The hospitality industry is a highly competitive and dynamic environment. Hospitality operators must constantly innovate and evolve to meet the ever-changing needs and expectations of their guests. One of the most important aspects of the success of a hospitality business is the speed of service. Fast and efficient service can contribute to guest satisfaction and business profitability. But how do you organize this, especially in a time of staff shortages and high numbers of guests from home and abroad?
In this blog, we discuss why speed of service is so important in the hospitality industry and how hospitality entrepreneurs can ensure fast and effective service.
Importance of speed of service in the hospitality industry:
Speed of service is one of the most important factors in the hospitality industry. Guests come not only for good food and drink, but also for fast and efficient service. Guests often have a limited time to dine or lunch, so it is important that they are served quickly. Moreover, in today’s society, guests have less patience and less time to wait for their orders. If a catering establishment does not meet guests’ expectations, they may choose to go to another establishment where service is quick enough.
Fast service can help increase sales. If guests are satisfied with the speed of service, they are more likely to return and spend more. In the long run, this can lead to an increase in sales and profitability for a hospitality business. Slow service, on the other hand, can make guests less likely to return or spend less, which can lead to a reduction in sales and profitability.
Prompt service can also help reduce wait times and lines. Long waits and queues can lead to dissatisfied guests and can damage a catering establishment’s image. Guests do not want to stand in line for a long time or wait for their orders. Fast and efficient service can solve this problem and ensure that guests are satisfied with the experience.
How do you ensure fast and effective service?
1. Invest in technology
Modern technologies and tools can improve service efficiency and speed up order processing. Guest call systems, waiter call systems and kitchen call systems are just a few examples of technologies that can improve the speed of service. For example, a POS system can additionally help streamline the ordering process and reduce order placement errors. Order terminals can also be used to place orders directly from guests’ tables, reducing wait times and increasing efficiency. Mobile apps can also allow guests to pre-order and pay, reducing wait times and increasing the speed of service.
2. Create an efficient workflow
An efficient workflow is also important to improve speed of service. Hospitality business owners must ensure that their staff is well organized and efficient. Creating an efficient workflow starts with designing the workspace in a way that promotes efficiency. For example, hospitality entrepreneurs should ensure that the kitchen and bar are well laid out and that there is adequate space for staff to move and work. Establishing clear procedures and protocols for placing orders and serving food can also help improve the speed of service. Obviously, by introducing a guest call system, you provide additional peace of mind and efficiency in the ordering process.
3. Train and develop staff
Staff training and development are also essential to improve the speed of service. Hospitality operators should train their staff on best practices for providing fast and efficient service. This includes training staff in the use of technologies and tools that can improve the speed of service, as well as training staff in best practices for working in an efficient workflow. It is also important for hospitality entrepreneurs to develop their staff through ongoing training and continuing education. This can help staff improve themselves and develop their skills
In short, especially with summer approaching and with the expected increased flow of guests (from home and abroad), it is important to invest in wireless call systems right now. This way, as a business owner, you can optimally capitalize on the increase in turnover, in times of the current staff shortages.
The hospitality industry is all about providing exceptional customer service and ensuring guests have an enjoyable experience. One aspect of customer service that is often overlooked is the ability to communicate effectively with guests. This is where wireless calling systems come in, providing a fast and efficient way for guests to get in touch with hotel staff.
Wireless calling systems, also known as wireless pagers, are small devices that allow guests to call for assistance with the push of a button. They are commonly used in restaurants, bars, and hotels to improve guest service and reduce wait times. These systems are becoming increasingly popular in the hospitality industry due to their convenience and ease of use.
One of the key benefits of wireless calling systems is the ability to improve guest satisfaction. Guests can use the system to request assistance quickly and easily, without having to leave their table or room. This can be especially helpful for guests with mobility issues or those who require extra assistance. By providing guests with a way to call for assistance at any time, hotels can improve their level of service and ensure that guests have a positive experience.
Another benefit of wireless calling systems is that they can reduce wait times. In busy restaurants and bars, it can be difficult for servers to attend to every guest in a timely manner. With wireless calling systems, guests can request service as soon as they need it, without having to wait for a server to notice them. This can help to improve efficiency and reduce the overall time it takes to serve guests.
In hotels, wireless calling systems can be used in a variety of ways. Guests can use them to request extra towels, room service, or even to report a maintenance issue. This can be especially helpful for hotels with large properties or those that receive a high volume of guests. By providing guests with a way to communicate directly with hotel staff, hotels can improve their level of service and ensure that guests have a positive experience.
Wireless calling systems can also help to reduce labor costs. In busy restaurants and bars, servers may need to be stationed in specific areas to attend to guests. With wireless calling systems, servers can be more flexible in their duties, as they can be alerted to guest requests from anywhere in the restaurant. This can help to reduce the overall number of staff needed to provide service, which can save hotels and restaurants money on labor costs.
