At Barcelona Restaurant Group it’s about more than food: it’s about an experience. Cuisine is only 50 percent of the total Barcelona experience; the other half is made up of intangibles such as lighting, clientele, atmospherics, background music, and conversation with managers and wait staff. For Barcelona to be successful, each employee must deliver the European tapas ambience night after night. To achieve consistent quality, Barcelona gauges its performance with the help of multiple feedback loops. First, the establishment participates in a Secret Shoppers program. Next, the restaurant solicits comments from regular patrons, and every comment card and e-mail goes straight to the owner. Finally, managers monitor activities through restaurant surveillance cameras and by walking the floors to interact with customers.

Question

1. According to Barcelona owner Andy Pforzheimer, why do so many restaurants go out of business?

2. What tactics do leaders at Barcelona use to help measure and control the restaurant’s financial performance?

3. How does Barcelona reward managers and chefs?