John Dettori: Super Service

“I didn’t even know this part of the business existed,” Dettori says. “I had a roommate from college who was an area coordinator for Lackmann, and he said, I have a job for you if you want it. I worked at the Bank of Tokyo, which was very high end. I worked at the New York Stock Exchange, where I got to serve Martha Stewart after she rang the bell. After that I went to the Rockefeller Foundation, where I got to serve President Carter, Bob Vila and Yo Yo Ma. Then five years ago, I came to Tiffany’s, and they’ve wanted me to stay ever since.”

Dettori says it was his background as a chef that allowed him to help decrease Tiffany’s subsidy by $40,000 last year. Through changes in staffing and reconfiguring the menu mix, Dettori says he was able to help reduce the subsidy.

“Decreasing the subsidy was a lot about staffing changes and looking at the menu mix and reeling that in a little bit,” Dettori says. “When you cut back on staffing and on the menu mix you don’t want people to notice. Fortunately, I have a real culinary background so I’m able to switch things out without anyone really noticing. My chefs are able to do the same. Instead of using sirloin, we’re using hanger steak—things like that.”

Pedersen was also impressed with how Dettori decreased the subsidy.

“Because of the downsizing of the population at Tiffany & Co., we have seen an effect on our dining services, causing a reduction in customer counts,” Pedersen says. “Through redesigning our menus, combo deals being offered, cross-training our team members and watching overall costs, John greatly helped in the reduction in subsidy.”

Serving satisfies: Dettori says customer service comes naturally to him because of his many jobs in the service industry. He looks at mentoring as just another way he can provide service to a different customer: his staff.

“I just show the less experienced staff proper cooking techniques such as proper knife skills,” Dettori says. “It’s nothing formal. I hire people that I know have ability and then I’ll push them as far as I can. Everyone here was trained before I got here, but I have taught chefs how to do some manager’s skills as well, which is not always so easy with someone from the kitchen. I really enjoy that. I think these days people are afraid to give colleagues skills for fear of them taking their jobs. If I teach my staff then they will have the knowledge and the capability to move up.”

John Dettori, FSD of the Month, Tiffany and Co., servery

This love of mentoring plays into Dettori’s management philosophy.

“My management philosophy is to let people do their jobs,” Dettori says. “I hire them to do a job and I let them do it. I can guide them and show them what I think is most important, which is customer service and really good food, but if they’re not on board with that, they aren’t going to be as successful. I’m very fortunate that in all three locations I’m working with people who have been with the company for a long time; they have that Lackmann philosophy of outstanding customer service.”

Another successful aspect of Dettori’s focus on customer service is his promotions. Daily promotions such as noodle bowls, and themed days such as a Feast of San Gennaro have been very popular.

“Our biggest promotion is our monthly raffle,” Dettori says. “If a customer spends $5, they get a ticket. They can get as many tickets as possible and at the end of the month we have a drawing and they can win anything from a bicycle to an iPod. It’s interesting because it’s hard to do that type of stuff in the city because those customers are looking for a more relaxing atmosphere. So we try to cater our promotions to each location.”
Pedersen says Dettori’s customer service-oriented attitude is what really makes him a success.

“Whenever there are issues, problems or concerns John is always the first to volunteer to assist and resolve the problems quickly,” Pedersen says. “He works extremely hard to make sure his clients receive the special attention that they deserve. On a daily basis John is always working one on one with his front- and back-of-the-house team members, training them and bringing them up to the next level in which they can grow within our company. Our Tiffany & Co. clients are very excited about having John operate their dining services. The guest survey scores have gone up and the atmosphere of the dining experience has been nothing but extraordinary.”

More From FoodService Director

Industry News & Opinion

Sodexo has appointed Cathy Desquesses as its chief people officer, the company announced on Friday.

Before joining Sodexo, Desquesses held multiple leadership roles in the human resources department at General Electric, where she worked for 20 years. Most recently, she was the global HR leader for GE Power Gas.

Desquesses will begin her new role on July 1 and will report to Sodexo CEO Denis Machuel. She will replace Juan Pablo Urruticoechea, who is moving into a new position at Sodexo.

Photo courtesy of Sodexo

Managing Your Business
woman in the kitchen alone

The #MeToo movement has turned sexual harassment into the top labor-related regulatory issue for all employers, triggering action from three out of four companies, according to a new survey on workforce concerns.

About two-thirds (66%) of employers rank the issue among their top two employment-related legal worries, even without a change in the pertinent laws and regulations, the canvass found.

What has changed, concluded surveyor Littler Mendelson, one of the nation’s largest labor-focused legal firms, are employee expectations and the social climate.

“No company...

Managing Your Business
Starbucks college campus

Noncommercial dining centers are often filled with their own Starbucks, Burger Kings, Panera Breads and dozens of other nationally recognized brands. Branded concepts, whether corporate brands or self-operated, offer diners familiar names, menu items, and a sense of place. This translates into more money spent and more diner loyalty for foodservice operators.

However, the success of branded concepts vary greatly. There can be significantly different results depending on whether noncommercial operators decide to franchise, lease or develop their own branded concepts. There’s no one-...

Menu Development
pizza oven

Wood-fired ovens take the biggest slice of the pie when it comes to pizza-cooking preference for consumers. Just fewer than half (45%) of consumers say they prefer a pizza cooked in a wood-fired oven compared to other oven cooking methods. Here are the styles of ovens pizza consumers prefer most.

Wood-fired oven 45% Gas oven 13% Electric oven 11% Grilled 4% Coal oven 4% No preference 23%

Source: Technomic 2018 Pizza Consumer Trend Report , powered by Ignite

Photo courtesy of Thinkstock

FSD Resources

Code for Asynchronous jQuery Munchkin Tracking Code