Trust – Memory – Skills – that what hospitality needs!
2 nice restaurant surprises and 3 ways to increase profits and develop your staff.
We still have great talents coming up!
Praising service is much more fun than complaining. Here are three examples how owners and managers can develop, support and encourage their staff and at the same time be more profitable and efficient. I often heard from owners that there is no need to train techniques and skills as hotel jobs can be done by anyone anyway. This shows the lack of respect for the few who manage an art and a lack of understanding by owners who don’t know the business, stand in the way of development and harm themselves at the end. I was happy to be finally positively surprised by service staff again.
In a busy restaurant in the outskirts of Moscow we went one day a server mentioned to surprise us just by putting effort into his job. A young waiter easily took an order of six people without a notepad or writing anything down. Everybody ordered something different, each two courses and different beverages on top. We had questions which might distract from remembering the courses. All question could be answered, were answered friendly and he remembered everything correct. A small bowl was requested for one of the children and he presented three different size to choose. He served every time the right person without asking once who ordered what. To train memory is not only something that makes service easier but benefits any person for multiple situations. For sure it benefits the restaurant, the guest and the service.
Carrying – Techniques & skills
Trays, plates and dishes carried right and cleared correctly not only looks elegant and professional but also makes the service for guest and service staff easier, more efficient and much faster. It is much healthier for the staff on top of it. Unfortunately almost nobody in service can train that right anymore. We all are afraid of the waiter fearfully balancing the plates full of food in your direction and you can not say for sure if he aims at the table or your trousers. Worse for me is the waiter who clears by staking all plates and cutlery on the table to an unstable tower that is than lifted up and carried to the dish wash. Believe me - the dishwasher is also not happy with that kind of garbage collection.
Trust & Empathy
I ask for a glass of wine and the waiter told me the two option they had as wine by the glass. I didn’t like any of them and ordered a coffee. The waiter excused himself and came back with a third option of dry white summer wine which I had ask for. It would have been easy for him to accept my coffee order but he went this extra mile to think and inquire what he can offer me. This also means who ever manage or owns the restaurant allows and support them to change and adjust when the belief it is needed. Trust in their judgement will help this young people to develop.
Author: Stephan Busch, Academic Director at the State University for the Humanities Moscow RGGU, Faculty of Tourism & Hospitality earned his Master Certificate in Hospitality Management from Cornell University, USA.
Stephan Busch has an invaluable and diverse experience in launching operations, business development and service training- for hotel and cruise companies in Asia, Europe, Canada and Russia.