What makes a Restaurant or Bar Work?

What makes a Restaurant or a Bar

Successful ?

Presented by Dushan Zaric

Wednesday, November 7, 12

http://www.slideshare.net/dzaric




Dushan Zaric

* 18 + years of Experience behind Bars

* Co-Owner of Employees Only and Macao Trading Co NYC

* Principal Bartender

* Consultant

* Author

* Trainer

* Yogi


New Bar-Restaurant anywhere in the world

General Formula:



General Formula:

LOCATIONWednesday, November 7, 12


General Formula:

LOCATION

* Foot Traffic



General Formula:

LOCATION

* Foot Traffic

* Corner - if possible



General Formula:

LOCATION

* Foot Traffic


* Existing fixtures - ideally



General Formula:

LOCATION

* Foot Traffic



* Supportive Community



General Formula:

LOCATION

* Foot Traffic



* Supportive Community

* Great deal on the lease



General Formula:

CONCEPT Wednesday, November 7, 12


General Formula:

CONCEPT

* Products (Food & Drink)



General Formula:

CONCEPT


* Design



General Formula:

CONCEPT


* Design

* Profitability & Business Plan



General Formula:

CONCEPT


* Design


* Logistics



General Formula:

CONCEPT


* Design


* Logistics

* Hours of Operation



General Formula:

SERVICE Wednesday, November 7, 12


General Formula:

SERVICE

* Team



General Formula:

SERVICE

* Team

* Training



General Formula:

SERVICE

* Team

* Training

* Hospitality



General Formula:

LOCATION

+



General Formula:

LOCATION CONCEPT

+ +



General Formula:

LOCATION CONCEPT SERVICE

+ + =



General Formula:

LOCATION CONCEPT SERVICE

+ + =

$$$Wednesday, November 7, 12

Marketing & PR


Most restaurants still fail....


Cornell University and Michigan State University

Study of restaurants in three local markets over a 10-year period:


"beyond muddled concepts, failure seemed to stem in large part from an inability or unwillingness to give the business sufficient attention, whether due to lack of time, passion or knowledge."


YEAR 1 - 27% of restaurant startups failed;



YEAR 4 - 50% of those restaurants were no longer in business;




YEAR 5 - 60% had gone south.




YEAR 5 - 60% had gone south.

YEAR 10 - 70% had failed.Wednesday, November 7, 12

30% Success Ratein 10 years


yet...






Simon SinekWednesday, November 7, 12

Simon Sinek’s


The Golden Circle


WHY:What's your purpose? What's your cause? What's your belief? Why does your organization exist? Why do you get out of bed in the morning?

And why should anyone care? Wednesday, November 7, 12

WHAT


HOW

WHAT


WHY

HOW

WHAT


People buy “why you do it” and not

what you do!


FOOD & COCKTAILS


FOOD & COCKTAILS

WHAT


BEST SERVICE, INGREDIENTS, ETC...

FOOD & COCKTAILS

WHAT



FOOD & COCKTAILS

HOW

WHAT


ETHOS


FOOD & COCKTAILS


ETHOS

The characteristic spirit of a culture, era, or community as seen in its beliefs and

aspirations.


YOU

Management

Bartenders, Servers

Apprentices, Bus Boys, Food RunnersDoor People, Kitchen People,

Guests


What is Hospitality?


Legendary NYC Restaurateur

“ Service is a monologue-we decide how we want to do things and set our own standards for service. Hospitality, on the other hand is a dialogue. To be on a guest’s side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. It takes both great service and great hospitality to rise to the top.” Danny Meyer – Setting the Table


Service is like a sheet of music


Hospitality is how you perform it


* Trickles down from top to bottom



* Becoming aware of Mental Afflictions (Negative Emotions)



* Becoming aware of Mental Afflictions (Negative Emotions)

* Neutralizing Mental Afflictions


* Neutralizing Mental Afflictions:

- Exchanging Self for the Other

- Influencing Others by Example


Exercise # 1


What qualities do you look for in your server?

What kind of server do I wish to be?

Why am I a professional server?


Stay on the POSITIVE !

Don’t sweat the details…


Contentment:

–noun

1. the state of being contented; satisfaction; ease of mind.2. Archaic . the act of making contentedly satisfied.

— adj

1. mentally or emotionally satisfied with things as they are 2. assenting to or willing to accept circumstances, a proposed course of action, etc

65


http://dictionary.reference.com/browse/contented

http://dictionary.reference.com/browse/contented

http://dictionary.reference.com/browse/act

http://dictionary.reference.com/browse/act

66

“It all depends on how we look at things, and not how

they are in themselves” – Carl Gustav Jung


Every impression we receive is affecting us

subjectively!

67


68


69


70


Remember - You never know who is sitting in front of

you...

71


3 Main Objectives for every Server

FILL ME!!!

First Second


Third and MOST Important!

Customers leave HAPPY


74

“Your most important job as a bartender is to think about how you can make a cocktail that the guest will think is great. Never forget this. This is fundamental if you want to master the way of the cocktail”. - Master Kazuo Uyeda, Cocktail Techniques


Step 1:

Realizing the importance of proper Service attitude


Step 1:

Realizing the importance of proper Service attitude


Step 2:

Visualizing oneself as the perfect professional and example to others


Step 2:

Visualizing oneself as the perfect professional and example to others


Step 3:

Building the Working Character: Becoming the Vision

Re-Identify !


