Washington Restaurant & Lodging Magazine March 2016

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Washington Restaurant Association 510 Plum Street SE, Suite 200 Olympia, WA 98501-1587

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of hotel general managers started in an hourly entry level position.

of restaurant managers started at entry level position.

Hourly hotel employees stay with the company an average of >5years.

Hourly crew members in a restaurant stay with a company on average 3 years.

Inside 79%

90%

Hotel employees rated a higher than average job satisfaction.

A majority of hourly hotel employees find the industry a place to grow.

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of restaurant employees are proud to work in a restaurant.

Features 10

75%

2016 Northwest Foodservice of restaurant employees believe Show in the is Set to Deliver opportuntiy for career advancement in

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the Industry restaurantProvides industry. Upward Growth and Hospitality Job Stability

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Building Our Industry’s Future through Hands-on Learning and Mentorship

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Climbing Hospitality’s Ladder of Opportunity

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Your One-Stop Shop for Employee Training

In Every Issue

Sources: 6 on Hotel President and CEO: Success “The Hotel Success Story: from Front Desk to C-Suite, a New Reprt Jobs”, American HotelLadders & Lodgingto Association “Who Works in the U.S. Restaurant Industry, a Nationwide Survey Workforce”, National Restaurant Associa7 of the Restaurant News Briefs tion Education Foundation

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Government Affairs Update

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ProStart: A Professional Beginning to a Lifelong Career

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Calendar/New Members

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Marketplace

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Ask the Expert: Manage Four Behaviors to Maximize Labor Spend

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Training and the opportunities it creates are essential in the hospitality industry. This issue of Washington Restaurant & Lodging focuses on building a highly trained and successful workforce to keep our industry great as we face new challenges.

Washington Restaurant Association 510 Plum Street SE, Suite 200 Olympia, WA 98501-1587

CAREERS

On the cover

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EDITORIAL STAFF Publisher, Anthony Anton Executive Editor, Lex Nepomuceno Editor-in-Chief, Marianne Scholl Managing Editor, Paul Schlienz Contributing Editor, Andy Cook Contributing Editor, Stephanie Davenport Contributing Editor, David Faro Contributing Editor, Evan Fassler Research Editor, Sheryl Jackson Art Director, Lisa Ellefson JOINT EXECUTIVE COMMITTEE WRA Chair, Phil Costello Stop n’ Go Family Drive In WLA Chair, Matt Van Der Peet Westin Bellevue Hotel WRA EXECUTIVE TEAM President and CEO, Anthony Anton Vice President, Teran Petrina Director of Business Development, Ken Wells Director of Communications & Technology, Lex Nepomuceno Director of Education, Lyle Hildahl Director of Government Affairs, Bruce Beckett Director of Internal Operations, Kylie Kincaid

President and CEO

Ladders to Success

By Anthony Anton We almost assuredly face a summer with a $13.50 minimum wage initiative on the statewide ballot. With cities adopting restrictive scheduling regulations and other ideas that were unthinkable just 10 years ago, many operators (maybe you) are just angry. Angry at the union bosses who are spending tens of millions on their agenda. Angry at the politicians who appear either helpless or unwilling to seek reasonable solutions and stand up to the big unions. Angry at the WRA and WLA for not being able to stop the madness. Angry at the public for being so apathetic about the economic impact of these policies.

I understand. When your life savings and career are put at risk by things beyond your control, frustration and anger are natural responses. But if we are going to be leaders who find better solutions, we need to move beyond instinct and understand why these policies are coming before us – it’s beyond big unions, political stalemates and voter apathy.

The reason is a lack of hope for a better tomorrow among the young and entry-level workers and those who love them.

All of our polling, focus groups and analysis point at a strong and growing belief that the ladder, which helped several generations of Americans climb from dishwasher to a successful career, no longer exists.

510 Plum St. SE, Ste. 200 Olympia, WA 98501-1587 T 360.956.7279 | F 360.357.9232 www.warestaurant.org │walodging.com Letters are welcomed, but must be signed to be considered for publication. Please include contact information for verification.

Reproduction of articles appearing in Washington Restaurant & Lodging Magazine are authorized for personal use only, with credit given to Washington Restaurant & Lodging Magazine and/or the Washington Restaurant Association.

Articles written by outside authors do not necessarily reflect the views or positions of the Washington Restaurant Association, Washington Lodging Association, their Boards of Directors, staff or members.

Products and services advertised in Washington Restaurant & Lodging Magazine are not necessarily endorsed by the WRA or WLA, and do not necessarily reflect the opinions of the WRA, WLA, their Boards of Directors, staff or members.

ADVERTISING INQUIRIES MAY BE DIRECTED TO: Michelle Holmes Allied Relations Manager 206.423.3902 michelleh@warestaurant.org Washington Restaurant & Lodging Magazine is published monthly for WRA and WLA members. We welcome your comments and suggestions. email: news@warestaurant. org, phone: 800.225.7166. Circulation: 6,310.

We need to be articulate about our career ladder and how it moves people from workforce entry points up to family-sustaining, $50,000 salary jobs and beyond. We don’t need to build the ladder… it’s here! But we do need to shine a light on it, communicate it, publicize it, mentor team members and restore the belief in it. The inspiring stories in this issue do just that.

Maybe it is because I deal with these things everyday on your behalf, but it’s amazing to me that there are so many examples of people who have worked minimum wage jobs at the counters of our industry for years, but we have a crisis shortage of line cooks. If that doesn’t clearly indicate that we need to better mentor and guide our team members upward, I’m not sure what does.

This can be positive for your business. After hearing me speak to this issue, a leader at a mid-size local chain directed his team to construct a career ladder that could move his employees to careers that exceed salaries of $50,000. Then he and his managers sat down with employees to discuss the opportunities in front of them in this industry. He said the effort was transformative. Energy, teamwork and efficiencies started emerging once his team had hope and goals, and they understood the path towards success.

This opportunity exists for all of us if we move past the anger and understand that many of today’s youth and entry-level workers feel like they are stuck in a career well. Please take the time to give them a ladder and the hope they need to move upward towards success. 

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Primary Source of Information | News Briefs WRA Condemns Use of ‘Zapper’ Technology The Washington Restaurant Association reaffirmed its condemnation of malicious ‘zapping’ software used to erase cash sales from restaurant cash registers, in response to a story that aired on KIRO TV. In a note to members, WRA outlined the three key takeaways: 1. WRA opposes tax evasion practices and supports the Department of Revenue (DOR) and Attorney General’s office in their prosecution of those found breaking the law.

2. The association also condemns the use of zapper technology by any business to avoid taxes.

3. WRA supported and was actively involved with the DOR in 2013 to create the law making use of the software illegal.

“The vast majority of restaurants in Washington state follow the law and contributed over $12 billion in sales last year to the state’s economy,” said WRA President & CEO Anthony Anton. “I want to reaffirm our opposition to anyone breaking the law and reiterate that we do not support this activity, which affects the entire retail industry, not just restaurants. The overwhelming majority of our members operate within the highest ethical and legal standards.”  EEOC Proposes Adding Pay Information to Data it Collects From Employers With More Than 100 Employees The U.S. Equal Employment Opportunity Commission (EEOC) wants to revise the Employer Information Report (EEO-1) to collect data on employees’ W–2 earnings and hours worked, beginning with the 2017 reporting cycle. The revised form would assist EEOC in identifying possible pay discrimination.

