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The Gatekeepers

balth.jpgArnaud Jean-Baptiste, the maître d' of Balthazar in New York City, on one of his approaches to reservation management: "You just have to make it so it's clear you're not shunning people off to the bar and telling them, 'I'll find you when I find you.' I learned the 10-minute rule from the person who trained me: Whenever you're backed up on a reservation, you have to go check in with them every 10 minutes and explain what's going on. People appreciate that." [Eater NY]

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