Mark Braver and Ken McGarrie share how authenticity, genuine engagement, and robust training can significantly enhance the guest experience in the restaurant industry.
Give An Ovation is the podcast where we interview restaurant owners, operators, and experts, to get their strategies and tactics so that you can deliver a 5-star guest experience. Available on all major podcasting sites.
In this episode of “Give an Ovation,” host Zack Oates welcomes Mark Braver and Ken McGarrie from The Fifty/50 Group Consulting to discuss the critical aspects of guest experience in the restaurant industry. Mark and Ken share insights on the importance of authenticity, training, and building a genuine culture of hospitality. They delve into how the Fifty/50 Group’s diverse concepts and consulting arm work together to elevate the dining experience. Learn practical tips and strategies to improve guest satisfaction and loyalty.
Here are some highlights:
What is the most important aspect of the guest experience?
“I think it’s interesting these days. It’s kind of back to the basics. It’s feeling like you’re in an authentic situation with the people that you’re dealing with at a restaurant. Back in the day, when Ken and I were working in restaurants, on the floor all the time, to me it just seemed obvious to look somebody in the eye, say hello, greet them warmly. And I think, you know, there’s probably a bit of a generational shift, maybe pandemic-induced a little bit, where we’re back to teaching those basics of how to make somebody feel warm.” – Mark Braver
What’s a tactic you’ve used to improve the guest experience?
“I was even on an assessment and literally I overheard one of the owners call because someone always puts in the same order each week and found out that half the order came in and wanted to make sure that it wasn’t incorrect. He called the person at home and found out that the person had just had a death in the family, so they had gotten a small order and were setting out to the funeral.
And he was like, ‘Oh my God, I’m so sorry. Let me go ahead and send you an extra dozen of our product so that you can have something when you come back.’ And it was just an amazing level of engagement and it’s the reason that this place has a line out the door every single day.” – Ken McGarrie
Who’s someone in the industry that deserves an Ovation?
“Yeah, you already plugged him. It’s Will Guidara. You know that was the most impactful book I read last year, hospitality or otherwise.” – Mark Braver
Learn More
To learn more about the Fifty/50 Group, visit https://www.thefifty50group.com/consulting/.
Thanks for reading! Make sure to check out the whole episode, as well as other interviews with restaurant gurus by checking out “Give an Ovation: A Podcast For Restaurants” on ovationup.com/podcast or your favorite place to listen to podcasts.
