Harvard Club

RealFood’s engagement with Harvard Club centered around recruiting, operational evaluation, and systems development. This historic Boston club is more than a century old so our goal was to improve the iconic guest experience and gain operational improvements for the club team. Establishing roles, responsibilities and accountability were a critical foundation for the success of the project. RealFood worked with ownership to define, develop, and implement the HR recruitment process to deliver the highest quality candidates. To achieve this, RealFood:

  • Created a list of skill sets for job postings
  • Reviewed and refined the organizational chart and staffing guidelines
  • Using the established skill set of each service team member, developed full job descriptions for FOH service positions
  • Established a recruitment timeline and drove the process to stay on track
  • Developed and implemented recruitment materials and processes

While the search to put the right people in the right seats was happening, RealFood began to develop customized Front of House systems that would be customized once the senior leadership team was in place. Given that the FOH team acts as both sales force and first point of guest contact, it was critical to have the right tools in place to define key elements of the Harvard Club guest experience and to train accordingly. To deliver this consistent, high level of guest experience, RealFood worked to develop the following systems and tools:

  • Service Standards for team members
  • Steps of Service for best in class, consistent guest experience
  • Food & Beverage knowledge training materials