Agenda
Challenges
Member Experience & The Future
Food Our Driver & Going Forward
Innovation Versus Creativity In Your Program The Difference
Why Innovation Is Paramount To Delivering The Member Experience And Keeping The Team Engaged Change With Purpose
Taking The Essential Needed Culture And Retooling For A New Work Force
Leadership And The Need To Relearn Cause And Effect
Humble beginnings are Humbling
Career Snapshot
George St Jacque in Paris – Café Royal - Browns Hotel
• COG
• Delivery Issues
• Labor Challenges Finding Talent Managing the Team
Challenges
Work Life Balance Adjusting your Business
Highest Cost in our Operations
• Management Challenges
• Expectations
• Economic and Societal Pressures Colliding.
• Unprecedented Cultural Divisions
• Navigating What is Called The New Normal
We Are In The Hospitality Business
A Simple Thing Called Delivering
“The Member Experience”
Baby Boomers & Generation X PRESENT
How Do We: Respect the Past Serve the Diversity of the Present Embrace the Future While Pleasing Everyone
Can we truly please everyone in all we do in a Member Driven Business?
OUR FUTURE?
Millennials, Generation Z & Generation
Outlook on Life
Trends
Social Media
What is In and What is Not
Taste
Travel
Media Influenced
Social and Experiences
Entitlement
What is Ahead
Representing 13% of the US population and counting, Gen Alpha consumers are more diverse than every other age demographic. This generation expects the diversity they see in their peers to be reflected in all efforts
Gen Alpha will grow up “immersed in a mobile reality,”
We will need to create seamless digital experiences across platforms. Gen Alpha will be a all tech and mobile-first generation
FOOD: Ever Changing – Touches Everyone
Very Subjective
Consumers Demands For New Flavors, New Items, More Convenience, Watching Social Media Creations Drive and Create Trends Short Term and Long Term.
Global Flavors Plant Based Products & Other Dietary Foods
Starbuck Oleato & Other Hot Drinks Want it Faster & Better
Have it Thier Way Waffles And Waffles Irons
Ridiculous Food Reels not Pictures
Trends Or Not
Personal Health Needs
Pickle Ball
AI & Tech in Place of Labor
Co-Work & Play Spaces Restaurants Clubs
More Sports / More Social Events
More Convenience
Tipping Yes or No
New Vegetarian and Vegan
Farm to Table
Delivery Systems
Food to Go
Food Trends or Not
New Urban Tacos
Nuanced Burgers
Nuanced Pizzas
Insects ??
Salsa Macha and Other Pickled Fruits
Florals and Different Milks
Spices in Pastry
Nuanced Lobster
Nuanced Dishes Familiar Dishes Has Trust Factor Is Different In the Style Of
Summer Pizzas
Tomato & Peach Pizza
Nuanced Pizzas
Georgia Peaches / Heirloom Tomatoes / Whipped Herb Ricotta / Fresh Mozzarella & Hot Honey
Summer Truffle & Mushroom
Variety of Roasted Mushrooms / Fondue of Pecorino / Mozzarella / Summer Truffle / Olive Oil
Spain
Roasted Piquillo Peppers / Garlic / Oregano/San Marzano Tomato Sauce / Serrano Ham Young Manchego
Cheese / Olive Oil
Eggplant Pizza
Roasted Local Eggplant / San Marzano Sauce Burrata / Olive Oil Basil Parmesan
“Innovation” is Paramount To Delivering The Member Experience
Innovation vs Creativity
There’s a lot of confusion surrounding creativity and innovation.
“Creative types,” in particular, (CHEFS) claim that creativity and innovation can’t be measured.
Performance and how we are measured, however, demands quantifiable metrics so you can identify what success looks like.
In a culinary and technical world that changes every day, it’s imperative that chefs especially figure out the difference between creativity and innovation for long term success.
Innovation vs. Creativity
The main difference between creativity and innovation is the focus.
Creativity is about unleashing the potential of the mind to conceive new ideas.
Our creative concepts could manifest themselves in any number of ways, for chefs, they become something we can see, hear, smell, touch, and taste for FOH it’s the visual the ohs and ahs.
Creative ideas can also be thought experiments within one person’s mind.
Creativity is subjective, making it hard to measure and making opinions along with personal preferences drive decisions.
Innovation vs. Creativity
Innovation, on the other hand, can be measurable.
Innovation is about introducing change and new (creative) concepts that can become viable and have sustainability and add to your member experience.
By identifying opportunity to brand, create change to enhance the member experience or an unmet need, your club can use innovation and apply its creative resources to add value or build top line revenue.
As chefs or F&B leaders we often chase creativity.
What we really need to pursue is innovation.
Theodore Levitt puts it best: “What is often lacking is not creativity in the idea-creating sense but innovation in the action-producing sense, i.e. putting ideas to work.”
Innovation vs. Creativity
Creativity
• Not always sustainable
• Here today gone tomorrow
• Not always sensible
• Is an expression of oneself and their thoughts or taste
• Ego or its cool driven
Innovation vs. Creativity
Innovation
• Foundation
• Sustainable
• Has a greater purpose
• Is an expression of oneself but thought out with practicality and the larger picture
Innovation vs. Creativity ?
Innovation or Creativity?
Innovation or Creativity?
Innovation or Creativity?