Employers with more than 100 employees must file the form each September. Employers subject to EEO1 filing requirements must report on employees’ ethnicity, race and sex, by job category. This proposed change would add a complex system requiring employers to report aggregated W-2 data in 12 “pay bands” for 10 EEO-1 job categories, instead of on individual employees’ pay. Read more at www.wra. cc/mag0316b. 

NRA Issues Alert on Drive-by ADA Website Compliance Letters The National Restaurant Association has issued an alert about letters that have been sent to restaurants

by Pennsylvania law firm Carlson Lynch Sweet & Kipela which state that “experts…have identified access barriers” on the restaurants’ websites.

The letters list “compliance failures” and urge recipients to contact the firm as a first step. They also threaten litigation.

If you receive a similar letter, the NRA recommends that you contact or retain appropriate legal counsel and/or other consultants who are experienced in accessibility issues. It also encourages you to look at Chapter 6, “Legal Aspects of Compliance,” of the NRA’s ADA “Toolkit for Restaurant Owners” which is posted on the WRA website along with additional recommendations.

The alert notes that U.S. Department of Justice had been pursuing legal actions on website accessibility— particularly in conjunction with DOJ actions on ADA violations related to a business’s physical location. This despite the fact that the DOJ has not issued any final, or proposed, ADA Title III rules on website accessibility.

In 2010, the DOJ announced that it was planning to issue proposed regulations on website accessibility, but late last year it said it did not expect to publish such regulations until 2018.

Despite the lack of legally binding regulations, the DOJ also continues to pressure businesses to comply with the “voluntary” Web Content Accessibility Guidelines (WCAG) version 2.0.

The NRA encourages members to proactively explore these voluntary guidelines to address the accessibility of their websites. Learn more and find links to the Toolkit, WCAG 2.0 and other resources at www.goo.gl/ aHG6Rj.  March 2016 │ 7

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Lex on Tech

Tips for Your Website’s Accessibility

By Lex Nepomuceno

In February, the National Restaurant Association issued an alert about restaurants receiving letters from a Pennsylvania law firm that threatened litigation over their website’s ADA accessibility “compliance failures.” These types of driveby lawsuits are not the only worry for businesses. The U.S. Department of Justice has begun pursuing legal action on website accessibility in some cases, even though it has neither adopted, nor proposed, any Americans with Disabilities Act (ADA) Title III rules on website accessibility. (See page 7 for details on the alert.)

All of this makes it a good time for operators to look at their own websites and take preemptive measures.

Although there are no legally-binding rules or regulations, the DOJ has been pressuring businesses to comply with the “voluntary” Web Content Accessibility Guidelines (WCAG 2.0). Published by the main international standards organization for the Internet, WCAG 2.0 is intended to make content accessible to a wider range of people with disabilities, including blindness and low vision, deafness and hearing loss, learning disabilities, cognitive limitations and limited movement.

In its alert, the National Restaurant Association encourages members to proactively explore these voluntary guidelines to address the accessibility of their websites. Although WACG 2.0 is written for Web professionals, not hospitality professionals, those who are responsible for your company’s website should familiarize themselves with its core concepts and recommendations. Here are some of the fundamentals: Make sure your website still works without images. Many users remove images in order to utilize tools that help

them take in the information. Moreover, you should not assume all users are able to consume your web content in the layouts, formats and even colors you intended.

Include captions for video content. Making sure the video platform you use has close captioning capabilities is also a good idea. YouTube.com integrates this feature into most videos uploaded to their site.

Do not have audio or video played automatically when people load your webpages. Not only is this “feature” annoying for most users, but people using screen readers may not be able to find a way to turn the audio or video off.

Use appropriate language and content for your web audience. Try to avoid jargon, as well as long and complex sentences.

Use functional labels with non-text content such as images, using “ALT Text.” This text should be a clear description of the image and should not exceed 120 characters. When possible, provide a long description when just using an ALT Text is not enough.

Provide descriptive hyperlinks. Avoid vague terms as much as possible, such as “Email me” or “Click here.”

Make sure downloadable documents on your website are also accessible. This includes PDFs and Word, Excel, and PowerPoint files.

Font sizes should be used on your site’s style sheets.

For example, don’t use headline styles for standard paragraph text. Not only does this go against accessibility, it will compromise your website’s appearance for all users.

Use page titles, headings and semantic structure, and use title tags, as well as appropriate heading tags.

Simplify your website’s navigation and consider “keyboard only” users’ needs. Often, users with motor or vision impairments use the keyboard, instead of a mouse, as their primary tool for navigation.

Making your website truly accessible should not add much, if any, additional costs, nor should it compromise your design goals. Many of the tips suggested here also lead to better search engine optimization and cross-browser compatibility.

Elements, such as “ALT text” and captions for videos are generally sound web design practices that benefit all of your users, not just people utilizing Web accessibility tools.

To learn more about this topic, be sure to check out wra.cc/ mag0316c. 

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2016 Northwest Foodservice Show is Set to Deliver Now more than ever before, your restaurant’s success is not just about how well your team cooks and serves the food on your menu. Your ability to satisfy and inspire your guests as you deliver a memorable experience remains critical, but how well you manage the increasingly challenging business side of your restaurant can make or break your operations.

Fortunately, the Northwest Foodservice Show, which takes place March 20-21 at the Washington State Convention Center in Seattle, is set to help you on all fronts.

It’s the region’s largest food and beverage expo, and as you walk the expansive tradeshow floor you’ll discover products and services to help you dazzle in the front of the house and stay effective in the back of the house. With over 400 vendors, you’ll have ample opportunity to sample new products, taste regional beer and spirits in the Tasting Pavilion, and explore cost-saving and tech-smart business solutions.

You’ll also find an educational program like no other in the Northwest: two days of expert restaurant training that covers both big picture issues, like what you can do to address ever higher labor costs, and best practices for everything from managing winning teams to designing menus that sell.

This year the show’s demonstration kitchen features an Ethnic Food Faire that celebrates the culinary heritage and cultural traditions of Seattle’s vibrant ethnic food community. Learn secrets of ethnic cuisine from local masters and watch fusion in action as they explore the coming together of traditional and non-traditional flavors. Taylor Hoang, owner of Pho Cyclo Café and the founder of Ethnic Business Coalition and Ethnic Seattle, will serve as host to talents such as Executive Chef Taichi Kitamura of Sushi Kappo Tamura and Thai Savon’s Faye Nou George. El Gaucho Bellevue Executive Chef Sarah Scott will also demonstrate her skill, and Firefly Kitchens owner Julie O’Brien will give a primer on fermenting.

All of this is free to attendees who register online by March 18 at www. nwfoodserviceshow.com. Onsite registration is $25.

Here’s a preview of this year’s powerful seminars:

FORGING A NEW RESTAURANT MODEL IN 2016

Anthony Anton, Washington Restaurant Association With mandated health care, local labor laws and an increasingly tight labor market, the classic business model for restaurant profitability is becoming outdated. It’s time to forge new ways of doing business, and Anthony Anton will shed light

on the political, operations and consumer trends that savvy restaurateurs are leveraging to sustain their success.

CHECKING YOUR VITAL SIGNS, POLITICS IS THE PULSE

Sheri D. Nelson, Association of Washington Business Join Association of Washington Business Director of Government Affairs for Health Care Sheri Nelson for a discussion of how health care policies and reform are impacting Washington businesses and our state’s health care system. Learn what the upcoming elections may do to your blood pressure.

