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Hospitality Business And The Small Details

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In the hospitality business, we know that when we are taking care of our guest it’s not just the actions of service such as pouring the water, handing out room cards, taking menus to a table… It’s all the little pieces that are connected to the experience. Things like cleanliness can really impact the impressions the guest have on your business. Or when giving someone a seat that is wobbly or springs are coming out of it looks dirty or arms of chairs are banged up, it create question marks in your guest’s minds. It makes them slowly wonder about your business. When a guest sits on a wobbly chair and the table is dinged up and the light fixture is dusty or the menus you gave them are not so clean it creates question marks in the guessed mind where there should be none. Worst of all, these are things you can fairly easily control.

Remember that when we deliver service, we deliver a trusting experience. And everything you do needs to remind people that they can trust you. When guests can really relax and feel comfortable, that is the experience guests are looking to have. People, in general, go to restaurants, hotels, resorts… to feel better. They want solutions to maybe a tough day and have someone simply pour them a glass of wine.

So what to do? First thing is to bring in fresh eyes. As business people, we may tend to get too comfortable and stop noticing the details. A pair of fresh eyes, as your guests have, will notice things that you may have glossed over. In addition to fresh eyes, make sure your team is working together with the same priorities in mind. We need to remind ourselves and the team that we should not get to comfortable and when one sees an issue that needs fixing, such as a missing light-bulb, it gets taken care of. The more eyes are paying attention, the better.

Remember that team members learn differently. Some people can hear it once and retain it. Some need to see it in action. Some need everything presented in order. Some need to see and have a checklist. Some need to do the walk-through and talk through.

Servicing your guest is a conversation. What is your facility saying about you? These are your customers, so take best care of them and they will take care of you by coming back and telling others about your establishment!


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