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LTC 610-2019 SIDEWALK CAFE INDEX UPDATE MIAMIBEACH City of Miami Beach, 1700 Convention Center Drive, Miami Beach, Florida 33139,www.miamibeachfl.gov OFFICE OF THE CITY MANAGER 610-2019 LETTER TO COMMISSION TO: Mayor Dan Gelber and Members o'the City C•mmission FROM: Jimmy L. Morales, City Manager DATE: November 13, 2019 SUBJECT: SIDEWALK CAFE INDEX UPDAI E The purpose of this Letter to Commission (LTC) is to update the Mayor and City Commission regarding the administration's efforts to launch the sidewalk café index aka secret shopper program. At its May 1, 2019 meeting, the Safety, Security and Infrastructures subcommittee of the Mayor's Panel on Ocean Drive recommended the development of a secret shopper program as an investigative tool. Following City Commission referral on June 5, 2019, at its June 28 meeting, the Finance and Citywide Projects Committee (FCWPC) recommended securing $25,000 in funding in the FY 19/20 budget to implement a pilot program in the MXE district. Upon hearing positive feedback regarding the City's attempts to rein in deceitful business practices by certain sidewalk cafes, on July 31, 2019, the FCWPC approved funding an additional $21,000 to extend the program to Espanola Way and Lincoln Road (attachment A). Initially, the administration considered employing a secret shopper program that would be entirely outsourced to a professionally accredited company to perform the investigatory function. However, the cost of engaging a private firm is significantly higher than the City hiring qualified individuals to monitor and report, similar to the City's successful performance assessment programs for trolleys, garage security and attendants, and valet operators. Comparable to the City's other performance assessment programs, the sidewalk cafes will be evaluated on several criteria under two categories: Cleanliness/Appearance and Customer Service (attachment B). Prior to index implementation, City staff met with community representatives from the commercial districts, including Ceci Velasco of the Ocean Drive Association, Troy Wright of the Washington Avenue BID, Timothy Schmand of the Lincoln Road BID, and Josh Robbins of the Espanola Way Association. The proposed index was presented in detail to the hospitality leaders, who provided helpful feedback and were enthusiastically supportive of the City's new initiative. The results of the index will be published quarterly via an LTC. Hospitality leaders will be invited to review the index data at the conclusion of each applicable quarter. Letter to Commission-Sidewalk Café Index November 12, 2019 Page 2 of 9 City part-time staff will begin conducting assessments next quarter. Additionally, residents are always welcome to participate. If you or any member of your staff is interested in participating as an Excellence Program assessor, please contact Dr. Leslie Rosenfeld with Organization Development Performance Initiatives at extension 26923. If you have any further questions, please feel free to contact me. Attachments c: Mark Taxis, Assistant City Manager Susanne Torriente, Assistant City Manager Bo Martinez, Economic Development Director Dr. Leslie Rosenfeld, Chief Learning and Development Officer Amy Me u Economic Development Assistant Director / L'• Letter to Commission—Sidewalk Café Index November 12, 2019 Page 3 of 9 ATTACHMENT A SIDEWALK CAFE Address Restaurant Name Number Street SF Senor Frog's 1450 Collins Ave 283 Betsy Ross Hotel 1440 Ocean Drive 418 Purple Penguin Café 1418 Ocean Drive 271 LA CERVECERIA DEL BARRIO 1412 Ocean Drive 331 Havana 1957 Ocean 1410 Ocean Drive 572 II Bolognese 1400 Ocean Drive 342 Finnegans Way 1344 Ocean Drive 495 BICE CUCINA (Cardozo