THE NEW RESTAURANT TECH

Anna Tauzin, National Restaurant Association Innovation and Entrepreneurial Services There’s so much new technology out there from contextual and proximity marketing, beacons and ordering kiosks, to app development, robotics and mobile payments.

Find out what the restaurant of the future will look like and learn what you can do now to successfully ride the wave of technological change that is quickly heading your way.

THE MINIMUM WAGE: WHAT 2016 MEANS FOR EMPLOYERS

Bruce Beckett, Washington Restaurant Association Get a real-time update from WRA’s Government Affairs Director Bruce Beckett on where our industry is heading in adopting higher minimum wages. Find out what legislators are willing, or not willing, to accomplish and learn about what we may see on the November ballot.

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PARTNERING FOR PROFIT: FUNDAMENTALS IN TABLESIDE ENGAGEMENT

GET READY FOR HIGHER LABOR COSTS WITH MANAGEMENT STRATEGIES TO MAXIMIZE YOUR HR INVESTMENT

Rick Braa, CHAE, AMP Services A higher minimum wage is very likely on the horizon for all employers in the Pacific Northwest, and now is the time to focus on productivity so everyone wins. Restaurant profit and performance expert Rick Braa will train you in how to manage key behaviors throughout your team to deliver the focus, speed and positive guest experience you need to stay ahead of wage inflation.

TOP TALENT: RECRUITING, DEVELOPING AND RETAINING HIGH ACHIEVERS IN A TIGHT JOB MARKET

Paul Paz, Waitersworld.com How your staff treats customers is key to your reputation and your revenue. Paul Paz will share techniques for engaging customers with genuine hospitality to increase tableside sales and drive repeat business.

OTHER GREAT SEMINARS: Adopting Restaurant Tech, a panel discussion led by Anna Tauzin, National Restaurant Association Innovation and Entrepreneurial Services Simple Systems to Control Your Food Cost and Explode Your Profits with David Scott Peters, TheRestaurantExpert.com

Mike Sotelo, Consolidar Network; Patrick Yearout, Ivar’s Restaurants; and Devony Boyle, Tom Douglas Restaurants It’s a jobseekers’ market, and finding and keeping talented employees is increasingly challenging. Learn how savvy HR professionals build successful and stable teams by understanding what applicants and employees care about and by providing opportunities for career growth.

Design a Menu that Puts Money in Your Pocket with David Scott Peters, TheRestaurantExpert.com Nine Leadership Traits for Success in the Hospitality Industry with Darren S. Denington, CFBE, Service with Style Hospitality Group —Marianne Scholl

GET THE APP! YOUR GUIDE TO THE NORTHWEST FOODSERVICE SHOW

SEARCH WRA & WLA EVENTS IN THE APP STORE. Google Play Download

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Hospitality Industry Provides Upward Growth and Job Stability We are proud that Washington’s hospitality industry is a pipeline for employment – from first job to lifelong careers. It currently employs over 261,000 Washingtonians, 228,400 in restaurants and 32,800 in hotels, and two recent workforce reports affirms the opportunity our industry provides in employment career growth and stability.

79%

of hotel employees rated a higher than average job satisfaction.

Hourly hotel employees stay with the company an average of >5 years.

>50%

of hotel general managers started in an hourly entry-level position.

A majority of hourly hotel employees find the industry a place to grow.

90%

of restaurant employees are proud to work in a restaurant.

Hourly crew members in a restaurant stay with a company on average 3 years.

>50%

of restaurant managers started at an entry level position.

75%

of restaurant employees believe in the opportuntiy for career advancement in the restaurant industry.

Sources: “The Hotel Success Story: from Front Desk to C-Suite, a New Reprt on Hotel Jobs,” American Hotel & Lodging Association, and “Who Works in the U.S. Restaurant Industry, a Nationwide Survey of the Restaurant Workforce,” National Restaurant Association Education Foundation.

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Government Affairs Update Shakeup in Gov. Inslee’s Cabinet – Implications?

In a move that surprised Democrats and the Inslee administration, the Senate voted to reject the appointment of Transportation Secretary Lynn Peterson, who had served in the position for three years. Following Peterson’s ousting, Dan Pacholke, head of the Department of Corrections, announced his resignation, citing serious difficulties working with the Senate on the investigation into why 3,200 prisoners were released early.

Gov. Jay Inslee now faces a re-election year with two key cabinet vacancies– and he did not hold back when criticizing Republicans for their role in the loss of two cabinet members. Democrats in both the House and Senate also loudly protested what they call strictly partisan, election-year tactics. Both sides concur that working relationships during the session have been strained, making it difficult to find common ground on issues.

Tourism Marketing Tourism has been a key topic for the WRA/ WLA team this session. In February, the WRA/WLA testified in support of House Bill 2552, sponsored by Rep. Cary Condotta, R-East Wenatchee. This legislation contained many elements of Senate Bill 5916, the long-term funding legislation for which the WRA, WLA and Washington Tourism Alliance have advocated. Unlike the assessment model in SB 5916, Condotta’s proposal would create a business and occupation tax credit for voluntary contributions to a statewide tourism marketing fund. As we go to press, the WRA/WLA team is optimistic this bill will progress.

Music Licensing Last session, Rep. Kevin Van de Wege, D-Sequim, introduced House Bill 1763 to regulate music licensing companies. This measure lets restaurant owners know what their responsibilities are and requires licensing companies to give notice and music lists so bars and restaurants can choose what to play. In February, this bill passed out of the House with overwhelming support and was well on its way to becoming law.

Minimum Wage On February 1, the Senate Commerce and Labor Committee held a public hearing on a proposal to increase the minimum wage to $12 over four years, require employers

to provide paid sick leave based on the Tacoma model, and preempt local government from adopting future regulations on wage, leave and labor scheduling issues.

WRA/WLA testified in favor of the bill and encouraged lawmakers to pass the bill from committee in order to keep discussion over the wage and benefit issue alive.

Union activists packed the hearing room and unanimously testified in opposition to the bill. Additionally, nearly every sector of business opposed the bill. Only large grocers and the Association of Washington Business encouraged further work on the issue.

After the hearing, the committee passed SB 6087, which would preempt local government, except counties, from adopting wage, leave and labor scheduling regulations and would “grandfather” in ordinances already in place in Tacoma, SeaTac and Seattle. In a significant move, prime sponsor Sen. Mike Baumgartner, R-Spokane, amended the title of the bill so that the wage and benefit issues could be included in the bill as the session moves forward. In legislative talk, this is referred to as keeping a “vehicle alive” and is very common prior to the early cut-offs to allow continued work on challenging issues.

The Legislature was prompted to seek a legislative compromise after the SEIU/UFC-backed coalition, Raise Up Washington, filed a statewide initiative to raise the minimum wage to $13.50 and require paid leave benefits.

Raise Up Washington must gather around 300,000 signatures of registered voters by July 3 to qualify for the November ballot.

