When you go to a restaurant, and everything works seamlessly, you don't generally pay much attention to the detail. Of course, you appreciate the great food, service and ambience of a venue, but you may not recognise all the tiny and seemingly insignificant things that make a venue hum and thrive and well, just work.
But you do notice the detail when the details are off. It might be the serving of dishes to share that are plonked on the table with no serving utensils and having to ask for them.
It might be the inattentive wait staff who it takes ages to flag down because they don't make eye contact with diners in the dining room. Or it might be something you can't quite put your finger on.
But attention to detail can overall wholly change your dining experience from good to bad. And a bad experience can ensure that you don’t re-visit a venue.
There seems to to be a lot of hospitality management styles where good is ok, good is the norm, but what if we trained our people to be great? What if our standards were always held to the highest that we can?
How would that change things?
So how do we train our staff to see the devil the detail? How to manage our teams for success?
There are several things you can do, but it comes down to regular and thorough training not just on day one but every day. Staff shouldn’t just be placed in roles, trained and let to do their thing, they need to be managed, nurtured over time and held to your standards.
This means continual training for the lifecycle of the employee, putting in place procedure and performance managing staff.
Having great people requires work; there is no doubt about it. We don't 'get' great people we have to create great people.
And if we care, if we train our people, they, in turn, care about the detail. The details become routine, and magic happens.
Kate Bickford MD & Owner - BK AGENCY: