Restaurant operations | KRG Hospitality

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June 3, 2024by krghospitality krghospitality No Comments

Program for Unique Holidays: June 2024

Program for Unique Holidays: June 2024

by David Klemt

Do you want to stand out from from other restaurants and bars in your area? Change how you think about your June holiday programming.

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

Pay attention to the “weird” or unique holidays to raise eyebrows, carve out a niche for your restaurant or bar, and attract more guests. Why do what everyone else is already doing? Why program only around the same holidays as everyone else?

Of course, you shouldn’t try to celebrate every holiday, strange or otherwise. Focus on the days that are authentic to your brand; resonate with your guests; and help you grab attention on social media.

You’ll find suggestions for promotions below. However, the idea behind our monthly holiday promotions roundup is to inspire you and your team to get creative and come up with unique programming ideas.

For our May 2024 holidays list, click here.

June 6: National Gardening Exercise Day

Does your bar, restaurant, or hotel have an herb garden? If so, this is an excellent day to let your guests know about it, and highlight which drinks and dishes feature ingredients from said garden.

June 8: National Rosé Day

Your first instinct may be to feature your still and sparkling rosé wines on this day. However, there are also rosé spirits out there, like vodka and gin. Use this day to make your guests aware of your rosé program. Oh, and June 8 also happens to be World Gin Day, another reason to offer an LTO menu that features rosé gin.

However, you don’t have to stop the festivities on June 8. The next day is Day of La Rioja, and this Spanish province is world-renowned for its winemaking. In fact, there are more than 600 wineries in La Rioja, and some produce rosado or rosato, a.k.a. rosé.

June 10: National Herbs & Spices Day

If your kitchen makes its own spice blends, shout about them to the rooftop on June 10. And if you don’t yet make your own blends but would like to, here’s a tip from Chef Brian Duffy: make ten pounds of it, not just a quart, and store it in a clearly labeled flat tray. You’ll go through it faster than you anticipate if it’s a hit.

June 15: World Tapas Day

Really, who doesn’t love a small plate and sharing with friends? I know I’ve built a meal out of tapas on more than one occasion. Review your menu, get creative, and build your own brand-authentic and concept-specific tapas menu for June 15.

June 16: Turkey Lovers’ Day

This day lands close to the midway point leading to Thanksgiving. So, create a turkey-heavy LTO menu. Turkey tacos, turkey barbacoa burrito bowls, a full-on turkey dinner, turkey breasts…

June 16: World Sustainable Gastronomy Day

I tend to avoid doubling up on holidays but this one is important, so I’m breaking my own “rule.” Leading up to June 16, review your menu and operations to identify what you’re doing that’s producing sustainable dishes. Taking this a step farther, find out where you can improve to be more sustainable, and implement those initiatives by June 16.

June 21: National Take Back the Lunch Break Day

Do you offer pickup or delivery? And are you open for lunch? How fast are your kitchen times? These are all important operational elements to consider, particularly if you want to attract the lunch crowd. Should you feel that your lunch daypart operations are dialed in, lure in guests with intriguing lunch-time promotions.

June 22: National Onion Ring Day

Not only is this the perfect day to boast about your onion rings, it’s an excellent excuse to review their presentation and come up with something impactful and memorable. Consider an array of accompaniments, size and height, and playing with your batter.

June 27: International Pineapple Day

Ah, the pineapple, the international symbol of hospitality. If there was ever a day to go absolutely bonkers with a pineapple-forward F&B LTO menu, this is it!

June 29: National Waffle Iron Day

Who doesn’t love a waffle, particularly a build-your-own waffle? I think you know what to do on this holiday.

Image: Ivan Bertolazzi on Pexels

Interior of Saint Peter restaurant in Sydney, Australia

May 29, 2024by David Klemt David Klemt No Comments

’24 World’s 50 Best Restaurants: 51 to 100

2024 World’s 50 Best Restaurants: 51 to 100

by David Klemt

Saint Peter restaurant in Sydney, New South Wales, Australia, number 98 on the 2024 World’s 50 Best Restaurants list, numbers 51 through 100.

The World’s 50 Best Restaurants is excited to announce numbers 51 through 100 on this year’s list ahead of the awards ceremony in Las Vegas on June 5.

Those who are curious or in need of a refresher can click here for last year’s 51 through 100. Our coverage on numbers 1 through 50 from 2023 is here.

More than 1,000 independent voters—consisting of chefs, journalists, and foodies on the go—helped to form this year’s list. These same experts cast their votes to create the 2024 World’s 50 Best Restaurant ranking, numbers one through fifty.

But let’s get back to restaurants 51 through 100. Twelve of the extended list are new entries to the list. That means that a quarter of the back 50 restaurant are new to the World’s 50 Best Restaurants.

Along those lines, three are re-entries. These restaurants are Mil in Cusco, Peru; Willem Hiele in Oudenburg, West Flanders, Belgium; and Indian Accent in New Delhi, India.

Just three of the restaurants on the extended list are in the US, with one in Chicago and two in New York City. Unfortunately, none are located in Canada. Hopefully, at least one restaurant in the Great White North will find itself ranked somewhere among the top fifty.

Now, I don’t often defer to a press release to provide you with more information. However, everything you could want to know about not just this half of the list but also the awards ceremony on June 5 in Las Vegas is included in the official press release below. This includes how to watch the awards live as each restaurant and their position is revealed.

Congratulations to restaurants 51 through 100 for 2024! And cheers and good luck to numbers one through fifty!

THE WORLD’S 50 BEST RESTAURANTS ANNOUNCES THE 51-100 LIST FOR 2024

The extended list is unveiled ahead of The World’s 50 Best Restaurants 2024 awards ceremony in Las Vegas on 5 June

22 May 2024 – The World’s 50 Best Restaurants 2024, sponsored by S.Pellegrino & Acqua Panna, today reveals the list of restaurants ranked from No.51 to No.100, ahead of this year’s awards ceremony, which takes place in Las Vegas on 5 June. The extended 51-100 list features restaurants across six continents and is compiled from the votes of 1,080 independent experts from the world of gastronomy, from food journalists and globally renowned chefs to travelling gastronomes. Each has contributed their votes to The World’s 50 Best Restaurants 2024, with the full list to be revealed two weeks from today, live on stage.

The 51-100 List in Numbers

The 51-100 list includes 12 new entries from 11 different cities, ranging from Berlin and Mumbai to Seoul and Sydney
The 51-100 list includes restaurants in 23 territories across six continents
13 entries are from Asia, 23 from Europe, six from North America, five from South America, one from the Middle East, one from Africa and one from Oceania
The highest new entry in the 51-100 list is Atelier Moessmer Norbert Niederkofler in Brunico, Italy, at No.52

Europe gains six new entries to the list this year, including Atelier Moessmer Norbert Niederkofler (No.52) in Brunico; Coda (No.62) in Berlin; Bozar (No.63) in Brussels; Le Doyenné (No.70) in Saint-Vrain; Restaurant Jan (No.84) in Munich and Mountain (No.94) in London.

