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Here are some examples of how far we take guest service:

Guest: We loved the glass of wine our server recommended!
FRC: That’s great! Here are a couple tasters of two other wines I really think you would enjoy!

Guest: We’re in a hurry. We need to be out in 45 minutes for our movie.
FRC: What are you going to see? Do you have your tickets yet? We’ll pick them up for you and deliver them
with your check.

FRC: You mentioned you were looking for a nightclub downtown. I had our host call a few for you. Here are
directions and cover charges for each.

Guest: We’re looking for a different restaurant tomorrow night, but we’re new to the area.
FRC: I’ll call one of our sister restaurants if you like and made your reservation for you. The GM is a close friend
of mine and he’d love to buy you a martini.
Celebrities and executives get this VIP treatment everywhere they go. Our guests get it every time they walk into
our restaurants. How often would you visit a restaurant that treated you like a CEO?

Our Culinary Team – Making Hospitality Possible

In order to facilitate great Hospitality, it is important to erase the barriers between the dining room and the kitchen.
It’s easy to tell if you’re in a restaurant with great Hospitality; just follow a guest request from the table to the kitchen.
The server, the expeditor, the chef and the line cook will all have a similar response to the difficult request because
they all share the same culture.

YES!

Server: “An Alfredo sauce on the shrimp? Let me go find out what I can do about that.”
Expeditor: “That should be easy, but let me make sure.”
Chef: “I’ll make that happen.”
Line Cook: “The ticket will run about 14 minutes. I’ll start it now.”
Server: “I’ll go let the guest know about the extra time, thanks!”

NO!

Server: “I’m sorry, but we don’t have an Alfredo sauce on our menu.”
Expeditor: (Jokingly) “Tell her to go next door to that pasta joint.”
Chef: “I don’t have any heavy cream on line for that, forget it!”
Line Cook: “I’ve got, like 8 items on fire right now. I’m way too busy!”
Server: “Don’t worry about it. She was looking at the Chopped Salad too. She’ll get that.”
Each of these “no” responses will stop the chain of Hospitality before it even reaches the next individual. This is
why it’s so important that our culture permeates both the dining room and kitchen. We have open kitchens because
the kitchen is part of the dining experience; the chef sets the example for kitchen Hospitality, and everyone follows
his/her lead. If the chef shows dedication to guest experience in every response, he/she will be surrounded by a
group of line cooks who are afraid to say “no.” Eventually, the “yes” becomes a conditioned response, like muscle
memory. At that point, great Hospitality has become your culture.

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14 Revised October 2016