Restaurant Success

T.J. Schier

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Too many managers, employees, franchisees, owners, and corporate support staff spend far too much time trying to come up with the next great new program, or reinventing the wheel. While I’m not an advocate of stifling creativity or change, execution is the bottom line. Today’s “Google” society doesn’t want to know information, just where to find the information when it’s needed. Here are a few items from my Google file of restaurant success:

  • CHART—The Council of Hotel and Restaurant Trainers, —A group of nearly 500 Hospitality Training and HR professionals working to enhance the people and profitability of its member companies. The group is an unbelievable resource consisting of conferences (twice yearly), regional training forums around the country (free), and an e-mail solution exchange.

  • People Report, —A consortium of restaurant companies who provide data on recruitment, hiring, training, and diversity which is compiled and shared with members to allow benchmarking and best practices. Curious how you are doing on the “People P&L?” Join People Report to find out.

  • NRAEF, —The National Restaurant Association Education Foundation supports everything from ServSafe, ProStart, and the Resource Center for Workforce Solutions to Daily Dose Language Training and providing Harvard Leadership Classes.

  • ESL Resources, —As the labor pool changes and shrinks, we must address the needs of our people. In many cases, that includes teaching the English language to build confidence and advancement opportunities. In addition to “Daily Dose, ” there are a number of products and companies to help teach your staff English including Sed de Saber (from Retention Education).

  • Go To (the best in) Class—Companies such as Hard Rock Café, , Zingerman’s Deli, , and 2001 Malcolm Baldrige Quality Service Award Winner, Pal’s Sudden Service, , all offer classes teaching not only how they have been successful, but also how to apply the learnings to your business.

  • Books/Videos—Ranging from Bob Farell’s Give ‘em the Pickle and FISH to Jim Sullivan’s MYOB, and my own Now That’s Quick Service That Sells! and Drive-Thru Excellence, there are a number of quality books and videos focused squarely on moving sales and service forward. Read/watch them and learn the secrets of today’s most successful companies.

    There you have it—the information when you need to know it…NOW!

    T. J. Schier is service professional, consultant and speaker with over 20 years experience in operations and training. Founder and president of Incentivize Solutions and podTraining, T. J. has helped numerous clients enhance their service and training programs and spoken to tens of thousands of managers, franchisees and operators in various fields. Visit for more info motivating today's employees, training today's generation and delivering outstanding guest service; or , a unique new system and the foundation of ‘i-learning’ - using the device of today's generation, the iPod - to train your workforce.

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