Bar&Grill) 1300 Ocean Drive 599 Carlyle Café 1250 Ocean Drive 539 II Giardino 1236 Ocean Drive 504 Sugar Factory 1144 Ocean Drive 679 WILD 'N OUT(Down & Dirty Tacos) 1144 Ocean Drive 291 Palace 1052E Ocean Drive 235 Margarita Beach Club (La Baguettte) 1052B Ocean Drive 450 SOCIAL(Kitchen) 1024 Ocean Drive 370 2K Clevelander 1020 Ocean Drive 684 Ocean Ten 960 Ocean Drive 753 Havana 1957 (Paparazzi) 940 Ocean Drive 663 Voodoo 928 Ocean Drive 294 Mango's Tropical Café 900 Ocean Drive 860 Café Milano 850 Ocean Drive 312 Letter to Commission—Sidewalk Café Index November 12, 2019 Page 4 of 9 Address Restaurant Name Number Street SF Pelican Hotel 826 Ocean Drive 340 Larios on the Beach 820 Ocean Drive 333 News Café 800 Ocean Drive 537 Wet Willies 760 Ocean Drive 221 Starlite Hotel 750 Ocean Drive 336 Boulevard Restaurant 740 Ocean Drive 342 A Fish Called Avalon 700 Ocean Drive 563 Ocean 7 Café 660 Ocean Drive 293 Jalapeno Mexican Grill 530 Ocean Drive 731 COLOSSEUM CAFE 510 Ocean Drive 228 TGI Friday's 500 Ocean Drive 621 The Place 720 Ocean Drive 518 The Fritz 524 Ocean Drive 440 Five Guys Burgers& Fries 1500 Washington Ave 296 Havana 1957 1446 Washington Ave 486 Andrix Cafe 1443 Washington Ave 188 Pizza Rustica 863 Washington Ave 355 A La Folie 516 Espanola Way 175 Ceviche 105 1245 Lincoln Rd 287 Huahua's LLC 1211 Lincoln Rd 281 Doraku Lincoln Road 1104 Lincoln Rd 240 Segafredo/Colony Theater 1040 Lincoln Rd 1,813 Bala ns LC 1022 Lincoln Rd 2,059 Letter to Commission—Sidewalk Café Index November 12, 2019 Page 5 of 9 Address Restaurant Name Number Street SF Finnegans Two 942 Lincoln Rd 858 Groovy's Pizza 938 Lincoln Rd 695 Books& Books of Lincoln Road Inc. 927 Lincoln Rd 1,433 Carmelo Family Kitchen (former TOCAYA) 920 Lincoln Rd 835 Meat Market 915 Lincoln Rd 1,443 LA CERVECERIA DEL BARRIO 836 Lincoln Rd 1,426 MONTALCINO (Sibilla) 833 Lincoln Rd 1,225 Havana 1957 819 Lincoln Rd 2,088 Maya's Tapas& Grill 809 Lincoln Rd 1,226 Starbucks#8251 749 Lincoln Rd 319 Spris Inc. 731 Lincoln Rd 1,349 TAVERNA 719 Lincoln Rd 1,308 Nexxt Café 700 Lincoln Rd 1,414 4D Lincoln LLC 670 Lincoln Rd 224 Pizza Rustica 667 Lincoln Rd 1,252 HAAGEN DAZS (16 Handles) 665 Lincoln Rd 240 KANSAS (El Machos Tacos (former Sugar Factory)) 647 Lincoln Rd 1,242 BAROLO (II Bolognese) 626 Lincoln Rd 1,259 Rio Station Juice Bar Inc 625 Lincoln Rd 1,084 7 SPICES(Freddo) 610 Lincoln Rd 1,121 Cantinetta Restaurant 607 Lincoln Rd 1,648 Starbucks#13007 605 Lincoln Rd 392 Sushi Samba Dromo 600 Lincoln Rd 1,386 Letter to Commission—Sidewalk Café Index November 12, 2019 Page 6 of 9 Address Restaurant Name Number Street SF Tapelia (fmr. Montaditos) 551 Lincoln Rd 1,283 Rosinella (Portofino) 525 Lincoln Rd 1,370 Yuca Restaurant 501 Lincoln Rd 856 Shake Shack 1111 Lincoln Rd,Apt 14 351 Nespresso 1111 Lincoln Rd,Apt 9 252 Haagen Daz 1670 Collins Ave 144 SBarro 1668 Collins Ave 70 Rosetta Bakery 1666 Collins Ave 69 THE ALLEY PIZZERIA 1433 Collins Ave Cavalier Hotel 1320 Ocean Drive CHICKEN BRASA 1260 Washington Ave MIU's TEA 1520 Washington Ave 57 Hiro's Sushi Express South Beach 1518 Washington Ave 42 Sriracha House Fast Food 1502 Washington Ave 116 Sfilatino LLC/ DBA Pane &Vino 1450 Washington Ave 105 Moshi Mishi (Sushi Yama Japanese) 1448 Washington Ave 106 Grafa Pizza 1357 Washington Ave 77 Juice &Java II Inc 1346 Washington Ave 56 Peppers Burrito Grill 1238 Washington Ave MIAMI FRIED CHICKEN 855 Washington Ave Bolivar Restaurant 841 Washington Ave 114 Iron Sushi 840 Washington Ave 16 La Ventana 710 Washington Ave 69 Letter to Commission-Sidewalk Café Index November 12, 2019 Page 7 of 9 Address Restaurant Name Number Street SF Panizza Bistro 1229 Lincoln Rd 98 Yogen Fruz 521 Lincoln Rd 132 CALA(Leslie Café) 1244 Ocean Drive 297 ICON (Prime Time) 