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A Guide for Restaurant Champions and Managers

What is GRITT?

GRITT stands for Goals, Results, Insights, Training & Coaching — a monthly performance and coaching report designed specifically for restaurant operators and their teams. It transforms POS data into actionable coaching insights that drive revenue growth and operational excellence.

GRITT reports are deterministic (data-driven, not guessed), hallucination-free (every number traces to source data), and coaching-focused (built to help you have better conversations with your staff).

The Report at a Glance

A GRITT report is organized into four main sections:

1. Executive Summary — Your outlet's headline KPIs and performance story
2. Results — Detailed performance metrics across servers, shifts, products, and day-of-week
3. Insights & Analysis — What the data reveals about opportunities and performance gaps
4. Coaching Priorities — Specific, actionable coaching interventions ranked by revenue impact

Section 1: Executive Summary

The Header

The report opens with a dark green header displaying:

• Report title: GRITT Performance & Coaching Report
• Outlet name and location
• Report period (e.g., March 2026)
• Key badges (e.g., Days Reported, Data Quality)

The Story

Just below the header, a brief narrative introduces your outlet's performance for the month. This is your "headline" — the most important thing to know.

Example: "The Ivy delivered $353,225 in March 2026 with a house RPC of $126.92, down 32.3% from February but establishing strong operational baselines. The 30.6% beverage mix and 19.9% tip percentage demonstrate solid fundamentals, while significant performance gaps between elite servers ($250 RPC) and intervention-tier staff ($53-111 RPC) reveal immediate coaching opportunities worth $36,738 monthly."

What to do with this: Read it first. It tells you whether the month was strong, where the challenges are, and what matters most.

The KPI Grid

Three cards display your outlet-level KPIs:

How to read KPI cards:

• Bold number at top = your actual performance
• Small text below = additional context (e.g., "2,783 checks across [X] servers")

Section 2: Results (The Data)

Server Performance Breakdown

This section ranks your entire service team by Revenue Per Check (RPC). Servers are organized into tiers:

Elite Tier (Highest RPC)

• Top 2-3 performers with RPC of $200+
• These servers set the revenue ceiling — they're doing something right
• Study their techniques; they're your coaching models

High Coachable Tier (Solid performers)

• Mid-range servers with RPC $150–$199
• Strong fundamentals, room to improve
• Primary coaching candidates for reaching elite status

Developing Tier (Needs focus)

• Emerging servers with RPC $100–$149
• New team members or those with coaching potential
• Require structured skill development

Intervention Tier (Lowest RPC)

• Servers with RPC below $100
• Highest-impact coaching opportunity (biggest dollar upside)
• May signal onboarding gaps, product knowledge issues, or confidence problems

How to use this table:

1. Identify your elite performers — Who's at the top?
2. Note the RPC spread — What's the gap between top and bottom? (e.g., $250 vs $79 = $171 gap per check)
3. Look at check counts — A server with 200 checks carries more weight than one with 20 checks
4. Calculate the opportunity — (Elite RPC − Intervention RPC) × (Intervention server checks) = monthly revenue upside

Example calculation:

• James O'Sullivan (Elite): $267 RPC
• Arjun Sharma (Developing): $198.97 RPC
• Gap per check: $68.03
• Arjun's checks: 198
• Monthly opportunity: $68.03 × 198 = $13,468 annual impact

Shift Performance (Lunch vs. Dinner)

Tables show how your outlet performs by shift:

• Lunch service
• Dinner service
• Happy hour (if applicable)

Key metrics by shift:

• Number of checks
• Net sales
• RPC
• Beverage mix %
• Tip %

What this reveals:

• Which shift generates most revenue
• Whether day-part strategies are working (e.g., is lunch attachment as strong as dinner?)
• If staffing levels match demand
• Whether different shifts need different coaching

Day-of-Week Breakdown

A table showing RPC, beverage mix, and tip % by each day of the week.

