I help hospitality operators become leaders, building competitive businesses while maintaining high quality and consistency. As both a former cook and restaurant critic, my 20 years of unique cross-industry experience offers strategic and sustainable solutions to help you avoid the high cost of staff turnover, capitalize returns, and grow customer loyalty.

QUALITY

Holistic analysis of customer-facing operations.

Because hospitality relationships are built by providing a quality dining experience, and doing it consistently. No restaurant can afford to hear a regular customer say, “this place used to be so good.” Using a collaborative approach, we will strategize to increase guest confidence and loyalty in order to grow revenue.

  • Analyze operations — quality, consistency, efficiency, service, customer experience

  • Highlight strengths to capitalize, weaknesses to improve

  • Identify knowledge and resource gaps

  • Reduce menu sprawl, and with it, food and labour costs

  • Identify revenue opportunities

  • Implement strategic solutions that bolster customer loyalty

STAFFING

Detailed planning for the implementation of staff retention strategy.

I’ve been researching hospitality’s staffing challenges since 2015. My current study of operators who have embraced innovative employment models demonstrates an enviable ROI — they have solved the problem of staff retention. Not every restaurant is ready for open book management, profit-sharing, a shift away from tipping or a hybrid limited-service model. But no restaurant can afford the cost of high staff turnover, or the diminishing returns of under-skilled applicants. Many leaders understand the need to future-proof their business by investing in the growth of long-term employees. They just want to do it right.

  • Assess current effectiveness of service & employment structure to understand site-specific challenges

  • Research and strategic advice on improving employment/service framework

  • Conduct price elasticity study of client’s product

  • Engage management to support implementation

  • Development of communications strategy for integrating diner expectations with shifts in operations