If my team delivered WOW customer service, it alone did not create a memory. In fact, it was less about me and my team and more about the guest and who they were dining with.
It was the team anticipating the needs of their guests — and never breaking the connection the diners had together — that could make the experience memorable. To do this effectively takes small things that should go unnoticed. For example, I referred to a few examples of steps of service earlier. Here is how they would be executed with hospitality in mind. Another example is drink refills.
Drop a new one off anytime the drink is a quarter full and remove the old one. This allows them to create memories with the people they are with. And when that happens, your restaurant is the place they remember because when they dine with you, they always have the best time.
By Fred Langley. Such seemingly conflicting data tells a broader story: experience matters, but the definition of what constitutes a great experience is evolving. A Technomic study shows that of the factors consumers consider most when choosing a foodservice establishment, the only one driven by convenience is location.
Other factors—good value, good service, cleanliness, quality food and drink—all point to experience, just as they have for decades. What is an operator who wants to attract a cross-section of generations to do? Consider a barbell strategy—giving equal weight to both cutting-edge convenience features with personal service.
Interiors play a huge role, though these days, there is no one-size-fits-all. Whether the environment is cosy or cavernous, restaurateurs are aiming to give diners an experience to remember. These are the places where the mood plays a key role. Now in their third year, these awards are organised by the high-profile architecture and design website, Dezeen, and feature projects from around the world. The restaurant category comprises venues which the judges deem beautiful and innovative.
To set the mood, these places are employing beautifully-crafted local materials, subtle lighting, clever lay-out and warm colour palettes, alongside ambitious menus. The kitchen is run by, JungKwan, a monk who has become famous as a TV chef.
Her recipes follow the strict Korean Buddhism discipline — no meat or condiments such as garlic, onions and chives — but are nevertheless packed with flavour. For its customers, Doosoogobang is set up to be both cosy and traditional.
Diners can find bigger venues less personal, but at Doosoogobang they cosy up in a series of snug zones, which are connected by small gates.
They can even chill out in a private meditation area. So a night out here is about being on a journey, through the menu, and also through the space. When a host points a guest to their table, most people reach for their smartphone before the menu. After all, restaurants are in the business of making memories, not food. Atmosphere is a bit of an abstract concept, but if people are pressed for a definition, most describe it as the feel of a restaurant.
But factors such as decor, lighting, music, cleanliness, and staff uniform all come together to give a restaurant its feel. If the atmosphere is right, a person who popped in for a glass of wine might eventually stay for a meal and dessert.
When people head out to a restaurant, most of them expect to be given a wine menu. Your email address will not be published.
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