The hospitality industry is not an easy industry to be in. It’s long hours, often unthankful customers and not necessarily great pay. Still, many people are in the industry for the love of serving others, being hospitable and enjoying the opportunity of meeting new people every day. The industry can get you down sometimes, though, and I believe that this is one of the main reasons customers don’t always get the service they expect. I’ve made a list of the main things I have noticed are not being done professionally in many South African restaurants:
Staff are often uncertain about menu items and specials and do not have the confidence to up-sell the restaurant’s services to its customers. Train employees to know the business and to believe in it and they will sell it to your customers.
It’s often the case that guests are not kept in the loop of things while waiting for their order at a restaurant. Remind employees to keep their customers informed regarding waiting times and current specials.
There is a certain standard in the hospitality industry regarding personal hygiene and personal neatness. Make sure that your staff know what this standard is and that it should be adhered to at all times.
Pulling out the chair
It doesn’t happen very often that a waiter pulls out a chair for a lady, but if it happens, it makes her feel special and welcome. Remind staff to make guests feel welcome with small, professional gestures like this.
Have a great Easter and keep striving towards customer service excellence!