Hey Team! Saturday night at 6:45pm is the worst possible moment to explain to a server that the fish tacos have a chipotle crema on them, not a cilan…
Hey Team! Your GM walks out on a Friday. Maybe it was a better offer somewhere across town. Maybe it was burnout. Maybe it was just time. Doesn't mat…
Hey Team! You know that binder. The one sitting on the host stand, or maybe wedged between the POS terminal and the wall. It's got a cracked spine, a…
Hey Team! I keep seeing the same headline cycle through every trade publication. "Labor shortage." "Staffing crisis." "Nobody wants to work in restau…
Hey Team! After 30 years and 20-plus concepts, I've watched a lot of managers run their floors. Some of them were technically flawless, organized, pu…
Hey Team! Saturday night at 8pm is the only real test of your training. Everything before that is just practice. I've been saying this for thirty yea…
Hey Team! If you've ever trained staff for a hotel restaurant, you know it's a different animal. It's not just the menu complexity, though that's rea…
Hey Team! Most operators know something is leaking. They feel it in their gut every time a server walks back to the kitchen with a confused look on t…
Most restaurant menu errors aren't malice or carelessness. They're knowledge gaps. The server didn't know something about the dish. Guest got some…
Operator emailed me last week. "My servers don't know the menu and we keep getting comped items. What can I do?" The honest answer, you can fix it…
Every restaurant operator I talk to says the same line, "turnover is killing me." I lived it for 30 years. The Cornell number is $5,864 per replace…
Hey Team! I've hired somewhere north of a thousand people in thirty years. Probably closer to two thousand if I'm being honest about the turnover mat…
Hey Team! I've been in this industry for thirty years. I've opened more than twenty concepts. And I've made every expensive mistake you can make with…
Hey Team! I want to talk about the math nobody runs. You're doing pre-shift. Good for you, genuinely. Most operators aren't doing it consistently, so…
Hey Team! We did a POS migration at Black Barrel Tavern about three years ago. New system, new flow, new button placement for everything. I walked in…
