Every week we comb through the news to find employment trends affecting the hospitality industry so you don’t have to. This week’s topic: the importance of creating a great guest experience.
Be our guest
As the hotel and restaurant industries continue to grow (an estimated 2-3% per year), creating a memorable guest experience has become one of the key differentiators in moving ahead of the competition. In a billion-dollar industry, staying relevant is more important than ever.
With plenty of hotels and restaurants to choose from, customers are faced with the task of deciding where to spend their money. According to a survey by American Express, “7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.”
And why shouldn’t they? As a food service or hospitality worker, going out of your way to please a guest shows you care about their satisfaction. There are several ways to create a memorable guest experience, such as:
- Smiling. A passing smile can turn someone’s day around, and it’s one of the smallest and easiest gestures. Even if you’re busy running around during a shift, a smile shows you acknowledge and appreciate guests.
- Engaging. Not dissimilar to smiling, engaging with customers is a perfect way for them to remember you (and the venue). Engage by greeting guests as they enter/exit, or if they appear to need help.
- Consistency. Being consistent means your guest will know they‘ll get the same amazing service every time, encouraging them to come back. If you’re a cook, create consistency by closely following recipes, putting the same amount of care into each meal. In the front-of-house, be consistent by putting your best foot forward every day.
- Fun. As always, having fun at work is relative to where you work. But if you can show that you’re enjoying yourself, customers will too.
At the end of the day, guests will return to a place that makes them feel welcome, comfortable, and appreciated. By going above and beyond, you’ll meet customers’ needs, grow the business, and put more money in your pocket.