6 NON-NEGOTIABLE STANDARDS EVERY HOSPITALITY VENUE NEEDS TO EMBRACE
Michelle Pascoe
Unlocking Potential Across Generations | Leadership & Customer Experience Expert | Transform Your Team & Elevate Customer Service | Book a Call!
Success in your venue hinges not only on the quality of service but also on the consistency with which it is delivered. To achieve excellence in service and ensure a memorable experience for guests, venues need to adopt non-negotiable standards across various facets of their operations. From service recovery to venue presentation, each aspect plays a crucial role in shaping perceptions and building guest loyalty.
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1. Service Recovery
Service disruptions or lapses are inevitable, but how a venue handles these situations can make all the difference. Non-negotiable standards in service recovery involve swift acknowledgment of the issue, sincere apologies, and proactive steps to remedy the situation. Picture this: a guest complains about a cold meal. Instead of brushing it off, your team springs into action. They apologise sincerely, prepare a fresh dish, and maybe even throw in a complimentary dessert – they’ve now resolved the issue and potentially created a life-long guest.
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2. Team Presentation
First impressions are everything. Imagine walking into a venue and seeing team members looking sharp, with big smiles and a friendly attitude. That's the kind of energy that makes guests feel welcome right from the start. Consistency in presentation instils confidence in guests and reflects the venue's commitment to professionalism. Regular training sessions on personal presentation and etiquette reinforce these standards and instil a sense of pride among team members.
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3. Team Performance and Conflict Resolution
Conflicts are inevitable in any customer service industry, but particularly in hospitality when the expectations and the pressure are so high. The key is tackling these issues head-on with open communication and respect. Say a mix-up happens with a reservation. Your team doesn't point fingers but instead works together to find a solution. Establishing protocols for addressing conflicts, whether among team members or with guests, ensures timely resolution without disrupting operations.
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4. Guest Behaviour and Presentation
Just as team presentation is important, so too is the behaviour and presentation of guests. Non-negotiable standards in this area involve setting clear expectations for guest conduct and enforcing them consistently. Setting the tone with visible signage outlining acceptable behaviour, trained staff members who tactfully address any deviations, and a zero-tolerance policy for disruptive or disrespectful behaviour, is a great place to start. By cultivating a respectful and welcoming atmosphere, venues create a conducive environment for all patrons to enjoy.
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5. Safety and Compliance
Ensuring the safety and well-being of guests and team members is paramount in hospitality operations. Non-negotiable standards in safety and compliance encompass rigorous adherence to health and safety regulations, regular equipment maintenance, and emergency preparedness protocols. Conducting regular inspections and audits helps identify and address potential hazards proactively. Providing comprehensive training on emergency procedures also equips team members to respond effectively in crisis situations.
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6. Venue Presentation
A well-kept venue speaks volumes. Think spotless floors, cosy lighting, and maybe a fresh coat of paint now and then. When guests step into a venue that's easy on the eyes, they're already halfway to a great experience. Investing in renovations or upgrades, when necessary, also demonstrates a commitment to excellence and keeps the venue competitive in a crowded market.
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Your consistency in upholding these standards not only enhances the reputation of your venue but also builds trust and loyalty among guests, which will keep them coming back time and again. So, let’s start shaping the non-negotiable standards in your venue - reach out to [email protected] for more information or to organise a call.
UPCOMING EVENT
FROM SERVICE TO SUCCESS - A MOMENTUM BLUEPRINT FOR HOSPITALITY BUSINESSES
Join me on Wednesday 22nd May at 2:30pm as I take you through the strategies you need to build a supportive workplace culture that attracts and retains an exceptional team who provide outstanding customer service, without feeling like you're always putting out fires, even if you've struggled to find reliable employees in the past.
During this free one-hour training, you will;
With plenty of actionable tips and strategies, and some fantastic live bonuses, this is an event you can’t afford to miss. Click on the link to register and find out more - https://www.dhirubhai.net/events/fromservicetosuccess-amomentumb7186559455239516160/
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LET'S KEEP IN TOUCH
1.???? Subscribe to my weekly podcast, "The Michelle Pascoe Hospitality Podcast" - https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
2.???? Learn more about my Customer Excellence & Engagement Workshops, designed to help your team to deliver a consistently memorable experience to your members and guests - https://www.michellepascoe.com/frontlinetrainingprograms
3.???? Learn more about the Middle Management Movement?- a suite of values-based leadership programs designed to develop?the confidence, leadership skills, and emotional intelligence of your current and aspiring middle managers in just 12 weeks - https://www.michellepascoe.com/middlemanagementmovementprogram
4.???? I absolutely love a chat and half-strength latte, so reach out to book an appointment - https://www.michellepascoe.com/contact