Restaurants spend thousands of dollars trying to attract new guests through paid social campaigns, public relations, partnerships, promotions, and digital advertising. These tools can have value, but the most powerful marketing resource a restaurant has is already seated in the dining room. When guests receive exceptional hospitality, they return. Even
Getting a new guest through the door is a win. Getting them to return creates long-term growth. The first few visits often determine whether a restaurant becomes part of someone’s routine or remains a one-time experience. At the restaurant group I co-own, we use a simple three-visit strategy that combines
Restaurant reservations have become a higher-stakes commitment for both guests and businesses. Across the Bay Area, cancellation fees are climbing as restaurants respond to late cancellations, shrinking party sizes, and empty tables. Some local restaurants now charge as much as $75 per person when guests cancel within the stated window.
The recent lettuce recall is a powerful reminder that every restaurant needs a comprehensive food safety response system in place long before an alert ever arrives. Recalls rarely come with much warning, and when they do occur, the difference between a controlled response and a chaotic one often comes down
A recent San Francisco Chronicle story highlighted a Hayes Valley dessert cafe drawing 10 p.m. lines longer than nearby bars. Guests still want to go out, but they are not always looking for a full dinner, a big check, or a long reservation. Sometimes they want a dessert, a coffee,
Personalized loyalty programs have become one of the restaurant industry’s most effective tools for building guest relationships. Whether it’s a birthday reward, a welcome offer for new members, or a promotion designed to bring back guests who haven’t visited recently, restaurants increasingly rely on customer data to create targeted experiences
At the recent Rewiring Hospitality conference, EyeSpy CEO Mistie Boulton heard a message that resonates deeply with the EyeSpy training philosophy. Several speakers returned to the same fundamental idea: Hospitality is not the same as service. Service is what you do for guests. Great hospitality is about how you make
The restaurant industry has spent years trying to predict what will bring guests back through the door. While inflation, labor challenges, and shifting consumer habits continue to shape the landscape, guests are being far more selective about where they spend their dining dollars. Three things that will get them out
Walk through Outside Lands today and you’ll encounter festival-goers debating the merits of a chef collaboration between State Bird Provisions and local wine makers with the same passion they reserve for headlining musical acts. At BottleRock Napa Valley, guests plan their entire day around exclusive dining experiences and craft cocktail
San Francisco’s proposed outdoor smoking ban is still making its way through the legislative process, which means it has not taken effect yet. If passed, the ordinance would become effective 31 days after enactment, giving restaurant and bar owners a relatively short window to prepare. If it passes, owners should
Bi-Weekly Hospitality Business News & Strategy Advice
