Today, we are giving our space to an anonymous contributor, a figure in the industry for over 20 years, who shares their feelings with us.
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Is an industry professional capable of going into an establishment (Bar / Restaurant / Hotel, etc.) leaving their observant eye (understand: professional deformation) at the cloakroom?
I travel a bit, in France as abroad, and each time the same reflexes when I arrive in an establishment: the analysis of the back-bar, the upkeep of the staff, their actions, the reactions of customers when they need attention and no one from the team notices it, and on the contrary, the details that make the difference, those that make the customer experience a success.
This is how this post is written tonight, on the terrace of a room in a 4* hotel in the Paris region.
We arrived early evening, for the weekend.
The check-in went perfectly, we got settled in the room, then headed to the bar for the sacred aperitif.
It started with a barmaid who made her cocktails without a jigger (and I see the most discerning of you coming: no, she clearly didn't master "free pouring"). The traditional slice of lemon like a "tractor wheel" was also part of the journey.
We order tapas, including salt cod fritters.
The order arrives at the table, with cutlery, but without napkins... A shame.
First bite, second bite, and quickly a pantry that forms in our teeth... Well, believe it or not, not a toothpick in the house... Blame it on CSR?
Back in the room, it was time for a cigar. But that was without counting on the storm-proof lighter from a famous brand that let me down… Off to reception to ask for matches.
Believe it or not, there wasn't a box of matches in the house…
I already regret my stay in a Los Angeles hotel where each ashtray contained a matchbook with the establishment's logo.
In the end, a kind customer overheard my request and kindly offered me his lighter.
Customer service by a customer, and why not after all?
My moment of relaxation was saved.
So, I finally enjoy this excellent module, while scrolling through the Google and Tripadvisor reviews of the establishment, to compare my impressions with those of customers who came before me. Overall, my opinion is divided: given the prices charged, the service (in the broad sense) is not up to the standard of the place.
The shortage of skilled labor is a fact, and a fundamental issue, but how can we turn the tide?
One thought leads to another, and I wonder how, in such cases, we industry professionals can help others (without, however, improvising ourselves as volunteer consultants…)?
I recall a great industry professional telling me that he occasionally took the time to sit in various places in his establishment, in order to get the perspective (literally) of his customers, especially for the decoration, or for cleaning that might be overlooked because it escaped his team's field of vision.
He had, I think, one of the keys to success.
And you, what do you think?
The debate is open, looking forward to your comments.
