Thoughts on (Restaurant) Management from a Grateful Owner → part 1 The Tao of Danny Meyer
I am a fan of Danny Meyer, a big one. I’ve flown cross country with the main purpose of dinning in his restaurants eager to absorb the atmosphere and observe the staff-2-staff and staff-2-customer interactions. Meyer’s book Setting the Table has been the basis for many a business plan I’ve written and few that I’ve executed. I own two soft covers, a hardcover and have the audible version on my IPhone (told you I was a fan). It is also a book that I have gifted more than any other, in fact there has been an instance or three that I have kindly demanded that my staff read it!
I have been in the hospitality industry for the better part of twenty years with the past fifteen in an ownership capacity with a decent rate of success thanks largely to a patient wife, stubbornness, persistent work and a history of great employees. I’ve owned my current restaurant (www.mulleadyspub.com or better www.facebook/mulleadys.com) nearly ten years (an eternity in restaurant years).
Meyer’s words often ring in my head throughout my day but they hit me particularly hard early Saturday morning when I noticed that our chef and cook did not have the customary metal/thrash rock echoing through the building as they prepped for brunch service. Before I could ask why (perhaps the stereo was broken?) I noticed our cleaner had brought her five year old daughter with her and the little girl was asleep in one of our booths.
Meyer’s talks about hiring “51 percenters” — staff with a high “hospitality quotient (HQ)” whose skills are 49 percent technical and 51 percent emotional. The emotional skills that are required to create a high HQ are: (1) optimism and kindness, (2) curiosity about learning, (3) an exceptional work ethic, (4) a high degree of empathy, and (5) self-awareness and integrity.”
The simple act of forgoing one’s morning routine and customary pleasure out of respect, kindness, thoughtfulness, you fill in the adjective, is exactly what Meyer speaks of. This singular act sets the tone and expectation for hospitality for the day and even the week.
Our chef’s actions make working, no matter the industry or profession, worthwhile and enjoyable. Please give Danny Meyer’s book a long look, if you deal with others it is gold. As mentioned earlier my establishment, Mulleadys Irish Pub & Restaurant owes a large part of its success to employees like our chef, please stop in if you’re in the Seattle area and say hi!
