Massimo Bottura: “I have a test that I do with my chefs—it’s called “Who Are…
“One of the biggest myths is that we have a retention problem.”
“Many of the managers I come into contact with suffer from what I call: Delusional Process Management Syndrome”
“In the past 18 months, restaurant wages have risen at double the rate of menu prices and will double yet again in the next 18 months.”
“The “hands-on” approach thinking is one of the most confused and abused phrases in management today.”
“Training, as it stands in most companies, is broken. It’s transactional at best and completely irrelevant at it’s worst.”
“I’ve never believed in “bad employees.”
“If you spend any time reading industry blogs and forums of front-line employees, you will quickly begin to see the ginormous difference in thinking between them and professional hospitality managers.”
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest’s point of view (POV) an exceptional guest experience holds meaningfully differentiated value.
The idea that you need a weekly manager’s meeting in order to do anything is just plain dumb. And the idea that it is a “characteristic of successful independent restaurants” is complete hokum. It is not.