Avero Single Server Mentoring has helped us realize a significant return on investment while improving the consistency of the guest experience across our restaurants. By developing our managers into mentors and educating our servers, it has helped build a culture of accountability and shared success across Romano’s Macaroni Grill.
 

Norman Abdullah - CEO, Romano's Macaroni Grill

Business Needs

In 2011, Romano's Macaroni Grill launched an initiative to provide guests with a superior Italian dining experience. As part of its brand renewal, the restaurant revamped every element of the concept from fork to Facebook and launched a national campaign publicizing its emphasis on the renewed guest experience. In order to deliver on what it promised, Macaroni Grill needed a way to engage over 10,000 team members across 210 restaurant locations, both in the U.S. and internationally.

Solution

Working with Norman Abdallah, the CEO of Macaroni Grill, Avero introduced a global, holistic plan to support constituents at all levels of the Macaroni Grill organization in rolling out the new brand experience. Utilizing Avero Single Server Mentoring™ (SSM), Avero developed a plan that would Macaroni Grill’s management increase server productivity and deliver on the new, enhanced guest experience.

Benefits

In just over six months, Macaroni Grill saw a positive return on their investment in Avero Single Server Mentoring™, and signicant benets were seen across the organization.

  • Increased Sales and Tips: Macaroni Grill expects to see a 100 basis points improvement in same-store-sales and 5% increase in the average server tip.
  • Lower Staff Turnover: The company has seen an annual decrease in server turnover of nearly 600 basis points due to their work with Avero.
  • Improved Guest Satisfaction: Macaroni Grill saw a 400 basis point improvement in Net Promoter Score against the control group.
  • Consistent Brand Experience: Macaroni Grill has found that Avero Single Server Mentoring™ has helped them better introduce new initiatives and menu items to their service team.