At Your Service, Spring 2013

at your

Official Magazine of North Carolina Restaurant and Lodging Association

Service Christina Larson

Distinguished Leadership at LongHorn N.C. Beer Month Greg Hatem’s Empire Expands Stopping Slips and Falls

April 2013 Issue, Vol. 2, Issue 1 www.ncrla.org

table of contents in every issue

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Letter from the Chair NCRLA Chair Brad Hurley

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New Members NCRLA welcomes new members from across North Carolina Benefits of Membership in NCRLA Advocacy and legal advice are just two of many ways NCRLA can help you

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Upcoming Events Network with North Carolina’s hospitality industry leaders at one of NCRLA’s upcoming events

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A la Carte A sampler of hospitality-related news stories

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Letter from the President NCRLA President Lynn Minges

features

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Keep it Green NC GreenTravel helps businesses: Saving green by going green

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What’s Cooking Christina Larson shares her favorite recipes: Steak Au Poivre and Garden of the Gods Potatoes

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Home Grown Savor NC helps North Carolina’s restaurants: Buying and promoting our state’s agricultural products

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Sure Footing How to keep slips and falls from bringing your business down

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What’s Brewing N.C. Beer Month celebrates state’s exploding beer scene

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Excellence in Education Jacksonville’s Elizabeth Wilsey wins the 2013 North Carolina ProStart Educator Excellence Award

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Food Safety News Adoption of the FDA’s food code means changes in food storage

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Movers and Shakers Greg Hatem prepares to expand his Empire

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Secrets of Success NCRLA’s Hospitality Workers of the Year inspire with dedication to service

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Legal Bites Commonsense Consumption: Food Tort Liability Law in North Carolina

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Scoring with Social Media Marty Kotis says social media’s real-time feedback means better service for guests

Service with Distinction Christina Larson’s passion for service means success for Darden Restaurants

Commercial Photography Food Photography Weddings Corporate Events Videography www.IWPphotography.com 919-270-2510 888-504-9184 mica@iwpphotography.com

letter from the chair Taste of North Carolina recognizes savvy, forward-thinking individuals In the Winter edition of At Your Service, I mentioned that the annual Taste of North Carolina is my favorite event of the year. This year’s Taste, which took place at the grand Carolina Inn in Chapel Hill on Feb. 18, certainly lived up to my expectations, and I hope it lived up to yours too. With more than 350 hospitality leaders, all networking and sampling everything from shrimp and grits to sweet potato vodka, this year’s event was our biggest yet.

The highlight for me, as always, was the Industry Awards. North Carolina’s hospitality industry is teeming with savvy, forward-thinking individuals like Ron Morin of Grove Park Inn in Asheville, our Lodging Operator of the Year; Alan Hilton of S&D Coffee in Concord, our Hospitality Supplier of the Year; and Greg Hatem of Empire Eats in Raleigh, our Restaurateur of the Year. You’ll find out more about Greg, and how his restaurant business grew out of a talent for economic development, in the Movers and Shakers section of this magazine.

It was a special pleasure to present the Griff and June Glover Award for Distinguished Service to Christina Larson, the 2012 NCRLA chair and the subject of this edition’s cover story. I also had the pleasure of presenting NCRLA’s employee awards to Megan Quesenberry of The Lodge at Ballantyne and Roy Durham of Rocky Top Hospitality.

Megan and Roy represent the ideals of service and dedication that NCRLA espouses.

You can find out more about Megan and Roy in the new Secrets of Success section of this magazine.

Thanks for being a part of NCRLA during this exciting time. I’m proud and honored to serve as your Board Chair.

Brad Hurley

At Your Service Volume 2, Issue 1 An official publication of the N.C. Restaurant & Lodging Association© OUR STAFF President & CEO Lynn D. Minges Chief Operating Officer Alyssa Barkley, IOM Operations Manager Patricia Hendrickson Government Affairs Manager Whitney Christensen, Esq. Membership Administrator Sherry Riley Marketing & Communications Manager Karen A. Mann Education Programs Manager Ranita Bullock General Counsel & Lobbyist Frank Gray Printer Chamblee Graphics, Inc. Graphics and Design Paige Happel Friddle Creative Concepts & Solutions, (336) 908-0966 or paige-css@triad.rr.com BUSINESS OFFICE 6036 Six Forks Road Raleigh, N.C. 27609 Phone: (919) 844-0098 Toll free: (800) 582-8750 Fax: (919) 844-0190 For advertising and sponsorship inquiries, contact Marketing & Communications Manager Karen A. Mann at kmann@ncrla.org, (919) 844-0098 or (800) 582-8750

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Keep it Green

NC GreenTravel Helps Businesses saving green by going green Going green isn’t just about being environmentally friendly. It can also save your business cash. Studies have shown that businesses that incorporate green practices in their daily operations are much more competitive in today's marketplace.

The NC GreenTravel Initiative is a no-cost and non-regulatory program that recognizes tourism businesses across North Carolina for adopting green practices. More than 50 hotels, restaurants and attractions are part of the program. The program also provides technical assistance and support in adopting additional environmentally friendly and cost-saving measures.

Once the points are tallied, businesses are awarded recognition on one of three levels based on overall score. Applicants that are recognized by the NC GreenTravel Initiative will receive a wall certificate and door decal indicating they have met the criteria for recognition. Recognized businesses will also be listed on the NC GreenTravel website and other listings that use NC GreenTravel to identify green accommodations.

