November 8



By Sarah Fitzgibbon

November 8, 2016


Changing Customer Expectations Require Better  Dining Experiences

Once upon a time the local pub was a place where people got together to hang out and drink beer. Back then, customers just wanted affordable drinks purchased from a bar attendant and a comfy place to sit and chat. In those days hotels earned the majority of their income from the sale of alcoholic beverages.

But over the last few years alcohol consumption has decreased. And that means people’s behaviour is changing. So are their expectations. Customers are now demanding;
• premium dining experiences
• gourmet food
• great service

So what does this mean for the local pub? Well, hotels are now earning the majority of their income from meal sales. This is a huge change that requires a shift in how hotels do business. In order to remain competitive, hotels need to focus on having a high quality food and need better service.

Busier lifestyles and less leisure time means people are dining out more than ever and they are prepared to pay for quality. This means there is a great opportunity for hotels that can ace their food and service offerings.

What Do Diners Want

A premium dining experience – a combination of great food and great service at a great price.

Great food – from gourmet burgers to gastro pub fare, diners go to pubs for simple food done well.

Great service – whether a quick weekday dinner or a long-lunch diners want to feel welcome and valued. Time is their most precious resource and they want that appreciated with friendly, attentive and efficient service.

How Is Your Service Culture?

A great service culture is essential in building a good reputation and customer loyalty. Remember it is far easier and cheaper to keep your existing customers that to find new clientele. Friendly, happy staff will keep them coming back. Here’s a few tips that will have you well on your way to providing excellent customer service in your hotel;

  1. Recruit for attitude – attitude is one of the most important aspects front-of-house staff need. They should be friendly, attentive, calm and organised. Remember skills can be taught but personality can’t.
  2. Reiterate your business values of great customer service at team meetings – until it becomes ingrained as part of your culture staff need constant reminders that this is a priority for the business.
  3. Take a top-down approach – leadership must demonstrate these values every day and empower staff to excel at customer service.
  4. Support skill development of all staff – well trained staff are more confident, skilled and profitable. From line staff to management, there is training to suit all your staff. You could consider internal training sessions, mentoring of new staff, skill workshops or qualification training.

If you’d like to learn more about customer service training options for your staff get in touch via email to chris@avtes.com.au or call us on 1300 764 418.

Sarah Fitzgibbon

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