Is Your Team Providing Basic Hospitality?

Sep 29

I think we just need to start at the beginning:

hos·pi·tal·i·ty

/ˌhäspəˈtalədē/

noun

the friendly and generous reception and entertainment of guests, visitors, or strangers.

Sure there are more definitions but this is truly the base of what a restaurant, bar, hotel, etc is. Charleston is the epicenter for tourism + hospitality. It’s been a grueling couple of years for our F+B in Charleston but here we are. The #1 complaint I get via Lowcountry Eat Out! over the last 6 months is the lack of service + hospitality (trust me with some really bad experiences people have hunted down my phone number online + have called me while still at the restaurant!)

Let’s break it down to the most basic. Excellent service is crucial for providing a memorable dining experience + improving customer loyalty. It is the one thing a restaurant has full control over + costs them nothing (unless they decide to do a full day of training). There are restaurants that are local favorites that don’t have PR or they are terrible on social media, and yet, they thrive. They have locals that are truly their cult following.

In this day + age people are so busy, some feel unseen or unheard. At the end of the day people (who are spending their hard earned money) want to feel like they matter, they are important. As humans our phones are constantly dinging with notifications, emails + texts. We are truly bombarded at all times. When we choose to go somewhere usually the goal is to relax, decompress, + enjoy. No one working at a restaurant knows what happened before they walked into their establishment. What any restaurant does have the power to do is to change that guest’s day just by providing strong, yet very simple, guest experiences. The simple elements of hospitality that many restaurants have forgotten. It was recently said to me by an owner that they get so caught up in social media that she realized her staff had stop saying good bye + thank you to the ones physically in the restaurant. One night when a guest was leaving they yelled.. okay good-bye then. Instead of focusing on the guests spending the money, standing in front of her, she got wrapped up in where the next guests would find her. It’s a lot easier to get guests to return with good service than hoping someone finds you on IG + decides to come in.

Five basic elements that many restaurants have forgotten or have gotten lax on:

Warm and Welcoming Greeting:
- The first impression is vital. Train staff to greet guests with a warm and friendly welcome as they enter the restaurant. A genuine smile and a polite greeting can set a positive tone for the entire dining experience.
Attentive and Knowledgeable Service:
- Ensure that servers are attentive to customers' needs without being intrusive. They should be knowledgeable about the menu items, including ingredients, preparation methods, and recommendations, so they can assist diners in making informed choices.
Personalization and Anticipation:
- Encourage staff to personalize the dining experience by addressing customers by their names (if available) and remembering their preferences. Anticipating needs, such as refilling water glasses or providing extra napkins, can also enhance the perception of excellent service.
Efficient Timing:
- Timing is crucial in the dining experience. Train staff to coordinate the pacing of the meal, ensuring that courses are delivered promptly but not rushed. Customers appreciate a well-timed dining experience that allows them to enjoy their food and conversations.
Problem Resolution and Courtesy:
- Equip staff with the skills to handle customer complaints or issues gracefully and efficiently. Empower them to resolve problems promptly, offering solutions like complimentary items or discounts when appropriate. Maintaining a courteous and respectful attitude is key, even when faced with difficult situations.