Seattle to Face Restrictive Scheduling Working Washington, a coalition of labor organizations, held a press conference in February to announce it would seek legislation in Seattle to regulate employee scheduling and hiring. Specific ordinance language has not been released, but restrictive scheduling efforts in other localities include two-week or more advance notice of work schedules, compensation per shift if a posted schedule is changed, requirements regarding offering additional work to existing part-time employees and other restrictions. These mandates would severely impact a major benefit of hospitality employment: flexibility. The WRA/ WLA GA team is representing the interests of restaurants and hotels, and is actively engaged in this issue as we work with leaders and stakeholders to find solutions.

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Building Our Industry’s Future through Hands-on Learning and Mentorship

By Andy Cook and David Faro

Twenty years ago restaurants across the United States had a problem.

“In the 1990s, much like the labor shortages facing the industry today, the inability of employers to find skilled, focused and ready-to-work employees became a major concern,” said Monica Miller, a senior program manager for the National Restaurant Association.

The NRA knew this was an issue for owners and managers because it had been regularly asking members what kept them up at night. One answer kept consistently showing up high on the list of worries: staffing.

ANNISA WADE, PROSTART GRADUATE

“They no longer could easily find quality workers,” Miller reported.

To change this, the NRA and the National Restaurant Association Education Foundation launched ProStart, an innovative training program to teach high school students the core skills and competencies needed to succeed in a restaurant job – for front-line employees right on up to management.

One of the largest industry-supported career technical education programs in the nation, ProStart now reaches more than 118,000 students in 1,700 high schools. Here in Washington, the Washington Restaurant Association Education Foundation launched its ProStart program in the 1990s, opening the door to fulfilling careers by giving students across the state the opportunity to explore new interests and discover hidden talents.

Key to its success has been ProStart’s focus on experiential learning and mentorship, as well as the fact that the program was made for the industry by

MADISON SOELLING, GENERAL MANAGER, FARRELLI’S PIZZA PROSTART MENTOR the industry. For a seasoned chef, that means when a ProStart student comes into the kitchen armed with a ProStart Certificate of Achievement, the chef can be confident that although it might be the first time the student has actually applied for a real job, this applicant is also armed with basic skills and knowledge needed for success.

To earn the certificate, ProStart students participate in the two-year program and gain 400 hours of work experience. They also must pass two national exams to demonstrate proficiency on more than 50 workplace competencies. As a result, ProStart graduates are incredibly focused and educated in everything from knife skills to portion control. Most importantly, they’ve proven that they are ready to jump right in as a trained staff member.

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ProStart in Action

Annisa Wade, a recent alum of Stadium High School in Tacoma and ProStart graduate, is a shining example of the transformative power of ProStart.

We met with her recently along with her employer and former ProStart mentor, Madison Soelling, general manager at Farrelli’s Pizza in Tacoma.

ProStart entered her life organically. Her love of cooking coupled with a fondness for Stadium High School’s ProStart faculty, inspired her to clear her academic curriculum by junior year and join the school’s ProStart team.

“I competed last year on the ProStart Manager team, and we won! That’s when it hit me, this is something I can do with my future, and this is something I can have as my career,” Annisa proudly shared.

ProStart Manager teams like Annisa’s work with educators and volunteer mentors to conceive and develop a restaurant concept. The students learn every element of launching and maintaining a successful restaurant from labor and operational costs, to design, menus and marketing.

“The competition alone is really exciting; putting all your hard work and energy into a project and having it presented to a panel of industry leaders. Knowing that you can earn scholarships and if your team does well you can go on to the national competition. But most of all what I really enjoyed was the challenge of it all. The discipline you learn and the skills you develop give you a confidence in your future.”

“You work really hard, and it makes you more passionate about it. ProStart did a great job preparing me for, and introducing me to, the restaurant industry, so that when I started working with my mentor in a busy restaurant, I was totally prepared to succeed!”

Annisa is now a student at the Culinary Institute of America’s New York campus, pursuing a degree in restaurant management.

Making a Difference

Madison Soelling became a ProStart mentor two years ago after her experience as a judge at a Washington state competition.

“Our core values at Farrelli’s are to use our business systems to provide a vibrant working family that nourishes the communities we operate in,” she stated proudly. “I truly believe we live out those values every day. We like to hire young people and give them that first work experience.”

Talk to your area coordinator to learn more about ProStart opportunities at your local schools. Find out at www.wraef.org about how you can support the ProStart program and ProStart students.

See photos of the 2016 ProStart Invitational competitors and winner at www.warestaurant. org/2016-invitational.

Watch the interview with ProStart graduate Annisa Wade and mentor Madison Soelling using the QR code to the right.

ProStart is a perfect match for those values, and for Madison’s desire to give back to the industry that has nurtured her own career.

“In order for our industry to be successful, you need to be willing to take young people with a passion for our business and be there to help guide them. I feel that I had so many mentors in this industry at a young age that I wanted to take this as an opportunity to help young people find a career path and spark their passion. The restaurant business happens to be my passion, so it was a perfect fit.”

Serving as a mentor is just one of the many ways you, as an industry professional, can support the WRA Education Foundation’s ProStart program and use your knowledge and experience to help students succeed. Volunteer opportunities include advising classes, speaking on industry-related topics, helping prepare a team for competition, or hosting a field trip to your business. ProStart classes also raise funds to travel to competitions, and supporting their fundraising efforts or donating product and equipment is a huge help, as are direct donations to the Education Foundation.

Offering a job to a ProStart student or graduate is another way to help them gain the hands-on experience they need to succeed in our industry. And what better pool to draw from when hiring for entry-level positions than ProStart kids?

“Working with the ProStart students is amazing. They’ve taken the first steps by joining the program, so you know they’re interested in the industry,” says Madison. “I hired two students from my first year’s mentoring experience and all of the students I mentored the second year.”

What advice does she have for her peers in the restaurant business?

“Go talk to your local high school and connect with the ProStart program. You’ll find it rewarding, and you’ll discover a lot of great candidates to hire!” 

March 2016 │ 15

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LODGING

FULL SERVICE RESTAURANTS

QUICK SERVICE RESTAURANTS

“

Climbing Hospitality’s Ladder of Opportunity For women’s history month, Washington Restaurant & Lodging Magazine checked in with five talented women about their paths to success.

By Paul Schlienz Photos by Lisa Ellefson

M

any people stumble into hospitality careers almost by accident. They get a summer job at a restaurant. They work their way through college at the front desk of a hotel. Attracted to the flexible hours a restaurant or a hotel can often provide, they work part time while raising a family or holding down another job. Suddenly or gradually, somewhere along the line, a light bulb switches on in their brains that they are in the right place, that they really love what they’re doing, that they are noticed and appreciated by their supervisors and their guests, and that there is room for them to grow in an actual career as they prove themselves, gaining more valuable experience along

“

the way. What initially seemed like a temporary job turns into the first step on the ladder of a lifetime, and a career is born.

“I started out as a housekeeper,” Tonya recalled.

That serendipitous route to success was true for these Washington women who are now pursuing distinguished careers in our industry.

Her supervisors soon discovered that she had a “hands on-can do” attitude and was willing, on numerous occasions to work an extra shift in order to support her team, which led to her next steps on the career ladder.

Tonya Delacruz, General Manager, Coast Gateway Hotel, SeaTac If you want to see how someone with talent, determination and a penchant for hard work can progress on the hospitality career ladder, Tonya Delacruz is a good example.

“Our company likes to promote from within, so I was able to move from being a room attendant to the front desk.” said Tonya. “I had lots of different positions along the way - after working the front desk, eventually getting into office management.”

