At The Slice in Simpsonville, South Carolina, the energy starts building at lunchtime and doesn’t slow down. By 6 p.m. on most weekends, there’s a wait for a table that often stretches to an hour or more. Some nights see more than 600 takeout orders alongside a packed house of 1,100 guests dining in.
“It’s a great challenge to have,” managing partner and owner Mike Baldassarra said with a laugh. “People want to be where it’s busy. There’s a certain energy they’re drawn to, and our job is to keep that experience fun and smooth, even when there’s a wait.”
The two-store company is a community favorite in Simpsonville and Fountain Inn (where it’s called Slice 2.0) and will soon open a third store in downtown Greer. The Slice is known for New York-style pizza, pasta dishes, a full bar and a lineup of starters, salads, wings, hero sandwiches and entrees all made from scratch.
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The rooftop patio at the Simpsonville location is a big draw, as is grabbing a slice to go, ordering online or bringing in the whole family to enjoy a Sicilian or grandma pie or specialty pizzas like the DeMarco (stracciatella, truffle oil, basil and Parmesan) or the Verdura (mushrooms, onions, bell peppers and black olives).
Here are five ways The Slice team manages the high volume and keeps guests coming back:
Planning Ahead
Behind the scenes, the team prepares three to 10 days in advance. This means everything from ensuring they make enough dough for the pizza to scheduling the right number of staff for each shift. “We also start service prep early in the morning, so by lunch we’re ready to shift into production mode,” Baldassarra explains.
Building a Flexible Team
On a busy weekend with the rooftop open, The Slice has 22 to 25 team members at work. That’s double the staff needed on a typical day, but it’s essential for the extra 75 guests the rooftop brings. The restaurant also relies on roles usually not seen in a pizzeria, such as barbacks, a utility player for odds and ends like grabbing ice, and two hosts to keep things moving.
Keeping Traffic Flowing
The front of the house is a hive of activity where guests wait for tables, pick up takeout, or grab a delivery. The Slice stations a manager there to direct the flow. “It’s important to read the room and make sure everyone feels taken care of,” Baldassarra says. “Even a quick check-in or offering a drink during a wait goes a long way.”
Embracing Technology
Managing takeout demand is one of the biggest challenges, especially on busy weekend nights. Online ordering apps have streamlined operations and quieted the ringing phone. During peak times, the team can temporarily throttle online orders to prioritize dine-in guests and prevent congestion.
Investing in the Team
Weekly management meetings keep communication flowing, and staff appreciation is a priority. Baldassarra is already thinking about an employee barbecue after Labor Day to say thank you for a busy summer. For him, building a strong team culture creates a warm and inviting atmosphere that guests can feel as soon as they walk in. “It’s our people who make The Slice such a fun place to be,” he adds.
By planning carefully and supporting the team so they can stay connected to guest needs, The Slice continues to turn high volume into high satisfaction. For Simpsonville diners, the wait, it seems, is always worth it.
