Challenge Client: Casual restaurant chain with 200+ locations nationwide. Management was confident in the restaurant’s concept, food and décor but wanted to ensure their employees were really and truly focused on the opportunities that inspire guest loyalty. Client had tried mystery shopping in the past but the programs didn’t...
Archive for category: Restaurants & Bars Cases
NRA 2015: How Technology is Changing the Restaurant Customer Experience — The Panel
On May 16th, at the National Restaurant Association Show held in Chicago, Jim Coyle lead a panel of restaurant operators in discussing “How Technology is Changing the Restaurant Customer Experience” Panelists included: Mark Braver, COO for Heisler Hospitality Penelope Crocker, Director, Restaurant Marketing Strategy for Kimpton Hotels and Restaurants...
Power Breakfasts and the Power of Local
In 2013, the New York Hilton rattled the industry by taking the decision to discontinue room service to 2,000 guest rooms and replace it with with a cafeteria-style, grab-and-go restaurant. In contrast, the Loews Regency New York re-opened its renovated dining room and announced that its latest San...
Concept and Menu Research for Popular NYC Restaurant
A client with several successful restaurants in New York City was looking to expand a particular concept nationwide. However, reviews on social media (Yelp, Opentable, etc.) were mixed and inconsistent financial performance created more confusion for the client than clarity. How did Coyle help gain clarity for this client?...
Beverage Costs In Our Bar are Too High. Why?
A very busy restaurant bar’s beverage costs was 27%, a full 5% points above what was budgeted. The owners carefully re-priced the drinks, did a menu-mix analysis, and had measured pour devices installed on the liquor bottles. The beverage costs hardly budged. The client suspected theft and asked Coyle...
Upscale Restaurant Company Wants Industry Benchmarks While Remaining Unique
A multi-national restaurant company has spent millions of dollars annually being best in class in learning and development. They utilized this investment to be great in service and to flawlessly execute their brand to distinctive success. They wanted to compare their performance to the rest of the...