Tonya started at Coast Gateway Hotel on the day it opened in 1990.

Over the course of 15 years with Coast Hotels, Tonya worked her way up to the

HOSPITALITY IS A GREAT FIELD FOR GROWTH FOR THE RIGHT KIND OF PERSON

”

TONYA DELACRUZ, GENERAL MANAGER

COAST GATEWAY HOTEL, SEATAC

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“

ENJOY WHAT I DO AND I REALLY

FIND IT GRATIFYING,

BUT YOU HAVE TO

EXPECT VERY

HARD WORK

”

DONNA MOODIE, OWNER

MARJORIE RESTAURANT, SEATTLE position of general manager of the 143room property. She has steadily grown her average daily rate, occupancy rate and revenue per available room over the last four years, and her hotel has become a major player in the three-star market in SeaTac. “Hospitality is a great field for growth for the right kind of person,” said Tonya.

“One thing that you really need if you’re going to make a hospitality career for yourself is a good work ethic. I always look for people who aren’t afraid to work hard and are very dependable and flexible.”

Tonya’s commitment to her employees, her hotel and the Coast brand, her leadership skills, and her great sense of humor are valued assets that led the Washington Lodging Association to present her with the 2015 General Manager of the Year Award in the fullservice property category.

Donna Moodie, Owner, Marjorie Restaurant, Seattle Born in Jamaica and reared in Chicago, some of Donna’s earliest memories were of her mother Marjorie’s kitchen.

Marjorie’s food left a big impression on her daughter, but even more

importantly, Donna saw her mother’s hospitality when she would host dinner parties, and never forgot the importance of bringing comfort and pleasure to guests at the family table.

“I started out working in a restaurant to put myself through school,” said Donna. “After college, I discovered that I liked working in restaurants so much that I just kept doing it, learning more as I went along, working in different positions at different restaurants, usually ones that were independently owned.”

After years of working in other people’s eateries, Donna felt ready to strike out on her own. In 1993, she moved to Seattle and with then husband and business partner Marco Rulff opened her first restaurant, Marco’s Supperclub, to great public acclaim. They opened a second restaurant, Lush Life, in 1997, featuring regional Italian cuisine. Like Marco’s Supperclub, it was located in Seattle’s Belltown neighborhood, a formerly neglected area that was being brought to life by sophisticated eateries like hers.

In 2003, Donna transformed Lush Life into Marjorie, a homage to the inspirational role her mother played

in her life, featuring fresh and seasonal foods primarily grown and harvested in the Pacific Northwest. She relocated the restaurant to Capitol Hill in 2010.

In addition to being a restaurateur, Donna is president and CEO of Mint Holdings, a food and design consulting company. She is also active in community affairs and serves as a Seattle Center commissioner. She has served as well on the CD Forum and Capitol Hill Housing boards of directors.

Donna has no regrets about choosing a hospitality career.

“It’s a career to see yourself in,” Donna said. “There’s a lot of room for many kinds of talents with so many different jobs where you can gain experience, and there’s a large need for people who are knowledgeable in our field.”

While there’s much opportunity in the restaurant world, Donna discourages anyone from thinking that this is an easy career choice.

“I really enjoy what I do and find it gratifying, but you have to expect very hard work,” Donna stressed. “As well as hard work, you have to prepare to work March 2016 │ 17

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“ THINK OUTSIDE

THE BOX

ON

HOW

YOU CAN SERVE YOUR

GUESTS.

”

KAY WASHINGTON, ASSISTANT GENERAL MANAGER

RENAISSANCE SEATTLE HOTEL long hours. Most importantly, you need to be passionate about what you’re doing and willing to invest in the long term.

The industry is changing in many ways, and you need to be able to adapt.”

moved to different positions within the hotel, gaining new skills and increased responsibility. The experience was transformative as she began to see a world of potential opportunities.

Kay Washington, Assistant General Manager, Renaissance Seattle Hotel Kay Washington is one of the most energetic and positive persons you will ever encounter. Her enthusiasm is overwhelming and contagious even over the phone. It is easy to see how she rose to an executive position at one of downtown Seattle’s top hotels.

“The hotel industry changed my perspective as to what I could do as an African-American,” said Kay.

Although it is obvious that she is a perfect fit for her job, a hospitality career was not always her goal.

“Growing up on the South Side of Chicago, I wanted to be a doctor or a nurse,” Kay remembered. “I was focused on jobs in the health field because I figured they wouldn’t go away.”

While studying nursing in college, she took an entry-level job at the Downtown Chicago Marriott. From there, the wheels began turning for Kay as she

Soon, without initially intending to do so, she found herself with a hospitality career.

“There comes a fork in the road where you realize you’re in the career you want to pursue, and your original goals have changed,” said Kay. “I took what was available, did what I could do and developed a resume of accomplishment.”

Throughout her 21 years as a hotelier, Kay has maintained a strong and genuine commitment to helping owners and general managers realize success at the property level. She has been promoted routinely for her efforts by demonstrating success at the department and division head level. Her accolades

include recognition from Bill Marriott, Jr., executive chairman of one of the world’s largest hotel companies.

Her engagement in the industry goes beyond her day job. In 2006 Kay wanted a more convenient alternative to her hotel’s bulky cleaning cart. When she couldn’t find one, she invented the easy-to-transport Mobile-Pack, which discreetly stores cleaning products and room amenities and remains out of sight and out of guests’ way. Mobile-Pack is now used by many of the world’s leading hotels.

Kay’s advice for success?

“Be integrity driven,” she said. “Think outside the box on how you can serve your guests. Don’t be afraid to make mistakes, but always learn from your mistakes.”

Sarah Scott, Executive Chef, El Gaucho Bellevue “It’s a man’s, man’s, man’s world,” James Brown first sang in 1966. There has been enormous progress in the workplace since then, but in many fields there is

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still a ways to go.

to be there for the rest of my life.”

One of those places is in the back-ofhouse world of chefs, where men still significantly outnumber women in the top positions. Yet even in high-end kitchens the ceiling is cracking. And one of those who has broken through is Sarah Scott, executive chef at El Gaucho Bellevue since 2014.

Sarah immediately noticed the restaurant’s culture of promoting from within, and saw that it could be to her advantage in the long run.

Sarah’s interest in food goes back a long way.

“I always loved to cook,” Sarah said.

“Growing up, I was always encouraged to try new things and experiment. My mother and I would cook together. It was a really nice family experience, and I learned a lot from it.”

When she was in college, Sarah took a job as an entry-level cook.

“I just fell in love with the high-pressure environment,” Sarah recalled. “I wanted

“Chefs actually prefer it if someone who starts as a dishwasher moves up in the kitchen,” she said. “You get trust and loyalty that way.”

Moving up to the chef level, however, can be difficult for women.

“There are not too many females in kitchens,” said Sarah. “We are sometimes looked down upon until we prove ourselves.”

Prove herself, she did. Now executive chef at one of the region’s top restaurants, Sarah sees herself as part of a positive and growing trend. In part, she feels women are becoming interested in being chefs because of the pervasiveness

of foodie culture and the glamorous image of chefs on television.

“People see this on TV and think, ‘Hey, I can do this for a living,’” she said. “More and more women are going into this field, and as they move up in the ranks, they are making a difference, and their dreams are going to come true.”

