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FOUR HABITS TO APPLY WHEN IT COMES TO GUEST SERVICE FEEDBACK

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With an increasing number of apps like Yelp, Yellow Pages and other review sites, guest service has lost any context for face to face transactions, and has more and more become a “spectator sport”.

When guests are unsatisfied, it’s no longer a private matter.  Outsiders are now witnesses to what once could have been a private matter, but now posted up across apps and other online mediums for all to see.

The transparency of the increasing online world provides both a challenge and an opportunity for restaurants alike.

To embrace the change implement these four guest service habits:

Habit: Follow up with all complaints.
Good or bad, get to replying on all online review mediums.  Every restaurant must commit to answering diner complaints wherever they appear, including Facebook, Twitter, Instagram, Yelp, TripAdvisor other local review sites, discussion boards, and even new chat-based tools like WhatsApp and Facebook Messenger.
Your guests are selling your brand, so make sure you thank them! Plus, for the reviews that are less than singing your praise, offering an apology and a bonus for giving your place another try… this will speak volumes to all the outsiders reading along.

Habit: Reply to all complaints and feedback quickly.
Did you know, 40 percent of consumers who complain on social media expect a response within one hour, according to Hug Your Haters data.

The guests who keep your business afloat want to hear from you! For many business owners, this may require assigning an online community manager to not only market your business, but to follow up with all comments and reviews left in a timely manner.

Habit: Keep it positive, Polly.
Let’s say, someone just blasted on your world renown menu items via social media… sure it might not seem fair for all onlookers to see such terrible feedback about the menu you’ve worked endlessly to perfect, but it’s their right.

Some will love what you offer and others will be haters. Here’s the bottom line, no matter how ugly, harsh and sometimes downright ridiculous these guest reviews may be, keep positive. Don’t take the criticism personally… acknowledge it and move on.

Habit: Know who complains.
Women complain about restaurants 62 percent more than do men, and women complain about restaurants more than about any other type of business, according to research fom Hug Your Haters.
Whether they are good, bad or crazy, the vast majority-95 percent-unhappy guests will never complain in a way the restaurant can find it. They may say something privately to their friends, but they won’t “raise their hand.” Take it from the facts, this means that the guests who do take the time to complain are doing restaurants an enormous favor by pointing out how the business can improve.
Embrace the feedback, make changes for the better and keep on!

Job: Restaurant Kitchen Manager

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We’re Pacific Coast Hospitality…we recruit the best, most qualified leadership talent for top hospitality organizations across the western U.S. and British Columbia.


photo: Portland, Oregon skyline | Pacific Coast Hospitality hospitality recruitersMarket Portland, OR

Job Description

Guest focused, team oriented, results driven! Pacific Northwest owned and operated emerging restaurant concept, slated for tremendous growth in the coming 3 years is coming to Portland and seeking an experienced Restaurant Kitchen Manager candidate to lead this growth in its neighborhood gathering places. Expansion plans call for 20 restaurants by the end of 2016!

Our restaurants’ design and menu were built to reflect an atmosphere for special hard-working people. It’s a place where friends and neighbors can gather to enjoy a really cold beer, unique beverages and some great food in a comfortable, fun, safe, and familiar environment.

Our objective is to always hire the best leaders and team members and keep them. We want to be our neighborhoods employer of choice. Ultimately our most valued asset is our people and their relationship with the guest.

Management team members are responsible for delivering financial, human resource, and operational results through:

  • Technical Work: Strong presence on the hotline in both a technical and managerial aspect
  • Plate presentations meet company guidelines.
  • Assisting with developing special menus and promotions.
  • Food cost and Labor goals are achieved.
  • Setting and meeting expectations
  • Acting with high level of accountability
  • Internal mentoring and staff development

Requirements Ideal candidate must have the following:

  • 3-4 years high volume cooking experience
  • Strong technical ability in all areas of the kitchen including prep, pantry, broiler, sauté, fry
  • High volume, casual theme restaurant experience preferred
  • Passion for developing and mentoring a team
  • Track record of achieving financial results
  • Strong honesty, integrity and guest-oriented philosophy

Salary Range and Benefits

  • Starting salary range is $42,500 – $50,000/yr. based on experience
  • Medical and Dental Insurance Coverage
  • 14 days PTO per year
  • Generous (and obtainable!)Bonus Program
  • Annual Performance / Salary Review
  • Outstanding Growth Potential

Job Category Restaurant Kitchen Manager

Job Type Full Time

If this position seems like you – please click on this link to submit your resume and cover letter. https://www.pacificcoasthospitality.com/careers-in-hospitality/  We will contact you via telephone or email for an initial interview.

Arriving at a Destination Lifestyle Career

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Did you know??….

Studies by the World Travel & Tourism Council show that the hospitality industry is the world’s largest employer worldwide hiring one in 12 workers, and this number is set to grow.

