better different AND
TA PA S & TA C O S
the BABALU way letter from the partners
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values
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culture
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goals
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that one thing
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hospitality vs. service
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better & different
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value proposition
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From Bill & Al
Company Values At BABALU tapas & tacos we are building a unique and exceptional experience for our guests, employees and the communities we serve. To do that, we all must align around and model specific behaviors, attitudes and operating principles – what we call our “VALUES.” Guests: We make guests happy. Teamwork: We are individuals working together to attain a common goal. Personal Responsibility: We never say “it’s not my job.” Quality Work: We effectively commitments each and every time.
deliver
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Quality Products: We provide superior quality at all times. Integrity: We adhere to the highest standards of integrity and ethics and understand that anything less is unacceptable. Stakeholders: Our decisions, actions and behaviors are always in the best interests of our stakeholders (guests, employees and investors). Employees: Our goal is to take care of the people who take care of our guests… through career opportunities, a unique - innovative culture and a supportive environment. Investors: We will be excellent stewards for our investors; we remain top of mind that they chose us – invested in our Company! Communities: We will be active, supportive and involved in the communities we serve. By living our values every day, we create the exceptional experiences that keep our guests coming back to our restaurants, facilitate an exceptional work environment for our employees and add value to the communities we serve.
Company Culture Our company culture is built around one goal… “Make Guests Happy!” It is our belief that if our guests are consistently happy, then we are doing the right things – the right way – at the right time. If we put our guests first in our strategies, plans, behaviors and actions, we will all be successful.
guests team members h o s p i ta l i t y & culinary managers g.m. & executive chefs support center executive management
As you can see, our Company is built on serving and supporting those who serve our guests. This philosophy/operating principle guides our strategies and priorities and serves to clarify our expectation for every Team Member.
Company Goals The primary goal of BABALU tapas & tacos is to provide Guests with an experience that exceeds their expectations: Food and Beverages that are noticeably better and different than other restaurants. Fresh, locally sourced ingredients… farm to table Chef driven – scratch kitchens Hospitality that is remarkably friendlier and more responsive than other restaurants A restaurant that is noticeably cleaner than other restaurants The way we provide this to our Guests is through you…
our most valuable asset (our people).
BABALU tapas & tacos offers opportunities including a fair and competitive wage package and unlimited future growth. These opportunities are often seen by those who: Display eagerness in helping to achieve our company goals. Understand the importance of each and every Guest. Are willing/seeking to learn more about their jobs. Perform their jobs to the best of their ability. Have the ability to work as a Team. Consistently displays high levels of dependability and integrity.
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how d
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t hat one t hing. . . We have one goal every day. It is more important than anything else we do. That goal is to
Make Guests Happy! Without our guests, we have no purpose. This requires a few things from every Team Member. The Ability to Genuinely Listen: You must know what the guests want in order to provide them with exactly what they want; eye contact is essential in achieving this goal. Passion for Hospitality: You should get a thrill from seeing someone leave happy. Follow Through: You cannot tell someone you will take care of him/ her and then not come through. This is extremely disappointing to the guest - could potentially cause the guest to lose trust in you but also may cost you and the Company a guest. Anticipate: It is our responsibility to anticipate every guest’s needs. “Love To” Attitude: You can perform a task a million times, but it will not have as much impact as doing it just one time with a great attitude.
The Moment of Truth (noun). The precise instant when a Guest comes into contact with any aspect of your business and, on the basis of that contact, forms an opinion about the quality of your service and potentially the quality of your product.
h o s p i ta l i t y
V
The emotional component that makes the guest feel appreciated, special, better about himself/herself for having dined with us… providing a friendly and generous reception while entertaining guests.
Hospitality earns the next visit.
(If it is remarkable, hospitability will make the food and beverage better than it actually is – or worse if it is unremarkable).
the R E S U L T S
Roughly 8 in 10 respondents “definitely” would recommend BABALU. 58% of respondents rated BABALU as one of their “top places to eat” or as one of their “favorite places to eat.” Words/Phrases associated with BABALU: Great food (53%) and great service (33%) were the most associated with Babalu.
service
S
The mechanical process getting the guest what they want when they want it.
Service validates the current visit.
4 out of 5 4.5 out of 5
4 out of 5