From Kitchen Dreams to Bar Realities, The Art of Researching Your Guests, and Why Hospitality Starts With Your Staff w/ Anton Kinloch (Part 1) - Ep. 28

Anton Kinloch set out to be a chef, graduating from the Culinary Institute of America with a business degree in hand. But his first job behind a bar triggered a massive pivot. He discovered the power of instant gratification - seeing a guest's reaction in real-time, and realized the financial upside of a beverage-first model. In this episode, Anton unpacks his playbook for engineering unforgettable guest experiences, revealing why true hospitality starts with paying your staff a living wage and how he navigates an industry where a 3% profit margin is the new, unsustainable normal.💡 Unlocking the PlaybookThe Instant Gratification Pivot: Anton’s career shifted from a chef-focused path to a bar-centric one due to the immediate feedback loop of serving guests drinks. Unlike the back-of-house, where you rarely see a diner's reaction, the bar offers an instant connection and the ability to see if you’ve created a magical moment. This insight, combined with the superior profit margins of beverage programs, led him to build his businesses around a strong bar with a tight, intentional food menu.Proactive Hospitality: Anton’s team goes beyond standard service by researching guests before they even arrive. Using publicly available information from social media, they look for small details—like a recent vacation or an anniversary—to create surprise-and-delight moments. Recreating a cocktail someone enjoyed in Hawaii or surprising a couple with a custom dessert for their anniversary transforms a simple night out into a core memory, all without being intrusive.Invest in Your Team First: Anton’s philosophy is that exceptional service is impossible when your staff is stressed about making rent. By paying a living wage well above the industry standard, he removes the pressure of relying on tips. This allows his team to be fully present, creative, and genuinely focused on the guest experience, which reduces turnover and builds a team of true advocates for the business.🤫 PART ONE's Playbook Secret (The official No Trade Secret drops in PART THREE, but here is the hidden secret of PART ONE!)The secret to delivering exceptional hospitality isn't just about the guest; it's about removing the financial pressure from your team. By paying a living wage, you free your staff from the stress of relying on tips, allowing them to be fully present, creative, and genuinely invested in the guest experience. A secure team is empowered to create unforgettable moments.🗣️ Words to Build On"[People] will always forget the drinks, they'll forget the food, but they will never forget how you made them feel. The same is applicable to your staff." – Anton Kinloch"How do we deliver a whole experience where we can... signal to them, hey, we see you, we recognize the situation you're in, and we're here to make it better?" – Anton Kinloch"I do not know many F&B professionals who are both creative and financially minded. Like, you can either be one or the other, but it's very rare where you can find somebody who's able to do both successfully." – Anton Kinloch👤 About AntonAnton is a hospitality operator, bartender, educator, and consultant based in the Hudson Valley. He is the owner and operator of Lone Wolf in Kingston, New York, and previously operated Fuchsia Tiki Bar in New Paltz. His work blends craft cocktails, food, design, education, and service into hospitality concepts that are thoughtful, intentional, and deeply rooted in the guest experience. Through his bars and consulting work, Anton has built a reputation for bringing creativity, technical skill, and a strong point of view to the hospitality industry. 🔗 Links & ResourcesEmail Anton at [email protected] the Lone Wolf Cocktail Bar WebsiteCheck out Lone Wolf's Instagram 🎧 Make sure to listen to PART TWO and keep waiting for that momentum to hear Anton Kinloch’s ultimate "No Trade Secret" in PART THREE