In This Issue

* Feature Post
* Reader Feedback - Culinary School
* Reader Feedback - Miscellaneous
* Bulletin Board

THE POWER OF EDUCATION
I didn't realize the vitality of customer service until I immersed myself in the food and wine mecca. Of course it was important to me but I really didn't know what all the components were, to being truly successful. I am originally from the Midwest (Milwaukee, Wisconsin to be exact) and the lack of exposure many individuals have to some of the best training programs, food presentation and quality is incredible.

After spending 2 years in the Napa Valley, I finally realized what goes in to being the best. I have spent the last year managing at Tra Vigne restaurant. It is a high volume, casually elegant, Italian inspired cuisine with a California twist. And to get right to the point, I have realized that it is not just about providing customers with great food and similar service, it is about providing the experience. That to us is based on educating our customers about the food, where it is from, the philosophy of the chef, the idea of pairing food with wine, being able to describe wine in detail if need be to the table etc, etc.

During our pre-service night meeting last week before dinner, I asked our staff to tell me what they think is the one thing that truly separates us from the other restaurants in the valley. Why are we constantly busy, virtually year around. They told me education. We provide so much information about food, wine, customer service etc, every day that it allows us to be consistent. We instill a confidence in our servers that they bring to the table. This confidence allows them to be themselves tableside and enjoy their jobs. We constantly provide a fun, professional environment, where our staff enjoys coming every day.

When a family member comes in to visit, or one of our servers are entertaining, they always bring them to Tra Vigne. That right there shows us just how they feel about the environment they are all contributing to.

I must say the managers and owners of this restaurant have it right. I am leaving Tra Vigne and returning to Milwaukee in April to join our family restaurant and bring this type of training and education to my staff on a consistent level. Our family restaurant called Mader's German Restaurant has been at 1037 North Old World Third Street in downtown Milwaukee since 1896 and the one thing that has hurt us over this period of time is our slowly declining customer service. I am going to apply what I learned out in the valley of California and feel confident that this will allow us to emerge as one of the best restaurants in the country once again.

Your article (on service) was much needed and raises some great questions. It's all about 1.) Recognition, 2.) Environment (energy of the restaurant), 3.) Service and 4) Food.

Feel free to contact me if you would ever like any input or help in promoting some of these ideas.

TyMader@aol.com

There are many culinary schools in the land, some having a greater reputation than others. There are also many hotel/hospitality schools, some with greater reputations than others (don't forget Penn State and here in Northern Virginia, Northern Virginia Community College). There are also schools in Europe. What is one to do? What should one do first, continue formal education in a post high school institution or begin working in his chosen field?

Ultimately, only your son can answer this question for himself. But, Mom, you can help him look at all the facts. Write the schools, talk to available contacts, roam the web, check out the local professional chefs/cooks club, take some trips to check things out.

If your son has a crystal clear idea that this profession is for him, (hopefully he has had some hands on experience to base his decision) and he genuinely feels that he shall make it his life, encourage him to go to school. For these reasons:

1. He becomes educated and can talk the talk. He will walk the walk only when he has time and experience under his belt.
2. He has the 2 year or 4 year degree under his belt. This will always give him a sense of accomplishment and provide him with memories which help to sustain him as time goes on. (You will meet many people who comment that they wish they had finished their formal education and yet do nothing about it).
3. The academic programs give a sense of depth of the profession that does not come so easily or so soon when one has only hands on experience.
4. There is a built in network that can be utilized from the school alumni.

Of course, nothing substitutes like on the job experience. Everyone has worked with graduates or people who claim to be graduates of culinary schools, some were solid performers in the kitchen and some were poor performers. Like anything, it all depends on the person.

I would like to share two stories with you.

I once asked a neighbor of mine who was struggling to finish his Ph.D. Thesis, if he would be better educated had he gone to Harvard. He thoughtfully replied, "No, but I probably would have a better job". Go to the best school available and you can afford when and if you decide to go.

Another time, I was taking a class at the local university where the instructor was on the board of a rural electric co-operative. The co-op had just finished the hiring process for a new chief engineer. He described the process like this:

They got the word out to the appropriate places of their job search. Many replies came back. They selected five finalists, they came from MIT, Cal Tech and Norfolk U. The candidates who came from the prestigious universities were competent, intelligent, and interviewed well. The one from Norfolk U got the job. Unlike the other candidates, upon graduation, he did not get a comfortable job and do well in it, he got a job that needed him badly and in the process acquired patents and copyrights. It's not where you go to school, but how much you want to learn.

These two stories seem to go in different directions, yet they are both valid. I hope this helps your son sort out his thoughts.

