Harvard Club of Boston
Boston, MA
Front of House Recruitment, Training and Operations
VISION
One of the most iconic clubs in the nation, the Harvard Club unveiled a new dining room, kitchen and menu as part of a larger clubhouse renovation. Club management wanted to attract the highest quality candidates to staff the newly designed space because they envisioned a dining experience characterized by the refinement of five-star service.
PROCESS
RealFood worked with club leadership to define and implement a new recruiting process for front of house staff and created the necessary materials to appeal to the right candidates. To help facilitate lasting elevated service, RealFood developed custom systems and tools that included a service standards manual, steps of service, role-playing exercises and written tests.
- Front of House Systems Development
- Human Resources & Management Recruiting
- Staff Training and Development
OUTCOMES
By establishing roles, responsibilities and accountability for the service staff, club management equipped themselves with the critical foundation for success, as well as the necessary tools and resources to roll out a custom training program.
STRATEGIC ACHIEVEMENT
With key elements of the guest experience defined by RealFood and the proper training tools in place, the front of house team was empowered with confidence and expertise. As member-facing staff, they were able to more successfully fulfill their roles as ambassadors of the brand.