The chances are, if you’re reading this, you’re one of them, working as part of this vast hospitality industry, serving, managing, cooking, etc. You probably also know exactly why your industry is so popular, and why so many people want to work in it. Yes, the shifts can be long and tiring, but you’ll rarely find someone with a hospitality career who doesn’t have a passion for it.

The hospitality industry offers a surprisingly wide variety of jobs across a broad range of sectors, but what REALLY is the lifestyle of a career in the hospitality industry entail?

Working in a hotel is just one of the many avenues a career in the hospitality industry could host. Offering a variety of careers in positions including tourism boards, online travel companies, destination lodging hotspots, spas, fine cuisine establishments and even vineyards all can fall under the category for employing the hospitality industry.

As an ever-growing field with many opportunities to develop and obtain management positions, the potential for growth does not top out. With a desire to give exemplary customer service, work hard and be a team player, many people can find rewarding management careers in the hospitality industry.

With working for a private owned company to one of the Pacific West’s most desirable outdoor recreation resort communities, the reality of work life balance can be achieved. Living in a city where tourism is popular and the rate of pay for your hard work matches the grade for a quality life, your career won’t leave you wishing for more. Plus, as the industry continues to boom, the competition for top careers in the nations most beloved locations will increase long after you already have been placed ahead of the competition.

Beyond the workplace, the ability to explore your surroundings, meet people from all over, live in a spectacular setting, and discover new passions will only be the beginning of the benefits.

We are seeking a talented and ambitious candidates with excellence in motivating and coaching a talented staff to deliver an outstanding experience to guests while upholding top-notch standards in food and beverage quality.

Whether looking for a career advancement or uproot from your current location, maybe the hospitality lifestyle holds an opportunity for you? Apply today.

Job: Restaurant General Manager

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We’re Pacific Coast Hospitality…we recruit the best, most qualified leadership talent for top hospitality organizations across the western U.S. and British Columbia.


photo: San Diego, CA — Pacific Coast Hospitality. Restaurant Recruitment for San Diego, CAMarket San Diego, CA

Want a bold new career with one of the most unique entertainment concepts in Southern California, combining casual dining, craft drinks and sporting events? This locally owned casual, yet upscale dining venue is seeking a dynamic Restaurant General Manager to lead this exciting establishment that offers something for everyone!

We’re looking for a high caliber, detail oriented, and inspiring leader to manage and control every aspect of delivering a one-of-a-kind guest experience. We need a Restaurant General Manager that possesses a proven successful track record of leading a high volume, upscale, guest focused establishment.

Topmost responsibilities of this position include having a flair for creating a unique guest experience, attention to every detail, and motivating and coaching a talented staff to deliver an outstanding experience to each guest while upholding rigid standards in a high-volume atmosphere. Responsibilities also include ensuring strong profitability, delivering sound operations, and maintaining a clean, safe environment. The ideal candidate has high-volume restaurant experience, proficiency in a sports themed environment, demonstrates a desire to continue growing both professionally and personally, and is eager to lead by example. This is an outstanding opportunity for the right candidate to experience professional growth with a well-respected, rapidly expanding exciting new concept.

Requirements Ideal candidate must have the following:

  • 5 years of General Management experience in a high volume full-service, structured dining establishment.
  • Ability to deliver a superior, one-of-a-kind guest experience an absolute must!
  • Strong knowledge of front and back of house operations including food, beverages, staff supervision, inventory, food safety, service techniques, and guest interaction.
  • Strong understanding of cost and labor systems that lead to restaurant profitability.
  • Ability to work under pressure and deal with stressful situations during busy periods.
  • Familiar with sporting events and accompanying promotions.
  • Proven success record in building sales.
  • Training, coaching, and leadership skills.
  • A 4-year college degree is highly desirable, but not required.

Salary Range and Benefits

  • Competitive Salary (ranging from $65k – $90k depending on experience)
  • Annual Bonus Plan (up to 25% of base salary) based on profitability
  • Annual Performance / Salary Review
  • Medical Insurance Plan
  • Paid Time Off

Job Category Restaurant General Manager

Job Type Full Time

If this position seems like you – please click on this link to submit your resume and cover letter. https://www.pacificcoasthospitality.com/careers-in-hospitality/  We will contact you via telephone or email for an initial interview.

Job: Restaurant General Manager

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We’re Pacific Coast Hospitality…we recruit the best, most qualified leadership talent for top hospitality organizations across the western U.S. and British Columbia.


Spokane WAMarket Spokane, WA

Job Description 

Restaurant General Manager candidate needed to lead this high quality QSR in Spokane. Founded 30 years ago, this rapidly expanding Seattle based company offers authentic recipes right out of America’s South and a genuine dedication to quality.

This privately owned and operated company offers tremendous growth opportunities for hard-working, talented people. With an environment that is fair, supportive, and safe, you will be treated with dignity, care, and respect. You will know what is expected and where you stand against the performance standards, and provided the training, information, supplies, and tools you need to do your job well.