Businesses seeking recognition by the NC GreenTravel Initiative can submit an online application, available at www.NCGreenTravel.org, which features categories related to recycling, energy management, water conservation and other green actions, along with an associated score.

To learn more, contact Tom Rhodes, NC GreenTravel program coordinator, at tom.rhodes@ncdenr.gov or 919707-8140; or Alex Naar, Director of Sustainable Tourism Outreach at East Carolina University, at naara@ecu.edu or 252-737-1346. z

new members NCRLA welcomes new members from across North Carolina Go to www.ncrla.org/membership to learn more about NCRLA and to download a membership application.

A p ex

Chevy’s Ale House

B lack Mo unt a in

Fresh Wood Fired Pizza and Pasta, Inc.

B oo ne C a ry

Mass Mutual Financial Group

C hapel Hill

Business Insurers of the Carolinas Food News Media Gregoria's Kitchen Tribeca Catering, LLC – UNC Blue Zone At Y ou r S er vic e

Broadline Cable Charlotte Prime LLC Consolidated Planning, Inc. LoloSmart, LLC Homewood Suites Charlotte/Ayrsley Ruth Chris Steakhouse – Uptown Ruth Chris Steakhouse – South Park Hilton Garden Inn Charlotte/Concord

Dur h a m

Troy's 105 Diner

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Cha r l ot t e

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James Joyce Irish Pub Restaurant JD Plumbing Company Mellow Mushroom

Ga rn e r

Butterball Foodservice

Gold s bor o

Barrel Kitchen and Bar

G r e e n s bor o

Dari Disaster Mitigation and Restoration Division

K i l l De v i l H i l l s Beachside Bistro

Sw a n s bor o

Icehouse Waterfront Restaurant

Raleigh

Mellow Mushroom

W a k e F or e s t

Frigi-Temp Temperature Solutions Mellow Mushroom

W i l m i n g t on

WB Brawley Company

Na t i on a l

Jack in the Box Franchise Development Mission BBQ z

Benefits of Membership in NCRLA Advocacy and legal advice are just two of many ways NCRLA can help you

Your membership in the North Carolina Restaurant and Lodging Association means being part of the only organization in the state devoted to protecting and promoting the interests of the hospitality industry. Not only does membership afford you a number of benefits, it also validates the efforts to support our industry. At NCRLA, our multi-faceted advocacy efforts

help protect your hospitality business and allow it to thrive and grow.

NCRLA deploys one of the most effective government affairs teams working to stop bad policy and support laws intended to help your business succeed. Financial and regulatory policies in Raleigh and D.C. can significantly alter your bottom line. Let us track the issues for you, keep you informed, and be your voice with the policymakers who can affect your future.

View from Jones Street – stay abreast of the latest state legislative issues with our weekly email updates during session.

Lobbying – NCRLA is your voice in Raleigh, with two full-time lobbyists representing the industry at the General Assembly and with various regulatory agencies. We make sure policymakers understand the potential impact their laws and regulations can have on the hospitality industry, and remind them of your $17.5 billion impact on our economy.

Action Alerts – receive alerts throughout the year on potential policy and regulatory changes that could alter the way you do business and affect your bottom line.

The NCRLA PAC – support candidates for elected office that have consistently stood up for the hospitality industry through our state political action committee. Founded only a few years ago in 2006, it has quickly risen to become one of the largest PACs in North Carolina.

All NCRLA members are entitled to four hours of assistance per year from the NCRLA legal team. If you need guidance from an attorney with any aspect of your business, please

contact NCRLA’s attorney on staff, Whitney Christensen either by email (wchristensen@ncrla. org) or by calling 1-800-582-8750. Christensen will then advise you on your legal issue herself or will point you to one of the other attorneys on NCRLA’s legal team that may be better suited to assist you. Because three attorneys on NCRLA’s Legal Team are also lobbyists, the team is always up to date on the latest changes in North Carolina law. NCRLA’s legal team has a combined total of over 67 years of experience advising individuals and businesses on North Carolina law.

Go to ncrla.org/membership for more detailed information on how membership in NCRLA can help your hospitality business.

Service with Distinction Christina Larson’s passion for service means success for Darden Restaurants

By Karen A. Mann

(Above) Christina Larson double checks a LongHorn Steakhouse menu with Managing Partner Patrick Collie.

(Top left) Larson chats with LongHorn Grillmaster Hilder Vilnor. Vilnor wears a red chef’s jacket as an honor for winning a LongHorn grillmaster competition to see who could correctly grill their steaks the most.

(Left) Christina Larson accepts the Griff & June Glover Award for Distinguished Service from NCRLA Chair Brad Hurley at the 2013 Taste of North Carolina event.

It was a twist of fate that led Christina Larson to success in the restaurant business. In need of a job back in high school, the 16-year-old Christina spent a day filling out applications to various businesses in her hometown, St. Petersburg, Fla. Kentucky Fried Chicken was the first to respond.

“I actually got a call from the movie theater the next day, but too bad, so sad!” she says over lunch at the LongHorn Steakhouse on Wendover Avenue in Greensboro, one of eight restaurants the now-52-year-old oversees as director of operations for the chain. Had that movie theater been a little quicker, she might have one day been profiled in an industry magazine for theater-chain owners. Regardless, she would have been a success.

That early start as a part-time employee at KFC has led to nearly 40 years of distinguished service in the hospitality industry, 20 of them with Darden Restaurants, LongHorn’s parent company.

Though her home base is in Greensboro, her territory includes restaurants in Virginia and East Tennessee, about a four-hour drive end-to-end.

