Getting an Intricate Operation Back in Sync
MAY 20, 2016
Facing interconnected operational issues, members of the eight-person senior leadership team were turning against one another. Service increasingly was hit or miss, and Forbes Travel Guide issued a preliminary rating that would have docked the restaurant a star. The head of operations chimed in: His five most recent checkouts had complained about breakfast, and the cost of compensating guests for disappointing experiences was getting out of control.