What to look for:

• High-performing days (e.g., Sunday $139 RPC) — Why? More traffic? Better staffing? Stronger menu alignment?
• Low-performing days (e.g., Friday $119 RPC) — Why? Staffing gaps? Operational bottlenecks? Different guest profile?
• Beverage mix patterns — Do guests drink more on weekends? During high-traffic periods?

Action: If Friday consistently underperforms Sunday by $20 RPC across 500+ checks, that's an $10K monthly opportunity worth investigating.

Product Performance

Tables ranking your top-selling products by:

• Total revenue generated
• Number of transactions
• Average price per unit

Insights this provides:

• What your guests actually want (vs. what you think they want)
• Attachment rates (which items sell together?)
• Pricing power (which items command premium prices?)

Example: If your seafood entrée sells 800 times but wine sales are low, you have a wine-pairing coaching opportunity.

Section 3: Insights & Analysis

This section presents colored insight boxes highlighting key findings:

Green Box = Positive/Strength

✓ Something your outlet is doing well
✓ Celebrate it
✓ Don't break what's working

Orange Box = Opportunity

⚠ A gap you can close with focused coaching
⚠ Usually high-impact and achievable in 30–45 days
⚠ Primary coaching targets

Red Box = Concern

A performance gap that's costing you significant revenue
Requires urgent attention
May indicate systemic issues (staffing, training, product knowledge)

How to read insight boxes:

1. Read the headline (bold text) — What's the insight?
2. Read the explanation — Why does this matter? What's the business impact?
3. Note the dollar figure — How much money is this worth?

Example insight box:

Orange Box Headline: "Elite Server Performance Gap Creates $15K Monthly Coaching Opportunity"

Explanation: Tom O'Sullivan ($267 RPC) and Aisha Patel ($252 RPC) demonstrate the revenue ceiling achievable with current menu and operations, while six intervention-tier servers average $79.58 RPC. Elevating bottom performers to developing tier standards ($180+ RPC) represents $15,000+ monthly uplift.

What to do: Focus coaching on the six intervention-tier servers. Their uplift is worth $15K/month.

Section 4: Coaching Priorities

This is the action section of the report. Priorities are ranked by revenue impact (biggest money first).

Anatomy of a Coaching Priority

Each priority follows this structure:

Priority [#]: [Coaching Theme]

The headline tells you what to focus on and why it matters.

Who:

The specific servers or group needing coaching. Be precise — name them.

Example: "Arjun Sharma, Zofia Nowak, Amira Hassan (3 developing-tier servers with 517 combined checks)"

What:

The performance gap explained in business terms.

• What's happening?
• Why does it matter?
• How much money is it costing?

Example: "Arjun Sharma ($198.97 RPC / 198 checks) shows emerging performance. With focused coaching on wine confidence and upsell technique, he can reach $220+ RPC. Higher tip targets and product knowledge gaps appear to be growth areas."

Action:

Specific, executable coaching steps (usually 4–6 bullet points).

These are not generic advice. They're tailored to the specific gap revealed in your data.

Example actions:

• Pair Amira with James O'Sullivan for 3 shadow shifts focusing on upsell sequencing and product knowledge
• Implement daily pre-shift product knowledge quiz (5 minutes, top 5 items by revenue)
• Record Arjun's top 5 RPC checks and review technique with manager
• Establish weekly 1:1 coaching focused on confidence-building around high-ticket items

Measure:

The specific 30–45 day target that indicates success.

Example: "Increase Arjun's RPC from $198.97 to $220 within 45 days, capturing $4,140 monthly uplift and demonstrating coaching effectiveness."

