Win, win, win...

I run a consultancy that specialises in hospitality training, coaching and motivation. We have a website that tells visitors what we can do for them and naturally there's a lot of info about what we offer, past experience and testimonials.

I started the business to help clients improve their team’s confidence & competence, increase business revenue, enhance the brand's reputation, develop & grow the team and inspire & motivate everyone and not forgetting to surprise & delight guests with exceptional service and unconditional hospitality.

Nothing I could write can demonstrate the value of training, coaching and motivation quite like the email below that I received from one of my clients over the weekend. It captures the true essence of hospitality, the reason why so many people run restaurants and what we as guests hope for every time, we book a table at our favourite restaurant or try new one.?

This unsolicited guest feedback was too good not to share, inspiring for me, the client and more importantly the team on the front line. This is why we do what we do.

Hi there!

?I wanted to take the time to write in and describe one of the most incredible dining experiences I have ever had… I have been to many restaurants and cafes in my life and even out of the most expensive ones I have visited, this has by far exceeded any level of service I have encountered! I called your restaurant to book a table for Saturday the 7th, January for 10 people at 12 noon and the person who booked it for me was so helpful and so polite. It was so refreshing to have a restaurant sound happy to book a table rather than rushing and being impersonal. When we arrived we were greeted by the lady who was so friendly and used my name like she knew me, it was a nice touch. Then our waiter (I didn’t get his name but he was a young guy with longish hair) was the most amazing calm and adorable person. There were 10 of us and we were really particular with our food choices and pretty much all of us ordered off menu with real complicated individual requests. He didn’t get flustered or annoyed once and said yes no problem to absolutely every single one of our requests - that was impressive! Then the food came out in good time and was DELICIOUS with not one mistake! In the meantime the vibe in the cafe was absolutely electric and it’s clear for anyone to see that the reason for that was actually because every single staff member worked together as such a strong team and they all looked so incredibly happy there!

I can tell you, that to get a team that big to be working like such a well-oiled ship and not be too stuffy with contrived politeness but genuinely happy to be doing their job is no easy feat. There was another lady who really helped make this an unforgettable experience and I think she must have been the manager as she had a different top on to everyone else, she went above and beyond asking if we were there for a special occasion. When we told her it was my sons 17th birthday, she wished him a happy birthday and without us even asking arranged a cake to come out with candles and got all the staff to sing happy birthday! She was such an amazing happy lady and her positive attitude and genuine passion for her job shone through to the whole cafe, she is clearly is what sets the tone to this little gem of a cafe!

The vibe is spot on and I honestly cannot find enough beautiful words to describe our visit! I’m sorry this is such a long review but I genuinely had to share with you how outstanding that team is working in that branch and what they are doing there really needs to be acknowledged and celebrated! Thank you for showing me that even when you least expect it, that in a super busy cafe you can still hit the nail on the head in absolutely every aspect of what you offer!

This is not only a perfect example of the beauty of hospitality, but the power of training & development and reason to invest in your biggest asset, your people. Because when done well, everyone wins, the team, the client, and guest. AK

10hospitality.com