{"id":108320,"date":"2023-07-16T10:43:00","date_gmt":"2023-07-16T14:43:00","guid":{"rendered":"https:\/\/www.shortform.com\/blog\/?p=108320"},"modified":"2023-07-21T14:01:21","modified_gmt":"2023-07-21T18:01:21","slug":"restaurant-communication","status":"publish","type":"post","link":"https:\/\/www.shortform.com\/blog\/restaurant-communication\/","title":{"rendered":"How Restaurant Communication Saved Eleven Madison Park"},"content":{"rendered":"\n<p>Why is restaurant communication so important? How did the prestigious restaurant Eleven Madison Park (EMP) thrive by prioritizing communication?<\/p>\n\n\n\n<p>In <em>Unreasonable Hospitality<\/em>, Will Guidara goes into detail about how he transformed the poor relationships at EMP by communicating the values of the restaurant. In return, the employees openly shared what they wanted the restaurant&#8217;s culture to look like.<\/p>\n\n\n\n<p>Keep reading to learn more about the importance of restaurant communication.<\/p>\n\n\n\n<!--more-->\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-clarify-and-communicate-your-priorities\"><strong>Clarify and Communicate Your Priorities<\/strong><\/h2>\n\n\n\n<p>When Guidara joined EMP, the restaurant was suffering from poor relationships and restaurant communication, and erratic levels of service. In an effort to transform the brasserie into a three-star restaurant, Meyer had brought on several service professionals who\u2019d trained in <a href=\"https:\/\/www.shortform.com\/blog\/fine-dining-experience\/\">fine-dining<\/a> restaurants and so brought with them a set of expectations regarding how a fine-dining restaurant is run. The original EMP staff bristled at these expectations, which were both new and confusing given that different managers had different standards for the same thing. For example, one server was made to hold a tray in two different ways by two different managers.<\/p>\n\n\n\n<p>(Shortform note: Guidara\u2019s description of how the EMP team functioned when he arrived reflects what <a href=\"https:\/\/shortform.com\/app\/book\/the-five-dysfunctions-of-a-team\" target=\"_blank\" rel=\"noreferrer noopener\"><em>The Five Dysfunctions of a Team<\/em><\/a><em> <\/em>author Patrick Lencioni calls <a href=\"https:\/\/shortform.com\/app\/book\/the-five-dysfunctions-of-a-team#inattention-to-results\" target=\"_blank\" rel=\"noreferrer noopener\">inattention to results<\/a>. This is when team members focus on what\u2019s good for <em>them <\/em>rather than their <em>team<\/em>\u2014like the two managers who wanted the server to hold the tray in whatever way each one thought was right. Solving this problem requires <a href=\"https:\/\/shortform.com\/app\/book\/the-five-dysfunctions-of-a-team\/solving-dysfunction-five#public-declaration-of-results\" target=\"_blank\" rel=\"noreferrer noopener\">making the expectations clear<\/a> (like deciding which way to hold the tray) and <a href=\"https:\/\/shortform.com\/app\/book\/the-five-dysfunctions-of-a-team\/solving-dysfunction-five#results-based-rewards\" target=\"_blank\" rel=\"noreferrer noopener\">linking rewards to the achievement of specific outcomes<\/a> (like doing a certain task correctly) rather than vague outcomes (like \u201cworking hard\u201d).)<\/p>\n\n\n\n<p>After spending some time learning how EMP ran things and why it wasn\u2019t working, Guidara\u2019s focus turned to <strong>clarifying and communicating the restaurant\u2019s priorities.<\/strong> Guidara started by having a daily 30-minute meeting shortly before the restaurant opened. This meeting served two important purposes: First, it made clear to the staff what they needed to know\u2014since Guidara required the managers to share typewritten handouts that he\u2019d pre-approved. Second, it gave Guidara a regular opportunity to reinforce the culture he was trying to build; Guidara regularly praised employees\u2019 successes and shared stories to inspire a good night\u2019s work.