Managing reactions
Surroundings - Hospitality - Product -Delay
…“The difference between service and hospitality, is that Service is getting someone the thing that they ordered in a timely, efficient and correct way. Hospitality is how you make that person feel when you do that. Service is black & white, hospitality is color “…. - Will Guidara
Service is our craft, its what we do, just as a fireman puts out fires, we perform service. In our industry it’s a given that staff knows the details of how to correctly perform service. However, its not given that a company is good at hospitality, this leaves room for a competitive advantage that is crucial to our survival.
<aside> ☝ The range of impact for Hospitality is huge, and is therefore our main focus area. It ranges from +10/-10. And on top of that it’s sometimes subjective as all guests are different and human chemistry is involved.
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William Guidara (born November 25, 1979) is an American restaurateur based in New York City. Along with chef Daniel Humm, Guidara co-owned the Make It Nice hospitality group, established in 2011, which owns and operates Eleven Madison Park, NoMad New York, NoMad Los Angeles, NoMad Las Vegas, NoMad Bar and Made Nice. (Wikipedia)
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The level of your Hospitality can’t be monitored as objectively as we can with the Surroundings, Delay and Product. Hospitality is therefore considered as a whole in the KSR. We will however make it as objective as possible with the headlines below.
Every guest is different, experienced bartenders will constantly assess the needs of their guests and adjust his or her service accordingly. The way in which a bartender manages a guest’s expectations plays an important role in influencing the experience of the visit. It’s a huge factor in whether the guest will return or not. Being a bartender is as much a study in psychology, body language and social anthropology as it is the knowledge of what flavours match and works in a cocktail. The best bartenders in the world could probably have a Ph.D in psychology and social anthropology. They are also likely to be funny and outgoing.
Each guest has individual tastes and requirement. Your ability to understand what it is that they desire allows you to personalise your service. Heighten the guests experience by;