W.H. Bender & Associates Introduction - SOW

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Introduction to William H. Bender, FCSI Founder of W.H. Bender & Associates, Specializing in Restaurant & Foodservice Consulting. MAS-Management Advisory Services, Restaurant Operations Best Practices, Strategic Planning, Guest Experience Design, Management Coaching, Concept Development, Profitability Performance, Emerging Brand Development, #FCSI Consulting Rock My Restaurant Foodable Network

Business

u  Founder, W.H. Bender & Associates
u  Industry Veteran and Management Expert
u  C-Level & Independent Experience
u  BOH & FOH Multi-Unit Experience
u  FCSI Professional Member
u  California Restaurant Association Foundation
Board Member
u  Host/Expert on Foodable Network
u  ServSafe Food Protection Manager Certiﬁcate
u  Industry Inﬂuencer, Media Host, Speaker
William H. Bender, FCSI

William H. Bender, F.C.S.I.
Founder & Principal
Consultant ■ Advisor ■ Coach ■ Expert ■ Speaker

Beginning Scope of Work – Management Advisory Services
•  Listening
•  Planning
•  Facilitating
•  Defining
FutureView
•  Development Plans
•  Operations Analysis
•  Strategic Initiatives
•  Controlled Growth
Situation Analysis

Concept Regeneration - Strategic Action Plans

ServPoints™ Sequence of Service
Guest Experience Design

@WmBender
408.784.7371
William H. Bender
Contact Information
W.H. Bender & Associates Blog – WHBender.com
@WHBender
William H. Bender
W.H. Bender & Associates
Apple FaceTime
Skype ID WHBender
www.whbender.com
whb@whbender.com
1430 Norman Avenue
San Jose, CA 95125
Social Media Accounts
We serve all markets and regions.

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"If I Would Have Known Then" Come join our consultant panel as they sit down and tell their stories. Our moderator, Foodservice Consultant magazine editor Michael Jones, will ask the probing and fun questions leading to some serious and some light hearted stories about their career paths from beginnings to today. Learn from their triumphs, mistakes, and life experiences together. Moderator: Michael Jones Panelists: Bill Bender, FCSI Ben Gregoire, FCSI Christine Guyott, FCSI RDN Joe Mora, FCSI Bill founded W.H. Bender & Associates in 1996, a Restaurant and Foodservice consultancy in San Jose, California. He specializes in Restaurant Operations Best Practices, Emerging Chain Development, ServPoints Sequence of Service Design, Concept Regeneration, Sales Building, and Profitability Performance. His deep industry knowledge and tight focus on restaurant fundamentals obtain results for clients – high volume independents, start-up concepts, and emerging brands. His client list includes Cheers Boston, The Loop Pizza Grill, Jacksonville, Florida, Green Street Restaurant, Pasadena, and Erik’s DeliCafe, San Jose. More about Bill: He has been a Professional Member of the FCSI since 2000 and previously chaired the FCSI Council of Professional Standards. He is an active member of the California Restaurant Association and emeritus director of the California Restaurant Foundation He is an NRA Educational Foundation ProStart® Hospitality committee member, delivering orientation and mentoring for one thousand students and teachers yearly at the NRA Show in Chicago. He was the grand prize winner of the Pepsi-Cola “Name the System” Contest in 1969, winning an Aztec Avenger GT12X Sports Car before he had a driver’s license.

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Every restaurant and food service brand must have a ProActive Management Plan for continual operation improvement and team member training and development. Have your TEAM go from knowing to doing. William Bender, FCSI, developed the ProActive Management™ Mindset and Toolbox for restaurant managers and team members to use to end FOREVER the practice of reactive management. The typical restaurant manager’s approach, and often their habit of “putting out fires” — situations and causes of unprepared teams — will keep you from developing your team members and successfully delivering your brand to guests. You only get one opportunity to engage guests and serve them so they will become loyal brand ambassadors. Contact Bill Bender, FCSI at whb@whbender.com

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Inspecting your hand-washing stations (back-of-house and front-of-house) and monitoring your team's hand-washing techniques are essential for best practices. Is the station clean? Is water hot with faucets and valves working properly? Is soap dispenser filled, and pumping correctly? Are single-use towels stocked? Are automatic faucets or hand dryers working correctly? Is the trash receptacle in place? The most critical point of personal cleanliness is frequent and thorough hand washing. (Applied Foodservice Sanitation)

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Let’s define Speed of Service. People have pre-determined expectations for service and the experience in a restaurant. When do they get their order of drinks or food? Start with the most time-sensitive: QSR – 90 seconds to 3 minutes Fast Casual – 4-5 minutes Casual Dining – 12-14 minutes Fine Dining / Destination Restaurant – 30 minutes plus If more than 4 People are queuing, you are losing Sales.

