Section 1
Introduction: Increasing Food and Beverage Operation Revenues

HRGI helps its Food and Beverage clients improve customer service and control costs to ultimately increase revenues.

Our services are designed for a variety of restaurants, fast food, and specialty operations.

Clients can often have secondary food and beverage operations offered as part of their overall service. Such clients include private clubs, hotels & resorts.
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Continue to the next section to find out about how HRGI can help your operation reduce avoidable losses.

Section 2
Delivering Superior Customer Service: HRGI Evaluation, Analysis, and Training

A staff's level of customer service greatly effects the success of a food service operation in two respects.

In one respect, the quality of service provided by an establishment's staff is one of the most important factors in the customer's overall experience. Based on these experiences customers will make the decision to return again and also recommend the establishment to others..

In the second respect, the staff is the most influential in the amount customers will spend. It is they who make the presentation of the food/drink menu. And it is this presentation which will entice guests to make orders that are most profitable. Additionally, the staff is responsible for making sure customers are given every opportunity to order more food and/or drinks.

Structuring a food service staff to provide this type of superior customer service requires training at the front lines and an active role on the part of management. HRG accomplishes this through three key steps, discussed below.

STEP 1:
OPERATIONAL EVALUATION AND ANALYSIS WITH RESPECT TO THE CUSTOMER EXPERIENCE

We provide an in-depth evaluation and analysis of an establishment's customer service operation.

To do this, we extensively study how employees interact with customers, and evaluate their attitude, sales techniques, and dedication. Additionally, we send members of our team undercover posing as guests. They instigate various scenarios so we can obtain more in-depth information for our report.

Also included in our evaluation and analysis report, is the proposal of a customized training program to help make the needed improvements.

STEP 2:
STAFF TRAINING: THE "ART OF DELIVERING SUPERIOR CUSTOMER SERVICE"

In this step we actually implement the customized training program developed earlier. We provide each employee with appropriate training.

Our training programs are designed so that a staff is not just familiar with the training material, but can actively implement what they learn. We accomplish this by educating employees on not just how, but why, quality friendly service is beneficial to their own individual interests.

In addition to training employees, we can help management maintain the standard of customer service we establish in the the third step.

STEP 3:

DEVELOPMENT OF A "SERVICE ORIENTED INTERNAL CULTURE"

The role of management in the success of a customer service training program is essential.

80% of in-house customer service training programs fail in the first year. This is almost always because management was unable to follow-through with the demands of the training program.

Most employees cannot maintain high standards of customer service on their own. HRGI helps management keep employees focused in this respect. We make sure management is fully oriented with the model we put in place, and provide on going consultations as how to keep it in place.

One of the ways we do this is by helping to establish evaluation and incentive programs that management implements.

In addition to that, we help management establish a hiring process that seeks out employees who are naturals at providing friendly service to your customers.
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Continue to the next section to find out about how HRGI can help your operation reduce avoidable losses.

Section 3
Reducing Avoidable Losses: HRGI Inventory Control and Labor Cost Reduction

EVALUATION OF PURCHASING AND INVENTORY CONTROL SYSTEMS
High food costs and spoilage are common sources of waste in the food service business. HRGI evaluates a food service's purchasing methods. Based on this evaluation, we purpose a system for improved pricing and reduced waste (i.e. spoilage).

Additionally, HRGI evaluates and proposes improvements to inventory control as inefficiencies in such systems result in high levels of employee theft.

EVALUATION OF LABOR COSTS
Labor costs are often another unnecessary source of losses. HRGI helps its clients design a system that eliminates these losses through strategic scheduling, improved hiring criteria, and adjustments in employee wages.

Strategic scheduling. HRGI works with its clients to make sure a staff is working at optimum levels, by helping put together teams that have the best productivity levels.

Improved hiring criteria. By hiring employees that are least likely quit and work at efficient levels, significant savings can be realized. HRGI works with its clients to devise a system that effectively recruits the right employees.

Adjustment in employee wages. Paying employees at wages that promote quality service and lower turnaround can often result in ultimate savings. As an example, hiring at low wages may actually cost more, in the long run, than hiring outstanding employees with greater wage demands. These losses come in the form of retraining costs and low productivity costs. HRGI works with its clients so that such a system is in place.

FLAWS IN THE ORGANIZATIONAL STRUCTURE AND INADEQUACIES OF MANAGEMENT SYSTEMS
Making sure a staff is organized and managed by a structure that promotes productivity and cost-controlling is essential to accomplishing any of the above objectives. Management must have a vested interest in making sure the objectives are met and that employees follow the implemented systems and policies.
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Continue to the next section to find out about how HRGI can help your operation reduce avoidable losses.

Section 4
Market Analysis and Promotions Strategy

HRGI helps its clients implement the optimum promotion strategy, by researching the regional food service market.

We conduct a thorough survey to identify potential guests and competition, so our clients can work to position themselves for the greatest possible market share.
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Continue to the next section to find out about how HRGI can help your operation reduce avoidable losses.

Section 5
Additional HRGI Food and Beverage Services

Recipe documentation, cost analysis, menu pricing and menu copyrighting
We analyze menu recipes to see if an optimum balance between quality food and cost of production is in place. Pricing is evaluated to insure your profits are maximized while, at the same time, providing noticeable value to the customer.

We also offer full service menu copy writing, incorporating the above discussed strategies.

Promotional Photography
We can provide professional images of your food and beverage operation for brochures and other promotional circumstances.

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Executive Search Process

HRGI taps into its nationwide network industry winners to help clubs find top executives and world class chefs -- Click here to find out more about the HRGI Executive Search Division

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written by Richard C. Day, Chairman and CEO of The Hospitality Resource Group International

Our Services / Food & Beverage Division