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CULTURE OF HOSPITALITY

FOX Restaurant Concepts values Hospitality above all other things;
it is not entirely accurate to describe it as a balance. When Sam FRC Mission Statement:
Fox walks into your restaurant, he will probably not grill you with Great Hospitality Every Time.
food cost questions. He is much more likely to ask you a question Vision:
about the quality and presentation of your food, or about the level Together, as a team, we will
of service you provide your guests. It’s a sure bet he wants to know continue to exceed guest
why more guests are coming into your restaurant, so he can re-create expectations, create and
that experience at another restaurant. And if your restaurant is slow, develop new concepts, honor the
he will want to know what we are NOT doing for the people in the values of our craft, constantly
seats. improve our business performance
and become a nationally
Two of the components of our Vision – Exceeding expectations, recognized leader in the restaurant
honoring the values of our craft – fall under the umbrella of Hospitality. industry.
As a manager, you must lead by example and demonstrate our Values:
Mission, Vision and Values, as well as positively reinforcing them Passion for the industry
with your employees every day.
Integrity in words and actions
We believe that great Hospitality over time absolutely guarantees Dedication to craftsmanship and
success for our restaurant and for our company. Nothing can shake excellence
that belief because it lies at the core of our value system, we are Commitment to our employees and
willing to live or die as a company with that culture. You will hear their success
from many people at FRC: “Always err on the side of the guest.” Service oriented mindset
Think about that direction for a moment. It suggests fallibility, we Respect for each other and for
are not afraid to learn by making mistakes – but reinforces that we every guest
absolutely refuse to make a decision that risks the guest experience, Accountability to the financial
no matter what the financial implications or hardship. and operational performance of the
restaurant
Where does our Hospitality begin? It begins with the selection
of our managers. To manage for FRC, you must genuinely care
about the people who enter your restaurant. You must be the type of individual that derives your sense of
personal accomplishment from the experience of others. You must be fueled by a need for guests raving about your
restaurant, and you must see negative feedback as a personal challenge – an opportunity to change and improve
immediately. We’ll do it right 99 times out of 100, but tomorrow, we’ll spend our manager meeting discussing the
one time we failed, and think of a way to succeed. You must be unwilling to lose the loyalty of a single guest.
The Facility – Noticeably Clean

The managers and chefs must own the appearance of the facility inside and out. When you have people over to your
home, your clothes aren’t draped over the back of the couch. You probably spent the entire day cleaning, because
you want them to walk in and say, “Wow, nice place!” Your restaurant should elicit the same response. From the
condition of the parking lot to the condition of the restrooms, your restaurant should be noticeably clean. If you don’t
get remarks about the cleanliness of your restaurant, it might be clean, but it’s not noticeably clean.

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