France leads the way with four further restaurants, including: Flocons de Sel (No.76) in Megève; La Grenouillère (No.77) in La Madelaine-sous-Montreuil; Alléno Paris Au Pavillon Ledoyen (No.79) in Paris and Ceto (No.85) in Roquebrune-Cap-Martin also represented. Four further restaurants in the UK are represented on the extended list, with Brat (No.65), The Clove Club (No.80), Lyle’s (No.87) and Core by Clare Smyth (No.97) all claiming a spot.

Germany boasts a total of four entries in the ranking, with Ernst (No.75) in Berlin and Tantris (No.88) in Munich, also placing. Three restaurants from Spain are voted into the extended list: Enigma
(No.59) in Barcelona, Aponiente (No.72) in El Puerto de Santa María and Mugaritz (No.81) in San Sebastián. Italy is also represented by Le Calandre (No.51) in Rubano, while Belgium’s Willem Hiele, in Oudenburg, returns to the list at No.83. One restaurant from Denmark and Turkey each place in the ranking, in the form of Kadeau (No.54) in Copenhagen and Neolokal (No.91) in Istanbul, respectively.

Asia welcomes new entries from Masque in Mumbai (No.78), as well as Mosu (No.86) and Onjium (No.96), both in Seoul, alongside a return for New Delhi’s Indian Accent (No.89). Three Japanese
restaurants feature on the list: Narisawa, Tokyo (No.56), La Cime, Osaka (No.66) and Sazenka, Tokyo (No.93). Mainland China is represented by Fu He Hui, Shanghai at No.69, while Singapore has three placements, including Burnt Ends at No.68, Labyrinth at No.92 and Meta at No.95. Two Thai restaurants place in the ranking with Potong at No.57 and Nusara at No.74, both located in Bangkok.

The World’s 50 Best Restaurants continues to recognise North America’s flourishing gastronomy with new entries Smyth, in Chicago, at No.90 and Fauna, in Valle de Guadalupe, Mexico, at No.100. Two further restaurants from Mexico feature: Guadalajara’s Alcalde at No.67 and Mexico City’s Sud 777 at No.82. From the US, Le Bernadin in New York is at No.71 while Cosme, also in New York, is at No.99.

South America claims five entries on the extended list. Bogotá’s Leo – from The World’s Best Female Chef 2022, Leonor Espinosa – places at No.53. Mérito, Lima comes in at No.55, while Cusco’s Mil is at No.73. Lasai in Rio de Janeiro is at No.58 and Nuema, Quito – home to The World’s Best Pastry Chef 2023, Pía Salazar – is voted No.61.

Cape Town’s Fyn, winner of the Sustainable Restaurant Award 2023, places at No.60, while Dubai’s Orfali Bros Bistro is at No.64. Australia is represented in the extended ranking by Sydney’s Saint Peter, led by chef Josh Niland, which places at No.98.

William Drew, Director of Content for The World’s 50 Best Restaurants, comments: “This year’s extended list is a true representation of global gastronomy. With restaurants located across six
continents, we’re thrilled to see so many new entries from exciting names that are making their mark on the dining world. Huge congratulations to all the restaurants and teams on this year’s
extended list; we look forward to celebrating their successes together at next month’s awards ceremony in Las Vegas.”

The Voting Process

The World’s 50 Best Restaurants 2024 list is voted for by 1,080 international restaurant industry experts and well-travelled gourmets who make up The World’s 50 Best Restaurants Academy. The
gender-balanced Academy comprises 27 separate regions around the world, each of which has 40 members including a chairperson. No sponsor from the event has any influence over the voting process.

Professional services consultancy Deloitte independently adjudicates The World’s 50 Best Restaurants list, including the ranking from 51-100. This adjudication ensures that the integrity and authenticity of the voting process and the resulting lists are protected.

Results

The awards ceremony for The World’s 50 Best Restaurants 2024 is being held in Las Vegas on Wednesday 5 June and will also be streamed live on the 50 Best Facebook channel via the link here
and the YouTube channel via the link here. The announcement of the list and individual awards can be followed via the 50 Best social media channels, with the livestream beginning at 20:25 (Las Vegas time) and 04:25 UK time.

50 Best Social Media

Follow on Instagram: @TheWorlds50Best #Worlds50Best

Follow on X: @TheWorlds50Best

Like on Facebook: https://www.facebook.com/50BestRestaurants

Subscribe to the YouTube channel: 50 Best Restaurants TV

About The World’s 50 Best Restaurants

Since 2002, The World’s 50 Best Restaurants has reflected the diversity of the world’s culinary landscape. The annual list of the world’s most prestigious restaurants provides a snapshot of some of the best destinations for unique culinary experiences, in addition to being a barometer for and a pioneer of global gastronomic trends. The 50 Best family also includes Latin America’s 50 Best Restaurants, Asia’s 50 Best Restaurants, Middle East & North Africa’s 50 Best Restaurants, The World’s 50 Best Hotels, The World’s 50 Best Bars, Asia’s 50 Best Bars, North America’s 50 Best Bars, 50 Best Discovery and the #50BestTalks series, all of which are owned and run by William Reed. 50 Best aims to bring together communities across the hospitality sector to foster collaboration,
inclusivity, diversity and discovery and help drive positive change.

About the host city: The Las Vegas Convention and Visitors Authority (LVCVA)

The Las Vegas Convention and Visitors Authority (LVCVA) is charged with marketing Southern Nevada as a tourism and convention destination worldwide and with operating the 4.6 million square-foot Las Vegas Convention Center (LVCC). With nearly 155,000 hotel rooms and more than 15 million square feet of meeting and exhibit space in Las Vegas alone, the LVCVA’s mission centres on attracting leisure and business visitors to the area. The LVCVA also owns the Las Vegas Convention Center Loop designed and operated by The Boring Company, and also owns the Las Vegas Monorail, an elevated 3.9-mile system with seven stops throughout the resort corridor. For more information, go to www.lvcva.com, www.visitlasvegas.com or www.vegasmeansbusiness.com.

About the main sponsor: S.Pellegrino & Acqua Panna

S.Pellegrino and Acqua Panna are the main partners of The World’s 50 Best Restaurants. S.Pellegrino and Acqua Panna are the leading natural mineral waters in the fine dining world. Together they interpret Italian style worldwide as a synthesis of excellence, pleasure and well-being.

