving your business, we also offer KRG Mindset.

Next time you have 15 or 20 minutes to yourself, check out our Solutions and Resources pages, reach out, and let’s set up your Roadmap to Success.

Image: Garrhet Sampson on Unsplash