Women may still face challenges. It’s extremely demanding physical work, the hours are long and there is often a nothing-held-back culture. Yet women like Sarah are finding success in traditionally male-dominated kitchens.

Her recipe?

“It all comes down to work ethic,” said Sarah. “Work as hard as you can.

Always lead by example and always keep learning. Keep your head down, check on food and be the hardest working employee in the restaurant, and when you’ve finished your own work, help others.”

AS HARD “ WORK YOU CAN ALWAYS AS

.

LEAD BY EXAMPLE AND ALWAYS KEEP LEARNING.

”

SARAH SCOTT, EXECUTIVE CHEF

EL GAUCHO BELLEVUE WomenInTheIndustry.indd 19

March 2016 │ 19

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Jennifer Faught, Owner, Zip’s DriveIn, Spokane Like many teenagers, Jennifer Faught’s first job was at a restaurant while she was still in high school.

“I loved the drive, the rush, the cooking, the fast pace and the customer-service orientation,” she said. “You get on-site training, and you can move on if you are eager and want to learn more. I knew I wanted to stay in the field somehow, and I kept opening up every door that came to me, leaping into it, hoping for the best, and just kept moving up with Zip’s Drive-In.” Jennifer has done well in the hospitality industry since that first job at a Zip’s Drive-In 14 years ago.

Having started as a teenage entry-level employee, she now owns her own Zip’s Drive-In in Spokane.

“My customers are the thing I enjoy most,” Jennifer said. “I love seeing people leave my restaurant satisfied.

That always makes my day.”

which I’ve done a lot of throughout my career in restaurants, and I haven’t run into any discrimination against me for being a woman.”

Jennifer’s high school experience with ProStart paved the way for her satisfying career as a restaurateur.

After her own experience as a restaurateur, Jennifer is eager to get the word out to young people that there may be a wonderful career future for them in our industry if they are willing to put in some hard work.

Jennifer fondly remembers her experience with the national program that trains new generations of employees for the restaurant industry.

“When I was in ProStart, it was the passion that my teacher had that really affected me,” Jennifer said. “I came to realize that I wanted to be in hotel or restaurant management of some sort.

When I got my first job at a restaurant, I knew I was in the right place. I think women do well in this field because we often are good at organization, and it is also natural for us to teach,

“Don’t listen to people who don’t like our industry or think there’s no opportunity in it,” she said. “There are many opportunities in the restaurant field that I don’t think people are aware of. It does take a lot of hard work and dedication, but if it’s something that you enjoy and something that drives you, don’t give up on it, and follow through. It may take you awhile, but your hard work pays off.” 

“ ARE THE THING I ENJOY MOST

MY CUSTOMERS ...

I LOVE SEEING PEOPLE LEAVE MY RESTAURANT

SATISFIED. THAT

ALWAYS

MAKES MY DAY.

”

JENNIFER FAUGHT, OWNER

ZIP’S DRIVE-IN, SPOKANE

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GET FREE ONLINE REGISTRATION NOW! through March 18, 2016 (or pay $25 at the show).

VISIT NWFoodserviceShow.com info@NWFoodserviceShow.com | 800.645.7350 The Northwest Foodservice Show is Produced by the Washington Restaurant Association and the Oregon Restaurant & Lodging Association.

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2/19/2016 6:33:13 PM

LODGING

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Your One-Stop Shop for Employee Training

It’s easy to let employee training fall by the wayside. Staffing schedules crisscross in a busy hospitality business, and labor costs are high as it is. Yet incorporating outside training courses into your employment practices is well worth the shortterm hassle and expense for a whole slew of reasons.

Investing in training will help you protect your customers’ health, reduce workplace injuries, improve employee performance and keep your business in compliance with the regulations governing Washington’s hospitality industry. And by fostering a culture of safety, you’ll protect your business reputation and have happier guests, happier employees and a stronger bottom line.

To meet your training needs, the WRA Education Foundation offers a comprehensive catalog of safety and training certification programs, and WRA and WLA members receive significant discounts on these best-in-class courses.

ServSafe Manager Your food safety practices are the foundation of your reputation, and the WRA ServSafe Manager course will give your managers the highest standard of food safety training and advanced food safety certification. The certificate also satisfies the Washington State Food Code’s Person in Charge (PIC) and Demonstration of Knowledge (DOK) requirements.

Developed by the National Restaurant Association for foodservice and hospitality personnel, the program blends the latest FDA Food Code, food safety research and years of food sanitation training experience. Managers learn to implement essential food safety practices and to create a culture of food safety. They’ll also learn how to demonstrate their knowledge of foodborne disease prevention, the application of HACCP principles, and Washington State Food Code requirements.

WRAEF offers classes around the state and members can schedule on-site classes. Online training is also available for flexibility and individual training.

ServSafe Alcohol The ServSafe Alcohol program is an award-winning program

designed for restaurants and hospitality businesses. By providing practical knowledge and best-in-class resources, ServSafe Alcohol helps servers put knowledge into action when it matters most. Students learn critical knowledge of Washington alcohol law and responsibilities along with best practice for recognizing and preventing intoxication, checking identification and dealing with difficult situations.

Those who complete the Washington version of the ServSafe Alcohol course and exam receive a ServSafe Alcohol certification along with Mandatory Alcohol Server Training (MAST) class 12 and 13 permits. MAST is required for managers, bartenders and other employees who serve alcohol or supervise the sale of alcohol for onpremise consumption at liquor licensed establishments in Washington state. The course and exam are offered online.

ServSafe Allergen Researchers estimate that up to 15 million Americans suffer from food allergies, and having staff with proper allergy training can be the difference between a happy customer and a medical emergency. The ServSafe food allergy program is designed for both front- and back-of-the-house employees and focuses on how to define food allergies, identify allergens, understand the dangers of cross-contact, follow proper cleaning methods, and recognize the symptoms of an allergic reaction. ServSafe Allergen can be completed online in about 90 minutes, 24-7.

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Hospitality Workplace Safety Training Work-related injuries and illnesses are bad for everyone.

On-the-job injuries and workrelated illnesses hurt employees both physically and financially, and they hurt businesses by contributing to higher employee turnover, greater absenteeism, higher workers’ compensation costs and unhappy, less productive staff.

Regular, proactive health and safety training for all employees is one of the best strategies for combating all of this. The Hospitality Workplace Safety Training program was developed by the Washington Restaurant Association Education Foundation to help improve employee safety in the workplace and reduce the risk of injuries. This in-house training program is available online or in a manual with a companion DVD. First Aid/CPR/AED You want your employees to know what to do when there’s a medical emergency, whether it’s a guest slipping and falling, an employee with a cut or, in a rare case, a true catastrophe.

It’s also an OSHA requirement to have first-aid trained personnel available on all shifts if your business is not in close proximity to an infirmary, clinic or hospital. The comprehensive first aid course offered through WRA covers all the information your employees and managers need to administer basic first-aid, perform cardiopulmonary resuscitation (CPR), and use an automated external defibrillator (AED).

Bloodborne Pathogens Washington code requires safety training for employees who may potentially become exposed to any body fluids, whether it is on a daily basis because of their profession or through applying first aid to another person in need, and the course offered through WRA meets this requirement.

It is available as a stand-alone course or in conjunction at a discount with First Aid/CPR/ AED training.