Our partners:

The Las Vegas Convention and Visitor Authority (LVCVA) – Official Host City
Wynn Las Vegas – Official Host Hotel Partner
S.Pellegrino & Acqua Panna – Main Partner & Official Water Partner; sponsor of The World’s Best Restaurant Award
Estrella Damm – Official Beer Partner; sponsor of the Estrella Damm Chefs’ Choice Award
Resy & American Express – Official Booking Platform and Credit Card Partner; sponsor of Resy One To Watch Award; presenting partner of 50 Best Signature Sessions
Gin Mare – Official Gin Partner; sponsor of Gin Mare Art of Hospitality Award
Woodford Reserve – Official American Whiskey Partner, sponsor of the Woodford Reserve Icon Award
Sosa – Official Ingredients Partner; sponsor of The World’s Best Pastry Chef Award
Beronia – Official Wine Partner; sponsor of the Beronia World’s Best Sommelier Award
Aspire Lifestyles – Official Concierge Partner
Lee Kum Kee – Official Sauce and Condiment Partner
Dassai Sake – Official Sake Partner
Kaviari – Official Caviar Partner
Hwayo – Official Soju Partner
illycaffè – Official Coffee Partner
Champagne Nicolas Feuillatte – Official Champagne Partner
Tequila Ocho – Official Tequila Partner
The Craft Irish Whiskey Co. – Official Whiskey of the World Partner
Cinco Jotas – Official Iberico Ham Partner
Ancho Reyes Chile Liqueur – Official Mexican Liqueur Partner
Three Cents – Official Mixers Partner
Highstreet World – Official Metaverse Partner, sponsor of the Highest Climber Award
Nude Glass – Official Glassware Partner
Jaén Selección – Official Olive Oil Partner
Resorts World Las Vegas – Official Welcome Dinner & Closing Party Partner
The Venetian Resort Las Vegas – Official Partner

Image: Saint Peter in Sydney, NSW, Australia

Street art-style, AI-generated image of a chef holding a color-coded recipe sheet

May 28, 2024by David Klemt David Klemt No Comments

Chef Duffy x NRA Show: Balance

Chef Duffy x NRA Show: Balance

by David Klemt

Those would be some pretty rad sleeves in real life.

I’m not done with the invaluable menu tips and tricks shared by Chef Brian Duffy during his 2024 National Restaurant Association Show live menu reads.

The KRG Hospitality team attends and speaks at multiple hospitality industry trade shows, conferences, and expos each year. When reviewing the education on offer, I always search for Chef Duffy’s name to see if he’s doing live menu reads.

And why have I developed this habit? Simple: The amount of insights one can take back to their business and implement immediately. Consider the impact one of Chef Duffy’s asides can have just on the guest experience.

As an example, when addressing the burger section of an anonymous operator’s menu, he casually mentioned that he always adds two slices of cheese to a cheeseburger to fill the top out more.

There’s also his tip for housemade, signature seasoning blends. Don’t make a quart, make ten pounds and store the blend in a flat tray, labeled clearly. Chef Duffy’s reads aren’t a breakdown of tips that only the operator who submitted the menu will find beneficial; everyone who pays attention will walk away with valuable advice.

At this year’s NRA Show, Chef Duffy had only enough time to get through three menu reads. However, he still packed his session with helpful advice. So, after reviewing all the notes I took, I decided I’d need to write two articles.

Let’s go!

Achieving Balance: Food Costs

In yesterday’s article, available here, I touched on one of Chef Duffy’s key points: achieving balance.

He made this point in response to a sports bar menu that had a couple pricing issues. One involved add-ons, with two slices of bacon costing $3.50 while a chicken breast was six dollars. And then there were the daily specials: two Chicago-style hotdogs cost more than a burger.

However, there’s more to balancing a menu—and the kitchen—than ensuring pricing makes sense to guests.

By now, we’ve all heard and read ad nauseam that costs are rising. In fact, we’ve all experienced these increases. Streamlining the menu, including production, can help mitigate this issue.

As Chef Duffy said during his menu reads, he’d rather execute 25 items perfectly than produce 50 items that suck. I can say that we wholeheartedly agree with this sentiment.

In part, we agree because we favor smaller menus. Offering fewer menu items made perfectly—consistently so—with cross-utilized ingredients as often as possible reduces food costs. There’s also that pesky paradox of choice inherent to a bloated menu.

But there’s another benefit: kitchen team satisfaction and retention. An overwhelmed kitchen team is an unhappy kitchen team, and an unhappy kitchen team will look for the exits. Losing a single team member costs an operator thousands of dollars, let alone an entire team.

Achieving Balance: Labor Costs

This is probably my favorite tip from this round of live menu reads: Chef Duffy color codes his recipes and menus in the development stage.

An operator can realize multiple benefits from this approach to menu programming. Among these is a visual representation of how many dishes are being prepped and produced by each station.

Color-coding the recipes and menu allows an operator, their leadership team, and kitchen team to avoid, as Chef Duffy put it, hammering a specific station. I’ll also opine that this technique can help identify any labor or skill gaps (or redundancies).

Chef Duffy’s method of menu development also helps operators balance their menus before they ever reach their guests’ hands. Case in point: One menu Chef Duffy reviewed in Chicago listed a single item underneath its own menu section. That’s not great balance.

I think every restaurant and bar operator can benefit from this tip, whether a visual, auditory, reading, or kinesthetic learner.

Achieving Balance: All Hands

A restaurant or bar doesn’t achieve success due to the efforts of a single person. So, why do so many concepts maintain silos?

When Chef Duffy prices a menu, he doesn’t do so alone. Rather, he involves the owner (or owners) of the business, the kitchen manager, and the head chef.

The word “culture” is thrown around a lot these days, nearly to the point that the word has lost its meaning. An operator who truly wants to build a positive work and brand culture needs buy-in from their team. A great way to not achieve that is to avoid transparency.

So, share numbers with the appropriate parties. A head chef needs to know the kitchen’s numbers if they ever hope to achieve the title “executive chef.” The leader who oversees the kitchen team can’t do their job effectively if they don’t know what the kitchen costs the business and what revenue it generates.

And a team that doesn’t feel trusted or appreciated—and that there’s no opportunity to develop as a hospitality professional to grow in this industry—is one that won’t hesitate to leave for better employment.

To that end, Chef Duffy strongly recommends that operators spend an hour per week with each kitchen team member. After all, as Chef Duffy pointed out, if an operator’s vision isn’t being executed, they have only themselves to blame.

An operator can’t expect to achieve consistency without working to achieve balance. Without consistency, a sustainable, scalable business is unachievable.

Image: Shutterstock. Disclaimer: This image was generated by an Artificial Intelligence (AI) system.

Graffiti of crossed chef's knives underneath a baseball cap that reads, "D.E.G."

