Here in Texas we’re all about good ol’ Southern hospitality and when anyone visits Austin, they are always surprised by how friendly we are. Not only will the locals charm you, but the restaurants will too!
With such a competitive restaurant scene in Austin (we had over 100 new restaurants open last year and over 50 close), it really comes down to not just the food that is served, but how it’s served. Austin’s top restaurant owners and chefs share their secrets to successful hospitality and how their service staff can be a great assistance from beginning to end.
“Hospitality is built on executing the basics day in and day out. I was raised on the Commander’s Palace cookbook, which had a quote from the Brennan family about the ABCs of running a restaurant, including laboring over soup stocks for days, keeping a clean bathroom, etc. All the things we never get thanked for but will sink us if we don’t do them! I find this attention to detail, coupled with a “yes we can” attitude, to be the foundation for opening restaurants and growing a culture based on principles that exceed guests’ expectations while preventing turnover and encouraging upward momentum. Life is hard enough, at times unfair and frequently expensive. Hospitality should be the fun, easy part of our lives!” – Andrew Curren, Executive Chef / Partner, ELM Restaurant Group (24 Diner, Easy Tiger Bake Shop & Beer Garden, Italic and Irene’s)
“Having great people and believing in the vision for the company. Our staff treat customers how they want to be treated.” – Jae Kim, founder and server at Chi’Lantro BBQ.
“I think the key to hospitality is to make the guest feel welcome and at home. I also think the small things really make a difference, like running a complimentary dessert out for an anniversary or birthday. We write out cards for people celebrating life events at the restaurant. It is important that we show them we care.
From the service staff perspective, it’s important that they really read the customer and listen to them. A customer will usually tip you off as to what they are looking for out of their dining experience. If a guest mentions they have a preference for a certain type of food or drink, the server needs to cater their dining experiences towards those preferences.” – Eric Silverstein, owner and chef of The Peached Tortilla.
“Hospitality is about exceeding a guest’s expectations on every level. Our service staff is incredible and that all stems from a solid knowledge base and authenticity of experience. Teamwork is key.” – Kris Swift, owner of Jacoby’s Restaurant & Mercantile & Grizzelda’s
“I don’t have a secret to great hospitality. In my opinion, the best way to offer great hospitality is to set out on your path with a very intentional plan of execution and care, and when you fall short make sure to lead with those same intentions when trying to dig yourself out.” – Andrew Wiseheart, co-owner and executive chef of Contigo & Chicon.