There are several types of wireless calling systems available on the market today. The most common type is the pager-style system, which uses a small device that guests can carry with them. When a guest needs assistance, they simply press a button on the device, which sends an alert to a staff member. Some systems also include text messaging capabilities, allowing guests to communicate directly with staff members.
Another type of wireless calling system is the tablet-based system. These systems use tablets that are placed in each guest room or table. Guests can use the tablets to request assistance or place orders, and staff members are alerted to the request through a central system. These systems are often used in restaurants and bars to streamline the ordering process and reduce wait times.
When implementing a wireless calling system, it is important to choose the right system for your business. Consider the size of your property, the number of guests you receive, and the specific needs of your business. It is also important to train staff members on how to use the system and ensure that it is maintained properly.
In conclusion, wireless calling systems are a valuable tool for the hospitality industry. They provide guests with a fast and convenient way to request assistance, improve efficiency, and reduce wait times. By implementing a wireless calling system, hotels and restaurants can improve their level of service and ensure that guests have a positive experience. As technology continues to advance, it is likely that wireless calling systems will become even more prevalent in the hospitality industry.
Tips for increased hospitality in the hospitality industry
Needless to say, true hospitality is most important in the actual hospitality industry. This goes way deeper than merely focusing on the reviews that may appear. A satisfied guest is the best free advertising you can imagine. Therefore, not only you, but also your staff should show their most guest-friendly side.
Unfortunately, hospitality is not tangible. Not only your words but also the decoration and even the music in your establishment contribute to this feeling. The biggest source of annoyance among hospitality guests are unfriendly staff, lack of interest, lack of personal attention and dedication and long waiting periods. That’s why well organized hospitality can set you apart from your competition. When hospitality is done right, your guests are going to build a relationship with your establishment and are more likely to return.
How to improve communication & service?
Tips for the host and his team
In order to successfully succeed in hospitality, you need to immediately welcome your guests warmly. Welcome them with open arms, address them by name if you know them, and make sure not to distinguish between regular customers and new customers.
It is very important that your staff knows the menu of the business so they can help the customers in their choices. Build the best team by hiring both young starters as well as experienced staff.
Get to know your guests. For example, at a business dinner, it’s best to address customers as sir/ma’am. And when people come for lunch in suits, they may want quick service because they have to move on to the next meeting. When your guests ask for something, you should respond immediately, because no one likes to wait. However, give your guests time to make choices.
Inform in advance. While booking, ask if there are guests with any food allergies, for example. However, the client is going to appreciate it when you ask again during the evening itself. Also allow customers to ask for minor adjustments to a menu.
Be aware of how important it is for your staff to work with a smile. You can’t motivate your staff enough yourself. For example, let them try new dishes, give them plenty of pats on the back and organize a team building session. After all, a good team achieves better results.
Verbal and nonverbal tips
Adhering to etiquette, do not interrupt your guests when they are in conversation. In addition, it is also better not to finish your guests’ sentences. Show interest in what your customers have to say, even if they are complaints. Never contradict customers when they have complaints.
Feel free to use humor. Make light-hearted jokes or comments but keep it short and polite.
Personal hygiene and well-groomed attire contribute to a positive image of the business. Iron work clothes, wear clean shoes, make sure your hair is washed and tie it together from a certain length.
Eye contact and a smile are also very important. Eye contact ensures that you show interest in the customers. The smile, of course, also speaks for itself.
Remember the wishes of regular customers. Do they have a favorite table? Would they like extra sugar? These are small things that are greatly appreciated.
Make sure your guests always feel that there are plenty of employees and that they are visible. Wearing similar attire can already help with this.
How do you improve product and location?
Fresh ingredients and quality produce
There are factors you cannot influence or have little control over. Even when you always choose quality fresh ingredients, a product can leave something to be desired. If your customer is dissatisfied with a dish, make sure to change the narrative towards a positive experience.
Provide an occasional additional extra service. Put a carafe of water on the table, provide a bread basket, offer customers a pastry or digestive with their coffee.
In addition, guests also have a certain expectation of your offerings. If the expected offering is not available, the customer may be dissatisfied. Variety in the offer is greatly appreciated. Too wide an offer, in turn, will result in so called choice stress.
The interior and the location
Of course, you have only partial influence on the accessibility of your business. What you can change is the interior and atmosphere of the business. It is also important to make your business accessible to people with disabilities.
Everyone likes to have clean tables, possibly with a flower in the middle. This applies to the terrace as well as the interior of course.
For most customers, space is also a must have. People want to be able to sit at the table with their entire party without being crammed in.
How do you improve your hospitality business?
Clearly, you can’t exert much influence on every factor. That’s why it’s best to focus on improving your communication. For example, by introducing the guest paging systems. This is where you have the greatest influence, provided your team remains motivated to bring out the best in themselves.
