Episode 69: Johnny Carrabba (re-visit)

Johnny Carrabba’s legendary restaurant, Carrabba’s Italian Grill is turning 37 years old and is receiving the gift of reinvestment from its owner and creator. Redesigned private dining rooms, enhanced ambiance, and updated background music are just a few of the ways Johnny is refreshing the interior of his landmark original Carrabba’s on Kirby in Houston, Texas. "I have been blessed with a very strong customer base and an incredibly loyal staff," says Johnny. "Half of my staff have been with me for over 15 years and we are serving the children and grandchildren of many of our original guests."

 

Johnny first visited Corner Booth as a guest in December 2019. During that episode, we learned about his strong commitment to guest service and how his staff has become extended family. In this episode, we learn how his concepts have adapted to the guests' buying habits post-pandemic. Says Johnny, "People demand more convenience now, we are experiencing 23% to 30% of our revenue coming from car side pickup."

 

With nine units, including full-service Carrabba’s Italian Grill and Grace’s and fast-casual Mia’s concepts, Johnny is an expert on multiple-unit management. "Owners can do what they want, but the customer is the real boss," says Johnny, adding, "the closer you stay to your customers the smarter you remain." He spends his time working with management and engaging with staff members. 

 

In this episode, Johnny shares insights into the use of technology to support operations while enhancing the guest experience through "hands-on" hospitality. "You always return to where you feel you belong. More than food and drink, it’s the service that makes a great experience."