Originally published on Restaurant Hospitality, Rock Your Restaurant
By Roger Beaudoin
I was recently talking with a chef friend who gets it. He’s owned his own fine dining restaurants and one of his secrets to success was treating every guest as if they were the most important guest, even when his restaurant was full. I had the same philosophy for all the years I owned and operated restaurants and as we were chatting, we suddenly wondered why so many restaurants in the hospitality business are missing the hospitality.
True hospitality is in many cases a lost art. Generations ago, gas stations would wash your windshield and check your oil and restaurants would thrive by providing exemplary service. You would be greeted at the door by name, the host would take your coat, seat you at your favorite table and the owner or maitre’d would make sure that every aspect of your dining experience was unforgettable. This approach began with one singular mission: Treat every customer like they were your only customer and train each and every staff member genuinely to care about making each experience everything it could and should be.
If you are an owner, manager or front-of-house staffer, I am certain that whenever you dine out in a restaurant you see and experience what I’m talking about. The type of concept makes little difference. More often than not, the service provided will have missed many of the important details. You may enjoy the food and atmosphere, but your overall experience may have been negatively overshadowed by the service. This happens to me all the time.
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