860 Ocean Drive 383 Kantina (Deco Grill) 834 Ocean Drive 324 Oliver's Bistro (Columbus Restaurant) 736 Ocean Drive 332 Caffe Di Mauro Washington Ave Baires Grill 1116 Lincoln Rd 394 Rosa Mexicano South Beach 1111 Lincoln Rd 603 Rio Station Grill 2 (former Aura) Restaurant 613 Lincoln Rd 929 Lola Restaurant Grill 1223 Lincoln Rd 112 Letter to Commission-Sidewalk Café Index November 12, 2019 Page 8 of 9 ATTACHMENT B SIDEWALK CAFE INDEX Will use Yes/No for each of the criteria below leading to a score from 1 Extremely well maintained/excellent customer service to 6 Poorly maintained/poor customer service. 5 Yes = 1 score 4 Yes = 2 score 3 yes = 3 score 2 yes = 4 score 1 yes = 5 score 0 yes = 6 score Cleanliness /Appearance Sidewalk Well- Maintained • No sidewalk stains • No graffiti or advertisements • No litter on ground • No standing water/organic material • Odor free Sidewalk Furniture Well-Maintained • Table clean, attractive and orderly • Chairs clean, attractive and orderly • Umbrella clean, attractive and orderly • Furniture safe — high quality, design, and materials • Signage well maintained and usable Pull down comment for informational purposes • Furniture damaged • Furniture stained • Furniture signs of deterioration Sidewalk Usable • No physical or visual barriers around permitted area • No stacking or pilling of chairs and storage of dishes/silverware • No specials board • No advertising and/or special signage (including on tables) signs • No food displays Pull down comment for informational purposes • Furniture blocking walkway • Planters on sidewalk • 1 menu board every 50 ft Customer Service Menu Well-Presented • Menu provided with prices listed adjacent to item • Specials listed in menu or provided on separate menu with prices listed adjacent to item with terms & conditions • Automatic sharing fees/charges on menu in minimum 14 point font or N/A • Gratuity/service charge explained on all menus in minimum 14 point font and same % on each menu • Corkage fee or set up fee disclosed on menu or N/A Pull down comment for informational purposes • Specials provided verbally not on a menu Letter to Commission—Sidewalk Café Index November 12, 2019 Page 9 of 9 • Discount listed not adjusted on bill/check • Sharing fee not on menu but charged • Menu item change requested but price not provided Check/Bill Well-Presented • Electronic or paper bill provided • Itemized gratuities/tip • Itemized service charge, corkage fee, set up fee, or sharing fee • Itemized resort tax and sales tax • Gratuity calculated on pre-tax sale amount of food/drinks and service charges (if applicable) Pull down comment for informational purposes • Tipping not clear on menu or wrong tip calculated • Had to request bill This section will be a selection of one observation resulting in the score indicated: Hawking Observation • No hawking experienced or observed (1 score) • One instance of hawking observed (2 score) E • Two instances of hawking observed (3 score) • Three instances of hawking observed (4 score) • Four instances of hawking observed (5 score) • Five or more instances of hawking observed (6 score) Pull down comment for informational purposes • Aggressive hawking — verbal • Aggressive hawking — use of menu • Aggressive hawking — use of card/coupons • Aggressive hawking —following customers • Aggressive hawking — blocking pedestrian path • Aggressive hawking — host/hostess on two sides of pedestrian path Pull down comment for general informational purposes • Live entertainment or speakers • Single use plastic beverage or stirrers • Café furniture within 5 feet of an alley, pedestrian crosswalk or corner curb out • Café furniture within 10 feet of bus bench/shelter • Plastic bag provided for single use carry out