Four simple words comprise the Ninety Nine Restaurant’s mission statement: “A Passion to Serve.”  But a mission statement is worthless if it’s not supported by action – and this one definitely is! Everyone at the Ninety Nine Restaurant from the president, John Grady, to the hourly team members lives by this statement.

A brand of O’Charley’s Inc., the Ninety Nine Restaurant is headquartered in Woburn, Massachusetts, and has earned a strong reputation as a friendly, comfortable place to gather and enjoy great food and great drink at a terrific price.  With the establishment of the Ninety Nine Restaurant & Pub in 1952, founder Charlie Doe created an entirely new niche in the New England hospitality industry – the casual restaurant – long before the appearance of others.

The Ninety Nine Restaurant continues to prosper, grow and compete with major national chains. The Ninety Nine updates and improves its menu on an ongoing basis to provide guests with fresh new options, yet continues to offer great food and great drink at a terrific price.  This philosophy began when the company was founded, and is still maintained by the leadership of current Ninety Nine President John Grady, who has worked for the company for over thirty years, and the senior management team, which has on average more than 15 years of experience at the Ninety Nine.

Strong Culture
The culture at the Ninety Nine Restaurant was instilled by Charlie Doe long before a mission statement was ever written down on paper.  But the proclamation means that guests, team members, community and stakeholders are treated with respect.  For guests, it means they have a friendly, comfortable place to gather and enjoy great food and great drink at a terrific price.  The Ninety Nine is proud to serve more than 20 million customers a year. 

For team members it translates into accommodating work schedules, generous benefits, including 401(k) plans and health, life and dental insurance (for hourly and part-time team members as well); and plentiful rewards for top performers.  Last year, the Ninety Nine gave out over $1,000,000 in trips, cash prizes, cars and other gifts to deserving team members. 

With such benefits, incentives and support it should be no surprise that the company’s team member turnover rate is a mere 40 percent – quite a feat in an industry where employee turnover rates are often as high as 150 percent!  Ninety Nine has the lowest turnover rate for every position it offers, from managers to team members.  In some instances, as with managers, the turnover rate is in the single digits.

Ninety Nine employs more than 7,000 people, many of whom have worked for the organization for more than 15 years.  Approximately 50 percent of Ninety Nine’s entire management staff started out as hourly team members.  The company attributes its high employee retention figures to a structure that places great value on its team members and offers unlimited growth opportunities. 

For the community, the Ninety Nine’s “A Passion to Serve” culture means commitment to the local community as evident in its relationship with the Pine Street Inn and the Boys & Girls Club.

For stakeholders it means that the Ninety Nine operates its business in an honest and straightforward manner and is committed to helping grow their stakeholder’s investment as well. 

Quality Control
Since the Ninety Nine serves more than 20 million guests a year, ensuring optimal quality and performance is crucial to the success of the restaurant. 

“To maintain our leadership status in the industry, we’re constantly exploring new ways to satisfy the needs of our guests,” said Ninety Nine President John Grady.  “One of our most innovative business practices is our Quality Control Center, an expansive kitchen and food prep area located in our Woburn Restaurant Support Center.  We purchase all of our beef and poultry directly from suppliers.”

“The Quality Control Center acts as a support service for our restaurants,” said Grady.  “Our ability to purchase directly from the supplier, eliminating a middleman, and prepare our own beef is the reason why you can go into a Ninety Nine Restaurant and purchase one pound of USDA Choice sirloin beef tips for such a terrific price.  You can’t get that anywhere else.  Our competitors simply can’t match the quality and the value we offer.”  Beef, sauces and soups are prepared daily by a professional staff ensuring that each restaurant receives the highest quality products on a consistent basis. 

The Ninety Nine Service Center
In 2005 the Ninety Nine opened the Ninety Nine Service Center in Bellingham, MA.  This Service Center allows the company to buy directly from suppliers.  The Ninety Nine ships products to all of the company’s restaurant locations directly from Bellingham.  This will ensure distribution as the company expands throughout the Northeast.

Plans for the Future -- Expansion
Since its first opening in 1952, the Ninety Nine Restaurant continues to grow throughout the Northeast.  A regional powerhouse with more than 110 locations throughout New England and New York, Ninety Nine plans to grow over the next five years.  Expansion will continue through the existing markets, while moving into markets in Pennsylvania and New Jersey.  The growth strategy Ninety Nine follows consists of opening in pockets of four to five restaurants when entering a new market, thereby creating operational and marketing efficiencies and job opportunities that would not exist with just one store. 
 
In the midst of this expansion, Ninety Nine continues to invest in existing restaurants.  Over the past decade, the company has put more than $12 million into existing locations.  “Too many restaurant companies get focused on growth and forget where they came from.  We want to keep our commitment to the concept and give managers the tools to succeed,” said Grady.