Touch the customer (at least 4 times) per visit. Make it a goal.
With so much ordering automation happening today a good operator has to ask are the days of no human interaction in hospitality really far off. Today you can order food at a popular fast casual restaurant without a human interaction or check into a nice hotel without talking to a soul.
No, we don’t really want you to actually touch the customer literally, but every good operator should have it in their guest services plan to touch a guest at least 4 times per visit. So how does this work?
There are many opportunities to make this happen. Every style of operator from fast food restaurants to hotels and every hospitality operation in between has an opportunity for a human being in your operation to interact with a guest.
Most common interactions are:
1. When a guests opens the door ( Hello, Welcome to ( insert name of business)
2. As a guest browses the menu or offerings ( Can I answer any questions on the menu for you?)
3. As the customer gets ready to order ( Can I suggest something today? )
4. When the food arrives ( Please let me know what else I can get for you. ) Maybe twice here.
5. When the customer gets up from their table ( Thank you for your visit today. )
6. And finally as the customer opens the door to leave ( Thank you for coming see you next time )
Every front of the house staff member has the opportunity to make a touch. Make sure your staff touches the customer!
With so much ordering automation happening today a good operator has to ask are the days of no human interaction in hospitality really far off. Today you can order food at a popular fast casual restaurant without a human interaction or check into a nice hotel without talking to a soul.
No, we don’t really want you to actually touch the customer literally, but every good operator should have it in their guest services plan to touch a guest at least 4 times per visit. So how does this work?
There are many opportunities to make this happen. Every style of operator from fast food restaurants to hotels and every hospitality operation in between has an opportunity for a human being in your operation to interact with a guest.
Most common interactions are:
1. When a guests opens the door ( Hello, Welcome to ( insert name of business)
2. As a guest browses the menu or offerings ( Can I answer any questions on the menu for you?)
3. As the customer gets ready to order ( Can I suggest something today? )
4. When the food arrives ( Please let me know what else I can get for you. ) Maybe twice here.
5. When the customer gets up from their table ( Thank you for your visit today. )
6. And finally as the customer opens the door to leave ( Thank you for coming see you next time )
Every front of the house staff member has the opportunity to make a touch. Make sure your staff touches the customer!
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