Reality of the Situation


I I I I I I I I I I

I I I I I I I I I I

I I I I I I I I I I

I I I I I I I I I I

I I I I I I I I I I

I I I I I I I I I I

I

Me as I think I am Me as I really am


OR…


Me as I think I am

Y’all don’t know me!


Me as I really am…


Or… actually, it’s more like

this:



How do we confirm this for

ourselves?


Usually it’s:

ME OBSERVINGOBJECT

orPHENOMENON

OBSERVATION


But, the Trick is:

Self-Observation


ME OBSERVING SELF &

OBJECTor

PHENOMENON

AT THE SAME TIME !


Or, more simply…


Me, working…


Me, remembering to watch myself…


Me, beginning to witness, inviting clarity…


Me, Witnessing (observing) Self, While Working…


96


97

The Marble Exercise

Remember

1)  What is my responsibility to the situation?

2)  What does this person need to hear right now?

3)  How can I help?

4)  How can I make the situation better?


Mechanics of “Attention”


Good night’s rest….

ZZ

Z


… Charges our batteries ….


… and our Energy or “Force” flows easy, Providing nourishment.

Our Attention is therefore free, not constricted and easily directed.Wednesday, November 7, 12

… In the Morning, I start my day…

… the News sucks…I get “involved”, “identified”, “excited”, . . .


Clog of negativity


Attention is captured

Life Force, Energy, ...Wednesday, November 7, 12

… Then a phone call from work …

“ the other Bartender is sick. Can you work a double today?”


… sure, I say yes. But inside I am not happy…What about my plans? Did he HAVE to get sick today??? Poor me…

Blah, Blah, Blah…


More clogs of negativity



Traffic sucks too…

The President is in town. I am going to be late for work…


More and more clogs of negativity



… Finally, at work instead of

OR…


… I feel like…Wednesday, November 7, 12

… I am shoveling coal all night…


…and then I look for remedy in the

wrong place…







… and very soon, it’s the usual terror of the situation!


And at the end of the night…


Sad…


Can I change this?


Yes! Easy…


… In the Morning, I start my day…

…I enjoy my coffee and juice. I focus on the positive. I don’t let my self get captured. The News is always the same…it is always bad…that is what they are selling.



… Then a phone call from work …

“ the other Bartender is sick. Can you work a

double today?”


Sure. I’ll be there. “Oh Well…Poor Steve with a flu. Too bad I need to cancel my plans for the night. But Steve is in

trouble and he needs me to help him out”.



Traffic is jammed…

The President is in town. It seems that I’ll be late for work, there isn’t much I can do about it…I better call and

let them know.



… Finally, at work,

I Rock…Wednesday, November 7, 12

… and Roll…


I am not emotionally identified, and hence not prone to drama…


I am observing myself in Real-Time.

Mindfulness arises as a consequence.

Taking the suffering and imagination away.


137

My Attention is free and I focus it outwardly on

Serviceand inwardly on

Clarity, Stability & Intensity!Wednesday, November 7, 12

And so…by the End of the Night…

… AndWednesday, November 7, 12

… my battery is Full !


140

Best Practices:* Get enough sleep every night - especially before a shift

* Have regular physical exercise

* Cultivate quieting down (meditating) before shift

* During shift, in times of stress, return to your breath


How will this affect me in

reality?


1) My life in general will get better for I will be more aware of myself and

other people.


2) My hospitality and service will enhance naturally as a

consequence of my understanding.


144

1200 sq. ft., open 70 hours/week. Full restaurant 2008: 139,443 cocktails sold + 97,098 highballs &

straight liquor.

Total spirit revenues: $4, 620,000.


3) The quality of my cocktails will increase since I will be aware of myself

when I am making them!


1 1/4 ounces (37 ml) Plymouth Gin

1 1/4 ounces (37 ml) Campari

1 1/4 ounces (37 ml) Sweet (Italian)

vermouth

1 orange twist, for garnish

DirectionsPour all ingredients into a mixing glass. Add large cold ice and stir for 40 revolutions. Strain into a chilled cocktail glass. Garnish with orange twist.

Negroni


How and Why is this happening?


Distilled Spirits contain between 50-60% Water


Fresh squeezed Juices, Syrups, Tonics & Cordials

between 70-85% Water


Plus dilution from a healthy shake or a proper stir


Means that a cocktail is almost 80% water!



H2O

Can my mood, the quality of my inner state, my mindfulness, influence the water

molecules?


Masaru Emoto claims that it can.


“Gratitude”


“Love”Wednesday, November 7, 12

“Compassion”Wednesday, November 7, 12

“Peace”


“Anger”Wednesday, November 7, 12

“Hate” Thoughts of murder


“Of course it matters in what kind of mood I am

when I enter the distillery”. – Miles Karakasevic, 12th

generation Master Distiller, Domaine Charbay


Remember Grandma’s cooking?


With her cooking she wanted to please you. Your happiness was

her only goal.


That’s why it tasted so good. It was loaded with a special

ingredient…


… [Fill in the Blank] …


166

?Wednesday, November 7, 12

Education

What makes a Restaurant or Bar Work?