How to Use This Report as a Manager

1. Read It Once (Quickly)

• Scan the executive summary
• Look at the KPI grid
• Check which coaching priorities are marked "Priority 1" and "Priority 2"
• Note the total addressable revenue opportunity

2. Read It Twice (Carefully)

• Deep-dive into your top 3–5 servers (where most of your revenue comes from)
• Look at the server tiers — where are the gaps?
• Check the day-of-week breakdown — are there patterns?
• Read the orange (opportunity) and red (concern) insight boxes

3. Share It With Your Team

• Hold a 30-minute team meeting with all servers
• Start with celebration (green boxes, top performers, "What to Celebrate This Month" section)
• Then introduce coaching priorities in rank order
• Assign specific servers to specific priorities

4. Coach on It

• Use the "Who/What/Action/Measure" structure in 1:1 conversations
• Reference the specific dollars: "Your RPC is $79. James's is $267. That's $188 per check. If we get you to $150, that's an extra $26K in revenue monthly."
• Celebrate progress in next month's report

5. Track Progress

• Set weekly check-ins for intervention-tier servers
• Use the "Measure" section as your 30–45 day target
• Look for incremental wins, not perfection

Key Metrics Explained

Revenue Per Check (RPC)

Formula: Net Sales ÷ Checks
Why it matters: Best single indicator of server performance, upselling skill, menu mastery, and pricing power
Target: Varies by restaurant, but typically $120–$200+
How to improve: Better upselling, confidence, product knowledge, menu engineering

Revenue Per Guest (RPG)

Formula: Net Sales ÷ Guests
Why it matters: Removes the party-size variable (tells you if guests are ordering more, not just coming in larger groups)
Target: Typically $60–$100+
How to improve: Attachment rate (apps, desserts, beverages)

Beverage Mix %

Formula: Beverage Sales ÷ Net Sales × 100
Why it matters: Beverages have higher margins (40–60%) than food (20–35%), so every 1% increase is significant revenue
Target: Typically 25–35%, varies by concept
How to improve: Wine pairing training, back-bar knowledge, upselling confidence

Tip Percentage

Formula: Total Tips ÷ Net Sales × 100
Why it matters: Proxy for guest satisfaction, service quality, and staff morale
Target: 18–20%+
How to improve: Service training, consistency, product knowledge, confidence

Check Count

Formula: Total number of guest checks processed
Why it matters: Volume × RPC = your revenue. Identifies which servers are driving volume vs. revenue
Key insight: A server with high volume but low RPC is leaving money on the table through missed upsells

Red Flags to Watch

Questions to Ask at Your Next Team Meeting

1. "Who's in the elite tier, and what are they doing differently?"
2. "Which day underperforms, and why?"
3. "Where's the biggest RPC gap, and how can we close it?"
4. "Are we leaving beverage revenue on the table?"
5. "Which servers are ready to move up a tier?"
6. "What should we celebrate this month?"

The Bottom Line

A GRITT report does three things:

1. Shows you the truth — Where your revenue is coming from, where it's leaking, and what's working
2. Points to opportunities — Ranked by dollar impact, so you coach on what matters most
3. Gives you actions — Specific, executable steps to close gaps within 30–45 days

Use it to have better conversations with your team. Use the data to celebrate wins and coach on gaps. Repeat monthly.

GRITT is built for restaurants, by people who understand your business. Every number tells a story. Every gap is an opportunity.

We’re aware of an issue impacting Incentive processing on IN-Gauge 

Our engineering teams are actively working on the root cause and resolution. We expect to provide a further update within the next 60 minutes.

We apologize for the inconvenience this may cause and want to assure you this is being treated as a priority. We are focused on resolving the issue as quickly as possible and restoring normal processing.

Thank you for your patience and understanding.

The issue affecting multi-language audio tracks in our LMS video player has now been fully resolved.

This Wistia feature allows a single video to contain multiple audio tracks so learners can easily switch between languages without needing separate versions of the same video. Each track is labeled by language, and engagement tracking remains unified across all versions.

Resolved on: Thursday, November 27th

Welcome to your first AI-powered performance report! This comprehensive document provides strategic insights to help you lead your team to greater success. Let me walk you through each section and what it means for you as a Champion.