Todays Innovation – Tomorrows Inspiration
Why don’t we innovate or push forward?
o We Hear Members Do Not Want Change
o Lack of Trust
o Fear of Failure
o No Tolerance for New Ideas
o Rigid Member Cultures
o Old Guard
Todays Innovation – Tomorrows Inspiration
•Why we need to innovate
• What happens outside our clubs' matters
• To create the member experience time and time again
• Have our members think of their club first when planning to dine out or celebrate with F&B
• Rather than merely keeping our club status quo, innovate, create and keep a member along with gaining new members
Conceptual Thinking
• Taking a step back to see the bigger picture at hand, drawing connections between the different aspects of a situation and seeing the bigger picture.
• Instead of jumping headfirst to a project or a big event, new concept understand why you are doing it.
• How does it relate to the club an its members as a whole and how does it affect the team which will have to execute?
• The ability to ‘think outside the box’ and bring ideas to the table is important.
Conceptual Thinking
• Disregard your expertise & ego – When your vision is based on your perceived expertise it is clouded and you may why think why it will NOT work rather than how we can get it to work.
• Perfection is a nice goal but not realistic and stops us from innovating, new concepts with over 70% success is great!
• Get your teams input and buy in is critical for long term success.
• We don’t know what we don’t know, read, learn, look at other industries, social media and certain trends even if a bit crazy.
• Continuing education is paramount to staying in the forefront.
Conceptual Thinking
Conceptual Innovation
Conceptual Innovation
Conceptual Innovation
Conceptual Innovation SessionsROI
Conceptual Innovation Sessions – Have an ROI
Innovation Sessions ~~~ ROI
InnovationMarketing Concepts
that fill a market niche or growing lifestyle change
• Food Halls
• Home Food Deliveries
• Uber / Lyft
• Plant Based Foods
• EV
• Global Flavors Across all Segments
• Reels
• Technology Ordering
Marketing
Taking Known Favorites Events & Food And Reinvent Them
• Cover Bands
• Opening Weekend
• Holiday Long Weekends
• Italian or Global Nights
• Display of Foods and Over all Presentations
• Outside Concepts into Club Reality
• Dine Around vs Buffets
Innovation Marketing
• Market Your Concept to the Members
• Think out of Box
• Send Reels / Pictures / Menu Teasers
• Display of Foods and Over all Presentations
• Dine Around vs Buffets
New Culture For A New Workforce
State of Our Labor
•Where are the people who want to work?
• Where Are All The Cooks & Chefs?
• Hospitality Challenges
• Pay
• Benefits
• Work Life Balance
• Training
• Connection to Employer
• Changing Focus Of Culinary Schools
• Career Paths
• Unionization
• International Programs H2B – J1
• 87% of end users say working in the restaurant, hotel & resort, private club & hospitality industry is a difficult job that many do not understand.
• 84% of industry operators say taking care of their employees' mental health is important to them, and almost half are starting to offer mental health benefits like access to a therapist, safe spaces, and stress days.
• 56% of companies are experimenting and trying the three- or four-day work week. Many prominent companies, luxury hotel chains are mandating all salary personal a five-day work week.
• Cooks Have the Third Worst Job in America according to studies.
• Faced with rising instances of customer or member abuse, some employees are rethinking the "customer is always right" mentality and pushing back.
• Over 70% of hospitality employees were the least likely out of all industries to feel valued at work.
Key Factors
• Customer rudeness
• Unrealistic needs and wants from customers
• Work environment
• No appreciation
• Over worked
Labor Culture to Include
Onboarding
Keeping It Real
Flexible Schedule
Recognition
Communication
Challenge – Labor Culture to Include
Communication
5/10 % Program
Sense Of Purpose And Sense Of Well-being And Engagement.
Provide More Than Just A Job.
“Have Meaning”
People First Hiring
Be an Effective Ally
Culture to Include
• Provide Constant Learning Opportunities
• Don’t Assume Money Creates Meaning
• Sense of Belonging
• 3 Ways to Increase Motivation (autonomy, mastery and purpose)
• Foster Meaningful Working Relationships
• Create A Strong Employer Brand
• R.A.F I random acts of fun
Labor Culture to Include
• Create the Experience
• Team Member Hospitality
• Do it Different
• Modify but Deliver
• Develop the Star Power
• Internal Marketing of your Team
• Output vs Input
New Culture - New Results
Summary
We As Leaders need to Relearn Our Role
• No More Having All The Answers
• Understand Team Member Works And Their Roles
• From Expert To Connector
• Focus On Outcomes Not The Output
• Passion For Collaboration
• Casual 1 On 1 Meets
• Jump In Or Support
• Dictate Solutions Or Assist
• Team engagement
New Management & Leadership
• Make team members feel respected in their role.
• Equality
• Time and how time is spent
• New communication channels
• Create value in the workplace
• Management team needs to reflect its leader
• Set the example every day
• Simple manners will go a long way
• Have Their Backs
• Practice RAK –random acts of kindness
CREATING A New CULTURE
Be felixable / supportive and ensure balance for best outcomes make your team feel included In the Big Picture
Give Team members A
Sense of Purpose Make Sure
Everyone has a sense of belonging
Reconize and embrace team MeMbErs for who thEY are
Communicate in various ways to show emotional intelligence
Jack Welch, The Former CEO Of General Electric Famously Said.
“Before You Are A Leader, Success Is All About Growing Yourself.
When You Become A Leader, Success Is All About Growing Others.”
Summary
• Clubs need purposeful change that creates opportunities for growth and attracts future members while still pleasing the present demographic.
• Innovation & Leadership Drive Success
• New Employee Culture
• Learn From The Commercial Sector And Adapt As Needed.
• Keep Current
• Stay Connected
• Have Passion
• Balance In Hospitality Is Important
• Relationships Matter
• Deliver the Promise
Thank you
