Setting the Table continued from page 6 inside, dine outside, six-foot spacing, mask/no mask, vaccine/no vaccine. Just. Wow. What changes do you see in how restaurants will be operating in the future? Query: To-go is here to stay. Every- one is figuring out how to properly send food out the front door. I think we will see fewer huge restaurants: higher dollars per square foot in smaller spaces. And in my opinion, all marginal restaurants will fail. There will be fewer mediocre restaurants in the future — the dining public will no longer tolerate mediocrity. Imbergamo: While the current la- bor shortage is the top issue facing restaurants in the short run, value will lead the hit list for the foreseeable fu- ture. Consumers are going to have to adjust their “value barometer” to re- fl ect the changes in labor rates, com- SECOND HELPING At the moment, business is booming at both Steuben’s and Ace. We’re seeing great guest numbers, and we’re booking a lot of events. But even as we’re overjoyed to wel- come back guests, we’re not “back to normal.” This phase is not without is- sues — shortages in staffi ng and sup- ply chain, increased product and labor costs and an existing workforce that was pushed to their limits in 2020, to name a few — as we’ve gone from zero to lit- erally 100 percent in such a short time. We’ve learned that we need to rede- fi ne what it means to work in restaurants if we want to attract and retain great people. One part of this is incorporating more programs that encourage work/ life balance and self-care into our well- ness programs. Prior to the pandemic, we were deal- ing with labor shortages and a mental health crisis in the industry. The pan- demic has only exacerbated these is- sues, and we must put greater effort into redefi ning what it means to work in the industry if we want to continue to attract great people to Secret Sauce. This is one of the reasons we decided to focus our energy and efforts on our busi- 8 WESTWORD BITES 2021 modity prices and energy increases that are happening or are on the hori- zon. Price increases and shrinking por- tion sizes are inevitable. The days of the $12 hamburger are now the days of the $16 hamburger, and guests will simply have to get used to it or give up the pleasure of eating in restaurants. It’s not like those price increases aren’t happening in the grocery store, too. Padró: You know, it’s an industry that’s in a constant state of change. I think QR codes are here to stay. I think making sure your online presence is as good as your in-store presence will be important. I think you’ll see a good bit of M&A activity. Business models will change as costs increase. You have this contingent out there that thinks rais- ing prices is the answer to increased COGS and wage requirements, and I’d encourage people to strongly disregard that as any type of long-term solution. That’s very dangerous advice, and ig- norant beyond words. Bonanno: I hope carry-away cock- tails become a permanent thing, be- ness in Uptown. At Ace and Steuben’s, staff wages are higher and our benefi ts package is greater than ever. While al- ways part of our culture, there is an even greater focus on the wellness and mental health of our staff. We have leveled the pay scale for BOH and FOH staff while making work/life balance attainable as a chef or restaurant manager. I believe the industry must continue to fi nd ways to attract a new generation of hospitality professionals that see value in the art of taking care of others. We also know that diners missed the full-service restaurant experience, and they’re coming back with more knowledge around what it takes to run a full-service restaurant. Because many were cooking at home, a lot, they’re com- ing back with deeper culinary knowl- edge, too, which breeds an appreciation for the sourcing, prep, execution, pre- sentation and even the cleaning that goes into a restaurant meal. It’s also clear that guests have missed human interaction and being in so- cial settings. Everyone is happy to be greeted, to be served, to be engaged, to enjoy live music or a DJ, to eat hot food off real dishes and to drink from spe- cialty glassware rather than from the takeout packaging they got to know so well during the pandemic. We’re also seeing that guests want to Jacqueline and Frank Bonanno cause what a way to round out a meal! We all got to up our takeout game, and I believe the systems — Tock, Toast — that allowed us to implement that in a cost-effective way are only going to improve. I think everyone has higher expectations for a restaurant meal at home, which is a fantastic thing, and virtual cocktails and appetizers in the winter will always be a wonderful way to connect. And for crying out loud, let’s honor the continued on page 10 directly support Steuben’s and Ace in a couple of ways. First, they’re order- ing direct for pick-up vs. placing orders on third-party delivery apps. Second, as compassion for ongoing challenges grows, guests have become more likely to give feedback directly instead of air- ing their grievances on review sites. We’re all hopeful that shortages on the supply chain and labor sides of the busi- ness will be resolved, but until then, the greater level of acceptance and patience from our team and from guests is a key part of our ongoing success. It’s our goal at Ace and Steuben’s to bring guests back to a happy place and a simpler time by providing a nostalgic and comforting dining experience. The memories of playing ping-pong in your friend’s basement, your mom’s meat- loaf, eating a lobster roll on the beach, or hanging around the fi re with a warm cocktail in hand are all part of our col- lective effort to get back to what’s real and what matters. There’s a built-up demand and de- sire for genuine, authentic, unique and memorable experiences that serve as a reinforcement to some of our values as they relate to friends, family and com- munity that were rediscovered during the pandemic. While more challenging than ever, restaurants are heading in a positive direction. — JOSH WOLKON BONANNO CONCEPTS