Section 1: Training Pairing Recommendations

This powerful feature identifies strategic mentorship opportunities within your team. The AI analyzes performance patterns and suggests optimal pairings where:

• High performers are matched with developing agents based on complementary skills
• Each pairing includes specific focus areas from your service framework
• Expected improvement timelines are provided (typically 3-8 weeks)

What you'll see: The system identifies your top performers in specific skill areas (like premium value selling or high-conversion techniques) and pairs them with team members who would benefit most from that expertise. This isn't about pointing out weaknesses—it's about accelerating everyone's success through targeted knowledge transfer.

Section 2: Agent Focus - Individual Performance Metrics

This section provides a comprehensive view of each team member's performance, divided into:

Top Performers

• Their total incremental revenue generated
• Number of successful transactions
• Average transaction value
• Their specialty area (e.g., "Premium Rooms etc")

Agents Requiring Development

For team members with growth opportunities, you'll see:

• Performance Gap Analysis: Objective insights about where opportunities exist
• Coaching Focus: Specific, actionable areas for improvement
• Timeline for Growth: Realistic expectations for skill development

Key insight: The report focuses on potential rather than issues.
For example, if someone has high activity but lower average values, it highlights this as an "opportunity for value anchoring development" rather than a deficiency.

Section 3: Property Summary

This executive overview provides four strategic insights:

1. Top Revenue Opportunity: Identifies your highest-potential revenue stream
2. Primary Focus Area: The key strategic initiative for maximum impact
3. Key Success Target: A specific, achievable goal based on current performance
4. Performance Trend: Overall trajectory of your team's results

What makes this valuable: Instead of drowning in data, you get clear, actionable priorities that show exactly where to focus your leadership energy.

Section 4: Priority Action Items

The report concludes with typically 2-3 specific action items, each including:

• Clear description of the opportunity
• Target KPIs to track progress
• Expected revenue impact in concrete terms

Example format you'll see:

• Action item with specific focus area
• Which team members or segments to target
• Measurable expected outcomes
• Monthly revenue increase projections

Important Context: Soft Launch Disclaimer

You'll notice a disclaimer at the bottom noting this is part of a soft launch. This transparency is intentional—we're continuously refining the AI model based on real-world results and your feedback. Your input during this phase is invaluable for ensuring accuracy and relevance.

How to Use This Report as a Champion

1. Start with the Priority Action Items - These are your quick wins
2. Review the Training Pairings - Facilitate these mentorship connections
3. Use Individual Metrics for one-on-ones - Data-driven coaching conversations
4. Track the Property Summary weekly - Monitor your progress against targets
5. Celebrate wins publicly - Use the Top Performers section for recognition

What You Won't See

The report is designed to be constructive and actionable. You won't see:

• Punitive language or negative framing
• Overwhelming data without context
• Recommendations without clear timelines
• Metrics without actionable next steps

Your Role in Making This Successful

As a Champion, this report empowers you to:

• Lead with data-driven insights
• Facilitate peer learning and mentorship
• Focus on highest-impact activities
• Track and celebrate measurable progress
• Provide structured feedback through our ticketing system if something seems off

Remember, during our soft launch, your feedback is crucial. If you notice any data points that need investigation, submit a ticket with details—our team will respond quickly to maintain platform quality while you focus on driving results.

This report transforms complex data into your strategic playbook for success. Each week, you'll see how your leadership directly impacts these metrics, creating a powerful feedback loop that accelerates your entire team's performance.

We are deploying the first iteration of AI Insights to approximately 20 hotels.
This soft launch delivers the initial layer of AI Insights to Property Champions.

Included Functionality

The soft launch encompasses three core insight categories:

Strategic Training Recommendations

• Pairing mechanics: Top performers in specific product categories are identified and recommended as training partners for developing agents
• Focus areas: Service-based sales methodology and mastery of the wheel mechanics

Agent-Level Performance Analysis

• Identification of top performers by specific performance vectors
• Flagging of agents requiring support with granular focus on performance gaps and opportunity areas
• Diagnostic output based on current data patterns within the ING ecosystem

Executive Revenue Opportunity Mapping

• Quantification of potential revenue impact if identified training improvements are implemented
• Based on performance delta analysis between current state and observed top-performer benchmarks within the dataset

Delivery Cadence and Data Processing

• Insights delivery: Once per week
• Data scope: AI Insights processes exclusively against data ingested and available within the IN-Gauge framework

Model Development and Accuracy

This soft launch establishes the foundation for AI Insights. Model precision will strengthen as we:

• Ingest additional data across more properties and time periods
• Refine feature engineering based on observed performance correlations
• Tune model parameters against validated outcomes

The recommendations generated are actionable and data driven. As we expand the training dataset and feedback, the model's pattern recognition and recommendation specificity will become increasingly refined.