Darden has nine brands, including The Olive Garden, Red Lobster, Bahama Breeze, Capital Grille and Yard House. LongHorn is the biggest growth brand in terms of rate, growing about 10 percent a year, with much of the growth pushing west.

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(continued on page 12)

You can’t expect a manager to yell at a server and then have that server smile and give great service. It just doesn’t work that way.

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(Service with Distinction continued from page 11)

I just don’t like to jump up and down and say look at me.

On the other hand, it doesn’t feel bad to be thanked.

”

Darden is the world’s largest full-service restaurant company with more than 190,000 people working to make the company a global leader in hospitality. Darden also has developed the Darden Harvest program, which helps feed the hungry by “harvesting” surplus wholesome food that wasn’t served in its restaurants. Larson is a believer in the program, and in the Darden brand as a whole.

“I was taught this at a young age: You give it your best every day. Never give up, even when it’s hard; even when it’s inconvenient. People are counting on you to lead them, and you ought to try and do that.”

Larson’s passion for the hospitality industry led her to become involved on one of the N.C. Restaurant & Lodging Association’s committees in 2005.

After a year on the committee, she was asked to join the boards of both NCRLA and the N.C. Hospitality Education Foundation. Finally in 2012 she served as board chair. She has been very active in ProStart, the National Restaurant Association Educational Foundation program that trains young people for careers in the hospitality industry. For her longstanding career in hospitality, and her unwavering service to NCRLA, NC HEF and ProStart, Larson was given the Griff & June Glover Award for Distinguished Service at the NCRLA’s Taste of North Carolina event earlier this year.

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“I really enjoyed interaction, the synergy that comes from banding together with other operators and sharing views, so that we have a common voice,” she says of her work with NCRLA. As far as winning the award, she says she hasn’t done anything other than what was expected of her.

“When my peers on the board thank and congratulate me I just think, if it were your year you would have done the same thing,” she says.

“I just don’t like to jump up and down and say look at me. On the other hand, it doesn’t feel bad to be thanked.”

Larson oversees operations in her restaurants with the attention of a hawk, and the approachability of a caring teacher. Her favorite item on the menu is the filet, but on this afternoon, she has chosen the strawberry chicken salad, a delicious-looking mix of greens, berries, grilled chicken and feta cheese. The server chats with her about a new idea the restaurant is trying: black dress shirts rather than white. The server reports that the black shirts are great at hiding stains, but not-so-good at hiding lint from the white napkins. Larson listens intently.

“We believe at LongHorn that honesty, integrity, dignity and respect are afforded to all of our team members and managers,” she says of her interactions with her employees. “We treat each other the way that we want to be treated hopefully it rolls downhill.”

“You can’t expect a manager to yell at a server in the back alley and then have that server come out here and smile and give great service. It just doesn’t work that way.”

She tries to instill the LongHorn values in the students she mentors, both in Junior Achievement and ProStart.

At the beginning of each semester with her students, she asks them what they want to be when they grow up. The answers are predictable: NBA player, NFL player, WNBA player, maybe a few firefighters, maybe a doctor. Almost no one says they want to be a restaurant manager.

Larson says she makes it her passion to teach her students about what she does, and why she loves it.

“Rising above and going above and beyond expectations. That’s something I try to do in every job,” she says.

For more information on advertising and sponsorship opportunities, contact Karen A. Mann at (919) 844-0098 or kmann@ncrla.org. z

What’s Cooking

Christina Larson Shares Her Favorite Recipes Ok, so this is one of my favorite “go-to” dinners. Steak Au Poivre, Garden of the Gods Potatoes, with a green salad and nice crusty bread (and of course a nice dry red). …

I start by prepping the potatoes.

Once they’re in the oven, start the steaks and then finish the sauce just before the potatoes come out of the oven.

“Garden of the Gods” Potatoes (my mother’s recipe) Preheat the oven to 350-400 (depends on how quickly you want dinner to be ready!) – I had to work this one out, as my mother estimated a lot of her recipes. Turns out if you want moister potatoes, go with 350 for an hour. For a crispier (dryer) finished product, 400 for 45 minutes gets it done.

4 medium Idaho potatoes, sliced thin but not all the way through.

Leave the bottom ¼ inch of each slice attached so the whole potato stays together. A sharp knife is important!

Butter or Margarine, 2-3 pats per potato in a baking dish. Just put plenty of butter on top of each potato, and into the oven they go.

As soon as the butter is melted, liberally sprinkle grated parmesan cheese on top of each potato. Now just baste every 10-15 minutes. They’re done in 45 minutes to an hour (again, depends on your oven temp).

S teak Au Poivre (I’ve blended Julia, Jacques, and Alton’s methods, and added one of my favorite ingredients – Alder-Smoked Sea Salt).

Ingredients 3 tbsp. black peppercorns (or any color you like); 1 ½ tbsp. smoked sea salt 4 6-oz. beef filets, about 1 1⁄2" thick 2 tbsp. butter 1 tbsp. vegetable oil 2 Tbsp. minced shallots 1⁄3 cup cognac 1 cup beef stock 1⁄2 cup heavy cream

1. Wrap peppercorns in a clean dish towel, then crush, either by pressing firmly with the bottom of a heavy skillet or by tapping gently with a mallet. (Peppercorns should be cracked, not ground.) Transfer pepper to a plate, then roll the sides of the filets in it so that they are evenly coated. Season liberally on both sides with smoked sea salt (the sides that will touch the pan).

