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A Bakers Dozen

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A Bakers Dozen Powered By Docstoc
					Make It Perfect
 Beginning in 1980
3   Strikes
  Food Service Business
  Under-Capitalization

  Economic Recession
                             Pacific Coast Restaurants

$140,000,000




$120,000,000




$100,000,000




 $80,000,000




 $60,000,000




 $40,000,000




 $20,000,000




        $-
               1980   1983   1986   1989   1992   1995   1998   2001   2004   2007(Est)
     GRAVEYARD OF RESTAURANTS - 107 TOTAL
Anchorage/Salty's Willamette     Damon's
Atwaters                         Delphins
Bacchus                          Engine House Pizza
Balvo                            Family Supper
Beaches (Beaverton)              Farrell's (5)
Beachshack                       Fathers
Benjamin's (Schwartz Brothers)   Fernando's Hideaway
BJ's Pizza                       Fiddleheads
Boston Market (6)                Fish Grotto
Carrow's                         Flakey Jakes
Casa La Pita                     Foothills Broiler
Chart House (Vancouver)          Front Row (Friday's)
Chevy's                          Gotham Street Tavern
Chili’s                          Grandma’s Table
Couvron                          Harrison's
California Pizza Kitchen         Hot 'n Now Burgers (6)
Cucina Cucina                    Houlihan's
     GRAVEYARD OF RESTAURANTS - 107 TOTAL
Il Fornio                   Sayler's (Beaverton)
Jazz De Opus                Sea Galley (5)
Johnny’s Greek Villa        Sizzler (5)
John Ryan Restaurants (5)   Spaghetti Warehouse
Kenny Rogers Roasters (6)   Stuart Andersons
La Casa Real                Sylvia's
L'Auberge                   Taylor Vaughns
Mazzi's                     The Corner Table
McCalls                     The Keg (4)
Noodles                     The Roadhouse
O'Callahan's (5)            Tony Romas
Oritalia                    Toulouse
Piatis**                    Trader Vic's
Ponchos                     Victoria Station
River Queen                 Waddles
Rustica                     Yaw's (3)
Rusty Pelican               Zefiro
     Barriers for Out of State
           Competition

 Oregon Minimum Wage
 Tip Credit
 OLCC
   TOTAL EMPLOYMENT

       WE EMPLOYED 2,200 PEOPLE
        COMPANYWIDE

           1880 HOURLY EMPLOYEES

           180 MANAGERS

           40 CORPORATE
   2009/2010 NEW RESTAURANT
    OPPORTUNITIES

   NEW HIRES

       360 HOURLY EMPLOYEES

       28 MANAGERS
        Server’s Section Sizes

 4-5   Tables Max!

 The   One Up System

 More   Personalized Service
  HOT FOOD ON HOT PLATES




COLD FOOD ON COLD PLATES
The Solo Diner
Guest Service


 The bar is high
 Yes is the answer, what’s the question?
 Ticket time goals
 Split dinners
 Off the menu – no problem
    100 Club
   When a server, host, or
    bartender completes a list of
    100 recognizable regular
    guests, they receive $100
    from the owners.
Promptness

It’s a product!
   Checklists




Like pilots and their
     airplanes
Deferred Maintenance
   Is Not An Option
         Relationships with
          State Agencies
 OLCC
   They loved us.


 County Health Departments
   They loved us even more!

      Constant praise

      They used us for their training!
Bathrooms
   Cleaned and stocked every 15 minutes
Parking Lot - Landscaping
Profit formula

   Waste, theft, portion control




   Pennies, seconds, ounces
Interviewing

   Behavior-Based Program

   Three interviews and a reference check for
    all hourly positions

   Up to six interviews for managerial
    positions
Managers Acquired From…

   Chili’s           Macaroni Grill
   Red Robin         Chart House
   Red Lobster       California Pizza
   Olive Garden       Kitchen
   TGI Friday’s      Spaghetti Factory
   McCormick &       Hilton Hotel
    Schmick           Skamania Lodge
   Tony Roma’s       Double Tree
Training
 Managers: 11 weeks
 Chefs: 9 weeks
 Dishwashers: 15 hours
 Hosting Staff: 17 hours
 Servers: 53 hours
 Bartenders: 90 hours
Uniform and Grooming Standards
   Non Negotiable!
Mentor Program
   All new general managers and chefs are
    assigned a mentor to guide them through
    their first four months.
Bob Farrell
   We have him!
             Pacific Coast Restaurant Experience By Store
Henry’s Tavern                  9    80 yrs   Lloyd Center Stanford’s     7   36 yrs
Wash. Sq. Newport Bay           5    76 yrs   Southcenter Stanford’s      6   34 yrs
Portland City Grill             12   75 yrs   Manzana Lake Oswego         7   33 yrs
Clackamas Stanford’s            6    64 yrs   Airport Stanford’s          7   29 yrs
Walnut Creek Stanford’s         7    57 yrs   Mall 205 Newport Bay        7   28 yrs
Newport Seafood Grill           7    56 yrs   Vancouver Newport Bay       5   28 yrs
Jantzen Beach Stanford’s        7    48 yrs   Manzana Pearl District      6   28 yrs
Kruse Way Stanford’s            7    48 yrs   Salem Newport Bay           5   27 yrs
Tanasbourne Stanford’s          7    47 yrs   Tigard Newport Bay          5   19 yrs
Southcenter Newport Bay         6    44 yrs   Tanasbourne Newport Bay     6   19 yrs
Riverplace Stanford’s           5    42 yrs   Jantzen Beach Newport Bay   5   19 yrs
Manzana Bellevue                8    41 yrs   Gresham Newport Bay         5   18 yrs
Riverplace Newport Bay          6    39 yrs   Billy Heartbeats            3   9 yrs
Portland Steak & Chophouse      6    38 yrs
                             Total years PCR Experience 1082
    The Learning Organization



 Market research trips
   We studied 68 restaurants in 72 hours in Las
    Vegas in one year.
 All dept heads’ are members of professional
     organizations.
Secret Shoppers

   Not an outside agency; our own customers

   A program by our design

   Every restaurant 5-7x per month

   Bonuses tied to scores
Guest Complaints

 Opportunities
 Only 1/20 will tell us, the other 19 just …
 All of the 19 will tell 10 others …
 Manager runs all send backs
 Manager connects with the guest
Comment Cards
 Every table gets them
 Everyone reads them
   District Manager

   Marketing Director

   Vice President

   President
Vendor Relations
 We’re raising their bar.
 Purveyors who have told us they are better
  for having served us:
    Pacific Coast Fruit

    Kwik Kopy

    Fulton Meat Co.

    Ocean Beauty - Vendor of the Year
TURNOVER


   50% REVERSAL
 EMPLOYEE
SUGGESTIONS




The Grand Idea!
The Hidden
$20,000.00
   SALES SLIPPING?




Focus Groups….FOUR OF THEM!!!
   THE ACE HARDWARE
         MODEL
  “LEAD AND FOLLOW”

“CUSTOMER QUARTERBACK”
KAIZEN



 改善
   CONTINUOUS
IMPROVEMENTS AND
   INNOVATIONS
DAY AFTER DAY
Customer Service
     Icons
Mission Statement


Make    It Perfect
 Everyone understands   .
Making It Perfect Every Time!

				
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