Requirements Ideal candidate must have the following:

  • Minimum of 2 years of food service supervision experience.
  • Able to execute on high standards and procedures.
  • Exhibit strong people skills…likeable, enthusiastic and caring.
  • Personally display a guest 1st mindset.
  • Excellent communication and organizational skills.
  • Demonstrated ability to drive growth while continuously improving guest satisfaction.
  • Proven track record in maintaining strong cost controls, and quality standards.

Salary Range and Benefits

  • $40,000 – $50,000/yr. based on experience
  • Very generous & obtainable bonus program
  • Annual Performance / Salary Review
  • PTO benefits

Job Category Restaurant General Manager

Job Type Full Time

If this position seems like you – please click on this link to submit your resume and cover letter. https://www.pacificcoasthospitality.com/careers-in-hospitality/  We will contact you via telephone or email for an initial interview.

IT’S ALL ABOUT THE DESTINATION:

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Destination weddings, vacation, homes and more…. turn on any TV channel, or pick up a magazine at the checkout line of the grocery and you’ll be quick to see the craze for destination anything.  There’s something exotic and spectacular about traveling and visiting some of the world’s most unique and enjoyable resorts, restaurants, tourist spots and more.
What drives tourist to these destinations? Besides world class accommodations for a destination stay, service and cuisine.  The quality of service guest enjoy greatly determines their experience.  Do you have what it takes to develop a team of exceptional service providers who are keen to tune into the details that matter??  Or is your specialty behind the scenes preparing a multi course meal that encompasses the local flavors in an exceptional way?
Pacific Coast Hospitality is looking for top candidates to fulfill these destination like hospitality establishments.  From mountain resorts in Montana to the beaches of Hawaii, our job openings require trained and eager candidates who have both experience and expertise in their industry.

IT'S ALL ABOUT THE DESTINATION:

by

Destination weddings, vacation, homes and more…. turn on any TV channel, or pick up a magazine at the checkout line of the grocery and you’ll be quick to see the craze for destination anything.  There’s something exotic and spectacular about traveling and visiting some of the world’s most unique and enjoyable resorts, restaurants, tourist spots and more.
What drives tourist to these destinations? Besides world class accommodations for a destination stay, service and cuisine.  The quality of service guest enjoy greatly determines their experience.  Do you have what it takes to develop a team of exceptional service providers who are keen to tune into the details that matter??  Or is your specialty behind the scenes preparing a multi course meal that encompasses the local flavors in an exceptional way?
Pacific Coast Hospitality is looking for top candidates to fulfill these destination like hospitality establishments.  From mountain resorts in Montana to the beaches of Hawaii, our job openings require trained and eager candidates who have both experience and expertise in their industry.

Job: Restaurant Kitchen Manager / Sous Chef

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We’re Pacific Coast Hospitality…we recruit the best, most qualified leadership talent for top hospitality organizations across the western U.S. and British Columbia.

photo: Seattle, WA — Pacific Coast Hospitality hospitality recruitmentMarket Seattle, WA

Job Description 

Do you want to inspire and enable people to eat healthfully and to make a difference in how healthy food is perceived? This small, upstart company offers ample opportunity to collaborate and contribute to the embodiment of their mission statement….”Delivering meals that nourish”. We are seeking a talented and ambitious Restaurant Kitchen Manager / Sous Chef who values being a part of a work “family” where everyone is treated with respect and boosted to live their best, who both enjoys and is experienced at creating and implementing systems as-needed to efficiently run a kitchen production cycle.  These systems include but are not limited to: creating menus from a database of recipes, shopping lists, prep sheets and organizing tasks to be executed and/or delegated to get the orders produced each week.

The Restaurant Kitchen Manager/ Sous Chef will be responsible for (but not limited to) the following management duties: ordering, organizing kitchen prep, cleaning, inventory, and presentation of product.  He/she will also be expected to actively work in kitchen duties including: prep, cooking, cleaning, etc.  There is also a need for refining recipes and documenting them to keep consistency.  As the position evolves and more staff is taken on, there will be more opportunity for creating new menu items and systems and less of the menial tasks.

Requirements Ideal candidate will have the following:

  • 3-5 years cooking experience
  • Some management / supervisory experience preferred but not required
  • Ability to produce while overseeing the quality and safety of production and managing others
  • Able to see when systems are needed or are needing improvement, and creating and implementing them
  • Must be able to work collaboratively and offer constructive criticism in a positive way to staff when more guidance is needed
  • Previous experience with production style cooking is a plus
  • Passion for developing and mentoring a team

Salary Range & Benefits

  • Salary – $38k – $42k (starting, based on experience level )
  • OUTSTANDING QUALITY OF LIFE BALANCE
  • PTO program
  • Quarterly Performance Bonus
  • Regularly Scheduled Performance Reviews
  • Someone with an ownership type mentality could find themselves being offered a share in the company sometime down the road!

Job Category Sous Chef / Kitchen Manager

Job Type Full Time

If this position seems like you – please click on this link to submit your resume and cover letter. https://www.pacificcoasthospitality.com/careers-in-hospitality/  We will contact you via telephone or email for an initial interview.