Making Every Square Foot Count
Situation
Renovation of historic hotel to add a 250-seat gastro pub and 150-seat cocktail
terrace served from a small existing kitchen that would also support an updated 150 seat dining
room offering elevated steakhouse fare and lobby bar of approximately 3,000 sf.
"Working with this advisory team has completely transformed our approach to hospitality. Their insights and support have been invaluable in elevating our guest experience."
Task
Collaborate with front of house and culinary teams to create a kitchen layout, menu, and
operating model that would allow the seated dining rooms to turn 2.5 times on an evening shift
while also handling uncontrolled cocktail seating areas.
Action
Kitchen layout of multi-station suites perpendicular to a long pickup to allow multiple
menus to work simultaneously and be consolidated on the pass. Two inside and two outside
expos coordinated plating and pickup of three menus prepped for minimal fire times. Extensive
classroom and practical training for restaurants hosts, who worked in concert across the two
dining rooms to prevent over seating and manage heavy demand periods. Rigorously drilled
communication model to ensure an transparent, shared awareness of the current state of the
operation and coordination on next steps on a minute by minute basis.
Result
A culture of excellence and shared purpose among and between service and culinary
teams, extremely high employee engagement, company leading guest satisfaction, and highest
in portfolio profitability.
Required Reading: Crucial Conversations, Setting the Table
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