Performance

The delivery of the standard - \'Every Guest, Every Experience, Every Day\'.
Your Restaurant Operates At The Edge Of Chaos — That Is Not A Problem, It Is The Point
In 1996, a biologist named Stuart Kauffman published a theory about how complex systems — cells, ecosystems, economies — organize themselves. His central finding: the most adaptive, highest-performing systems do not operate in perfect order. They do not operate in...
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Ram Charan Said Fieldwork Is A Lost Art — He Was Right
Ram Charan has advised GE, DuPont, Novartis, Home Depot, and Verizon. He spent 35 years as one of the world's foremost leadership consultants, on the road 365 days a year, inside the organizations that define how business gets done at...
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Larry Bossidy Said It In 2002. Most Operators Still Haven’t Heard It
In 2002, Larry Bossidy — the man who turned AlliedSignal into a reliable earnings machine and then came back to rescue Honeywell — published a book called Execution: The Discipline of Getting Things Done. He spent the better part of his...
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QFO: Why do you think there is a poor employee management structure within the hospitality industry?
The question assumes the problem is management technique. It is not. The problem is foundational -- a set of misunderstandings so deeply embedded in how the industry thinks about itself that the management failures are predictable outcomes, not random failures....
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QFO: Why do hostesses at restaurants make small talk as they seat you?
It is a fair question. You walk into a restaurant, the host greets you, and within fifteen seconds you are being asked about your evening plans, whether you have been in before, or what brings you in tonight. The conversation...
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Wrong Headed Thinking: Scheduling
Every Shift Is The Only Shift That Guest Will See There is a scheduling philosophy in the restaurant industry that sounds like operational efficiency and produces operational failure. It goes like this: slower days are lower priority. Lower priority days...
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The Problem With Employee Contests
"It’s amazing to me even after 4 decades of service how we desire teamwork and collaboration but every policy and formal behavior is about something other than either of them."
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4 Really Bad Training Nuggets & 1 Good One
"Training, as it stands in most companies, is broken. It’s transactional at best and completely irrelevant at it’s worst."
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The Duality of Hospitality Employees
"If you spend any time reading industry blogs and forums of front-line employees, you will quickly begin to see the ginormous difference in thinking between them and professional hospitality managers."
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Performance vs Values
You’ve heard it time and time again: “Hire For Values, Train For Skills" here’s why that’s critically important.
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