This month, we asked industry experts to weigh in on the all-important guest experience for One for the Road:
How is your establishment elevating the guest experience?
Andrew Corbett, Partner, WKND Hospitality, Windsor Ontario Canada
Our organization is dedicated to elevating the guest experience by creating unforgettable, immersive environments across a range of themes and atmospheres. Each venue offers something unique—from nostalgic throwback nights and themed parties to vibrant live entertainment and exclusive promotions. We prioritize quality dining, exceptional service, and dynamic event programming, ensuring guests feel both welcomed and engaged from the moment they arrive. By blending personalized hospitality with lively, carefully curated spaces, we create a memorable escape that appeals to diverse audiences, including families, young professionals, and nightlife enthusiasts. Our commitment to community connection and guest satisfaction sets us apart, inviting patrons to celebrate, relax, and return for new experiences tailored to their preferences.
Matt Hess, Director of Marketing and Operations, Voodoo Brewing, National
At Voodoo Brewing Company, we’re dedicated to creating an elevated experience that lives within the glass, on top of the plate, and even into the air inside of our four walls. Every dish and drink we serve is crafted with care, using high-quality ingredients sourced with the utmost intent.
We’re inspired by worldly cuisines, ingredients, and styles that shine through in products like our Chicky Chicky Bang Bang – a delectable, Asian-inspired chicken sandwich. [Or] our collection of brews, some of which ferment on hops sourced exclusively from the other side of the world. And especially in our collection of signature cocktails, some of which contain Tequila that comes straight from Blue Agave fields in the heart of Jalisco, Mexico.
But we’re also greatly inspired by our hyper-local communities, and that too shines through in what hits the table. If you are visiting a Voodoo location on the beach, expect to see some locally flared seafood options, or if you are visiting one of our many Texas locations, look forward to a great selection of Hispanic-inspired dishes that resonate with a deep sense of locality. And because of our commitment to the ingredients that begin to shape our collection of offerings – expect a surprising focus on health & wellness, a theme that is sometimes not-so-synonymous within the industry we work hard to innovate.
But our commitment doesn’t stop at what’s served; it’s about building a space that brings people together. With community-style seating, vibrant artwork, live music, and engaging events, we’ve created an atmosphere that elevates the overall guest experience and appeals to all five human senses. At Voodoo, we’re not just serving food and drinks; we’re cultivating a community where people can connect, celebrate, and enjoy something truly memorable, together.
Kerry Allen, General Manager, Barolo Grill, Denver, Colorado
At Barolo Grill, we elevate the guest experience through storytelling and connection. With our many staff trips to Italy and the numerous winemakers that come through our restaurant for events, we can tell authentic, personal stories to really bring a piece of Italia to every guest. In our daily pre-shift meetings, we take turns telling and reminding each other of stories and experiences from past trips to keep that connection fresh so we can relay those stories and connections to our guests. Our foods and beverages are just another extension of our stories and inspirations and serve to continue to tell the story, create a connection, and spread joy.
Carl Comeaux, CEO, Crust Pizza Co., National
Crust Pizza elevates the guest experience through a combination of high-quality ingredients, a thoughtfully designed atmosphere, and exceptional service rooted in our core values. Here’s how:
1. Quality Ingredients, Exceptional Taste
At Crust Pizza, the guest experience begins with our commitment to quality. We use fresh dough made daily, proprietary mozzarella cheese shredded in-house, and the freshest produce. By prioritizing ingredient quality, we ensure every pizza delivers an unforgettable taste, setting us apart in a competitive market.
2. Nostalgic Dine-In Experience
Our restaurants are designed with a cozy, nostalgic ambiance that invites guests to linger and enjoy their time with family and friends. The 3.0 prototype, with its modern look and warm, welcoming atmosphere, enhances the dining experience, making it more than just a meal—it’s a place to create memories.
3. Thoughtful and Personalized Service
Service at Crust Pizza Co. goes beyond taking orders. We focus on creating memorable moments for our guests, whether it’s offering kids pizza dough to play with while they wait or surprising families with complimentary desserts. These small, thoughtful gestures help turn an ordinary visit into a special occasion, building customer loyalty and a lasting impression.
4. Community-Centric Approach
Our franchisees are more than business owners; they are integral members of the communities they serve. We actively engage with local schools, churches, and organizations, fostering a sense of connection that goes beyond the restaurant walls. By positioning ourselves as a local pizzeria that genuinely cares about its neighborhood, we create a welcoming environment that feels like home for our guests.
5. Core Values Driving Service Excellence
The 'CRUST' values (Commitment, Respect, Unity, Service, Thankfulness) are deeply embedded in our operations. These values influence how we interact with guests, from showing gratitude for their patronage to creating a respectful and unified environment among our staff. This cultural foundation ensures that every guest feels valued and appreciated, contributing to a superior and consistent experience across all locations.
6. Streamlined Operations for Faster, High-Quality Service
Our streamlined business model allows us to provide efficient and high-quality service. By simplifying our menu and focusing on core items, we can maintain quick service times without compromising on the quality of our offerings, ensuring guests enjoy a seamless experience every time they visit.
Overall, Crust Pizza Co. aims to provide a holistic guest experience that combines great food, a welcoming atmosphere, community engagement, and a service culture built on strong values.
Tyler Fenton, Owner and Chef, BATA, Tucson, Arizona
At Bata, we elevate the guest experience in several ways. We require our team to dine in the restaurant at least once a year as guests so we can discuss and analyze every possible way to constantly adjust and improve the guest experience. That experience starts as soon as you walk in the front door, where you are greeted by the smell of the wood fire and the sight of both stacks of wood and the wood-burning hearth. From there, we try to offer a style of hospitality that feels welcoming, personal, and real, devoid of any unnecessary feeling of formality, stuffiness, or pretense. We offer a meal and dining experience that can only be had at our restaurant, given the way we source our ingredients and the uniqueness of our building. This sense of place and purpose is foundational to elevating the experience for our guests.
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