May 27, 2024by David Klemt David Klemt No Comments

Chef Duffy x NRA Show: Live Menu Read

Chef Duffy x NRA Show: Live Menu Read

by David Klemt

Chef Brian Duffy crushed it in Chicago at the 2024 National Restaurant Association Show.

We’re sharing tips from Chef Brian Duffy‘s live menu reads at this year’s National Restaurant Association Show in Chicago.

These informative sessions are always standouts at industry trade shows and conferences. Both the operator who submits their menu anonymously and the audience gain valuable insight into menu programming and development.

In ten minutes or less, the Chef Duffy shares wisdom that’ll boost guest engagement; streamline and energize the kitchen; and help save on labor and food costs. And he won’t even Bar Rescue anyone who submits a menu. That is to say, no, he doesn’t yell at anyone while giving them tips for fixing their menu.

As Chef Duffy pointed out during his latest live menu reads, an operator’s menu has the potential to create generational wealth. However, it must be programmed properly for it to reach that potential.

So, ask yourself a question right now about your menu: Would you be proud for your menu, in its current state, to be plastered across a billboard? If not, I have another question for you: Why aren’t you taking the time to rectify that situation?

Your menu is your concept’s billboard. Treat it as such.

Oh, and one note for the NRA Show before we dive in: These sessions deserve at least two hours. One hour just isn’t enough given how impactful Chef Duffy’s live menu reads are for operators.

Menu Programming 101

There’s a logical reason why Chef Duffy is never short on menus to review. In fact, he addressed the situation directly at the 2024 NRA Show.

“Everybody has the same shit on their menu,” he stated frankly.

One explanation for why menus seem so similar makes a lot of sense.

“We’ve been told what to put on our menu buy our purveyors,” said Chef Duffy during his live menu read.

For the most part, operators are given the same product catalogs. These are circulated nationally, not regionally. So, everyone is ordering the same items. Clearly, Chef Duffy is fed up with this situation.

“We’re not here to do the same things that everyone else is,” declared Chef Duffy. “I don’t want to see that anymore.”

Menu #1: Sports Bar

This first menu featured a vibrant design that instilled a sense of patriotism. Chef Duffy theorized that he’d feel good spending time in this space, based on the menu’s appearance.

However, he wasn’t a fan of the layout of the menu. Taking up valuable real estate was a large catering ad, placed directly in the center.

In the top left were salads. “‘Add chicken to any salad,'” read Chef Duffy. “No shit. Why are we stopping at chicken? We can add anything to a salad.”

Based on his knowledge of food costs and the menu’s pricing, Chef Duffy deduced that the operator’s food costs were too high. In fact, he estimated that food costs were more than 31 percent. The burgers, he surmised, were running a 35-percent cost.

By the way, Chef Duffy always puts two slices of cheese on his burgers to fill the top out more. This delivers a more visually appealing experience, and a better bite.

On the topic of pricing, operators must maintain balance. For example, this first menu priced the addition of two slices of bacon at $3.50, but a chicken breast was six dollars. Two Chicago hotdogs cost more than a burger.

Menu #2: Breakfast Spot

Unfortunately, the operator committed one of Chef Duffy’s deadliest menu sins. There was a photo of the restaurant’s steak and eggs.

Worse, the image showed a rather large steak paired with a commodity egg. If this dish doesn’t leave the kitchen looking exactly like the picture, guests are going to be underwhelmed and unimpressed. Further, why are operators still trying to save money by buying commodity eggs?

However, there was a second deadly menu sin committed by the operator. Given the overall perception this menu delivered, the claim that at least one dish featured “wild-caught crab” didn’t ring true to Chef Duffy.

I’m confident in saying that I think lying on a menu may provoke Chef Duffy’s wrath more than a photo.

“If you lie to me on your menu, I will tear you apart,” he stated quite strongly.

That said, he did like the menu’s design (minus the photos). Even better, he recognized that there were several inventive spins on breakfast classics. Remember, “We’re not here to do the same things that everyone else is.”

Menu #3: Sports Bar

To be honest, I was expecting this type of menu. In fact, I thought it would be the first menu design encountered during this session.

Essentially, it was a collection of what everyone else has on their menus.

As an example, there were wings on the menu, and the sauces were anything but creative. Chef Duffy didn’t address it but they were also listed without commas, so they appeared to be one long, run-on sentence of a sauce.

The most glaring issues, however, were the pasta and the dessert. Both sections contained just a single item. That’s right—there was an entire section dedicated to one pasta dish. Moreover, it’s not like there were a number of modifiers one could select to personalize their pasta.

This was the item description underneath the dessert section (designated as “Closers”): “Dessert of the week – $8 Please ask your server for details.” There’s a significant issue with that description and placement, as identified by Chef Duffy.

If a menu includes desserts, the guest is likely going to forget about them after they’ve ordered their starter and entree. It’s far more effective to have a dessert tray or cart and train your servers to suggest dessert when they touch the table toward the end of the meal.

Takeaways

Chef Duffy throws in more tips during a single menu read than most people would expect.

Below are some of the takeaways that make his live menu reads so insightful:

Only list name brands if they come from a local farm. This approach shows that an operator cares about supporting local producers and is part of the community.
Use the best ingredients for the specific concept.
If a restaurant features housemade buns for burgers and/or bread for sandwiches, they should offer a version as an appetizer. Really make this idea shine by also offering housemade specialty butters.
Operators that have chips on their menus should use the crumbles and “dust” to make breading for other items. After all, the chips have been paid for already—use all of them.
It’s better and more impactful to have 25 items on a menu that are executed perfectly than 50 items that are executed poorly.
Chef Duffy doesn’t agree with omitting prices from menus. “Why? Are we negotiating? Are we negotiating before I place my order?”

Connect with Chef Duffy on Instagram, and learn more about him on the Duffified Experience Group website.

Image: Shutterstock. Disclaimer: This image was generated by an Artificial Intelligence (AI) system.

May 24, 2024by David Klemt David Klemt No Comments

Want to Leverage Nostalgia? Spin It

Want to Leverage Nostalgia? Put Your Spin on It

by David Klemt

A recent report from Campbell’s Foodservice—along with supporting data from external sources—supports what many operators assume about food trends.

Our dive into Campbell’s Culinary TrendPulse 2024 report is here for those who want to take a look. Anyone who wants to download a copy of the report for themselves can click here.

However, I’m referencing a fresh, quick-hit report from Campbell’s. While it only takes a handful of minutes to read, it’s chock-full of useful insights.

In particular, this latest menu trend analysis looks into succeeding with nostalgia. Citing a study from Symrise in their post, 70 to 76 percent of guests ages 22 to 65 cherish nostalgic items.

