Willie has his work cut out for him when he stakes out the Oakwood Diner in Staten Island, N.Y. The owner, Mike Jr., has been around the diner business his entire life. Following in his successful father's footsteps, he took over the Oakwood Diner two and a half years ago. Mike inherited an undisciplined staff that treats the place like their living room and drives customers away with rude and inappropriate behavior.
New York restaurant czar Willie Degel heads to Firefly restaurant in Las Vegas to answer the restaurant owner's plea for help. Willie's team of surveillance professionals equips the entire restaurant with hidden cameras and microphones to determine the root of the problem. Do the restaurant's problems come from the wait staff? Or do they start from the top down? Plus, what happens when a waitress goes rogue?
Willie steps in to help Anna Maria, chef and owner of Anna Maria's Italian Restaurant in Larchmont, N.Y. While her food gets raves, her restaurant has developed a reputation for nickel-and-diming the customer and it's driving business out the door. If Willie can't solve the service problems, Anna Maria's dream of running her own restaurant is destined to become a nightmare.
Willie comes to the aid of Tom, proud owner of Nauna's Bella Casa, who's spent the past 24 years building his restaurant into an established Montclair, N.J., eatery. Now, the married 45-year-old owner is looking to take a step back from his demanding business to start a family. Tom's enlisted Willie to help him figure out what his staff is doing when he's not around that's costing him customers, so he can salvage his restaurant's reputation before it's too late.
Willie comes to the aid of Spiro, owner of Athena Mediterranean Cuisine in Brooklyn, N.Y. The restaurant is a family affair for Spiro, with his mother, three brothers and a nephew all playing roles in it's day-to-day operation. But it's dwindling customer base and reviews pointing to unprofessional service suggest that sometimes business and family are a bad mix. If Willie can't get this passionate family operating on the same page, Spiro's restaurant could become another Greek tragedy.
Willie is called in to help the Haven Grill in Port Washington, N.Y. Tough economic times recently prompted this family-run restaurant to move from traditional Italian fare to an American menu with broader appeal. But, with the business still struggling, the restaurant has developed an identity crisis that's taking its toll on the married owners. Their daughter, Stefania, is desperate for Willie to sort this messy situation out and get the Haven Grill on the right track before it's too late.
A.J., owner of A.J.'s Burgers in New Rochelle, N.Y., can't seem to make ends meet, despite award winning burgers and a commitment to pleasing his customers. Willie soon discovers the issues driving A.J. into the poor house, including an overloaded menu, confused identity and a burned out manager.
Willie steps in to assist Sean, the young owner of Smokehouse Barbecue in Somerville, N.J. Willie finds that an unprofessional staff, more interested in pulling pranks than customer service, may be more than Sean's business can survive.
Joe is struggling as a first-time restaurant owner. After his mother's passing, Joe took a big gamble and used his inheritance to open Joe Broadway's Billiards & Sports Pub in Staten Island, N.Y. For the past year, Joe has run himself into the ground simply trying to stay afloat. He's not making any money, his staff is unprofessional and his chef is at wit's end and about to quit. Without Willie's help, Joe's big gamble will go bust.
Willie is called in by Donna, the owner of Beso Restaurant and Bar in Brooklyn. Though a successful businesswoman, Donna's first try at running a restaurant is coming as a shock. A strong early start has recently turned into bad reviews and plummeting profits and Donna's iron grip on the staff hasn't improved service. Without Willie's help, this once promising establishment will close its doors for good.
Willie is called in to help lifelong best friends and current business partners Joe and Gene. Four years ago the former Wall Street hotshots opened Somers 202 in Yorktown Heights, N.Y. While locals initially loved the restaurant, lately business has bottomed out. The owners dream of passing the restaurant down to their children, but without Willie's help, shutting the doors on Somers 202 may be their only reality.
Willie answers the call of Frank, owner of Michael's Roscommon House in Belleville, N.J. Frank inherited the restaurant from his late father and is struggling to keep things afloat. Willie soon finds that an untrained staff, lack of structure and an unruly chef are only part of Frank's problem: Frank himself must learn to step up and lead as his father once did, or kiss his business goodbye.
Former boxing champ Nikko used his winnings to open his own business, A Plate of Soul, in Jamaica, N.Y. Nikko's family depends on the restaurant for their livelyhood but, despite his passion for soul food, Nikko can't turn a profit. The glacially slow staff, in both the front and the back of the house, are turning customers away. Without Willie's help, A Plate of Soul could go down for the count.