Hazardous Communications WAC 296-901-14016 requires employers to provide employees with effective information and training on hazardous chemicals in their work area at the time of their initial assignment,

and whenever a new chemical hazard about which an employee has not been trained is introduced into their work area. The Hazardous Communications course is designed to protect employees from hazardous chemicals used or stored in the work setting, and it satisfies the state’s current training requirement for a hazard communication program. It should be taken annually or when a new physical or health hazard is introduced into the work area.

Participants are trained on industry- and workplacespecific hazard labels, as well as Safety Data Sheets (SDS).

Spill response and pre-incident planning guidelines are included in the course, and all content is taught to support a company’s safety procedures and policies. The training includes classroom-style presentations of materials in a PowerPoint format, student handouts, and the proper use of Emergency Response Guidebooks and Material Safety Data Sheets in the event of a spill.

Incipient Fire Fighting You probably have fire insurance for your business, but an employee’s quick response could be your first and best line of defense against a blaze. The skills required to fight incipient fires, such as using portable fire extinguishers, are covered in this course with hands-on training provided by certified fire personnel. Participants learn the different characteristics of fire behavior and are trained in the response skills needed to fight and control fires in the beginning or incipient stage. Participants are also given assessment tools to determine whether to stay and fight or evacuate. This course meets or exceeds state training requirements for employers with workplaces equipped with portable fire extinguishers (WAC 296-30401019). 

Learn more about all of our training programs and register for sessions at WRAEF.org/training.

–By Ross Boylan and Marianne Scholl March 2016 │ 23

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ProStart: A Professional Beginning to a Lifelong Career

By Lyle Hildahl, Director, Washington Restaurant Education Foundation

I have written many times on the amazing outcomes that ProStart brings to our students, schools and industry. I have also written many times on the value of mentorship. I am writing today about a student’s personal path that leads to ProStart, mentorship and new beginnings.

involved in clubs, sports and organizations to better herself and her community.

Jamie’s story began in Atkinson, Neb., where it is often assumed that women are there to cook dinner and look pretty for their men when they come home from the ranch or farm. Jamie’s passion for cooking is much different today. For her, it is about service and career. Just recently her dad said, “It’s just food, Jamie, nothing more.”

“I feel like we have created a really amazing thing by bringing more art and culture to our little farming town,” said Jamie. “I’m really proud of that.”

It’s much more for Jamie, and ProStart has given her a vehicle to express herself.

It’s difficult to get Jamie’s story on one page, but I am going to do my best.

Since the age of nine, she has taken care of her brother who has been diagnosed with autism. Today, her school days are spent on the verge of exhaustion, yet Jamie has managed to stay on the honor roll. She credits her brother Sam for teaching her more than any textbooks. He taught her the art of forgiveness, that sometimes you need to be completely selfless for the ones you love, and you can never give up on something you care about. Jamie is driven to be

Jamie and her teacher Ashley Grow started the culinary program in the Eastern Washington town of Tekoa from scratch. Together they put a team together to compete in last year’s ProStart culinary competition and will be competing this year as well. Getting funding and finding willing participants was hard, but Jamie believed the ProStart program would be good for the school and community.

Jamie’s mentors over the past three years have been Chef Louis Huang, Chef Jamie Callison and Chef Josh Martin.

“I am a sponge, taking in every bit of knowledge they can give to me,” she said of her mentors.

In a recent job shadow, she had the pleasure of going to the soft opening of Fleur de Sel in Spokane.

“Humbly I sat at a table with incredible chefs including Chef Jeremy Hansen and Chef Josh Martin,” Jamie recounted “I didn’t say much because I was extremely humbled to be there, but I felt at home because everyone around me had the same passions. It’s amazing how much comfort and excitement I feel just being in the kitchen.

I’m so intrigued by new flavors and ways of preparing food. Through culinary, I have found happiness and contentment I never knew I could ever feel.”

There are many stories like Jamie’s. In so many of the stories, it’s the mentors that made a difference. A teacher, a family member, a coworker, a ProStart mentor. Get involved. It will inspire you.

ProStart: Mentoring students, training our future workforce, building careers. 

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Take advantage of exclusive health care pricing and solutions for Washington Restaurant Association (WRA) members Contact your insurance broker today and ask for your WRA member UnitedHealthcare quote, or visit uhctogether.com/wra.

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INDUSTRY CALENDAR March/April Training Apr. 5

ServSafe® Manager, Seattle

Apr. 7

ServSafe® Manager, Wenatchee

Apr. 12

ServSafe® Manager, Kent

Apr. 14

ServSafe® Manager, Aberdeen

Apr. 18

ServSafe® Manager, Everett

Apr. 20

ServSafe® Manager, Spokane

Apr. 21

ServSafe® Manager, Tacoma

Apr. 26

First Aid/CPR/AED, Kent

NEW HOSPITALITY MEMBERS Aloha Alabama BBQ & Bakery, Westport

La Quinta North, Spokane

Art Marble 21, Seattle

McCormick Woods Golf Course, Port Orchard

Ban Som Tum, Federal Way

Naan & Curry, Renton

Baroness Hotel, Seattle

North Shore Thai Cuisine, Federal Way

Best Wok Chinese Restaurant, Bellevue Big River Grill, Stevenson

Oakbrook Golf and Country Club, Tacoma

Burger King, Longview, Kelso, Castle Rock Classic Golf Club, Spanaway Club Cielo, Seattle EAT Restaurant & Bar, Bellingham

Meetings

Evergreen Speedway, Monroe Feral Public House, Vancouver

Mar. 8

Seattle Hotel Association Board Meeting

Mar. 8

Spokane Chapter Membership Meeting

Mar. 10

Government Affairs Conference Call

Habit Burger Grill, The, Kent

Mar. 15

Board Development Conference Call

Heathman Hotel, Kirkland

Mar. 20

MSC Board Meeting

Mar. 21, 22

Joint Board Meeting

Mar. 22

Spokane Hotel/Motel Association Meeting

Apr. 5

Seattle Chapter Monthly Meeting

Four Points by Sheraton, Des Moines

Homewood Suites, Lynnwood Homewood Suites, Richland Jimmy Juan’s, Renton

Apr. 5

Executive Committee Monthly Meeting

Knockaderry, Spokane

Apr. 12

Seattle Hotel Association Board Meeting

La Quinta Inn & Suites, Tumwater

Apr. 12

Spokane Chapter Board Meeting

Apr. 19

Spokane Hotel/Motel Association Meeting

Apr. 19

Finance Committee Meeting

Apr. 21

Education Foundation Board Meeting

Events Mar. 20-21

Northwest Foodservice Show

Mar. 21

Board-hosted Luncheon

Apr. 11

Bite of the Apprentice Fundraiser for Washington Restaurant Association ProStart Program

Pecos Pit Barbecue, Seattle Pizza Bank Restaurant, Kirkland Post Alley Cafe, Seattle Quality Inn, Sequim Sharon’s Pizza and More, Cathlamet Shilo Inn Salmon Creek, Vancouver Shilo Inn, Moses Lake Shilo Inn, Ocean Shores Shilo Inn, Richland Shilo Inn, Tacoma Shilo Restaurant, Ocean Shores Towneplace Suites, Vancouver Washington Bed & Breakfast Guild, Redmond Zag Dining, Spokane

NEW ALLIED MEMBERS Bocchetti Contracting Inc. Frank Bocchetti frank@bocchetticontracting.com 18133 S Steamer Ct Oregon City, OR 97054 503.329.7795 www.bocchetticontracting.com General contractor, new construction and remodeling. Special Offer: Depending on project, up to 5% off total cost.

