23 Restaurant Services

Why have we decided to test this model?

There are really two objectives behind this model. The first one is to provide the absolute best service in the casual dining industry. As everyone knows, there have been significant changes to minimum wage over the last several years, and with more to come in the near future.

Does this program include a service charge to the guest?

Yes, there is a 20% service charge automatically added to every check. We are confident our guests will see a higher level of service than they are used to in casual dining restaurants. For any guests who do not feel they received exceptional service, please see a manager before leaving the restaurant, and we will make it right.

How much of the service charge goes to the servers and bartenders?

The service charge in lieu of tipping model means that we can compensate our restaurant team, including the servers and bartenders, differently. Under this model servers and bartenders earn a commission for what they sell, not a percentage of the service fee.

Are guests still expected to leave a tip? Why is there still a tip line on the credit card slip?

The answer is no tip is expected. We have a lot of guests who build relationships with their servers and bartenders, or they feel they received such exceptional service they truly want to give a little more, so that is what the tip line is for. Any optional tip (typically anywhere from 3%-6%) that is added to the check goes 100% to your server. This is why we say additional tip is never expected but it is accepted.

Is this program designed to make more money for the business?

No, the model is designed to provide the best service in the casual dining industry and increase pay at all positions. It is not intended to add to the restaurant’s bottom line by anything other than the benefits that will come from increasing guest satisfaction and being an employer of choice. So far, in testing, this has proven to be the result.