___________________________________________________________________________________________________________

Collaborative Approach - Augmenting Expertise, Not Replacing It

AI Insights is designed to augment existing expertise and institutional knowledge,
The system:

• Surfaces data patterns at scale that would be time-prohibitive to identify manually
• Provides a data-backed foundation for strategic conversations between Champions, and CSCs.
• Enables faster identification of training opportunities and revenue optimization paths

The AI identifies the what—Champions and CSCs expertise determines the how and when.

Testing Timeline and Expansion

• Weeks 1-2: Active testing across the 20-property cohort to refine model veracity and output fidelity
• Objective: Ingest and process performance datato optimize recommendation algorithms before broader deployment
• Expansion criteria: Demonstrated consistency in recommendation accuracy and actionable insight generation

Upon successful completion, we will expand to the full customer base.

Overall Theme

The report argues that hospitality is at a turning point, shaped by two forces:

1. Rapid digital transformation** (AI, automation, cloud, data).

2. Rising demand for emotionally resonant, human experiences.**

Technology is not replacing staff — it’s reframing how hotels create personalized, efficient, and scalable guest journeys. The winners will be those that modernize tech stacks, empower teams, and design for personalization at scale.

Key Insights from Industry Leaders

Minor Hotels (Ian Di Tullio, CCO)

  * AI-powered personalization is already boosting conversions.

  * Predictive segmentation, automated upselling, and AI revenue management are delivering real ROI.

  * Big future bet: **agentic AI** for multi-step automation.

  * Principle: “Tech should elevate people, not replace them”.

Hilton Grand Vacations (Onkar Birk, CTO)

  * Launched *MyExplorer+*, an AI recommendation engine that expands guest options.

  * AI is optimizing inventory by reshuffling “orphan nights.”

  * Future: AR/VR “virtual vacation” previews and curated off-property experiences.

  * Overhyped: AI as a full replacement for human roles.

Sojern (Noreen Henry, CRO)

  * GenAI is scaling concierge-level engagement across channels.

  * Their AI Concierge reduced front desk calls by 65%.

  * AI-driven guest marketing now fuels loyalty and direct bookings.

  * Warning: standalone AI tools without integration just add complexity.

Choice Hotels (Brian Kirkland, CIO)

  * AI copilots (like Microsoft Copilot) are boosting productivity 30–50%.

  * Guest-facing AI still early but ChoiceMAX revenue platform already provides real-time pricing recs.

  * Next wave: **autonomous agents** for proactive guest services.

  * AI readiness is now a hiring expectation.

Hospitality Solutions (Chris Boyle, SVP)

  * Hotels must move “beyond the booking” into **retail-led hospitality**.

  * SynXis Retailing lets hotels package upsells and services.

  * Emphasis: unified guest data + AI insights to power personalization.

  * Future: conversational AI-driven booking journeys.

Auberge Resorts (Wynn James, Global Head of Digital)

  * Investing in AI-driven digital advertising, SEO tuned for AI search, and Asana for workflow automation.

  * Overhyped: personalization solutions still fragmented.

  * Preparing for **AI web browsing + search** that will shift digital discovery.

Duetto (Alex Zoghlin, CEO)

  * Focused on **profit-driven hospitality**, not just revenue optimization.

  * Their Dynamic Rate Engine personalizes rates and packages per guest.

  * Future: agentic AI for automated profit strategies across all departments.

  * Critique: generic AI wrappers without hospitality depth are useless.

