Union Square Hospitality Group

Our October workshop at HQ is now available for booking! Join us in NYC on October 22nd and 23rd for a two-day event focused on the value of integrating hospitality into your hiring practices and putting employees first. On the first night, enjoy dinner with fellow attendees at the renowned Gramercy Tavern, a James Beard Award-winning restaurant by USHG. The next day, take part in a full-day workshop at USHG’s The Modern, featuring a fireside chat with USHG's Founder and Executive Chairman, Danny Meyer. Register at the link below: https://lnkd.in/edWgxdJZ

I can’t recommend this book enough Setting the Table by Danny Meyer No matter what industry you are in his philosophy of Enlightened Hospitality is pure gold Here are some takeaways: 1. Prioritize Hospitality - **Recommendation**: Focus on making guests feel valued and cared for. - **Example**: At Union Square Cafe, Meyer trained his staff to remember regular customers' names and preferences. For instance, if a customer always orders a specific wine, the staff would ensure it's available for their next visit, creating a personalized experience. 2. Constant Gentle Pressure: - **Recommendation**: Continuously apply gentle pressure to improve and innovate. - **Example**: At Gramercy Tavern, Meyer implemented a system where staff could suggest small changes during daily pre-service meetings. This led to continuous improvements in service and menu items, such as refining the presentation of a dish based on customer feedback. 3. Mistake Handling: - **Recommendation**: Acknowledge errors quickly, sincerely apologize, and overcompensate to turn a negative experience into a positive one. - **Example**: When a diner at The Modern received an overcooked steak, the staff not only replaced the steak promptly but also offered a complimentary dessert and a glass of wine. This approach turned a potentially negative experience into a memorable, positive one, ensuring the customer left happy. 4. Employee Empowerment: - **Recommendation**: Empower employees to make decisions that benefit the guest experience. - **Example**: At Shake Shack, employees are encouraged to give complimentary items if they feel it will enhance the customer experience. For instance, if a customer looks undecided or is having a difficult day, an employee might offer a free ice cream cone to brighten their visit. 5. Community and Culture: - **Recommendation**: Invest in the team's growth and well-being to create a positive atmosphere. - **Example**: Meyer introduced an employee recognition program at Union Square Hospitality Group where staff members could nominate each other for going above and beyond. Winners received rewards such as extra paid time off or gift certificates, fostering a supportive and motivated team environment. https://lnkd.in/expx6cug

Look who visited Branded HQ today! We had the honor of welcoming Chip Wade, CEO of Union Square Hospitality Group to B Works by Branded Hospitality to film The Hospitality Hangout Podcast! Catch this episode NEXT WEEK! Never miss a new release by subscribing on Spotify by clicking this link -> https://lnkd.in/dUhKfEV #Podcast #Hospitality #NewYorkCity Branded Hospitality Ventures Rachel Kornafel Morgan Wiley Howland Tiffany Daniele Ashley A Bode Malysa Volpicelli Amanda Kehr Patti Simpson Richard Coraine

We have a few spots left for our Fall two-day workshop in NYC! Join us on September 23rd for interactive sessions focused on cultivating loyalty, putting employees first, and integrating hospitality into your hiring practices. On the first night, enjoy dinner with fellow workshop participants at Ci Siamo, one of USHG’s newest restaurants. On the second day, attend a full-day workshop at USHG’s Manhatta, featuring a fireside chat with USHG's Founder & Executive Chairman Danny Meyer. We hope to see you there! You can book in your seat at the link below: https://lnkd.in/edWgxdJZ