2. Heat butter and oil in a large skillet over medium-high heat. Add filets and cook until well browned, about four minutes on each side for medium rare. Transfer steaks to four warmed plates. Cover loosely with foil to keep warm while you prepare sauce.

3. Add shallots to the hot pan and sauté briefly, add cognac to pan, then carefully ignite with a long-handled match or by tilting the edge of the pan back slightly on a gas stove, over the burner flame. (Lean away from the stove, averting your face, and keep the pan lid handy so the flame can be extinguished quickly if necessary.) Allow alcohol to burn off, about one minute, then add stock. Cook until reduced by half, about four minutes. Add cream and cook, stirring occasionally, until thick, three-five minutes. Season with salt and pour over steaks.

Amazing flavor combination!

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home grown

Savor NC Helps North Carolina’s Restaurants buying and promoting our state’s agricultural products

The N.C. Department of Agriculture is standing by its motto, “Got to Be N.C.”, with a new program that helps restaurateurs who want to feature North Carolina products on their menus.

Savor NC is a restaurant membership program that creates awareness of North Carolina product and ingredient options available to the food service sector. It also allows the Savor NC brand to showcase a restaurant’s support of the mission: to source, purchase, prepare and promote local North Carolina products and ingredients on the menu.

Savor NC offers several benefits to its members, including: u

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Rights to use Savor NC brand as part of your own marketing strategy Assistance in locating North Carolina products direct from the grower/ processor Resource for development of co-branded Pointof-Sale items at table or on the menu General facility marketing in promoting your support of the program Assistance in marketing your farm-to-chef connections Assistance in building menu commodity promotions during peak harvest times

u

Assistance in communicating program objectives to your foodservice distributor

In return, Savor NC-affiliated restaurants would: u

u

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Consider purchasing options that are tied to products with origins in North Carolina Create menus that highlight local North Carolina products and ingredients Work with your distribution and foodservice management partners to achieve the program's mission

The N.C. Department of Agriculture also conducts the popular Got to Be N.C. Competition Dining series in towns and cities across the state, including the Fire on the Rock in Asheville and Blowing Rock, and Fire on the Dock in Wilmington. Competition dining is a single-elimination series of 15 iron-chef-style chef battles in six designated North Carolina regions.

Chefs prepare three courses each using a featured North Carolina product as the secret ingredient. The featured ingredient is revealed to the chefs at noon the day of their battle, and it must be used in each of their three courses. The chefs have seven hours to prepare their menu and begin prepping each course for the evening’s meal. As each course is brought out, 130 diners taste and judge each course to determine the winner and who moves on to the next round.

Learn how to take advantage of Savor NC or compete in the Competition Dining programs at www.gottobenc.com. z

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Sure Footing

How to Keep Slips and Falls From Bringing Your Business Down Each year employees and guests of hospitality businesses are injured by preventable slips and falls

Recently, Liberty Mutual Insurance issued its annual study identifying the top 10 reasons for workplace injuries that cause workers to miss six or more days of work.

As with previous years, same-level slips and falls ranked No. 2 on the list (behind overexertion) with direct costs of $7.94 billion.

Most slips and falls are cause by slippery floors, slipping on ice or snow, and tripping over things such as floor coverings, objects on floors, storage racks, and uneven or slippery surfaces.

Here are a few ways you can mitigate these hazards and keep your staff and guests safe: u

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Ensure ice is immediately cleaned up in front of ice machines. Post a sign on the machine, and make squeegees readily available.

Use tape to color-code squeegees, brooms, mops and other cleaning equipment, and ensure that they’re stored appropriately.

Employees will be more likely to clean as they work if these are easy to find.

Ensure the same mop is not used in both the kitchen and public areas (it spreads grease).

Ensure the cooking exhaust system is in good repair to prevent mists of oil in the air from settling on floors, creating grease films.

Ensure floor mats are flush with the floor and free of holes.

Instruct employees to observe walking paths before carrying items in and out of storage and kitchen areas.

Make sure employees wear proper non-slip footwear. z

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What’s Brewing

N.C. Beer Month Celebrates State’s Exploding Beer Scene With the most breweries of any state south of Pennsylvania and east of Texas, North Carolina is truly the South’s beer stronghold

To celebrate the state’s craftsmanship and the destinations where it’s nurtured, breweries, hotels, restaurants and other businesses combine forces with the North Carolina Brewers Guild and North Carolina Division of Tourism for the inaugural North Carolina Beer Month, April 2013.

Throughout April, beer lovers will find special tours, tastings, dinners, classes and other events as well as lodging packages and deals on North Carolina craft beer. Travelers can chart a course from urban pub hubs and beer frontiers to lively towns with character to spare.

Among the highlights of the journey: u

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N.C. Beer Lover's Weekend in Greensboro, an April 26-27 package featuring an overnight stay at the O. Henry Hotel (an NCRLA member), a beer dinner and a beer-cooking class.

Brewgaloo, an April 27 festival celebrating beer craftsmanship and culinary creativity in the Raleigh area. The festival comes two weeks after the World Beer Festival – Raleigh.

Spring Fling, an April 20 festival in Pittsboro featuring food, music and a new release from NCRLA member Carolina Brewery.

Destination beer dining at restaurants such as

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Pulling a pint at Top of the Hill in Chapel Hill.

NCRLA member Lucky 32 Southern Kitchen in Greensboro. u

Specials taps and deals at many businesses, including several Mellow Mushrooms in multiple cities.

