1. Overview
2. Culture
3. Operations
4. Service
5. Menu
6. Selling
7. Satisfaction
8. Problems
9. Closing
10. Rewards
11. Understanding
12. Conclusion

2. Culture

The Hanon Heritage

When Pat Hanon attended Saint Louis University in the mid 1960's, he had every intent on becoming a psychologist. He found people fascinating. Recently married, Pat helped make ends meet while in school by holding a part-time restaurant job at the Cheshire Inn.

Pat knew he had the head and personality for business. From running his own successful paper route as a nine-year-old, to rapid advancement from busboy to manager in the restaurant business, Pat opted to add business as a minor field of college study. He felt gaining a better understanding of business protocol would be good, eventually, for his intended psychology practice.

It could be argued that Pat Hanon has been practicing psychology ever since, but upon graduation from college and a stint in the Marine Corps, he never hung a shingle for his medical practice. Instead, Pat devoted his time, attention, energy and passion to becoming a noted and successful St. Louis restaurateur.

The key to any business is really two-fold. First, you must have a quality product or service. Secondly, you have to be good with people. In the food business, one deals with a wide range of people: customers, employees, suppliers and vendors. In the end, it takes great skill to ensure that everyone is working on behalf of the establishment and toward the same common goal: business success.

Picture little Pat standing on a St. Louis street corner, pedaling afternoon newspapers. Even then, he understood the "art" of the sale. At some level, selling, from newspapers to fine food, is about…entertainment.

According to Pat, the restaurant business is like show business. People go out to eat, not just for the food and drink, but to be entertained. As he likes to point out, the menu is the script; the table, chairs, dishes and silverware are the props; lighting and scenery are important; and the servers are "center stage".

And, you can't be shy. Growing up, Pat Hanon had a stuttering problem, but, he says, never in a restaurant. He felt comfortable there. Quickly, he realized that the restaurant was his element. He also discovered that while great food can never overcome poor service, great service can overcome poor food.

It's no surprise that Hanon restaurants are great family venues. Family is at the core of the Hanon culture. Married since college to his wife of more than 40 years, Joanne, and with two sons, David and Patrick, active as managers in the business, Pat suggests his legacy is not his restaurant and hotel properties, but, his family.

"When I look down from Heaven someday, I hope to see my children successfully raising their children with the same type of love that we raised ours," Hanon said.

It turns out that life as a married college student, courses in psychology and business, a new family to support, and supporting that family through employment in the restaurant business, would always form the core of Pat Hanon's life. Thus, it's easy to understand why those ingredients make up the culture of the Hanon company.

Virtual Tours

Best Practices: Creating the Culture

Best Practices are tried-and-proven management concepts which outline a technique, method, process, activity, incentive or reward that is most effective at delivering a positive outcome in the workplace. Through understanding and implementing these processes and continually measuring workplace execution against these standards, job performance can be executed with fewer problems and unforeseen complications providing a greater level of satisfaction for the worker, and, if relevant, the customer.

Listed below are Hanon Management Best Practices. These standards will change and evolve over time, so, check back frequently to stay current on expectations in the workplace.

Be Positive—WE will strive each and every day, both in the workplace and beyond, to be positive in our attitude, outlook and approach.

Be Professional—WE will conduct themselves always and in all ways in a professional and courteous manner, both to customers and fellow employees.

Be Personable—WE will present ourselves in a friendly, approachable, knowledgeable and helpful manner.

Be Punctual—WE will be on time and available in a timely fashion, whether it is reporting to work, serving customers, or supporting fellow employees.

Be Proactive—WE will seek to provide outstanding service every time and anticipate problems, concerns and needs BEFORE they happen.

Be Perseverant—WE will recognize that not everything comes easily, but our reward comes in the satisfaction of knowing that we have gone beyond the call of duty to provide an exceptional level of service.

  The skills and lessons learned from waiting tables are valuable in and away from the restaurant environment. Whether you've spent years as a successful server or you're on your way to another walk in life, there are few better ways to learn customer service skills, to polish working well with others and to earn rewards for a job well done.

Below you'll find four individuals who attribute their time as a server with helping them achieve professional and personal success in life.



Andrew Dowd
KTRS Radio

Joanne Brungart
Registered Nurse

Deidre Pujols
Pujols 5 Grill

Gena Felmlee

Jen Cooper
Program Manager
Pujols Family Foundation


Ted Brungart
Letter Carrier


Rusty Baker
Vice President
Nationwide Companies


Hanon Management
Bevo Mill
Pujols 5 Grill
The Plaza Grill
Crowne Plaza
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