Put simply, that translates to a truth most operators know: guests of all ages like comfort foods. This really doesn’t need much explanation. Comfort foods are—insert shocked Pikachu face here—comforting. And I think we’re all seeking comfort these days.

So, yes, operators should—in an authentic manner—speak to and fill this guest desire. Authentically in this context means putting comfort foods on the menu that make sense. Doing this successfully requires menu programming that fits with the brand and within the venue’s theme. It also necessitates really knowing your guests and what they expect.

For example, will a particular restaurant’s guests find mac and cheese comforting? Will they stop scanning the menu when they come across pozole? What about cacio e pepe or beef braciole? How receptive will they be to sukiyaki?

A sharp operator should know their guests’ tastes better than just about anyone. Therefore, they should know what foods they’ll find comforting.

However, there’s another way to succeed with nostalgia and enhance the guest experience.

“New” Nostalgia

There are a couple of ways to interpret the term “new nostalgia.”

One way is to tap into what foods, generally speaking since they’re not monoliths, different generations view as comfort foods. This can be something as simple as a certain candy or beverage from their childhood.

Another way is for an operator and their kitchen team to take a nostalgic dish and put their own spin on it. Using candy as an example again, a scratch-made interpretation of a treat to create a dessert may work.

Consider, as a real-world model for this approach, the Chocotini that Oceans Resort Casino featured toward the end of August in 2022. This was a direct response to the news that Klondike had retired the Choco Taco, a nostalgic treat for millions of people spanning multiple generations.

Of course, operators can also cross-utilize items to craft new menu items that tap into the craving for nostalgic comfort foods. These dishes can be permanent additions, seasonal menu updates, or LTOs.

Take a look at the image atop this article. Mac and cheese is a classic comfort dish. Now, feature it as a topping for a signature burger. That’s a prime example of new nostalgia.

Going farther, kitchen teams can combine nostalgia with another trend to get even more creative: global flavors. Are there tacos on the menu? Maybe bulgogi tacos featuring beef short rib, Korean slaw, and soy-lime dressing would resonate with guests.

I’m not saying anyone should menu these specific items. Rather, my aim here is to get operators and their kitchen and bar teams to put their heads together and create undeniable, irresistible takes on classics.

The key, again, is an understanding of the market, community, and guests. From there, it’s about getting creative and crafting dishes that guests can’t get anywhere else.

Image: Alex Haney on Unsplash

Via Carota Craft Cocktail sparkling ready-to-pour cocktail lineup

May 21, 2024by David Klemt David Klemt No Comments

The Sbagliato Enters the RTD Space

The Negroni Sbagliato Enters the RTD Space

by David Klemt

Ideal for high-volume bars that serve guests with discerning tastes in ready-to-drink cocktails, Via Carota Craft Cocktails is launching a new line.

You may be familiar with Via Carota’s elegant bottle design and classic ready-to-pour drinks. However, if you’re new to this brand, they have a spectacular line of classic, premium RTDs (or RTPs, if you prefer):

Old Fashioned
Signature Manhattan
Signature Martini
Espresso Martini
Classic Negroni
White Negroni

Further, if the name seems familiar to you, there’s good reason. This line of cocktails is inspired by the West Village restaurant of the same name.

Featuring a new but no-less-elegant bottle design, Via Carota is introducing a sparkling range to their portfolio. Within this range are a Spritz, French 75, and Paloma. However, it’s the other two expressions in the line that have caught my eye.

You may recall that toward the end of 2022, a variant of a classic cocktail grabbed headlines at a furious pace. It seemed as though the Negroni Sbagliato was inescapable.

Well, that drink may not be spilling ink quite as much, but guests are still ordering it. So, Via Carota is serving up not just one but two Sbagliato variants. Alongside the aforementioned Spritz, French 75, and Paloma are the Negroni Sbagliato and White Negroni Sbagliato.

To learn more, review the official press release below. Salute!

Via Carota Craft Cocktails Announces New Sparkling Range

Ready-to-serve classics with fizz include Negroni Sbagliato, White Negroni Sbagliato, Spritz, Paloma and French 75

(May 14, 2024 – New York, NY) – Via Carota Craft Cocktails, the craft cocktail brand inspired by the eponymous West Village establishment, announces today a new range of single-serve, ready-to-pour sparkling cocktails.

Designed to be perfectly balanced and made for wherever life finds you, the new Sparkling Range features five refreshing, classic cocktails with lively fizz. The bubbly, bar-quality offerings are housed in stunning bespoke bottles and crafted to be enjoyed straight or served over ice – ideal for warm weather occasions, always with friends. The range includes:

Negroni Sbagliato: A bubbly riff on the classic Negroni, combining citrus and orange peel with herbaceous wine notes, for a long and fresh, effervescent finish.
White Negroni Sbagliato: A charming twist on the modern classic, this refreshing cocktail substitutes a white aperitivo in place of the traditional red, harmoniously marrying bitter and sweet for a complex cocktail.
Spritz: Vibrant in color, this bright, bittersweet, and zesty cocktail is approachable and full-flavored with complex herbal notes.
Paloma: Citrus notes and bespoke Blanco tequila combine sweet, sour and a touch of bitter for a bold cocktail with a crisp and bright finish.
French 75: A bright and complex classic with delectable notes of citrus and elderflower for a crisp and vibrant finish.

“We couldn’t be happier to share these sparkling expressions with consumers, just in time for summer,” said Chief Executive Officer, Bart Silvestro. “Via Carota Craft Cocktails was designed to elevate the at-home cocktail experience, and after the tremendous growth seen with the core range over the last year, this carefully crafted lineup pays homage to classic sparkling cocktails, with the bar-quality liquid that has become synonymous with our unique chef-to-shelf brand.”

The Via Carota Craft Cocktails Sparkling Range can be purchased as a 10-pack on DrinkViaCarota.com for $69, or as a 4-pack at select retailers for $24.99. Each 200ml bottle contains one sparkling cocktail at 11% ABV. The new Via Carota Craft Cocktails Sparkling Range joins the existing line of still, ready-to-serve cocktails launched in 2023, which includes Classic Negroni, White Negroni, Old Fashioned, Signature Manhattan, Espresso Martini and Signature Martini. For affiliate, visit ShareASale for 20% when joining in-network and/or via Skimlinks.

ABOUT VIA CAROTA CRAFT COCKTAILS

Elevated, classic recipes meet bar cart-worthy packaging to offer a cocktail experience like no other. Via Carota Craft Cocktails (VCCC) was created to bottle the warmth and relaxed elegance of the beloved West Village restaurant, allowing you to enjoy a perfectly balanced craft cocktail, wherever life finds you. VCCC’s core range of craft cocktails currently includes the following: Classic Negroni, White Negroni, Old Fashioned, Signature Manhattan, Espresso Martini and Signature Martini. The Sparkling line includes the following: Negroni Sbagliato, White Negroni Sbagliato, Spritz, Paloma and French 75, with additional cocktails and formats to come.

