Mike Cortez, Manager, Tom Chamberlain Franchisee
Tom Chamberlain is the franchisee and operator of the Fulton Street Sophie’s Cuban Cuisine restaurant in the downtown area of Manhattan. This restaurant is a half block from the World Trade Center site. Below Tom talks about his business and his background:
EXPERIENCE
With over 25 years of hospitality experience, primarily as a Hotel General Manager in New York City, and an education that includes a Bachelors Degree in Hotel Restaurant Management at the University of New Haven, CT with continuing courses at the Cornell Hotel School and Harvard Business School, I have a great mix of practical experience and formal training.”
PERSONAL
My wife’s name is Stacey and we have two children, eight and ten years old, who you may see once in a while helping out dad in the restaurant during school breaks.
We lived in Manhattan for several years but now reside in New Jersey.
Running and golf help to recharge me for the rigors of the New York restaurant business.
With so many tasty choices at Sophie’s, people are always asking for my recommendations. A couple of my favorites are the Chicken Fricassee, the Ropa Vieja, and the Breaded Chicken sandwich (and don’t forget the Sophie’s Special Green Sauce).
SOPHIE’S INSPIRATION
When I first saw the Sophie's Concept at the Lexington St. location I loved the food and was excited by the large lunchtime crowds. Then when franchising became available I decided to give it a shot.
About one year later I opened my present location 141 Fulton St. as the first franchisee. After over a year and a half of getting the business established things are going well and the business is growing, even in these tough economic times.
OPERATING PHILOSOPHY
I like to be treated with dignity and respect at all times and that’s the way I like to treat my guests. Everyone I hire to join our team at Fulton Street must adhere to these basic principles.
I am happiest when I’m on the floor meeting my guests and making sure they are treated well and leave happy. I have met thousands of people so far in the restaurant enjoying Sophie's delicious food and I’m delighted that almost all of them have returned many times.
I think there is something to be said about being able to speak to and deal with the business owner directly; if you have any feedback for me I'm always available to listen to your concerns or suggestions and address any situations that may arise.
Please come in and introduce yourself on your next visit; I will remember you when you return.
SERVICE STANDARDS
You should be welcomed when you arrive by me or one of my team and thanked for your patronage when you leave; this helps reinforce the sense of a small informal restaurant versus your typical diner or quick service restaurant.
We truly provide personal service; every customer concern is handled personally and expeditiously.
Our food is prepared fresh every day under my supervision while our service is quick, friendly and responsive. You are always assured the freshest, tastiest, and most wholesome food.
Cleanliness and proper sanitary food handling are as important to me as they are to you. I make sure through constant coaching and follow-up that proper techniques are followed all of the time every time.
Whether you’re dining in, taking out, or having it delivered or catered you can expect the same personal care I give all my customers.
CATERING
We do catering, call me directly to personalize your menu and oversee your order. I want you to be the hero of your office or place of work.
DELIVERY
Our delivery area is within a fast ride for our bicycle delivery staff. We will quickly learn the fastest rout to your office and provide reliable delivery while our hot foods are still hot.
TAKE OUT
Our menu has many choices but the Sophie’s system allows us to serve your favorite to you on our take out line in a minimum amount of time. This leaves you plenty of time to relax over lunch any place you want to be. Whether you want a freshly made, custom sandwich built by one of our talented sandwich makers or one of our steaming entrees, we promise you will get it the way you like it – fast.
EAT IN
While we are very busy at lunch time we recognize that most of our guests are on a tight lunch break schedule. We make every effort to keep the tables turning over and to keep the take out line moving quickly. Even if we look very crowded please come on in; I will get you a table in no time, we’re talking 5 minutes or less almost every time.
EXTRAS
Make sure you leave us your business card (email address) so you can be eligible for contests, prizes, specials, or other promotions that we will run once in a while. We’ll let you know what’s happening at Sophie's.