INTERVIEW WITH OUR FRANCHISEES OF THE YEAR
Matthew Bogue and Jeffrey Chen
TEAM WHITBY
Their excellence in service and food earned them this year’s coveted title. Find out in this
interview how they set the standard for excellence in their restaurants, with this interview
with Jeff Chen.
Q: Can you tell me a bit about your history
with Bâton Rouge?
A: My journey with Bâton Rouge began in 2005
as a server, There I recognised the brand’s
commitment to quality and service. This drew me
in, and since then, I’ve been actively involved in
bringing my passion for hospitality.
Q: Did you have any background in the
restaurant business?
A: Yes, I bring a strong background in the
restaurant business, having been in the industry
for over 20 years, and holding positions as
General Manager, Team Lead and Terminal Lead.
This foundation has equipped me with a deep
understanding of hospitality and a commitment
to excellence.
Q: You always score well in guest surveys,
whether in terms of service, food, cleanliness…
was the customer experience something that
was important to you from the outset?
A: Customer experience has been a paramount
focus from the onset. We believe in treating
guests like family, ensuring their needs are
prioritised, and maintaining a warm, and
welcoming atmosphere. Happy guests are
our key to success.
Q: How do you handle a negative complaint
from a guest?
A: We approach negative complaints as
valuable feedback. Each concern is viewed as
an opportunity to improve. We encourage open
communication, promptly address issues, and
strive for immediate resolution. Our goal is to
turn any negative experience into a positive one.
Q: Do you think there’s a correlation between
happy employees and happy customers?
A: Absolutely. Happy employees are the
backbone of a successful restaurant. They serve
as the face of the business, going above and
beyond to ensure guest satisfaction. A positive
workplace culture directly influences the overall
happiness of our customers.
Q: How do you put in place a culture of guest
experience with employees?
A: We cultivate a culture of guest experience by
creating a fun and safe work environment. Our
staff is equipped with the tools they need through
comprehensive training and ongoing education.
Regular communication, acknowledging our
valued customers, and fostering a sense of
belonging contribute to this culture
Congratulations again Team Whitby!
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