Wearing a baseball cap or sleeveless shirt in a white-tablecloth restaurant is rude and makes other diners upset, just like someone on a cellphone.
From Danny Meyer
Diners are upset that restaurants aren't honoring reservations, and a lot of restaurants help bring this on by overbooking.
In an age when so many groups are rolling out restaurants faster than your local baker makes donuts, my goal is that each restaurant feels hand-crafted. That they have their own soul.
During one of his uncannily well-timed impromptu visits to my restaurant, Union Square Cafe, Pat Cetta taught me how to manage people. Pat was the owner of a storied New York City steakhouse called Sparks, and by that time, he was an old pro at running a fine restaurant.
My staff's job is to adjust to circumstances with technical precision and artful grace so that every patron has a wonderful experience.
Constant, gentle pressure is my preferred technique for leadership, guidance, and coaching.
At my restaurants, we have training drills before every meal. We talk about what we did yesterday that was great and what we can improve today.
Short of hiring a new staff, consider giving subpar workers a chance to improve. Tell them why they're not measuring up and give them a set amount of time to make specific improvements.
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