N.C. Beer Month organizers have created an extensive website with details on specials, and developments on beer festivals, classes and more. The site includes a searchable database with information on brewery events and beer tastings, food pairings and beer dinners, classes in cooking and beer making, and dozens of other beer-related events. The Cities & Regions section lists breweries and events in towns and cities across the state. There’s also a beerthemed Twitter list: @VisitNC/beer and information on how to get your beer event listed on the site.

To learn more, go to www.NCBeermonth. com. z

Excellence in Education

Elizabeth

Wilsey

Wins the 2013 North Carolina ProStart Educator Excellence Award The award is given to ProStart teachers who are leaders within their state program

ProStart’s industry-driven curriculum provides real world educational opportunities and builds practical skills and a foundation that will last a lifetime.

The N.C. Hospitality Education Foundation has announced that Elizabeth Wilsey of Northside High School in Jacksonville is the North Carolina 2013 ProStart Educator Excellence Award recipient. Wilsey will join 47 other top educators in Chicago, Ill., for the National Restaurant Association Educational Foundation’s ProStart Educator Excellence Awards, May 1618, 2013.

“I honestly don’t feel I deserve it,” says Wilsey.

“The kids deserve the recognition, not me.”

The NRAEF’s ProStart Educator Excellence Award recognizes an exceptional ProStart educator from every state. The award is given to ProStart teachers who are leaders within their state program, and who have helped elevate the program and their students within their community.

“ProStart unites the industry and the classroom to create a unique and unparalleled experience for students. Our dedicated ProStart educators are working diligently to create the vital bridge for their students,” said NC HEF Executive Director Alyssa Barkley.

“Elizabeth embodies everything that makes ProStart educators successful: She has the ability

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to inspire and lead the food service leaders of tomorrow. We are honored to have teachers like Elizabeth in the ProStart family.”

Wilsey is in her eighth year of teaching, five of which have been as a ProStart educator. She describes herself as a truthful, determined and entertaining teacher who loves her profession.

Wilsey's special involvement and dedication to her students has motivated them to participate in competitions, cater numerous school and community events, and enroll in leading postsecondary culinary and hospitality degree programs. Wilsey's commitment to enhancing her program has earned her NC HEF grants to purchase equipment, uniforms, program curriculum and a chance to attend NRAEF Summer Institute. Her passion for the industry, education and her students, and her strong work ethic and commitment to the ProStart program, made her a clear choice for the N.C. 2013 ProStart Educator Excellent Award.

Wilsey says the ProStart program is important because it has helped several of her students continue on to culinary and hospitality programs.

“It gives the kids-hands on training opportunities to work with different foods and techniques they might not come in contact with otherwise,”

Elizabeth Wilsey, bottom right, is shown with some of her ProStart students at Northside High School in Jacksonville.

she says. “Hopefully inspires them to go into the culinary or food service field. “ Currently two of her former students are at Johnson & Wales, one is at the culinary program at Carteret Technical Community College, and another is at the Art Institute of Raleigh.

Awardees will be flown to Chicago and hosted

by NRAEF from May 16-18, 2013. There they will attend interactive sessions, share best practices and be honored at the Educator Excellence Awards Dinner.

ProStart is a nationwide two-year program for high school students that develop the best and brightest talent into tomorrow’s industry leaders.

From culinary techniques to management skills, ProStart’s industry-driven curriculum provides real world educational opportunities and builds practical skills and a foundation that will last a lifetime.

“

I honestly don’t feel I deserve it, says Wilsey. The kids deserve the recognition, not me.

For more information on the ProStart program, please visit www.ncrla.org/ prostart. z AP RI L 2 0 1 3

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Food Safety News

Adoption of the FDA’s Food Code Means Changes in Food Storage

By Alyssa Barkley

several significant changes are effective with the adoption

North Carolina is now six months into the adoption of the FDA food code, and with the adoption came several significant changes. The N.C. Restaurant & Lodging Association has made several presentations to the industry across the state leading up to the Sept. 1, 2012 enforcement.

Several changes have been reported to be a big focus during the new inspection format. Food storage is one of the changes, and it carries a point value of 3 on the revamped inspection form.

system and the packaging leaks onto other items (ground beef, fish, steak), the dining public is at risk even if you cook the contaminated item to its proper temperature. Poultry has the highest cooking temperature requirement to eradicate food borne contamination hence, its place at the bottom of the storage hierarchy. It takes one illness outbreak to devastate a business financially as well as obliterate consumer confidence, leading to the ultimate end of the business’s existence.

For questions or more information regarding North Carolina’s adoption of the FDA food code and subsequent changes contact Alyssa Barkley at abarkley@ncrla.org or 919-844-0098. z

A slight change to how establishments are required to store food in refrigeration/freezer has taken place. Under the old rules of food safety and sanitation, authored by the state of North Carolina, steaks and roast beef were to be held above raw fish, seafood and eggs. Not anymore. With the adoption of the FDA food code, establishments must follow the way ServSafe teaches. It’s a refreshing change to have the messaging be the same. Raw fish, seafood and eggs are now to be stored above the steaks and roast beef. A full graphic depicting proper storage can be seen within this article and is also available for download and printing at ncrla.org/servsafe along with other resources to help navigate health inspections in North Carolina.

The purpose for paying close attention to how food is stored is simple: Keep the customer safe.

