I had the opportunity to interview with Chris Richards who is a general manager of a newly established restaurant called Relish. Throughout the interview I learned key aspects of the restaurant industry that could help with the final paper. To start off, Chris operates a fine-dining restaurant in Philadelphia, Pa whose concept is based around traditional and contemporary mixes of southern cuisine. What makes the restaurant stand out from the rest is that it offers the “gateway to stylish dining, arts, culture and lifestyle” by offering live jazz and other specials every day. As a general manager, Chris is in charge of overseeing and running the restaurant at its best which consist of multiple factors such as finances, staffing, guest relations, or minor issues such as a repair.
Chris explained to me that a crucial element in maintaining success within the restaurant industry is having a flowing clientele that is pleased and satisfied with their service. It is within his responsibility to create and maintain successful relationships with guest and even many musicians, in order to secure profitable outcomes that are beneficial to the restaurant. “Within the restaurant industry, one must understand how to adapt to change because without change you are no longer beneficial to the industry. With the world around us always changing with the economy, innovation and technology, we must change with it so that we don’t fall behind.” Therefore, Chris is always enhancing his restaurant with innovative ideas that will please guests and attract more customers. For example, Relish now host recent events such as karaoke night on Friday’s and even speed-dating and relationship forums for the younger generation. Also, Chris oversees local talent searches and have independent artist from around the Philadelphia area that perform a small tour at the restaurant.
In regards to staffing, Chris stated that the restaurant has been hiring more people across all departments because the restaurant has seen growth in recent years. Relish offers entry-level jobs where employees are exposed to many different projects and tasks that enhance their ambition and skills. A valuable trait he looks for in potential candidates is the drive to succeed, he stressed the fact that he wants employees who are driven and determined. Chris is responsible for staffing the restaurant’s “back house” which includes dishwashers and chefs who need experience in preparing quality food in as little time as possible. He also hires “front house” which includes waiters, bartenders, host, and bussers in which Chris elaborates that his restaurant success relies on the staff. “Personality is key for the front house of Relish. A naturally out-going and friendly staff is ideal because guest interactions always need to be positive in order to satisfy their experience at Relish. The restaurant industry consists of all word of mouth, without customer satisfaction we wouldn’t have a successful business.” With all of his employees, Chris looks to hire applicants with the ability to multitask and willingness to adapt to the fast-paced changes and spontaneous situations in the restaurant industry.
Most importantly, as general manager Chris created an abundance of growth throughout the restaurant after cleaning up the mess of the original owners. Unfortunately, when Relish was first created the restaurant was mismanaged and received little clientele because of poor customer service. Yet, Chris took over management and added his personal touches with a very nice and immaculate ambience, an intimate jazz club approach of the 50’s, and professional service with charm. With the success of Relish I ended the interview with asking Chris if expansion was possible in the future, “of course establishing a new restaurant would be essential to our business but it is often difficult to create a restaurant with the same quality and control with a new staff and management.” Before hanging up the phone, I quickly asked Chris where the name Relish was established. Relish: verb to eat and drink with pleasure, “Relish the food, Relish the music, sit back and Relish the experience."
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