Nicholas Ilvento Jr.: GM mans tables at casino's fine-dining restaurant so customers in the front-of-the-house always win

Nation's Restaurant News, Jan 26, 2004 by Lori Lohmeyer

"Nick takes a personal interest in each customer's experience--and that tends to create a bond with the customers, which makes them more likely to talk positively about the restaurant. They are also more likely to share with Nick directly any problems they may encounter during the meal. That allows us to address issues quickly and thus [make sure they won't] recur, which in the long runs helps maintain a total quality experience for all our clientele.

"Nick is great at gaining the customer's confidence quickly and, more important, holding on to it."