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William is the founder of W.H. Bender & Associates, a premier Restaurant and Foodservice consultancy that provides Management Advisory Services (MAS). He has provided restaurant operations best practices leadership while working and consulting in all foodservice industry segments. Additionally, Bill serves as a vice president of management to Ken Schwartz, FCSI, the CEO of SSA Foodservice Design + Consulting, Tampa, Florida. Bill joined Steak and Ale Restaurants and quickly worked through entry-level positions to become the Kitchen Manager of the 19th unit and East Coast training restaurant in Rockville, Maryland. This enabled him to work alongside many of today’s industry leaders as the Steak and Ale Casual Dining brand skyrocketed under the leadership of Norman Brinker and Vice President of Operations Carl Hays. He served on the new store opening team for the region before being transferred to the high-volume Gulf Freeway unit in Houston, Texas, where he served as Kitchen Manager and Bar Manager. He was then recruited to open T.D. Hays Steak House in San Diego. This team formed Oceans 8 Inc. and opened Steak, Seafood, and Entertainment concepts at four separate locations during the next twelve years. Bill was promoted to General Manager and then Director of Operations, responsible for multiple units. Bill returned to consulting with his own firm in 1996. His background in foodservice management provides a unique insight into running a profitable restaurant operation in today’s hyper-competitive marketplace. Using a tight focus on restaurant fundamentals, he obtains results for clients - high-volume independents, regional and national chains, and start-up concepts. He has written and produced proprietary training systems/processes - FutureView™ Strategic Planning, ServPoints Sequence of Service™ and ProActive Management™ for clients and has implemented these systems at the unit and company level. Bill’s creative force, communication style, and sense of humor provide lasting results when training and motivating teams. Client Upscale Food Outlets/Monterey Pasta Company recruited him in 1993 to become the Vice President of Operations for their fast-casual start-up concept. He was a member of CEO Lance Mortensen’s executive team that successfully completed the Initial Public Offering (PSTA), raising over twelve million dollars for the company. The company opened 42 restaurants in 24 months. Bill is a sought-after speaker and presenter of training sessions and strategic planning for organizations and company conferences. He was a speaker for the National Restaurant Association at its Chicago Show and the FCSI World Conference. He has presented training for the California Restaurant Foundation, the California Department of Education - Home Economics Careers and Technology Education Conference, the Professional Culinary Institute, Art Institute, Mission College Hospitality Management, and Howard Community College.

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W.H. Bender & Associates Introduction - SOW

1. •  ProfitabilManagement Advisory Services Management Advisory Services William H. Bender, FCSI Introduction and Scope of Work Deliverables u  Operations Best Practices u  Guest Experience Design u  Concept Development u  Team Implementation u  Strategic Planning u  Management Coaching u  Proﬁtability Performance u  Emerging Brand Development

2. u  Founder, W.H. Bender & Associates u  Industry Veteran and Management Expert u  C-Level & Independent Experience u  BOH & FOH Multi-Unit Experience u  FCSI Professional Member u  California Restaurant Association Foundation Board Member u  Host/Expert on Foodable Network u  ServSafe Food Protection Manager Certiﬁcate u  Industry Inﬂuencer, Media Host, Speaker William H. Bender, FCSI

3. William H. Bender, F.C.S.I. Founder & Principal Consultant ■ Advisor ■ Coach ■ Expert ■ Speaker

5. Beginning Scope of Work – Management Advisory Services •  Listening •  Planning •  Facilitating •  Defining FutureView •  Development Plans •  Operations Analysis •  Strategic Initiatives •  Controlled Growth Situation Analysis

6. Management Training and Development

7. Concept Regeneration - Strategic Action Plans

8. Concept Regeneration Methodology

9. Concept Regeneration - Brand Identity

10. Concept Regeneration Rebranding ◆  Service is theater ◆  Train, or “choreograph,” the sequence of guest interactions (brand delivery) ◆  50% of a guest’s expectations is shaped by a 3-second first impression

11. ServPoints™ Sequence of Service Guest Experience Design

12. ServPoints™ Sample Deliverable

13. ServPoints™ Sample Deliverable

14.

15. @WmBender 408.784.7371 William H. Bender Contact Information W.H. Bender & Associates Blog – WHBender.com @WHBender William H. Bender W.H. Bender & Associates Apple FaceTime Skype ID WHBender www.whbender.com whb@whbender.com 1430 Norman Avenue San Jose, CA 95125 Social Media Accounts We serve all markets and regions.

W.H. Bender & Associates Introduction - SOW

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W.H. Bender & Associates Introduction - SOW