I find myself dining increasingly more often in fast-casual restaurants instead of ones which offers full service (and I use that term loosely). Why? In addition to being more in charge of the timing of my experience, I find the degree of hospitality in many fast-casual chains equal to or better than many of the casual full-service restaurants – for less money. What can you gain knowledge from a CASE (copy and steal everything) study of today’s successful concepts? Think hospitality instead of service.
Over a recent trip to Pei Wei menu 2020, PF Chang’s fast-casual concept, using a colleague of mine (his very first time to consume there), he was impressed with the friendly food delivery and provide to have drink refills for all of us. Drink refills? Most of us could offer that little dose of hospitality in our restaurants. Heck, at the most full-service restaurants today, you’re lucky if you get a refill in a timely manner. Will that build your sales? Certainly!
The Golden Corral within my neighborhood has a very Cheers-like atmosphere, where the guests request specific servers and the managers are out front and appear to know everyone. Wonder why they carry on and build sales and also have long lines? The guests possess a better experience at a lower price coin. You definitely have the capacity to create an event like these inside your building too–in the event you move out front.
Jump off your kitchen tiles and spread some smiles working the guests’ tiles. Get on the other side in the counter and look your guests’ meals. Inject some hospitality in your restaurant. Why you think so many individuals browse through the drive-through? They may not want ahead inside. Produce a better experience and they’ll be lining up. Studies have shown that dine-in guests spend more money, so allow them to have a good reason ahead on in!
Hospitality Rally – Put in a dose of hospitality in your pre-shift meetings. Teach your individuals to interact with your diners–which starts with you. It will take no more some time and costs forget about money for someone pre-bussing a table to smile, find out how the meal is, and find out if they need other things. Your rally should concentrate on just how the interactions happen, not on a number of steps and tasks the guest doesn’t value.
A newly released trip through my local Chick-fil-A drive-through opened my eyes towards the difference between service and hospitality. I ordered a large drink and pulled around towards the window. The attendant passed me a straw and informed me the entire was $1.29. I gave her the amount of money, and she joked that was simply for the straw–the soda was an extra $1.29. A little laugh from someone jblstb her job and showing it for the guests. Service is filling the need–in that case, the necessity being “I’m thirsty”–and can be delivered with a vending machine or numerous places. Hospitality, though, is unique. It occurs through people. My family dines at https://www.storeholidayhours.org/pei-wei-catering-menu-prices/ frequently with this very reason. How could you make the transition inside your restaurant?
Cashiers, phone, and drive through. A good guideline is always to greet the guest by name. If you don’t recognize them, their name is Welcome. Start their experience off on the right foot. Positive, reassuring responses including “great choice,” “that’s my favorite,” “it’s one of our most popular items,” “that also goes well with ___” will make sure the guest feels good with regards to their order. Simply replace the nod, non-acknowledgement, or “okay” with eye-to-eye contact as well as a positive response. Watch the sales mount up.