by Ross Kingsley | Jan 26, 2025 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
Restaurants are dynamic and volatile environments, where collaboration between the kitchen and service teams is essential. Yet, these two groups often experience friction due to their distinct roles and priorities. Understanding these differences—and addressing the tension they create—can foster a more cohesive and productive workplace.
Traditional Differences
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Work Environment: Kitchens are high-pressure spaces focused on precision, timing, and execution. In contrast, the service team operates in a customer-facing environment, juggling hospitality and problem-solving.
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Guest Interaction: A critical difference lies in how each team deals with customer feedback. Servers are directly confronted with complaints, bearing the brunt of guest frustrations, whether about food, delays, or errors. Kitchen staff, shielded from this interaction, may not grasp the emotional toll such exchanges take.
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Blame Dynamics: Kitchen teams often attribute guest complaints to service errors, assuming that servers miscommunicated orders or mishandled requests. This tendency can create resentment within the service team, who may feel unsupported in their efforts to mediate between guests and the kitchen.
Mitigation and Prevention
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Cross-Training: Having servers spend time in the kitchen and kitchen staff observe the floor during service helps build empathy and a clearer understanding of each team’s challenges.
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Feedback Systems: Establish a structured feedback loop where complaints and compliments are shared with both teams. This ensures everyone understands the root causes and works together on solutions.
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Clear Processes: Implement clear communication protocols, such as detailed order management systems, to minimize misunderstandings and mistakes.
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Collaborative Culture: Managers should promote a culture of shared responsibility, emphasizing that both teams contribute equally to the guest experience.
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Team-Building: Activities outside of work strengthen relationships and reduce the tendency to assign blame. Friends work together better than antagonists.
By addressing these traditional differences head-on, restaurants can cultivate a supportive environment where the kitchen and service teams work together seamlessly, enhancing the overall dining experience for the most important people around – the restaurant’s guests.
Image Credit: https://freepik.com
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
>>> Reprinting, reposting & sharing allowed, in exchange for a backlink and credits <<<
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Jan 19, 2025 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
Starting a restaurant is an exciting venture, but when multiple partners are involved, the road to success will become challenging. Partnerships can bring diverse expertise and shared financial responsibilities, but they can also lead to misunderstandings and conflicts if not managed properly. Here’s why partnership structure matters and how to navigate the potential pitfalls.
The Challenges of Multiple Partners
Churrasco Phuket Steakhouse has two partners, one with decades of hands-on senior hotel and restaurant experience, the other one with a long history of diverse investments and a background in publishing and advertising. This already brings up divergent opinions, but having multiple partners involved means balancing different visions, expectations, and contributions. Some partners might be silent investors, contributing only capital, while others may be actively involved in operations. Disagreements can arise when responsibilities are unclear or when active partners feel overburdened while silent partners expect high returns. Uneven workloads and differing risk tolerances can also create tension.
Silent vs. Active Partners
Silent partners are not involved in day-to-day operations, whereas active partners play a direct role in managing the restaurant. This distinction must be very clearly outlined. Silent partners might expect their contributions to be acknowledged in decision-making, but their lack of operational expertise can lead to unrealistic demands. Active partners, on the other hand, may feel resentful if they perceive an imbalance in effort versus reward.
Defining Roles and Responsibilities
Clearly defining responsibilities is crucial to avoiding conflicts. Each partner should know their role, whether it’s managing finances, overseeing kitchen operations, marketing, or customer relations. Document these roles in a formal agreement to ensure everyone is on the same page.
The Importance of a Partnership Agreement
A detailed partnership agreement is essential. It should include capital contributions, profit-sharing arrangements, exit strategies, and conflict resolution mechanisms. Without this legal framework, minor disputes can escalate into major legal or operational challenges.
Conflict Resolution
Even with a clear agreement, conflicts are inevitable. Establish a process for resolving disputes early on. Mediation or arbitration can help de-escalate issues before they harm the business. Regular meetings to review performance, share concerns, and align goals can also foster transparency and mutual understanding.
Rules of Conduct: Discounts and Free Meals
Partners should agree on rules regarding discounts, free meals, and perks. Misuse of these privileges can lead to financial strain and resentment among staff. Set clear limits on how often partners and their families can enjoy these benefits, ensuring they align with the restaurant’s budget and policies.
In conclusion, starting a restaurant with partners requires clear communication, structured agreements, and a shared vision. Addressing these areas proactively will help build a partnership that thrives, ensuring the restaurant’s success.
Image Credit: https://freepik.com
_ _ _
© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
>>> Reprinting, reposting & sharing allowed, in exchange for a backlink and credits <<<
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Dec 27, 2024 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
A restaurant’s website serves as its front door to the online world. While some restaurant owners might think redirecting potential customers to a Facebook page suffices, this approach falls short. A fully developed and regularly updated website not only enhances credibility but also improves the restaurant’s credibility and the overall customer experience for customers.
A dedicated website offers unparalleled flexibility in presenting your brand and gives you complete control over design, functionality, and content. A well-structured website with important and clearly marked sections ensures that visitors quickly find all information they need in one place, and without distractions.
Why These Sections Matter
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Home: This is the first impression you make. An inviting homepage with stunning visuals and a clear call-to-action sets the tone.
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About: Share your story, philosophy, and what sets your restaurant apart. This personal touch builds a connection with potential customers.
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Menus: Diners want to explore your offerings before they visit. Well structured menus with enticing photos and descriptions make all the difference.