Image: Via Carota Craft Cocktails

Black-and-white photograph of shelves loaded with broken desktop computers and monitors

May 20, 2024by David Klemt David Klemt No Comments

Why We Offer Tech-stack Planning

Why KRG Hospitality Offers Tech-stack Planning

by David Klemt

If your hardware looks like this, it may be time to update your tech stack.

Navigating the seemingly endless restaurant, bar, and hotel technology options available to operators can feel like an overwhelmingly complex task.

This can be particularly true for brand-new operators and those with a decade or more of experience under their belts. For the former, where does one with little to no experience even begin putting together their technology stack?

And for the latter, what tech upgrades are worth implementing, and which platforms are crucial; which are nice to have; and which are unnecessary for a particular concept?

Sitting down and sifting through the platforms within just a few categories can be a significant investment of time. Learning to use each solution and training relevant team members on them also requires considerable time and effort. That’s to say nothing of the initial and monthly outlay of precious monetary resources after making selections.

Of course, there’s also the nagging feeling that maybe the platforms chosen aren’t the “right” fit, or the best in class.

Most operators, regardless of the length of time they’ve been in hospitality, are aware of a handful of tech selections they need to make. They know they need a point-of-sale system, a customer relationship management option, an online ordering platform, a reservation system.

But what about inventory, gratuity management, marketing campaign management, guest feedback, scheduling, catering, website chatbots, AI-enhanced loyalty programs, and even kitchen displays?

According to Brizo Foodmetrics, operators need to consider a dozen tech categories. At KRG Hospitality, we say there are at least that many.

Difficult Choices

Per a new report from Nation’s Restaurant News, people are excited but cautious about the tech available to the hospitality industry. Anyone interested in reviewing the 2024 Restaurant Technology Outlook report can click here to gain access.

Among the report’s insights are the identification of a number of challenges operators face when it comes to tech decisions. The most-significant barrier is still pricing, with 37 percent of NRN survey respondents saying hardware comes with high costs. Further, 30 percent think there’s not enough transparency surrounding additional fees.

There’s also an interesting perception as regards features. While 33 percent of respondents feel the systems they’ve selected are light on functionality, 18 percent say their systems have functions that they don’t even use.

Thirty-two percent of survey respondents identify a lack of knowledge of systems as a barrier to adopting new tech solutions. In some good news, just ten percent of respondents say systems are too difficult to use. Still, ten percent of our industry is a significant number.

Combined, 87 percent of those surveyed will either possibly (24%), probably (33%), or definitely (30%) invest in tech in 2024. That’s an impressive number.

However, 39 percent of respondents were “definitely” going to invest in tech in 2023. That’s a drop of nine percent.

Here to Help

When we at KRG develop a tech stack for a client, it’s with their specific project and needs in mind.

And while we do have preferred partners, we present multiple options. Moreover, each option comes with a synopsis of features and a justification for its inclusion.

If a preferred partner isn’t the best option or the client wants to choose something else, we support that decision. Tech is challenging enough already without being steered toward specific platforms for no other reason than, “We like this one.” These decisions aren’t about us, they’re about what’s best for our clients.

At the end of each tech-stack plan are estimated costs for each option. We include the onboarding fees, monthly fees, and the annual cost. Again, these are close estimates as modules, additional features and hardware like handhelds, and subscriptions can increase or reduce the overall cost.

The hospitality industry tech landscape is transforming from a barren desert to a thriving wetland. KRG Hospitality is here to help you navigate this complex terrain.

Image: z yu on Unsplash

May 13, 2024by David Klemt David Klemt No Comments

Your Most Underused Feature

The Most Underused Element of Your Business

by David Klemt

What, you’ve never seen a cathedral inside a suitcase with a glowing interior before?

There’s a part of your business that you see and use every day, and yet it’s very likely the least leveraged element of your bar, restaurant or hotel.

If there are couple (or more) areas of your business running through your mind right now, that’s a bit of a red flag. For now, I want you to focus on a specific feature of your venue: the name.

When you were developing your concept, did it have a different name than it does now? Are you proud of the name? Do you think it pops and demands attention?

During his 2024 Bar & Restaurant Expo session, Michael Tipps posited that most operators are averse to attaching an abstract or enigmatic handle to their concept. That is, in his opinion, a mistake.

“The name is the most under-utilized element of a bar or restaurant,” he said plainly.

For context, this is a man who has proudly affixed the monikers Shoo Shoo, Baby and Mama Foo Foo to concepts in Los Angeles and Daytona Beach, respectively. I’m not going to provide more examples since some concepts are yet to be revealed officially, but there’s more label lunacy in the works.

The word “works” is a segue for addressing the fear or being too “out there.” As they say, it isn’t crazy if it works. Part of making sure the name and thematic elements work is developing a concept’s identity. With that achieved, marketing will be far more effective.

Make an Impact

As we tell KRG Hospitality clients, concept development is the fun stage of project planning. It’s a collaborative effort that gives everyone involved the opportunity to be creative.

Moreover, an effective consultant will help their client swing for the fences rather than stay too grounded. The concept development stage shouldn’t be about dumbing down and saying no. The right consultant-client relationship will be about asking, “How can we get to where and who you want to be?”

Tipps, co-founder of Maverick Theory, will tell you that our F&B world is a social experiment. Guests really aren’t coming to buy food and beverages; they’re at your venue to socialize, connect, feel valued.

“It’s not about what you’re doing, it’s about what you’re being while you do it,” he says. So, I think it’s safe for me to say that he would ask why someone would want to be mediocre. Why would they want their concept to blend in rather than stand out?

As he said during his BRE session, “Everyone who wants to build a concept that’s original and blows people away also includes people who build mediocre, cliche restaurants and bars.

If your concept doesn’t make an impact on a guest and make them curious enough to step through the doors, that’s not a great start. Yes, outstanding service is crucial; it converts one-time guests into repeat visitors. However, they need a reason to become a guest in the first place.

Logically, that means the name, signage, and exterior design need to be impactful.

“Steven Spielberg didn’t make a scary shark movie called Scary Shark,” observed Tipps.

Why, then, do people continue to put “restaurant” or “bar” in the name of their business? Fear.

Stand Up and Stand Out

I doubt that a significant percentage of hospitality operators have said the following during concept development: “I’d really like to fade into the background.”

Combined, according to 2023 data, there are more than 810,000 restaurants and bars in the US alone. Add hotels and motels and that number jumps to well over 900,000.

