Many of us read Danny Meyer’s book, Setting the Table, some years ago when we featured it in MG Book Club and discussed it at meetings around that time.
He and Union Square Hospitality Group (or “USHG,” his company), continue to be a source for best practices, habits, philosophies for our industry. From this recent article: Danny Meyer’s Recipes for Success:
USHG language has evolved over the years as a collection of management aphorisms Meyer created in Setting the Table. The “51 percent rule” describes the personality-based hiring principle Meyer conceived by instinct. Potential employees are awarded a “hospitality quotient” score based on traits such as optimism, warmth, and empathy. When evaluating potential hires, 51 percent of the weighting is given to emotional intelligence, and 49 percent to technical skills. There’s extra percentage points on the emotional side that can’t be taught…
The article goes on to describe how they hire for these skills, incorporate them into their onboarding process, and continually train around them. Makes a lot of sense, doesn’t it?