Thursday, November 24, 2005

What's the word on guest relations?


Guest Relations

Whether handling special requests or responding to complaints, good guest relations are critical. Some approaches:“The point of reference for a guest is the employee they encounter – on the floor, on the phone. Anticipate guest needs and requests, put systems in place, and empower all employees. The quicker employees respond, the longer that customer will stay with you.”

–Jeffrey Summers, Head Coach, Game On! Restaurant Coaching Solutions“

I work lunch and dinner shifts at our six locations, which gives me the opportunity to personally interact with as many guests as possible. My name tag says ‘owner,’ which not only helps makes a personal connection but attaches responsibility. Our comment cards also invite guests to contact me; I answer all, about 50 per month.”–Beverly Mascari, co-owner/dir. of guest relations, Anthony’s Seafood Restaurants, San Diego, CA

“If you put guest relations on just one person, you’ll never win. Everyone, especially phone and door staff, need to be trained and empowered to take care of everything they can for guests and communicate with those who need to know. It’s having people who innately want to care for others along with the right systems.” –Tracey Spillane, gm, Spago, Beverly Hills, CA

Tuesday, November 22, 2005

Law to ban lawsuits blaming obesity on restaurants

Houston Chronicle

Fears that overweight Americans will develop an appetite for litigation drove the House to pass a bill that would bar lawsuits by restaurant customers claiming burgers and French fries made them fat. "Trial lawyers have said they'd target restaurants the way they've targeted the tobacco industry," National Restaurant Association President Steven Anderson said.

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Friday, November 18, 2005

Cities embrace restaurant grading

Daily Press

Many restaurant owners and managers have become fans of the grading program because they realize an "A" is good for business. They also have come to realize that correcting deficiencies and requesting a re-inspection can improve lower grades.

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Thursday, November 17, 2005

1 in 10 Americans opts for a Thanksgiving feast in a restaurant

NRA Press Release

One in 10 Americans opts for a Thanksgiving feast without the work by celebrating Thanksgiving Day dining out, according to National Restaurant Association research. Those seeking an escape from cooking without sacrificing tradition also have the option to complement their at-home meals with restaurant-prepared turkeys and side dishes for takeout. In fact, more than half of all Americans supplement their meals with ready-to-eat takeout items. And restaurants help more than weary cooks during the holiday season, giving back to their communities by donating food and offering meals to the less fortunate.

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Tuesday, November 15, 2005

Kid's Running Amok?_MSN Video

http://video.msn.com/v/us/v.htm?g=64d4fbc1-c6b3-4d9b-9d34-6b5ae38e969a&f=email

Kid's Running Amok?