&nbsp;&nbsp;<\/p>\n\n\n\n<p>(Shortform note: Guidara conducted meetings in a way that aligns with <a href=\"https:\/\/hbr.org\/2015\/03\/do-you-really-need-to-hold-that-meeting\" target=\"_blank\" rel=\"noreferrer noopener\">the experts\u2019 recommendations for having the most efficient meeting possible<\/a>. He had clear objectives for the meeting and clear indicators of success, and he insisted on having all necessary materials prepped in advance. And while experts agree that having a regular meeting helps clarify and communicate your company\u2019s priorities, there are other methods, too. For example, you could focus on embodying those priorities yourself as a leader and <a href=\"https:\/\/www.linkedin.com\/pulse\/5-ways-effectively-communicate-corporate-values-arquella-hargrove\/\" target=\"_blank\" rel=\"noreferrer noopener\">instituting rewards<\/a> for employees who embody your <a href=\"https:\/\/www.shortform.com\/blog\/clarifying-your-values\/\">core values<\/a>.)&nbsp;&nbsp;<\/p>\n\n\n\n<p>Then, several months into his tenure, Guidara invited all the staff to a \u201cstrategic planning meeting.\u201d He wanted the entire team to have a voice in deciding what type of restaurant they wanted to build. After some discussion, the team landed on the pillars that would define their culture\u2014notably, excellence and hospitality. Guidara contends that these two concepts are somewhat contradictory, given that excellence involves meeting an exacting standard while hospitality involves connecting with the guest\u2014sometimes to the detriment of that exacting standard. But acknowledging that <em>both <\/em>were important gave them the tools to provide the best experience possible for their guests.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>The Benefits and Risks of Letting Your Team Choose Your Values&nbsp;<\/strong><br><br>Guidara wanted the entire team to define EMP\u2019s culture, which may have improved the effectiveness of the team. In <a href=\"https:\/\/shortform.com\/app\/book\/smarter-faster-better\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Smarter Faster Better<\/em><\/a>, Charles Duhigg explains that <a href=\"https:\/\/shortform.com\/app\/book\/smarter-faster-better\/chapter-7#psychological-safety\" target=\"_blank\" rel=\"noreferrer noopener\">psychological safety\u2014the belief that you can share your opinion without being immediately rejected<\/a>\u2014is a hallmark of an <a href=\"https:\/\/www.shortform.com\/blog\/effective-team\/\">effective team<\/a>; you can develop this safety by <a href=\"https:\/\/shortform.com\/app\/book\/smarter-faster-better\/chapter-7#ingredient-1-equal-participation\" target=\"_blank\" rel=\"noreferrer noopener\">demonstrating to team members that their voices matter<\/a>, as Guidara did.&nbsp;<br><br>But what if you ask your team to name your company values, and they return with contradictory values\u2014as Guidara\u2019s team did? Consider following <a href=\"https:\/\/shortform.com\/app\/book\/the-happiness-trap\" target=\"_blank\" rel=\"noreferrer noopener\"><em>The Happiness Trap<\/em><\/a><em> <\/em>author Russ Harris\u2019s advice: <a href=\"https:\/\/shortform.com\/app\/book\/the-happiness-trap\/principle-5#common-concerns-about-values\" target=\"_blank\" rel=\"noreferrer noopener\">Define which value is most important and which is most urgent<\/a>; knowing these will help you decide what to do when conflicts arise.<\/td><\/tr><\/tbody><\/table><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Why is restaurant communication so important? How did the prestigious restaurant Eleven Madison Park (EMP) thrive by prioritizing communication? In Unreasonable Hospitality, Will Guidara goes into detail about how he transformed the poor relationships at EMP by communicating the values of the restaurant. In return, the employees openly shared what they wanted the restaurant&#8217;s culture to look like. Keep reading to learn more about the importance of restaurant communication.<\/p>\n","protected":false},"author":14,"featured_media":73998,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[45,34,14],"tags":[1099],"class_list":["post-108320","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business","category-communication","category-management","tag-unreasonable-hospitality","","tg-column-two"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.3 (Yoast SEO v24.3) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Restaurant Communication Saved Eleven Madison Park - Shortform Books<\/title>\n<meta name=\"description\" content=\"If you&#039;re a restaurant manager, employees should know your expectations. 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