In an ultracompetitive world of restaurant, hotel, club and travel experiences you need to stand out above the rest. As a hospitality leader your mentorship of your team should center around anticipating the needs of your guests. It takes a lot of practice to get right.
How often have we been at even the smallest restaurant where service excels beyond expectations? Or a hotel you frequent often remembers the smallest of details of your preferences?
As a leader and mentor of a new generation that may not be as familiar with formal service as in the “good ol’ days,” it is incumbent upon you to instill a sense of grand expectations. Go the extra mile. Check past guest history for preferences. Set up a database for guest preferences. Quite simply, anticipate needs.
A mentor of mine often said he would look over the reservation book each and every morning, even as his restaurants expanded, to be sure to highlight repeat guests, friends, local dignitaries and note anything that would make their experience as special, or more special than the last visit. Then he took it a step further, to refine things, and started having his front of the house team (along with the culinary team) look over the reservations for each day and plan some surprises for new guests.
Being one step ahead takes considerable effort and extra labor hours. But, as we all look back on our trips, events, dinners, and hotel stays, we all remember how one team member, one chef, one manager or one owner made something spectacular happen for us, totally unexpected, but oh how memorable.
Be the restaurant, club, hotel or hospitality venue that recommits to creating this anticipatory hospitality — you’ll be rewarded with guests who’ll keep coming back and who will treasure these unique experiences.
