Page 13 - BRS - 007

The key word is memorable.

Great hospitality is about making each guest’s dining experience
memorable. The part that isn’t so apparent in that statement is
that YOU don’t make a dining experience memorable; the people
a guest is dining with do. For something to really stick, it has to
be anchored to a feeling. For example, when my business partner
Chef Fred Langley would hire new employees in his restaurants,
he wanted to make sure they had the same love of food and the
restaurant business he did. As a young chef he was sure that by
creating incredible food he would do exactly that. He just needed
to find people who wanted to deliver on service to match his
commitment to food.

When he interviewed people he would ask them to tell him about
their favorite food memories. He expected he would hear about
incredible service and an equally incredible restaurant. But that’s
not what he got. Instead he got answers like, “a hot dog with
my grandpa at my first baseball game,” “grandma’s apple pie at
Thanksgiving dinner,” and the list went on. None of the stories
were about a restaurant; they were about an experience with
someone where a memory was created.
the hospitality business, “Is everything ok?,” (because we strive
What he learned is great food alone did not create a memory. to make your dining experience ok?) it’s about asking specific
If his team delivered WOW customer service, it alone did not questions, such as is your steak cooked to the perfect temperature
create a memory. In fact, it was less about him and his team and or isn’t the shrimp scampi to die for?
more about the guest and who they were dining with. It was the
team anticipating the needs of their guests — and never breaking Another example is drink refills. Don’t interrupt the guests to ask
the connection the diners had together — that could make the if they want a refill. Drop a new one off anytime the drink is a
experience memorable. quarter full and remove the old one.

Hospitality The will to win, the desire to See, great hospitality is an
extension of great service, it’s
In Practice succeed, the urge to reach the art of making sure your

guests’ needs are anticipated
your full potential... these are and met for them before they
To do this effectively takes ever have to notice things
small things that should go the keys that will unlock the are not right or they need
unnoticed. For example, I something. This allows them
referred to a few examples of door to personal excellence. to create memories with the
steps of service earlier. Here is people they are with. And
how they would be executed Confucius when that happens, your
with hospitality in mind. restaurant is the place they
remember because when
When the server introduces himself or herself at the table, it isn’t, they dine with you, they always have the best time.
“Hi, my name is,” when they first greet a table. It’s about connecting
with the guest first, finding something at the table to start a bonding Tell us, what’s your favorite food memory?
conversation, such as noticing a shopping bag and saying, “Oh, I
love that store, too.” After the server makes a connection with the
guests, explains the menu and takes their drink order, the server WRITTEN BY: David S. Peters
starts to leave the table, turns back and says, “Oh, by the way, my www.TheRestaurantExpert.com
name is David, and I will take care of you tonight.”
Restaurant expert, speaker, coach
and trainer for independent
Then instead of checking back in three minutes after the food restaurant owners 
has been delivered and asking my least favorite question in

PAGE
13 NEXT PAGE >>