“MBWA” MANAGE BY WALKING AROUND Presentation By: John G. Paul, CCM

DINING ROOM MBWA BASIC DINING SUCCESS STRATEGY WHAT’S GOING ON IN YOUR DINING ROOM? YOU ARE THE CONDUCTOR OF THE ORCHESTRA ALL STAFF FOH & BOH MONITOR PACE & TABLE MAINTAINANCE TOUCH EVERY TABLE DO WE MONITOR RESERVATIONS? DO WE TRY TO STAGGER RESERVATIONS? 7:30 DINNER CRUSH (FRIDAY/SATURDAY)

SERVICE CONCERNS PEOPLE ARE IMPATIENT MONITOR YOUR SPEED OF SERVICE “They are not in a hurry” ? 1-5, 3-10, 7 – Too long MONITOR YOUR SPEED OF SERVICE Are we meeting our ticket time goals? STAFF MUST HAVE A “SENSE OF URGENCY” Bar Crowd

GOALS FOR SERVICE HOW EFFICIENT IS YOUR SERVICE PERSONAL TOUCH: RECOGNIZE MEMBERS BY NAME Mr. & Mrs…. 3-5 TIMES KNOW YOUR STEPS OF SERVICE DO SERVERS SET PACE WINE & DINERS FAMILY / KIDS SERVICE

HOW DO WE COMMUNICATE FOH & BOH FOH “EYES & EARS” BOH TEAM / COMMON GOAL = MEMBER SATISFACTION FOH “EYES & EARS” BOH WHAT ARE OUR SERVICE / TICKET TIME GOALS? FIRING TICKETS EXPEDITORS or SERVERS ROLE MANAGER MUST PUSH PACE

SERVICE PROBLEMS / FOOD PROBLEMS SLOW SERVICE 7:30 CRUSH KEEP MEMBER INFORMED DON’T RUSH FOOD KEEP UP COCKTAIL SERVICE SERVER / MANAGER TEAM WORK FACE THE FACT DON’T HIDE FOOD PROBLEM COMMUNICATE PROBLEM TO MANAGER/KITCHEN ADRESS MEMBER / “LISTEN” / SOLVE ISSUE KITCHEN SOLVE PROBLEM DON’T LOOK FOR BLAME HOW DO YOU SOLVE THE PROBLEM ?

SERVICE RECOVERY STEPS PROMPTLY OFFER DESSERT DON’T LET THINGS LINGER RALLY THE TROOPS PRESENT CHECK EVALUATE SITUATION BUY WINE, COCKTAILS OR DESSERT WHEN DO YOU COMP FOOD??

DON’T LET PROBLEM HIT THE STREET BE SURE THEY LEAVE HAPPY BUY DRINK / DESSERT / COMP?? CONSUMER GOOD EXPERIENCE TELL 6 PEOPLE CONSUMER BAD EXPERIENCE TELL 27 PEOPLE OLD STAT NOW SOCIAL MEDIA LONG RECOVERY TIME Member / Committee / Board

FOCUS ON THE POSITIVE DON’T LET A BAD NIGHT DRAG YOU DOWN EVALUATE ISSUE / DO BETTER NEXT TIME RECOGNIZE STAFF EFFORT KEEP UP STAFF MORALE

PRIVATE CLUB CHALLENGE PROBLEMS ARE BACK THE NEXT DAY MAKE THEM HAPPY NEXT TIME DO SOMETHING SPECIAL 90 % MEMBERS UNDERSTANDING EASY GOING SOME MEMBERS YOU WILL NEVER MAKE HAPPY, CRONIC COMPLAINERS MAKE THEM YOUR CHALLENGE LISTEN TO THEM / SPOIL THEM WIN THEM OVER

MANAGERS CHALLENGE KEEP OUR MEMBERS HAPPY FORMULA FOR SUCCESS GOOD FOOD/ FAIR PRICE / SERVED IN A TIMELY MANNER GOOD LUCK!!!!!