Coach Mark Steele Tackles General Restaurant Support and Team Member Training
Company/Organization
Mandarin Oriental
Company Size
12,000 employees, 34 locations
Locations
Miami, FL
Number of Employees Trained
200
The Challenge
The property’s fine dining restaurant, La Mar featuring Peruvian cuisine, opened without full infrastructure or a full management team, which caused service levels to be less than guest’s expectations.
The Goal
Assure Mandarin Oriental makes it top priority, and has the infrastructure in place, to ensure guests receive the 5 star luxury experience they expect.
Coach Mark’s Play Calls
In order to meet its service goal, I identified three points to focus on:
The need for floor support and food and beverage leadership during three meal periods
Implementation of procedures not already in place
A coach up method for the current management team
The Results
In the midst of management transitions, we were able to put the right team in place, with the right training and processes that led to stabilization and increases in service levels, as well as overall growth for the restaurant.