Cross contamination is a very real threat in today’s kitchens and can cause an illness outbreak instantly if contaminated food is served. Many times food contamination is not easily detectable through sight and smell. The best way to prevent contamination is through proper storage. For example, if raw chicken is stored above anything else in the refrigeration 20

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This image from ServSafe shows the proper way to store food in a refrigerator.

a paid advertorial

Taking Charge of Card Costs Control card processing costs by understanding your statement

By Heartland Payment Systems Your business has to accept credit and debit card payments to stay competitive, so your card processing costs are at the mercy of major card issuers, right? Not so. Card processing services may be among the three highest expenses your business incurs, after labor and product costs, but if you’re able to identify the fees and surcharges you’re paying, you can begin to control them.

However, unless you’re a large corporation, it is not likely you have the time or resources to manage these costs.

Don’t get burned on the fees you pay... instead, arm yourself with information to help you better understand your statement and what you’re really being charged.

Processing statements are often confusing and hard to understand. Look for common deceptions that can increase your per-sale cost with no added value to you.

Don’t get burned on the fees you pay.

Instead, arm yourself with information to help you better understand your statement and what you’re really being charged.

Review your statement to identify the following, ask questions.

• • • • • • •

Non-specified card type Not all card transactions are created equal “Total card fees” don’t represent the real total “Discount rates” are misleading Beware of bill-backs and other surcharges Take note of additional fees Don’t miss out on Durbin Amendment savings

Heartland Payment Systems® is proud to be the exclusively endorsed provider for NCRLA members. Visit www.heartlandpaymentsystems.com/Your-Industry and call Team North Carolina at 866-976-7177.

Movers and Shakers

Greg Hatem Prepares to Expand His Empire Hatem has been the creative force behind the Empire Eats brands

When Greg Hatem embarked on his first restaurant partnership in 2002, his motivation was less about food and more about economic revitalization.

At the time, Raleigh’s downtown was slowly coming back to life after years of decline. The city’s main downtown thoroughfare, Fayetteville Street, was still a pedestrian zone and wouldn’t be open to vehicular traffic for another four years. Was an upscale Chinese restaurant really going to help attract visitors to a part of the city that was still a ghost town after dark?

Hatem thought so. Hatem had already spent seven years working to revitalize and preserve that city’s center through his company, Empire Properties.

As anticipation of a re-opened Fayetteville Street grew, the time seemed right to bet on Duck and Dumpling. Empire Eats was born.

Since then, the Roanoke Rapids native has opened The Raleigh Times Bar, The Morning Times, Sitti, Gravy and The Pit, all of which are located in buildings Empire owns and has restored for active use. Hatem has been the creative force behind the concepts for the Empire Eats brands. Each restaurant is grounded in authenticity, based on the experiences Hatem has had in his life, from eating the Sunday dinners cooked by his Lebanese grandmother to his annual pig pickin’s on the Roanoke River. He also has been involved in recruiting chefs, financing, design and decor and non-traditional marketing for the restaurants. Most recently, he’s pushed each chef to source as many ingredients as possible from local farmers and producers.

"It's an unwavering belief in truth, authenticity and willingness to innovate,” Hatem says of Empire’s success. “We've also been lucky to find so many great people who love hospitality and have the 22

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Greg Hatem of Empire Eats and Empire Properties accepts his 2013 Restaurateur of the Year award from NCRLA Chair Brad Hurley during the 2013 Taste of North Carolina event in Chapel Hill. same conviction as we do. No one shies away from all the hard work it takes to be successful in this industry."

Empire Eats restaurants have been featured in publications such as Southern Living, The New York Times, USA Today, GQ, Gourmet and Men’s Health, and on television shows such as "Good Morning America," "The Today Show," "The Early Show," "Throwdown! with Bobby Flay" and "Man v Food." Most recently, Empire Eats added 6,500 square feet to The Raleigh Times Bar, including adding a new kitchen. Empire has also opened a catering kitchen, and this summer The Pit will open in Durham. With more than 600 employees across the company, Empire is an engine for economic development and the largest privately held employer in downtown Raleigh.

"Durham has a great downtown and great food scene. We really felt that upscale, whole-hog, pitcooked barbecue would be a great addition. And it fit perfectly in our mission of spreading the way we do barbecue to other parts of the state."

For more information on Empire Eats, go to www.empireeats.com. z

upcoming events Network with North Carolina’s hospitality industry leaders at one of NCRLA’s upcoming events Throughout the year, the N.C. Restaurant & Lodging Association hosts several events that are open to members and the hospitality industry. We also provide event information for the National Restaurant Association and the American Hotel and Lodging Association.

April 17-18

NRA Public Affairs Conference, Renaissance Downtown, Washington, D.C.

April 23

Charlotte Chapter meeting

April 23-24

AH&LA Legislative Action Summit, Hyatt Regency Washington on Capitol Hill, Washington, D.C.

May 13

Left-right: NRA Board Vice Chair Ken Conrad of Libby Hill Seafood, Greensboro; NCRLA Board Vice Chair Joel Griffin of Griffin Stafford Hospitality, Charlotte/Concord; and NCRLA Board Chair Brad Hurley of 42nd Street Seafood and Oyster Bar, Raleigh

NCRLA Charlotte Golf Tournament

J u ne 3

Industry Reception (Location TBD)

J u ne 4

Board of Directors Meeting, Hilton Garden Inn, Concord

J u ne 9-1 0

N.C. HEF Future of Hospitality Benefit and Golf Tournament

J u ne 18-20

AH&LA Summer Summit, Denver

O c tober 28

Board of Directors meeting, The Angus Barn, Raleigh

O c tober 28

Manteo to Murphy NCRLA PAC Event, The Angus Barn, Raleigh Visit www.ncrla.org for more information and event updates. z AP RI L 2 0 1 3

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Secrets of Success

NCRLA’s Hospitality Workers of the Year Inspire With Dedication to Service never losing sight of delivering a great customer service experience

Hospitality business owners and operators know that without the hard work of dedicated front-line employees, their businesses would flounder.

