One of Top 10 Restaurant in city resets with Amazing Hospitality

SITUATION
Established fine dining restaurant, first to compliment a national museum, led by nationally know chef and 6 time cookbook author.

PROBLEM
Revenue shrinking, restaurant review on google, and Open Table are weak. Annual loss and no profit raising concern among investors. Hospitality did not meet the owners’ standard. Staff morale is low, internal training and educational modules for local farms and watermen was lacking.

SOLUTION
Addressed brand by redefining their customer service into “Amazing Hospitality”. Owner management and I attended two ZingTrain courses to embed good culture and guest experience for long term growth. Upon return, rewrote mission and vision statements. Created the structure of Amazing Hospitality through consistent mock service training sessions. Evolved management team to conduct their own monthly educational and local food trainings on service and local vendors. Quarterly workshops embedded new energy and positive culture in the guest experience and in the kitchens’ production.

BENEFITS
A positive culture emerged. Sales improves by 10% year over year, and profits continue to hold at 4% average annually.

For more information, contact Martha Lucius at [email protected].