I had a dining experience on the weekend that has left me a little perplexed and I’d love to hear your thoughts. I had something to celebrate and I wanted to celebrate with those nearest and dearest to me. I took the time to pick a restaurant that I loved; somewhere I had been before and knew the dining experience would be good for my guests. I often get asked to recommend restaurants given it’s the industry that I work in, so when I’m booking for my own crew I want to know that it is somewhere delicious, and is going to provide a great experience that they’re all going to love.
The core focus of a hospitality and tourism business lays with exceptional customer service, and giving customers a great experience in your venue. It' s a competitive industry and one bad day, one bad customer experience, can damage your business. "You are only as good as your last service” rings very true when customers have a bad experience in your venue.
But how do you give service with a smile when you feel anything but smiley? How do you show up on the hard days when you'd rather be curled up at home not having to cater for others’ needs?
The hospitality and tourism industries are notoriously tricky to excel in. Many factors are required to make up a successful business; from offering in food, beverages, customer service, venue ambience, and getting the overall concept right. But there is one element that is critical to a venue success, and that is focusing on the customer; what they want, what they require, and what the demand is in the market you are operating in.
You may go into running a venue with lofty ideals and dreams to do it this way or that way. You may have always wanted to open a Mexican restaurant for example, but if the market is not ready for it, has an oversupply of what you want to offer, or you are failing to listen to what your customer wants you will struggle to have a successful business.
Kate Bickford MD & Owner - BK AGENCY: