Pizza Today - October 2017 - 33

to do with the food being 100 percent
on, but the service absolutely has to be
there from how customers are greeted
to the attentiveness of staff."
That's why LaMotta appointed
himself front-of-the house manager at
LaMotta's, the 150-seat operation his
parents Salvatore and Maria founded
nearly 40 years ago, and why pizzeria
owners like Drury have made the
investment in a FoH manager.
"You need someone to look over the
entry of customers into the business,
someone to be singularly focused on
the customer experience beyond making or routing food," Drury says.
At LaMotta's, for instance, LaMotta
himself -- or his parents -- greet
every guest at the front door, even
offering a glass of water on hot days to
cultivate a positive first impression.
"This changes the whole attitude.
The customer feels special and taken
care of, not just like they're there
to pay for a meal," says LaMotta,
acknowledging that such attentive
service would be challenging to
accomplish had he tried to run back
and front-of-the-house operations
simultaneously.
Also in his role as front-of-thehouse manager, LaMotta makes sure
every guest leaves with a LaMotta's
menu or bounce-back offer, while he
also oversees scheduling, shift cuts,
table touches, employee or customer
issues, server training and general hospitality such as providing kids crayons,
coloring books and balloons.
That's a rather typical job description for a front-of-the-house manager,
though other pizzeria owners might
also charge the manager to handle the
hiring and dismissal of dining room
personnel as well.
LANDING THE RIGHT FRONT-OF-THEHOUSE LEADER. In an ideal world,

Master Pizza president Jeremy Galvin
says every one of his seven locations
in northeastern Ohio would feature
one GM capable of quarterbacking
back-of-the-house and front-of-thehouse operations simultaneously and
seamlessly.
"But those types are few and far

between," Galvin admits.
Instead, Galvin is often dividing
up the roles, reverting to an age-old
restaurant industry practice when he
looks to bring on -- or elevate from
within -- a front-of-the-house manager: target personality first. Thereafter,
Galvin can educate the manager on
the role's intricate particulars, such as
scheduling or food-and-drink pairings.
"First and foremost, I want someone
with a positive outlook, someone truly
interested in people and invested in
ensuring guests have a positive experience," he says.
And when seeking that manager,
Galvin adds, it's important ownership
be honest with themselves about their
strengths and weaknesses, particularly
if they would not define themselves as
a "people person."
"If that's the case, then get help from
someone who is considered a 'people
person,'" he says. "That individual is
much more likely to understand what
the front of the house needs than
someone who excels on the operations
side."
If the restaurant features both a
back-of-the-house and front-of-thehouse leader, Galvin suggests ownership clearly define responsibilities
and help each leader understand their
partner's value. The earlier this is
accomplished, the better, says Galvin,
who likes to clarify roles during the
interview process when candidates are
most open to a different arrangement.
This helps to minimize conflict and
battles for authority.
"The secret is to get these two
people to respect that their counterpart
is the yin to their yang," Galvin says.
When that is accomplished, the restaurant becomes an efficient, customer-focused operation that positions
itself for success. Lacking that synergy,
however, customers could flee.
"People want to go to places where
they're known, taken care of and trust
they'll get reliable food and service,"
LaMotta says. n

is a Chicago-based
freelance writer and frequent contributor
to Pizza Today.
DANIEL P. SMITH



Table of Contents for the Digital Edition of Pizza Today - October 2017

Pizza Today - October 2017
Commentary
Contents
Contributors
Expo Spotlight
Interact
Conversation
Man on the Street
Respecting the Craft
At Your Service
Destinations
Knead to Know
A Front-of-House Manager
Bbq Types to Menu
For the Love of Linguine
Lobster
National Pizza Month
Fundraisers
Road to Pizza & Pasta
Hot 100 Independents
Rebranded
The Pies of Providence
Preferred Suppliers
Pizza & Pasta Ne Exhibitor List
Pizza Today Yellow Pages
The Marketplace
Reader’s Resource
Mike’s Monthy Tip
Pizza Today - October 2017 - CT1
Pizza Today - October 2017 - CT2
Pizza Today - October 2017 - Pizza Today - October 2017
Pizza Today - October 2017 - Cover2
Pizza Today - October 2017 - Commentary
Pizza Today - October 2017 - 4
Pizza Today - October 2017 - 5
Pizza Today - October 2017 - Contents
Pizza Today - October 2017 - 7
Pizza Today - October 2017 - 8
Pizza Today - October 2017 - 9
Pizza Today - October 2017 - Contributors
Pizza Today - October 2017 - 11
Pizza Today - October 2017 - Expo Spotlight
Pizza Today - October 2017 - 13
Pizza Today - October 2017 - Interact
Pizza Today - October 2017 - 15
Pizza Today - October 2017 - Conversation
Pizza Today - October 2017 - 17
Pizza Today - October 2017 - Man on the Street
Pizza Today - October 2017 - 19
Pizza Today - October 2017 - Respecting the Craft
Pizza Today - October 2017 - 21
Pizza Today - October 2017 - At Your Service
Pizza Today - October 2017 - 23
Pizza Today - October 2017 - Destinations
Pizza Today - October 2017 - 25
Pizza Today - October 2017 - Knead to Know
Pizza Today - October 2017 - 27
Pizza Today - October 2017 - 28
Pizza Today - October 2017 - 29
Pizza Today - October 2017 - A Front-of-House Manager
Pizza Today - October 2017 - 31
Pizza Today - October 2017 - 32
Pizza Today - October 2017 - 33
Pizza Today - October 2017 - Bbq Types to Menu
Pizza Today - October 2017 - 35
Pizza Today - October 2017 - 36
Pizza Today - October 2017 - 37
Pizza Today - October 2017 - For the Love of Linguine
Pizza Today - October 2017 - 39
Pizza Today - October 2017 - 40
Pizza Today - October 2017 - 41
Pizza Today - October 2017 - Lobster
Pizza Today - October 2017 - 43
Pizza Today - October 2017 - 44
Pizza Today - October 2017 - 45
Pizza Today - October 2017 - National Pizza Month
Pizza Today - October 2017 - 47
Pizza Today - October 2017 - 48
Pizza Today - October 2017 - 49
Pizza Today - October 2017 - Fundraisers
Pizza Today - October 2017 - 51
Pizza Today - October 2017 - 52
Pizza Today - October 2017 - 53
Pizza Today - October 2017 - Road to Pizza & Pasta
Pizza Today - October 2017 - 55
Pizza Today - October 2017 - Hot 100 Independents
Pizza Today - October 2017 - 57
Pizza Today - October 2017 - 58
Pizza Today - October 2017 - 59
Pizza Today - October 2017 - Rebranded
Pizza Today - October 2017 - 61
Pizza Today - October 2017 - 62
Pizza Today - October 2017 - 63
Pizza Today - October 2017 - The Pies of Providence
Pizza Today - October 2017 - 65
Pizza Today - October 2017 - 66
Pizza Today - October 2017 - 67
Pizza Today - October 2017 - 68
Pizza Today - October 2017 - 69
Pizza Today - October 2017 - 70
Pizza Today - October 2017 - 71
Pizza Today - October 2017 - 72
Pizza Today - October 2017 - 73
Pizza Today - October 2017 - 74
Pizza Today - October 2017 - 75
Pizza Today - October 2017 - 76
Pizza Today - October 2017 - 77
Pizza Today - October 2017 - Preferred Suppliers
Pizza Today - October 2017 - 79
Pizza Today - October 2017 - Pizza & Pasta Ne Exhibitor List
Pizza Today - October 2017 - 81
Pizza Today - October 2017 - 82
Pizza Today - October 2017 - 83
Pizza Today - October 2017 - Pizza Today Yellow Pages
Pizza Today - October 2017 - 85
Pizza Today - October 2017 - 86
Pizza Today - October 2017 - 87
Pizza Today - October 2017 - 88
Pizza Today - October 2017 - 89
Pizza Today - October 2017 - 90
Pizza Today - October 2017 - 91
Pizza Today - October 2017 - 92
Pizza Today - October 2017 - The Marketplace
Pizza Today - October 2017 - 94
Pizza Today - October 2017 - 95
Pizza Today - October 2017 - 96
Pizza Today - October 2017 - 97
Pizza Today - October 2017 - 98
Pizza Today - October 2017 - 99
Pizza Today - October 2017 - 100
Pizza Today - October 2017 - 101
Pizza Today - October 2017 - 102
Pizza Today - October 2017 - 103
Pizza Today - October 2017 - 104
Pizza Today - October 2017 - Reader’s Resource
Pizza Today - October 2017 - Mike’s Monthy Tip
Pizza Today - October 2017 - Cover3
Pizza Today - October 2017 - Cover4
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