Manager’s Guide To … Tracking the Guest Experience

By georgiafeedback

Blue Smoke and Jazz Standard, upstairs/downstairs Union Square Hospitality Group properties in New York City, cater to slightly different audiences with similar menus of barbecue and comfort-food specialties from across the country. Blue Smoke is the more family-friendly of the two venues, while Jazz Standard boasts nightly live music. Feedback gathered from guest comment cards reflects the audiences’ varying needs and has spurrred small but important changes in the concepts, notes Managing Partner Mark Maynard-Parisi.

At Blue Smoke, the kids menu was updated to address parents’ requests for more healthful options, says Maynard-Parisi. “Parents were telling us, ‘Hey, we’d love to have a seasonal vegetable, that’s what we feed our kids at home,’” he says. Now, Blue Smoke’s youngest guests can opt for grilled salmon with a mixed salad or a tuna sandwich with a seasonal vegetable, in addition to having such traditional choices as grilled cheese with french fries.

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