Just six months after first opening, COVID-19 forced the restaurant to close. The local, chef-driven restaurant at Minneapolis-St. Paul International Airport (MSP) was to shutter for the next two years.
Invigorated with a completely new staff and a new head chef the Cook and the Ox has been showered with glowing compliments since it reopened on August 1st. Steve Bryne, Vice President of Concepts & Standards says two guests stopped him the other day, one to say, “This is the best food I’ve ever had in an airport.” The other said, “If I sit with my back to the door, I don’t even know I’m in an airport.” High praise indeed, and proof there can be a quiet oasis in the busy airport environment.
The restaurant and bar – meant to seat 135 people – is open with just 50 seats serving a limited menu. “We did that purposely, for two reasons. One, in concern for traveler and employee safety, and two, the difficulty in hiring staff,” says Steve. “We just hired a new cook and have two bartenders coming on board, so we hope to increase the number of available seats as we get additional staff trained to serve our guests.”
Steve went on to say, “We want this to be a place where travelers come in, enjoy great food, great wine, and not worry about anything for an hour. We put together a new training program that takes our service levels to another level. We want to create a culture where the guest is compelled to comment.”
While he joined Areas just four months ago, Steve has bigger plans in mind than simply reopening a single restaurant. He will be creating new operating procedures that can be implemented across the company. And he wants to take the success of The Cook and the Ox’s reopening to develop standards that can be employed in any Areas food and beverage operation, whether fine dining or quick service.
“We want our service standards to be intuitive, where the staff makes an emotional connection with the guest. This is how to create a memorable travel dining experience,” notes Steve.
Mini Desserts Satisfy and Cut Waste
To that point, trash cans were removed from The Cook and the Ox’s kitchen. Why? “Once something is thrown in the trash, it’s not given another thought. We use small clear plastic containers that sit on the counter instead. This allows managers to see waste any time they walk into the kitchen.” As a result, The Cook and the Ox produces very little food waste, a huge cost savings, and another standard Steve intends implement across all Areas food and beverage operations.
In all, the reopening of The Cook and the Ox can only be called a big success, both as a fine dining experience for MSP travelers, and as positive proof that careful planning, expert training, and small changes can make a huge difference. Steve says, “Is it 100%? Not yet, but we’re getting there.” Just two weeks in, the Airport is very pleased and looks forward to The Cook and the Ox once again being a full-capacity, fine dining/bar experience for MSP travelers.