Their jobs are tough, their shifts can be long and they work in environments that change from day to day, yet they keep a positive and upbeat attitude and never lose sight of the ultimate goal: A Great Customer Experience. These employees work hard every day to keep North Carolina’s hospitality businesses running smoothly.

The N.C. Restaurant & Lodging Association’s Board of Directors instituted two awards, Lodging Employee of the Year and Restaurant Employee of the Year, because it is important to recognize how invaluable front-line employees are to the success of the hospitality industry. This year’s awards were given at NCRLA’s Taste of North Carolina event, which took place Feb. 18, at the Carolina Inn in Chapel Hill. The Lodging Employee of the Year and Restaurant Employee of the Year awards are given to the employee in each field who goes above and beyond the call of duty in their position, and serves as an example of what North Carolina hospitality is all about.

Megan Quesenberry of The Lodge at Ballantyne and The Cottage at Ballantyne, is the 2013 Lodging Employee of the Year. According to her supervisors, Quesenberry represents all the attributes of an outstanding lodging employee. She is a natural at making each guest feel at home by welcoming them in a memorable way and providing effortless assistance. She easily adjusts to changes and consistently demonstrates a commitment to excellence and pride in her work. A prime example of Quesenberry’s outstanding service came during the Democratic National Convention, when her amiable disposition and helpful nature made a lasting impression on the Ballantyne’s high-profile guests.

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(Left) The Lodge at Ballantyne’s Megan Quesenberry accepts her Lodging Employee of the Year award from NCRLA Chair Brad Hurley.

(Right) Rocky Top Hospitality’s Roy Durham accepts his Restaurant Worker of the Year award from NCRLA Chair Brad Hurley.

Rocky Top Hospitality’s Roy Durham was given the 2013 Restaurant Worker of the Year award. As Head Line Cook, Durham’s responsibilities include working at all of Rocky Top's properties, catering numerous event, and working each home football game here at the University of North Carolina, where Rocky Top caters the entire Blue Zone. Durham handles these responsibilities with enthusiasm, dedication and dependability, even when encountering personal adversity. And though his employers insist he is more than qualified to be promoted to chef, he has chosen to remain committed to the position he loves.

NCRLA congratulates Megan Quesenberry and Roy Durham on receiving these awards, and thanks them for their dedicated service to our industry.

Go to ncrla.org/2013taste to see bios of all 2013 Industry Award winners. z

legal bites

Commonsense Consumption

By Whitney Christensen, Esq.

Food Tort Liability Law in North Carolina One of the most popular new litigation trends sweeping the country is a legal theory that should be very alarming to our industry: the fast food obesity claim. These claims are brought against defendant restaurants, most of which are fast food establishments, by obese plaintiffs claiming that their obesity or obesity-related illness was caused by that restaurant’s food.

Fast food litigation is grounded in product liability, which is a theory of tort law, and is based on the theory that the restaurant is a seller of a harmful product and should thus be held responsible for harm to the plaintiff caused by that product. With approximately 65 percent of Americans overweight today, the pool of eligible plaintiffs for this unique type of lawsuit is large.

Some attorneys argue that the concept for fast food liability stems from the highly successful mass tort movement against tobacco companies, where plaintiffs who voluntarily consumed tobacco products brought class action lawsuits against the tobacco manufacturers. Although the fast food-obesity concept is seemingly frivolous, this type of lawsuit has been successful in several states, often times awarding large verdicts to the obese plaintiffs based on tobacco tort liability precedent.

To many Americans, especially those who believe in personal accountability, this type of liability shocks the conscience. The legislative response to the fast food obesity claim is the Commonsense (continued on page 29)

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a la carte A sampler of hospitality-related news stories

NRA releases list of food trends The National Restaurant Association surveyed professional chefs and members of the American Culinary Federation, on which food, cuisines and culinary themes will be hot trends on restaurant menus in 2013. The “What’s Hot in 2013” survey was conducted in the fall of 2012 among more than 1,800 chefs.

To view the entire survey illustrating trends by category, go to www.restaurant.org/ News-Research/Research/What-s-Hot z

TOP 20 TRENDS

Locally sourced meats and seafood Locally grown produce Healthful kids’ meals Environmental sustainability Children’s nutrition New cuts of meat (e.g. Denver steak, pork flat iron, teres major) 7. Hyper-local sourcing (e.g. restaurant gardens) 8. Gluten-free cuisine 9. Sustainable seafood 10. Whole grain items in kids’ meals 1.

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Minges honored with Winner’s Circle Award Lynn Minges, President & CEO of the North Carolina Restaurant & Lodging Association, was welcomed to the “Winner’s Circle” on March 11 at the North Carolina Governor’s Conference on Tourism in Wilmington. The award is given to those who have made significant and continuing contributions to the growth and success of North Carolina's tourism industry.

Minges has championed the state’s tourism industry for more than 20 years. Before joining the NCRLA, Lynn served in the state Department of Commerce as Assistant Secretary for Tourism, Marketing and Global Branding. Under her direction, tourism revenues doubled to $18.4 billion annually, the state’s market share grew to sixth in the nation for overnight stays, and the department was recognized with more than 30 awards for organizational and marketing excellence. A Bladen County native, Lynn has served on the U.S. Travel Association’s Board of Directors and its Executive Committee, chaired the National Council of State Tourism Directors and Travel South USA, and received the Order of the Longleaf Pine. z

NCRLA lodging members make US News & World Report Best Hotels list Several NCRLA members were honored by US News & World Report on the magazine’s Best Hotels in North Carolina list. The properties were rated based on an unbiased analysis of awards, expert recommendations and user ratings.