David Braun

*****
Any more advice/stories/comments on the Culinary School decision?

Please write us at newsletter@restaurantreport.com

**Next Post

Initially when I entered into the restaurant business I was told that in order to make it, you had to be, excuse my language, an asshole. Since I wasn't one (I hope) I considered it a challenge to prove everyone wrong....for the most part I was correct in thinking this way....but in some instances...being to nice, forgiving, lenient, etc. leads to employees controlling you and not vice versa. Therefore, overtime I become more assertive, not aggressive, and my employees now respect me.

Finding a self confident, assertive, and outgoing employee has to be one of the biggest challenges of the restaurant business. The paperwork, ordering stock, being competitive in buying stock, maintaining a consistent product, and promotions, seem to be all second place when it compares to finding a long term, efficient, and team like employee base. ESPECIALLY IN THE RESTAURANT BIZ.

Ways to deal with it? Keep things evolving. Promotions, staff incentives, Interactive events that include the public and your employees. All these things make the employee feel as they're part of your business...not just working for it.

Chris Davidson - sonsetrt@sioux-lookout.lakeheadu.ca

P.S. -- Looking for any websites that offer "free" charts, documents, on portion lists, sanitation lists, staff guidelines charts, etc -- anything that a franchise uses to give to their employees a straight forward list on how things should be accomplished.

**Next Post

As a Foodservice Facilities Designer for nearly twenty years, I have come to find that many so-called "designers" have no insight to the needs of the person(s) they design for. In the case of Mom and Pop stores, the owner usually will know what is necessary to store, prep and cook the items on the menu. But, I ask, "Why spend upwards of a million dollars and not include the Chef's opinion"?

In the case of "Chain Stores", some have varying themes and menus', so the same equipment does not always work from restaurant to restaurant, nor do you find the Chef to have the exact same way of "taking it to the plate".

What I find, most always, is a Chef working in a kitchen that he or she had no input into the design, and this is one reason that your new restaurant has need of a revolving back door.

So, to put it bluntly to those who believe they are designers, "The Chef doesn't work for the kitchen, the kitchen must work for the Chef"!

And for those owner/operators (you know who you are), you really should go through the hiring process first. Find your Chef, let them help with the design process, and then build your restaurant(s). Your costs for initial design and operations will be far less, and you will find it unnecessary to install a revolving back door.

Anonymous

**Next Post - Re: 86'd menu item

I am only a culinary student but love useless little tidbits of information. I was told by a instructor of mine the term originated from the Delmonico brothers. The Delmonico brothers opened the first U.S. restaurant and the menu item they always sold out of was number 86.

Send newsletter feedback and comments to us at newsletter@restaurantreport.com

**Next Post**

Hi - I enjoy the emailed newsletter very much - topical and concise.

Can someone point me to a listing of the Trade Fairs related to food and restaurants that are coming up in the US and Europe - not only are they very useful to visit, but they can help write off the cost of travel when on holidays. Any leads to an on-line directory?

Ken Burgin
Restaurant Consultant - Sydney Australia
kburgin@ozemail.com.au

**Editor's Note:
Hi Ken -- here's a link to one of the best compilations of US trade events: http://www.nrn.com/happenings/what.htm
Does anyone know of a good source for international information?

**Next Post**

Dear restaurant owners and managers,

This is Donald Wun, who is instructor in Osan University in Korea. My field of teaching is restaurant management. I am ready to publish the book called "restaurant service". it contains like host and hostess, waiter and waitress service but I couldn't find many pictures related with service. If anyone can give me some help to collect pictures or can share pictures with me that would be appreciated. Thank you. May god bless you all and happy new year!

Donald Wun - donwun@hotmail.com

**Next Post**

I'm desperately looking for an article and statistics on bacteria that are found on money. I'd like to show this information to my employees, thereby reinforcing the importance of washing their hands before touching food.

So if you have any addresses that I could go and have a look, it would be very appreciated. Thank you for your help.

C.G. - gauc08@total.net

**Next Post**

I am currently attending school for Hotel-Restaurant Management. We are to do a paper about a problem within the Hospitality industry and I chose Intoxication (problems and prevention). I was wondering if you knew where I could get useful information about this topic. It would be greatly appreciated!

Thank You,
Marisa - Mluvpigs@aol.com

**Next Post**

I am looking for the e-mail address of Mark Woll / New York CIA 1990-1992 trainee in The Netherlands 1991

Thanks,
Frans Kouwenhoven - fkvitrina@imedia.ru
Dutch (now living in Moscow)

*****
Note @ the Bulletin Board: If you can lend advice/assistance/comments etc. please respond to either the individual directly or to us at newsletter@restaurantreport.com We'll summarize and post responses that we receive that would benefit the group.

NOTE: Please feel free to pass this newsletter along to anyone you feel it would be of value. You have our permission to print it out or email it to others as long as it is sent in its entirety including this message and the copyright below.

Copyright 1999 Restaurant Report
http://www.restaurantreport.com