Hospitality Case Study
With a reputation forged over the course of half a century, this restaurant is the go-to destination for business leaders and politicians to rub shoulders in Montreal, Canada.
A legendary steak house in Montreal for over 60 years is facing a wave of retirements and the war for talent is putting pressure on an already depleted industry struggling to survive.
By developing a management and employee incentive program complete with custom web based app, we transformed the loyalty and retention ratio to improve on field performance. The managers are now equipped to immediately recognize employee efforts (through points that are redeemable in special events) and the employees obtained more leverage related to increase production or effort output.
Over our time with this client, all performance metrics went up. From sales to food/liquor profits, to customer reviews and most importantly: retention. The culture moved from a spiralling blame game to a performance & recognition contest.