Out of that list, two members scored high enough to make the U.S. News list of the Best Hotels in the USA. They were the Umstead Hotel and Spa in Cary at No. 41; Old Edwards Inn and Spa in Highlands at No. 54. z

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Learn more at www.travel. usnews.com/ Hotels/

Anthony Bourdain to headline NRA’s Restaurants Rock after-party Celebrity chef, personality and culinary auteur Anthony Bourdain is set to host the Restaurants Rock After-Party, the official party of NRA Show 2013 and the International Wine, Spirits & Beer Event, scheduled for May 19 at Castle Chicago. This is where the industry who’s who converge for one night of live music, food, drinks and fun, including the Star of the Bar mixology competition finals live. Bourdain will also offer a special feature presentation and sign his latest books on the Show floor on May 20. Learn more at www.show. restaurant.org. z

(Legal Bites continued from page 27) Consumption Act, a statute prohibiting tort liability on restaurant establishments for the obesity or obesity-related illness of their patrons.

Although many states have adopted their own Commonsense Consumption Acts in recent years, North Carolina has not. For that reason, NCRLA lobbyists are working with two legislators on a Commonsense Consumption Act for our state, with the hopes of having it enacted by the end of the 2013 legislative long session this summer.

Contact NCRLA’s Government Affairs Manager, Whitney Christensen, at wchristensen@ncrla.org or (919) 844-0098 z

Scoring with Social Media

Social Media’s Real-time Feedback Means Better Service for Guests For Greensboro restaurateur Marti Kotis, social media is one of the quickest and most effective ways to engage his customers.

“I can reach down all the way through my organization, all the way to guest level and get immediate feedback,” he says.

One of his restaurants, Darryl’s Wood Fired Grill boasts more than 43,000 likes on Facebook.

That success helped the restaurant advance to the national Business Journal’s Social Madness event in 2012.

Kotis says the main way his company engages customers is by listening to them. If someone posts

on Facebook, Kotis says the they get a main way his response, often company engages from Kotis customers through himself who social media is by often posts and replies on listening to them. the Darryl’s page. He says the restaurant involves customers in decision making with polls. Recently Darryl’s allowed guests to choose eight charities to support, with the top three votegetters getting the most funds.

Kotis leaves legitimate negative feedback online and strives to connect with the poster, though anything offensive or hateful is removed. z

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letter from the president

THANK YOU NCRLA thanks its 2013 Corporate Partners

We've got your back – we're the extra support you need to move ahead No one can say what the economic future holds, what effect it will have on commodity prices or consumer confidence, or how new government mandates and regulations will impact your business. But one thing we can say for sure is that the N.C. Restaurant & Lodging Association is out front on the issues, keeping you informed and protecting your interests. We aspire to be more than just a trade association – we’ve got your back, and we’re the extra support you need to move ahead.

The 2013 Session of the N.C. General Assembly is proving to be an interesting one with many important issues in debate. Listed below are some of the key issues we’re watching and engaged with on your behalf: u

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Tax Modernization/Reform: Ensure that any changes to the tax code do not unfairly single out the hospitality industry.

Smoking Ban: Work with our allies to ensure that the smoking ban is not repealed altogether, or more realistically, that our competitors are not singled out with special exemptions or carve outs.

Health Department Permit Fees: Continue to prevent exorbitant fee increase proposals while working to ensure that the State Health Department remains adequately funded in order to preserve its ability to properly oversee county health inspectors.

Regulatory Reform: Support any regulatory reform legislation that does away with overly cumbersome or redundant regulation on the hospitality business community.

Joel Griffin, Chair-Elect Griffin Stafford Hospitality

Occupancy Taxes: Keep all new occupancy tax proposals and adjustments to existing occupancy taxes in line with the guidelines.

Jimmy Sizemore, Treasurer JP Steakhouse, LLC

School Calendar: NCRLA will work with our tourism allies to support the traditional public school summer length.

Randy Kolls, Secretary Travel & Tourism Board Representative Washington Duke Inn & Golf Club

Casino Nights: Work with our tourism colleagues to seek clarification/authorization for hotels and restaurants to host on premises ‘casino nights’ for nonprofits that meet certain requirements.

Minimum Wage/”Living Wage”: Oppose any minimum wage increase that exceeds the federal minimum wage.

Meals Taxes: Oppose all new prepared food and beverage taxes.

Travel and Tourism Promotion: Work with our tourism allies to continue to support and advocate for additional funding for statewide tourism marketing.

NCRLA members can keep abreast and updated by reading our weekly electronic newsletter, View from Jones Street or by following us at Facebook.com/NCRLA or on Twitter at @NCRLA.

Lynn D. Minges

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NCRLA Executive Board of Directors Brad Hurley, Chair 42nd Street Oyster Bar & Seafood Grill

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Christina Larson Immediate Past Chair Darden Restaurants Vinay Patel AH&LA Representative SREE Hotels, LLC Billy Sewell NRA Representative Platinum Corral, LLC Lynn D. Minges President and CEO NCRLA Frank Gray General Counsel and Lobbyist Jordan Price Wall Gray Jones & Carlton, PLLC

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