The last thing that will help any of those businesses make money and keep the lights on is to become white noise. Saddle your concept with a boring name and that’s exactly what it will be, from the jump. Why do that to yourself?

As I said in the preceding section, fear. And Tipps would agree with my conclusion.

“You want to do something special but you also don’t want to do anything too esoteric,” said Tipps during his session. That’s the reason we see “restaurant” and “bar” on restaurant and bar signs.

There’s also the fact that things get very “real” for some people when they first open their doors to the public. They’re now in the spotlight, and the pressure to lead their business to success can be overwhelming.

It’s fair to theorize that some owners second-guess their name and branding when their nerves get the better of them. How will they ever live up to a bold, irresistible bar or restaurant name? What if people won’t come to the business if they aren’t 100-percent certain they know it’s a restaurant or bar?

Which would you rather visit? Mama Foo Foo Neighborhood Restaurant and Bar, or Mama Foo Foo? Which has more impact and sparks your curiosity? Which name would make you feel like you’ve arrived somewhere?

What’s in a Name?

Tipps didn’t title his BRE session “How to Name Your Restaurant or Bar.” Instead, his session was called “Cathedral in a Suitcase.”

Does that session title communicate the topic directly? Not exactly, but it certainly had an impact. And that was the point.

Rather than wonder how to name a restaurant or bar, Tipps (and the KRG team as well) wants operators, current and future, to consider different approaches to developing their concepts.

Certainly, we don’t need to label restaurants and bars as restaurants and bars. Further, as Tipps pointed out during his session, we don’t have to make them feel like restaurants and bars. I promise you, people will intuit how you intend for them to use your space.

Per Tipps, and once again, we agree, your restaurant can feel like a movie. Your bar can feel like an album. You can decide, while eschewing stereotypical elements, whether your venue is masculine, feminine, or neutral.

“Creativity is intelligence having fun,” said Tipps, so have fun with your concept in the development stage. That will translate to a fun, engaging venue (with the right systems and standards in place, of course).

From there, collaborate with a designer to transform your concept from vision to brick and mortar that creates connections. For example, add texture, because speaking to our sense of touch elicits a visceral reaction. Give careful consideration to lighting, because your guests want to look good. Make sure every element relates to the name and the theme.

So, what’s in a name? The future of your business.

Image: Shutterstock. Disclaimer: This image was generated by an Artificial Intelligence (AI) system.

AI-generated diorama-style image of woman behind bar using a tablet

May 10, 2024by David Klemt David Klemt No Comments

3 Operators Address Surviving a Downturn

3 Wise Operators Share Tips for Surviving a Downturn

by David Klemt

I have to say, AI-generated, diorama-style images look rad.

During a standout session from the 2024 Bar & Restaurant Expo, a panel of three successful and highly respected bar operators answered an important question.

This year, BRE brought together an operator supergroup: Erick Castro, Nectaly Mendoza, and Travis Tober. The trio drove home the importance of becoming a student of the industry; being curious about business; understanding the need to nail the fundamentals; and operators knowing their numbers.

Castro summed up the path to becoming a successful operator rather succinctly: “You need to follow the fundamentals to make money.”

Of course, making money is just part of the success equation. Banking that money so it can work for an operator is another. Again, Castro put it simply, urging operators to live within their means when their bar or restaurant starts making money.

Taking it further, Mendoza pointed out that trying to project an image of success is foolish. As he explained, some operators and bartenders are projecting an image of prosperity and expertise, but it’s nothing more than an illusion.

Tober, who understands this business like few others, drove home the need to understand that really, operators are in the entertainment and relationship business. He, his business partners, and his teams are committed to giving guests a reason to visit their concepts and spend their money.

Toward the end of this incredible session, an audience member, to the benefit of every attendee, asked the trio for advice everyone could take back home to improve their operations.

Tighten Up

When it comes to appealing topics of discussion, most people want to shy away from economic downturn. However, ignoring the possibility of a recession doesn’t prevent it from becoming reality.

In fact, Tober said operators need to prepare now for things “to get rough for the next two or three years.” So, he advised the roomful of operators to tighten up their P&Ls.

For future operators this means making it non-negotiable to understand every aspect of their business. Systems must be in place and standards developed before the first guest ever steps through the doors.

According to Tober, operators who are aggressive and savvy can set themselves up “for life” in the next five or six years. We all know what that means, and it’s one of the reasons an operator need to re-invest in their business.

Adding to Tober’s thoughts on the next few years, Mendoza advised the audience to be prepared to attack opportunities when they present themselves.

On the topic of becoming a sharp and successful operator, Mendoza said to “overkill” the books. “Put the same attention into your books as you do your bar team and menus.”

Put simply, operators who know their numbers and the importance of reinvesting funds have chosen the path toward success. This also relates to hopeful operators. They’ll have the opportunity, if they follow their instincts and wait for the right location to become available, for a strong start over the next few years.

Fortuitously, that fits with Castro’s advice: Make sure you’re actually starting a business, not creating a job for yourself. Also, ensure pour costs, food costs, and labor costs are dialed in because they’re the variables over which operators have the most control. Lastly, aim for low turnover.

Takeaway

If we at KRG Hospitality didn’t agree with Castro, Mendoza, or Tober, we wouldn’t share their advice or insight.

The naked truth is that bars and restaurants are going to close. It happens every day.

Mendoza addressed this reality directly. Looking around the room, he said, “Look, some of you motherfuckers ain’t gonna make it.”

While it got a laugh, it was also true. However, one can improve their odds of success by putting the right systems in place; being curious enough to want to know everything about their business and the industry; hiring people for passion, and committing to mentoring and treating them well; and hiring people who will, as Mendoza said, make stress and pain points irrelevant.

It has been said plenty of times that we can hire for passion in this industry, and train for skills. What I hadn’t really heard until Mendoza said it is that we should also hire people who won’t cause an operator’s headaches. About midway through their session, Mendoza advised the room to ask themselves if the person they’re interviewing is going to be a problem or a good fit.

Another truth is that one operator’s failure represents another operator’s future success. However, that’s not possible without a high-level understanding of one’s business specifically and the hospitality business in general.

Image: Shutterstock. Disclaimer: This image was generated by an Artificial Intelligence (AI) system.

A cartoon fish wearing bunny ears, hovering near the world-famous "Welcome to Las Vegas" sign

May 8, 2024by David Klemt David Klemt No Comments

BUNNYFiSH: A Lesson in Collaboration

BUNNYFiSH: A Lesson in Collaboration

by David Klemt

Honestly, I’ve seen stranger things than a floating fish wearing bunny ears while living in Las Vegas.

Architect Craig Sean Palacios, co-founder of BUNNYFiSH studio in Las Vegas, told a compelling story about professional relationships during HD Expo 2024.