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Reservation: Simplify the booking process with an easy-to-use reservation system, ensuring fewer missed opportunities.
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Location: Make it effortless for customers to find you with maps and clear directions.
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Reviews: Showcase positive feedback via links from all usual reviews sites to build trust and credibility.
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Blog: Engage your audience with stories, behind-the-scenes content, and tips from your kitchen, which also will assist with your SEO.
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Video: Videos can bring your restaurant’s ambiance and dishes to life, providing a richer sensory experience.
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Contact: Make communication seamless with a dedicated contact page and links to all your communication and social media channels.
Going low rent by redirecting domain traffic to a Facebook page comes across as a cost-cutting fudge. In contrast, a polished website conveys that you’re serious about your business and the experience you offer. Investing in such a website means investing in your restaurant’s brand, success, building trust, and standing out in an extremely competitive industry.
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Dec 26, 2024 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
In the restaurant business, reputation is everything. More than ever, online customer reviews shape the perceptions of potential future customers. While positive reviews will boost your business, negative ones tarnish your image if not handled properly. Responding to these reviews isn’t just about damage control—it’s an opportunity to show your commitment to customer satisfaction. Enter the mantra: “Smile, Apology, Gesture.” This simple yet powerful approach can turn a negative experience into a positive impression.
Smile (Stay Positive)
When you come across a negative review, it’s natural to feel defensive. But responding with frustration can escalate the situation. Instead, begin by adopting a positive mindset. Acknowledge that feedback, even harsh, is valuable. A professional and friendly tone in your response shows other readers that you care and take criticism constructively.
Apology (Take Responsibility)
An apology doesn’t mean admitting fault; it means empathizing with your customer’s experience. Use language like “We’re sorry to hear that this didn’t meet your expectations”, to validate their feelings. Avoid excuses or overly detailed explanations. A genuine apology communicates that you’re listening and care about improving.
Gesture (Make It Right)
The final step is to extend an olive branch. Offer a tangible gesture to rebuild trust, such as inviting the customer back for a complimentary meal or providing a discount. Be specific and ensure the gesture addresses their concern. For instance, if the complaint was about service, assure them that staff training is underway and invite them to experience the improvement firsthand.
The “Smile, Apology, Gesture” approach demonstrates professionalism, accountability, and a willingness to improve. Handling reviews with care not only mitigates negative feedback but also fosters loyalty and trust among current and potential customers. After all, in the restaurant world, reputation is served with every dish.
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Dec 23, 2024 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
Choosing the right name for your restaurant is one of the critical decisions you’ll make. It’s not just a name; it’s the first impression, the promise of what diners can expect, and a key factor in whether potential customers walk through your doors or scroll or walk past. A restaurant’s name should immediately convey its level, style, and cuisine, leaving little room for confusion.
When naming your restaurant, clarity should take precedence over creativity. For example, a name like “Bella Trattoria” instantly signals Italian cuisine, while “Smoked & Co.” hints at barbecue or smoked dishes. On the other hand, vague or overly quirky names—though they may be memorable—can mislead or fail to attract your target audience. A name like “Purple Elephant” might be intriguing but does little to convey whether you’re serving Thai food, fine dining, or cocktails.
Another common pitfall is the “Ego Trap”—using your own name or opting for an inside joke that means little to potential customers. Unless you’re a renowned chef or restaurateur, names like “Joe’s Table” or “Benny’s Experiment” lack the clarity diners seek. Your reputation isn’t established yet, so the name should work to sell your concept, not your identity.
Remember, a good name sets the tone for your restaurant. It should align with your decor, menu, and overall brand. A sleek, modern bistro won’t resonate with a name like “Grandma’s Kitchen,” just as a casual taco joint might seem pretentious with a name like “Estudio Gastronómico.”
Ultimately, your restaurant’s name should be simple, descriptive, and evocative of the dining experience you’re offering. Get this right, and it will be the first step in building a memorable and successful brand.
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Dec 23, 2024 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
Marketing is a crucial element for restaurant success, but strategies must vary depending on your location and target audience. A restaurant in a bustling big city serving corporate clients and regular diners will need a very different approach from one in a tourist-heavy area with high guest turnover.
For urban restaurants catering to corporate groups and local regulars, marketing efforts should focus on building relationships and fostering loyalty. This audience values consistency, quality, and reputation. Channels like LinkedIn or targeted email campaigns can be particularly effective for engaging corporate clients. Networking with local businesses and hosting exclusive events can also create strong ties to the community. Regular customers appreciate loyalty programs, curated menus, and an emphasis on impeccable service, which word-of-mouth marketing can amplify over time.
In contrast, restaurants in tourist-heavy areas face a different challenge: attracting a constantly changing audience. Here, marketing should aim to stand out quickly and make a memorable impression. Platforms like Google Maps, TripAdvisor, and Instagram are vital in reaching travelers researching dining options on the go. Collaborating with local hotels, tour operators, and travel blogs can also help capture the attention of short-term visitors. The focus should be on creating buzzworthy, shareable moments that tourists want to post about, such as visually striking dishes or unique themes.
When it comes to platforms like TikTok and X (formerly Twitter), their fast-paced and often casual nature makes them less suitable for targeting serious diners. These diners prioritize credibility and refined experiences, which are better conveyed through well-crafted branding, trusted review sites, or even partnerships with local media.
Ultimately, marketing isn’t one-size-fits-all. Understanding your audience and location is the foundation for crafting an effective strategy that aligns with your restaurant’s goals and identity.
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