TUI Group (Pieter Willem Jordaan, CIO)

  * AI is becoming the “new concierge” — delivering proactive, hyper-personalized services.

  * Integrated travel chain allows real-time responses (e.g., upgrades after flight delays).

  * Staff empowerment: nearly 2,000 custom AI assistants built internally.

  * Future: AI as **infrastructure of the internet** driving hyper-personalization.

10 Takeaways for the Future of Hospitality Tech

1.AI is now standard practice** (not experimental).

2.Personalization is expected** by guests.

3. Autonomous AI agents** will drive the next wave.

4. Modernization of legacy systems** is critical.

5.Profitability > revenue** — optimize across all departments.

6. Tech enhances humans**, doesn’t replace them.

7. AI is reshaping marketing & discovery.**

8. Seamless digital guest journeys** are becoming the norm.

9. Culture & training** determine adoption success.

10.Hospitality is shifting to retailing models** with flexible, customizable guest packages.

https://skift.com/insights/state-of-hospitality-tech-in-2025/?utm_source=chatgpt.com

The launch of the Food & Beverage (F&B) package within the IN-Gauge platform. This new addition provides detailed performance metrics for restaurant operations by integrating POS data and delivering KPIs for servers and managers.

Key Features

F&B Package Subscription

• Admins can subscribe customers to the F&B package through the Admin Panel.
• Customers can subscribe to multiple packages simultaneously, including Front Desk, Service Delivery, and Food & Beverage.

F&B Package Roles

Two new roles introduced:

• Food & Beverage Manager: Provides access to F&B department-wide analytics.
• Food & Beverage Server: Offers individual access to self-performance data.

Key Performance Indicators (KPIs)

• Primary KPIs: Tips per Server, Tip Percentage, Net Sales, Average Revenue Per Guest, Average Check Size.
• Derived KPIs: Number of Guests, Number of Checks.

F&B Dashboard

• Interactive Dashboards: Role-specific KPIs with rich visualizations.
• Date Filters: Filter data by MTD, WTD, YTD, Yesterday, and Weekly options.

Dashboard Cards

• Server Leaderboard: Ranks servers based on key KPIs.
• Average Tip Percentage: Displays tips as a percentage of sales.
• Server Performance: Tracks rank changes over time.
• Performance (Manager): Highlights areas for server improvement.
• Average Check Size: Analyzes bill value trends.
• Average Revenue Per Guest: Shows revenue trends per guest.
• Tips Per Shift: Visualizes tips across different shifts.

F&B Product Taxonomy

• A dedicated taxonomy for F&B products designed to provide a clear and organized structure for classifying various products, ensuring consistency and reporting capabilities across different restaurants and brands. 
• Filters for department-specific products on listing pages.

Additional Enhancements

• Role-Specific Data Access: Ensures security and operational alignment.
• Expanded Card Views: Offers in-depth performance insights for better decision-making.

Scheduled Maintenance Announcement

To support the rollout of these exciting updates, we will be performing a scheduled maintenance to enhance system performance and security.

Maintenance Details:

• Date: Saturday, January 11th, 2025
• Time: 6:30 AM IST (Friday, January 10th, 2025, 8:00 PM EST)
• Estimated Downtime: 30 minutes

Please plan accordingly to minimize any disruption to your operations.

Thank you for your continued support!

Best regards,
IN-Gauge Tech Pro Services Team

As of October 5th, 2024, the Metropolitan card is deployed as the default card on the property dashboard, following requests from customers and our operations team. The card is positioned in the center column of IN-Gauge, directly below the current KPI card.

Understanding the Metropolitan Card

The Metropolitan Benchmarking Card is designed to provide property managers with detailed insights into their property's performance compared to others within the same metropolitan area. It focuses on key performance indicators (KPIs) such as Incremental Revenue, Occupancy, and RevPar Impact, among others. The card visualizes these KPIs through bars, where the length represents the highest value in the area, and color indicates performance relative to the average. Users can view trends over time, export data, and customize which KPIs are displayed.