STRESS

Signs of Stress and Imbalance

What is Stress?

Solving Problems in a High-Stress Environment

Break Through Self-Doubt & Fear

Let's Get Physical

Manage Stress by Stopping Obsessive or Unwanted Thoughts

Meditate Stress Away

Taking Stress for a Ride

3 Strategies to Reduce Stress

Cleaning Up

Stress; Control It, Change It or Let It Go!

Substance Abuse

The Courage to Feel Bad

The Challenge of Change

Tips for Managing Holiday Madness

New Year's Resolutions

RUNNING A BUSINESS

Getting Started in the Speaking Business: Answers to Burning Questions

What Entrepreneurs Need to Know to be Successful

How to Create and Maintain Culture as You Grow

DIVERSITY

How to Integrate Diversity Into Your Business Strategy

Diversity Benefits Organizations and Communities

How to Integrate Diversity

10 PC Tips for Communicating with a Diverse Audience

Are You Truly Successful?

Interviewing Employees Who Stay

What Every Consultant Needs to Know About Diversity Consulting and Training

COMMUNICATION

Communication with Concern

10 PC Tips for Communicating with a Diverse Audience

Tips for Better Communication Between Men and Women in the Workplace

Web Site Tips

WORK/LIFE BALANCE

Working with Loved Ones: Leverage Potential and Avoid Pitfalls

RESTAURANT & HOSPITALITY

All in the Family

Are You Truly Successful?

How to Create and Maintain the Culture of Your Restaurants as you Grow in the Food Service Industry

Let's Get Physical

Meditate Stress Away

Taking Stress for a Ride

The Challenge of Change

3 Strategies to Reduce Stress

Cleaning Up Substance Abuse

 

 

 

How to Create and Maintain the Culture of Your Restaurants as you Grow in the Food Service Industry

Many restaurants start out with exciting concepts and ideas, but as they grow they lose the culture that made them successful. Other restaurants manage to continue growing and keep the culture they created. What separates one type of restaurant from the other?

One of the key factors is to define the culture you want to create, and integrate that in how you hire people, how you treat employees, the type of customer service you provide and the general environment.

Steve Kline is the owner of Typhoon!, a restaurant concept that celebrates the "Art of Thai Cuisine" that presently consists of four properties in Portland, Oregon, and in the Seattle, Washington area. The quality of the food, customer service and décor has remained consistently high. He and his wife Bo who is originally from Thailand refuse to compromise on quality to save time, or money. They have worked hard to recruit executive chefs from Thailand to maintain authenticity and train their employees to understand Thai food and culture. "Our staff is primarily Thai, Westerners, and Hispanics. They all have different ways of working, so we spend a lot of time talking about culture and finding ways to draw on the strengths from that diversity, and make everyone comfortable. People in our restaurants become like family. To maintain our culture, as we open new restaurants we bring our top team in to train the new people. Typhoon! is hip, upscale Thai food. Part of our mission is to show people that Thai is not just food but a whole culture" Their restaurants reflect that culture from the art and Thai antiques to the way the meals are served and the suggestions that the staff makes to customers. If the server notices that a table is ordering dishes that are out of balance, like too sweet or too much curry, they will suggest changes even if it means suggesting less expensive items. That service and respect for employees and customers has helped Typhoon grow and keep many of the same employees since the first restaurant opened 11 years ago.

As your restaurant grows, it is important to integrate old employees who understand your values, concepts, and culture with the newer employees who will learn to implement them and bring some of their own culture.

Brian Gavin is the managing partner of Roys', which serves Euro-Asian cuisine and has 19 properties in Hawaii, Tokyo, Manhattan, California, Colorado and Washington. When Roys' opens new restaurants they have old employees train the new ones. He said, "We have long range retention in our organization because we hire and grow from within. We define our culture as serving creative bold flavors from Asia cooked in a European style. We develop a sense of family, and have what we call Aloha customer service; professional and technically correct, but very friendly. Ever since Roy Yamaguchi opened the first restaurant in Hawaii, we have made a conscious effort to maintain our culture." By growing from within, many employees have gotten to experience working in different positions, and have helped to create the culture at Roy's. As they move up and to different properties they bring those values and ways of working with them. Roy's has a strong training culture.

For new and emerging chains or multiple property restaurants in order to maintain culture there are several key things that must be done.

  • Define the culture and how it is different from other concepts.
  • Develop a strategic plan for implementing that culture.
  • Senior management must implement that culture in all they do including hiring, compensation, rewards and incentives, creating the environment, and marketing.

  • Make sure employees at all levels know what the culture is and that they buy into it.

  • Have seasoned employees train new employees and develop a system where new employees learn the written and unwritten parameters of the culture.

  • Constantly evaluate progress and success as you grow.

  • Be open to change and inform employees and customers of any changes and how they will benefit.


 



Simma Lieberman works with people and organizations to create environments where people can do their best work. She specializes in diversity, gender communications, life-work balance and stress, and acquiring and retaining new customers.

You may reprint these articles free of charge, on a non-exclusive basis, provided that Simma Lieberman's name and contact information are included. She would love to know that you plan to use her article(s); please contact her to let her know.

Call Simma at 510.527.0700 or Email simma@simmalieberman.com
Visit her website at www.simmalieberman.com


Enjoyed this article?
Sign up for Simma's free newsletter to receive additional tips and insight.
Your Email:

 

 

 

Back to top