Written by John Kass, November 13, 2005
Chicago Tribune

I can't say if Dan McCauley, a North Side restaurant owner, is America's new Mr. Belvedere, though clearly there is a Belvederian yearning in our culture these days. And McCauley may be the man for the job.McCauley, owner of A Taste of Heaven restaurant, was fed up with shrieking, bratty kids climbing on his fixtures or flopping on the floor blocking waitresses carrying pots of hot coffee, while the parents remained relaxed and infuriatingly indifferent.So he put up a subversive sign: "Children of all ages have to behave and use their indoor voices when coming to A Taste of Heaven."I support him in this, and so should anyone who gives a fig for decency. When I was a kid and dared misbehave in a restaurant, my mom didn't give me a taste of heaven. She'd give me a taste of something else. But now we are fixed in the age of the bureaucrat, and pleas for common courtesy must first be written down and properly displayed.Some moms were terribly insulted by the sign and called a boycott. And four things happened.1) The Chicago Tribune published a story on the restaurant-angry mommy debate in September.2) The New York Times ran a similar story in November, but much longer.3) Talk radio hosts put angry boycotting moms on the air to tell how they're sick and tired of "those people" without kids being increasingly intolerant of little children who make noise when they're hungry. Other moms called in to severely chastise the boycotting moms, saying if they can't control their little monsters, then just keep them chained in the basement where they belong. Dads, as usual, wisely kept their mouths shut.4) And the restaurant owner's business tripled."It's true," said McCauley, whose establishment is in Chicago's upscale Andersonville neighborhood."Our business has gone up. It's unbelievable. It's tripled. A lot of people are frustrated about this, and so here we are. Some people don't realize they have to live by the rules of the rest of the community. I was only asking for some common courtesy."The boycott hasn't ruined you?"No," he said. "As a matter of fact, there must be 12 to 15 kids in here now. Listen, we're getting calls from Amsterdam and New Zealand. They're all applauding this."All we're asking for is courtesy," McCauley said. "I really care about the breakdown in the culture. For me, it's almost a cause. And I don't like people using their cell phones, either."He's right about the cell phones and the culture, and the decline of the West is one of my favorite topics. So if you're reading this at brunch on Sunday in a restaurant in an upscale urban neighborhood, with kids rampant, the decline of the West is best illustrated this way:By the pain in your kidneys coming from other people's children kicking the back of your booth, and that wan "What's your problem?" look their parents offer you as their kids bounce another ice cube off your forehead.Better not take offense. Their parents are probably lawyers. The kids will grow up to push people out of the way for everything, including Communion on Sunday. When they attain power, they'll probably turn every adult now over 30 into salty, digestible crackers, when the crude oil runs out and they're tired of subsidizing our Social Security.Or, what's most likely, they'll grow up to be just like the rest of us.McCauley sounds almost like the new Mr. Belvedere, to me. And every so often, America creates a new Mr. Belvedere.Years ago, in one of the humor magazines, they created a Belvederian comic strip called "Politeness Man." He demanded proper manners from everyone, and he backed it up with an iron handkerchief that he flicked against the noggins of youthful offenders, without killing them.But like I said, the parents of these kids are probably lawyers.Mr. Belvedere was popularized in an ancient movie by the late actor Clifton Webb. Webb's Belvedere played a strict nanny to a pack of spoiled, rich brats. Through an inhuman force of will, he trained the little monsters to eat properly at the table, piercing them with withering looks if they dared slide silverware across their teeth. In no time, the children had their left hands in their laps, engaging in polite dinner conversation about literature and foreign policy and the decline of the West.The newly nice kids loved Mr. Belvedere for teaching them right from wrong. Parents loved him too.Naturally, he was a fictional character. If he were real, he'd be ridiculed, sued into the poorhouse for imposing his rigid ways on the rest of us. As a dad, I can't tell people how to raise their kids. We have massive bureaucracies in the federal, state and local governments spending billions of dollars a year doing just that, and nobody listens to them either.But they just might listen to a Mr. Belvedere.

Sunday, November 13, 2005

Peter Drucker dies.

By Simon London in San Francisco
Published: November 11 2005 20:56

Peter Drucker, the most influential management writer of the modern era, has died age 95. A spokesman for the Claremont Graduate University in California, where Prof Drucker worked since the 1971, said he died peacefully on Friday morning after a short illness.
Prof Drucker remained active until the end of his life. Earlier this year he was honoured with the McKinsey Award for the best article published in the Harvard Business Review during 2004. He had just finished collaborating with colleagues on a reworking of the ideas contained in The Effective Executive, first published in 1966.
Peter Ferdinand Drucker was born in Vienna in 1909. He took a doctorate in public and international law while working as a newspaper reporter in Frankfurt, Germany, and then worked as an economist for an international bank in London. He moved to the US in 1937 and began his teaching career at Bennington College, Vermont. For more than twenty years he was professor of management at the graduate business school of New York University.

Prof Drucker’s first books considered what could be done to prevent a return of the economic and social conditions that led to the rise of Fascism. This led him to conclude that effective management of organizations – in both public and private sectors – was essential for social stability.
The Concept of the Corporation, a study of the management practices of General Motors, the first modern, multidivisional company, was published in 1946. This and later works helped establish management as a topic worthy of serious study. However, Prof Drucker always sought to combine academic erudition with a concern for the day to day problems faced by practising managers. Of his 35 books, including two novels, 15 were concerned with management, including The Practice of Management, Managing in Turbulent Times and Management Challenges for the 21st Century, published in 1999.