Training for All Businesses

Recently, we dined at a restaurant known for its Italian food in Goa. One of the reasons we went there was because we really wanted to try their Tiramisu.

While the meal was delicious, the main reason for visiting the restaurant-the Tiramisu was a disappointment. It was watery and just didn’t match the price point of Rs. 420/- per serving.

Feeling disappointed, we informed the wait staff about it and he responded with an emotionless “Ok”. There wasn’t an apology or even a care for our feedback.

As hospitality trainers running a hospitality consulting firm who actually teach problem resolution and responding to guest feedback, this was an example of the dipping service levels across various service businesses.

At Yomorebi Hospitality Consulting , we focus on hotel businesses but an experience like this made us realize that service training is definitely applicable to ALL service businesses. So, the question before us is, ‘why don’t smaller businesses such as standalone restaurants invest in adequate training?’

We believe that unless a situation hurts a business, it is not likely to adapt or change. So perhaps, service businesses haven’t been hurt by a situation bad enough yet! If it is just because of the money aspect, businesses such as ours are rather flexible when it comes to charging our clients.

Perhaps owners of hospitality businesses need to dive deeper to understand why they started in the first place. Are owners running businesses that last one season or do they intend to run legacy businesses? If the answer is the latter one, then it makes sense for owners to invest in good and consistent training of their staff. Training has been linked to higher guest satisfaction (Customer Satisfaction Through Service Excellence: The Important of Focused Training)?and higher profitability and it does make good business sense to do so.

If you are a hospitality business owner, what are your thoughts on training your staff? Have you done it already? If not, what stops you?

#restauranttraining #hospitalityconsulting #stafftraining #servicetraining