Palacios and his business partner worked closely with former Zappos CEO Tony Hsieh for a decade. Titled “Meaningful Collaboration: A Decade with Tony Hsieh,” the presentation was an interesting look into a unique client relationship.

When BUNNYFiSH studio first started, Palacios and Wichmann were working out of The Beat Coffeehouse. Interestingly, this space, located in Downtown Las Vegas, was an example of adaptive reuse architecture. The space was transformed from a quick-care medical center into a coffeehouse, with small exam rooms converted into small offices.

As Palacios recalls, he was wrapping up for the day about 14 years ago when someone popped their head into the BUNNYFiSH office. This person asked what Palacios was doing, and he answered that he was leaving for the day. Clarifying their question, the person inquired about BUNNYFiSH.

After explaining the studio’s overview and sharing some project details, Palacios was told the person would be back. Well, that person did return, and he had a few more people in tow. One of these people, as I’m sure you’ve guessed, was Hsieh.

Eventually, the group traveled from The Beat to the streets of Downtown Las Vegas, and through the doors of Hsieh’s apartment. Along with people milling about was a wall loaded with Post-It Notes. Written on these notes were words like “speakeasy” and “restaurant.” As an architect, Palacios instinctively began arranging the notes to create logical, cohesive concepts.

From there, Hsieh led Palacios to an empty lot, and asked what the architect would put there. Palacios saw a grocery store. Hsieh, a butterfly farm.

It was in that moment, said Palacios, that he began to understand Hsieh. After what was essentially an entire day with Hsieh, BUNNYFiSH studio, the Zappos CEO, and his team would go on to discuss architecture for several months.

Speaking the Same Language

During at least one conversation, Hsieh made the statement that he didn’t “speak architect.” And to this day, Palacios isn’t quite sure if that was a completely truthful claim.

However, he was told that no architect had ever really been able to make Hsieh happy up to that point. So, it appears that the two had found an effective method of communication, and Hsieh appeared happy to work with BUNNYFiSH studio.

That method did take time to develop, of course. Take, for instance, the transformation of a building in Downtown Las Vegas that Hsieh had acquired. When Palacios asked what Hsieh wanted, the latter told the former to “go to the W in Austin.”

That was the whole of the instruction.

So, with that as the entire brief, BUNNYFiSH went to the W in Austin. And, as Palacios explained, they did basically everything one could have done at the hotel at that time. Upon their return to Las Vegas, Palacios made the call to simply let Hsieh find him at The Beat when he was ready.

Sure enough, that’s what happened a few days later. Basically, Hsieh wanted BUNNYFiSH to transform his building into the W in Austin, in a way. When Inspire first opened, I visited the speakeasy—which required biometric access, I believe via a retinal scan—and I would later watch Hey, Bartender in the space’s theater/TED Talk area, hosted by Dushan Zaric, co-founder of Employees Only.

Making Things Happen

Hsieh would go on to work with BUNNYFiSH on more projects, large and small. In doing so, they would all transform the Downtown Las Vegas landscape and culture.

To provide one large-scale example, BUNNYFiSH took on the Gold Spike’s metamorphosis from old-school, outdated casino to nightlife, social, and event space. This is another concept with which I’m familiar, having hosted an event there with the Bar & Restaurant Expo team when the event was still known as Nightclub & Bar.

There was also a small downtown motel conversion. Since “nobody needs parking in Las Vegas,” the parking lot was ripped out and a six-hole putt-putt course was installed. Of course, it wasn’t that simple; each hole was a version of a world-famous counterpart.

Anyone who has spent time in Downtown Las Vegas will be familiar with another BUNNYFiSH-Hsieh collaboration: Container Park. However, it’s a dog park project that really encapsulates the real message within Palacios’ story.

Per the Las Vegas native, Hsieh was a part of most of the meetings between his team and BUNNYFiSH. From time to time, he’d pop his head into a meeting with a question or idea, but that was about it.

Well, during one meeting, Hsieh popped up and asked if it was possible to build the world’s largest functional fire hydrant. By now several years into the relationship, Palacios knew the answer: “Yes.”

As he explained, he had learned to not say no to Hsieh. That may paint the entrepreneur in a tyrannical light. That isn’t, however, what Palacios meant.

Asking Why

While some clients can accept hearing “no” after they’ve asked a question, others need more. They require a why.

Sure, that’s sometimes because a client is, to put it diplomatically, “particular.” But as Palacios learned over the course of a decade-long collaborative relationship with Hsieh, sometimes “why” is a tool.

That three-letter question can spark creativity. Creativity in getting around but not running afoul of building codes, creativity in material or site selection, creativity in bringing an idea into the physical world.

While “no” is, indeed, a complete sentence, in the context of developing a restaurant, bar, hotel, etc., it can be a project killer.

Further, once one side of a business relationship comes to understand how the other interprets a why, communication grows stronger. Instead of just a conversation-halting “no,” collaborators learn to anticipate. So, that “no” starts out as a, “No, we can’t/shouldn’t do it that way, here’s why, here’s our solution.”

That’s a far stronger and healthier way to communicate and work together.

Real-world Example

Let’s look at a BUNNYFiSH project in Reno, Nevada. Traditionally, a guest room has a desk. And, traditionally, you’d be told by a hotel executive that the desk is so guests can write letters.

Well…which guests are actually doing this? Why are hotels still putting the same desk designs in their rooms?

Those two questions led to a room design featuring a reinvented desk. The BUNNYFiSH desk design is now the standard for the hotel group.

However, that desk design update pales in comparison to another change Palacios suggested.

Why, Palacios asked, did this hotel need a conference space? And why not transform the space that would traditionally be a conference space into…a bocce bar. A very large bocce bar, at that.

As Palacios explained the moment he posed those questions to hotel executives (a.k.a. major BUNNYFiSH clients), he was first met with silence. But that silence eventually turned to belief in Palacios and BUNNYFiSH, and there is in fact a bocce bar where one would expect a conference space.

According to Palacios, the bar is generating more revenue than the client projected they’d see from the conference area.

Takeaways

Too many people forget that “relationship” is the operative word in “business relationship.”

Had BUNNYFiSH seen their burgeoning relationship with Hsieh as solely transactional, they would likely have been relegated to the same pile of architects that hadn’t managed to satisfy Hsieh.

However, all parties developed an understanding of one another. They learned how to communicate with one another, and the results were incredible.

Further, Palacios and BUNNYFiSH learned to adapt that communication style for future clients, again to wonderful results.

Hospitality is a people business. As some people like to say, most problems are people problems. Going further, people problems are often communication problems.

Learning how to communicate and collaborate can solve a multitude of problems, and help develop long-term relationships.

Image: Shutterstock. Disclaimer: This image was generated by an Artificial Intelligence (AI) system.