Nestled in the heart of New Orleans’ historic French Quarter, GW Fins has mastered the art of hospitality. Their secret? A simple mission to create “Raving Fans” among both guests and staff. This philosophy drives every decision they make, building a culture of excellence, innovation, and hospitality.
We recently caught up with Marin Wollerman, director of HR and accounting and Rhegan Wollerman, manager of group sales and marketing, to learn how GW Fins achieves its mission, with help from OpenTable.
Empowering staff to shine
The restaurant’s commitment to creating Raving Fans extends to their team. Happy employees, they believe, are the key to happy guests. “If you don’t have happy staff, you’re not going to create an environment that the guest is going to enjoy,” Marin and Rhegan emphasized.
This belief translates into a culture of empowerment and recognition. At annual celebrations, staff nominate the next group of “mission masters,” reinforcing teamwork and encouraging everyone to excel. These efforts create an atmosphere where employees are inspired to go above and beyond for guests, fostering a cycle of positivity.
“Our mission statement is creating Raving Fans out of our guests and each other,” says Marin. It’s the foundation of their success—every detail of the guest experience is considered with this goal in mind.
Everything has to be just right
GW Fins has become known for serving the most pristine fish available and getting that fish is a direct result of the relationships executive chef Michael Nelson has established with local fishermen and purveyors. Each day only whole fish are delivered to GW Fins’ kitchen and they have a dedicated Fish Butcher who has been with the restaurant for close to two decades and can butcher up to 1,000 lbs of fish in a single day.
The dinner menu at GW Fins, which is printed each afternoon at 4pm, is dependent on which varieties of fish were delivered that day, making for an incomparable dining experience.
The restaurant’s wine list has won The Wine Spectator Award of Excellence each year since the restaurant opened in 2001. The selections are carefully curated, featuring a variety of recognizable and boutique international and domestic wines, many of which are available by the glass.
To provide the perfect backdrop for this dining experience, GW Fins recently underwent a complete floor-to-ceiling remodel, transforming the expansive restaurant into one that is strikingly sophisticated and seamlessly blends elegance with an engaging warmth.
Tools for success
Personalization is central to their approach. Staff take meticulous notes on guest preferences with OpenTable and use them to enhance the dining experience. Because their servers know when a guest likes a particular table and favors a certain wine, they’re able to deliver tailored service that leaves a lasting impression and keeps guests coming back.
Additionally, GW Fins relies on integrated technology like OpenTable to help maximize efficiency and keep service running smoothly. They look at metrics like turn times to spot opportunities to maximize seating. These insights help the restaurant deliver the best possible guest experience, even during high capacity shifts.
Tradition meets innovation
Innovation is woven into the fabric of GW Fins’ operations. One standout program, “Catch and Cook,” invites diners to bring in fish they’ve caught for the restaurant to prepare to perfection. “They’re literally eating what they caught that morning,” the team shared. It’s a testament to the restaurant’s creative spirit, dedication to local traditions, and crafting unforgettable dining experiences for guests.
Executive chef Mike Nelson’s groundbreaking dry-aged fish Experience is another prime example. Typically associated with meat, the process tenderizes fish while developing a rich, umami flavor. Diners can book this experience on OpenTable and enjoy a one-of-a-kind evening that they’re sure to tell their circle of friends about.
Listening to guests
Guest feedback isn’t just encouraged at GW Fins—it’s essential. The restaurant’s dedication to improvement is clear in their response to every review. All of the restaurant’s reviews are aggregated on OpenTable, so the team can easily keep tabs on guest feedback and manage their reputation in one place. “[It] is a wonderful tool,” Marin and Rhegan shared. “In terms of platforms, OpenTable is undoubtedly where we get the most reviews,” the team noted, adding that their ability to monitor and respond to feedback using OpenTable has been invaluable.
The key to Raving Fans
Great food is essential, but in a city full of culinary excellence, GW Fins goes beyond the plate. A clear mission, commitment to staff, and focus on growth allows GW Fins to consistently create Raving Fans—and make magic during every shift.