Canyon Seafood Inc. Harold Scott harold@canyonseafood.com 2351 N Nyhus St Westport, WA 98595 206.949.9867 www.canyonseafood.com A seafood company that provides fresh caught Washington State salmon, tuna, crab and oysters to restaurants and foodservice establishments.

Portelo Inc. Travis Shipley 500 Yale Ave N Seattle, WA 98109 5680 425.999.0863 www.portelodirect.com

Portelo Direct is an international restaurant consulting firm consisting of business & financial planning, executive chef, project management, operations and branding experts. We build innovative restaurants for inspired custormers. Special Offer: 10% off all services and free business strategy meetings.

US Bank Corp.

Stephen McKanna stephen.mckanna@usbank.com 1420 5th Ave Seattle, WA 98101 4087 2068985958 www.usbank.com US Bank Olympia Matthew Klifman matthew.klifman@usbank.com 402 S Capital Way Olympia, WA 98501 1096 360.753.9800 www.usbank.com US Bank Tacoma David Olson 1145 Broadway Ste 100 Tacoma, WA 98402 3523 david.olson@usbank.com 253.594.7300 www.usbank.com

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4/26/2012 2/19/2016 12:50:11 6:33:14 PM

H

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▪ Electronic Comment Cards ▪ Alcohol Compliance ▪ Integrity Investigations

Whether you are a small restaurant or have multiple locations in Washington or nationwide we can develop a program specifically to meet your criteria.

(425) 271-0312 www.nwlpc.com doug@nwlpc.com Member of:

Washington Restaurant Association (WRA) │Mystery Shopping Providers Association (MSPA) │Washington Association of Legal Investigators (WALI)

WE EXIST TO SERVE YOUR RESTAURANT NEEDS

CARLOS GARCES 425‐291‐5279

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MIKE ENGLUND

Employment Practices 425‐291‐5255 Employee Benefits General Liability & Liquor Liability Cyber Liability – For Sensitive Customer Data

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Healthc

HEALTHCARE SOLUTIONS

Are you lying awake at night wondering if you are compliant with all of the healthcare laws? Let the WRA help you sleep better!

The Washington Restaurant Association has added “HEALTHCARE SOLUTIONS” to our program offerings. To find out what works best for your business, visit: wra.cc/hcsolutions to walk through our healthcare options for your business.

Or, ask your broker. Don’t have a broker? Call or email and I will set you up with an expert in our industry!

Contact Stephanie Conway for more information at 360.581.5788 or email her at stephaniec@warestaurant.org.

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FULL SERVICE RESTAURANTS

QUICK SERVICE RESTAURANTS

Manage Four Behaviors to Maximize Labor Spend

By Rick Braa, CHAE

Q:

There has been plenty of discussion and change around higher employee wages. While I’m on board with everyone making more, I would like to improve the productivity of my workforce.

We can’t pay more and get the same productivity as before. What ideas can help?

A:

Industry-wide, restaurant leaders don’t manage productivity enough. We tend to manage labor dollars and percentages, but forget about output. To improve performance, start at the top, meaning the ownership group and/or executive team.

Then work through each workgroup to the individual. If leadership isn’t performing at the highest level, employees won’t either. All leaders in the company need to check themselves for intensity when walking through the door and be ready to manage with a vengeance. While the work varies, the performance management of each leader kickstarts performance all around: If the leader is in high gear, each person working in the business will also be motivated.

There are four main areas to intensely manage at every level: Knowledge: Check for understanding. An employee not only needs to know what needs to be done, but most importantly, why something is done. Train to ensure the bigger picture is in mind. How does the activity make a difference, support company values and serve the external and internal guest? Moving from knowing to doing to teaching to mastering is a journey worth managing through. Start by defining why something is done. Make sure everyone understands before moving on to what needs to be done and how to do a task.

Focus: Ensure everyone is ready to perform at the highest level. People can have all the talent in the world, but if their minds aren’t focused on performance and being their best each day, potential falls short. Often performance issues have less to do with skill and more to do with focus. The next time an individual or a shift falls short of expectation, evaluate the focus.

Precision: Check for technical excellence. When a person has great knowledge and focus, precision is the next

expectation. When an employee is less than precise, waste and inconsistency are sure to follow. Top performers want to work with others on the same level, which means the higher the precision, the more enjoyable the environment and the smoother the shift. If an employee is precise and technically flawless, the guest and employee experience is enjoyable, and engagement increases on both sides.

Precision also helps deliver the consistency guests crave, and consistency and an enjoyable guest experience are the secret sauce for repeat visits.

Speed: Watch and measure movement. Restaurants are defined by speed whether a restaurant is fine dining or limited service. The amount of time guests have at their disposal while dining at a restaurant creates value and frequency in the mind and behavior of the consumer. Any business that holds the guest captive for an unexpected amount of time risks losing that guest or slowing return visits. Speed is important at every step of the guest experience and necessary for other team members to observe. Start employees “fast” every day by bringing them in at the right time of day and providing enough challenge to be faster so they can grow as employees.

Wage inflation is real. Along with wage inflation is a renewed emphasis on productivity. Making sure employees know why they do something with focus, precision and speed brings new opportunities to create higher sales that are the only way to keep pace. Those that manage these four areas with diligence and vengeance will rise to the top and not only survive, but thrive.  For more information on improving profitability and driving performance, contact AMP Services at rbraa@ampservices.com.

Rick Braa is the co-founder of AMP Services, an accounting and consulting firm specializing in helping companies grow profitability.

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Orcas Island, WA

LOCATION:

18 Orcas Hill Road, Orcas, WA 98280 (Strategically located in Orcas Village within a few easy steps and overlooking the Orcas Island Ferry Landing)

SALES PRICE:

$1,795,000 (Includes Land, Building, & Business) Prefers Cashout (Possible Seller Financing for Credit Buyers)

YEAR BUILT:

1904 (Significantly Remodeled Over the Years)

LOT AREA:

23,522 Square Feet (.54 Acres) per San Juan County records

BUILDING SIZE:

11,001 SF (1st: 3,514 SF + 2nd: 2,900 SF + 3rd: 1,188 SF + Decks: 3,399 SF)

GROSS REVENUES:

$1,151,324 (2014) – (Approx. Café: 1/3 + Bistro: 1/3 + Hotel 1/3)

The Orcas Hotel is a charming Victorian-style Bed & Breakfast that first opened its doors to guests in 1904. Nestled in the heart of the San Juan Islands, it offers breath-taking views, delicious food and a lively atmosphere. Experience friendly service and the peaceful atmosphere of Orcas Island from the Inn’s premium accommodations of 12 spacious Guest Rooms with tasteful decor that can sleep up to 32 people. Revenues are shared evenly between the Orcas Café (breakfast & lunch); Octavia’s Bistro (dinner & lounge); and hotel accommodations. Receptions and parties can serve up to 150 guests – perfect for wedding packages. The strategic location is ideal for travelers by foot, bike, or car. Whale watching and kayak trips are all within walking distance. Please call for a tour.

Visit Website: www.orcashotel.com

P EIZER

COMMERCIAL REAL ESTATE, L.L.C.

MARK PEIZER

E RS E EV E! R E ID SE S

Principal • Broker • MBA

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