Attention to detail means everything. Last year, I was walking off the water here in Hoboken, NJ and my attention was immediately drawn to some music being played. There was a country bar off to my right, with the doors open and music playing. I wasn't drinking that day but if I was, I'd probably go there first. For context, my bars were just to left of this place and I couldn't even tell you if they were open at the time. My places have the ability to open all its doors and windows. They have a great patio space. State of the art sound system. So why weren't my places trying to create this atmosphere? Attention to detail and it starts with me. Sometimes I believe that everyone thinks the way I do and therefore, will do what I think they should be doing. That's not fair to my staff. So I immediately got on the phone with my COO and the onsite manager and let them know my experience and that we need to focus on these types of details in our business. I then walked over to the bars and help create the atmosphere I was looking for with my staff. If we have any chance of creating the downtown Hoboken that I dream of, we HAVE to focus on every little detail. Otherwise, it won't work. #restaurant #restaurantindustry #hospitalityindustry
Pat Light’s Post
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Wine Specialist | Training + Education | People Developer | WSET Educator | Experienced Hospitality Professional | Advisory | Speaker | Sales + Marketing
Daily Dollop of Wallop #63 The power of a warm welcome. Seems like a fairly obvious statement to make. Hospitality is one sector where manners, common courtesy, etiquette and general consideration for a guest is completely paramount. Arguably, above anything else that proceeds this 'warm welcome'. This being said, I feel that there is a void between being too relaxed around welcoming guests into a bar, restaurants, pub or whatever it may be and being overly 'nicey nicey' to the point where it could give people a little bit of the ick. So, to offer some context here, if it were me receiving guests into my own place (let's assume it's a casual dining outlet in a small cit), I would not follow a process or protocol offered to me by my line manager. I would not memorise some kind of 'welcome' script that I should recite or regurgitate to guests as they walk in. I would not greet guests with sir or madam or any other formal salutation. To me, they remove the informality of being out to enjoy an experience which is there to remove you from the stresses of the day, the moaning kids, the rotten weather, the fact that you forgot to take the blue bins out and the bin-men have already bloody been. Even if I was there on a business lunch, for example, which is formal by nature. The premise of the meeting is formal but the purpose certainly isn't. Instead I would greet every single guest as if they were either a friend of mine or a family member (one that I can actually tolerate and do happen to enjoy the company of 😁 ). This means, the 'warm welcome' is highly likely to change each an every time you greet someone and therefore, requires no memorising of a protocol that was written and delivered by your People Manager or GM. If the recruitment policy is effective - in that nobody in hospitality wants to employ a shrinking violet as part off their floor team, then the 'warm welcome' offered to guests is purely down to the individual and therefore, should result in a very friendly, familiar and invested welcome. Is it me, or is this kind of approach lacking. From what I have seen out in trade recently, I am confident that it ought to change a bit. After all, what is some sublime food, banging drinks and a great music policy without a welcome that makes you feel instantly at home, at ease and ready for a true experience? A quote from the brilliant book I have recently re-read, Unreasonable Hospitality by Will Guidara really paints this picture broadly: "Service is black and white but hospitality is colour" Keen to hear some thoughts on this. Leverage your beverage.
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Pat Light: It's incredible how something as simple as the sound of music can completely transform the vibe and draw people in. It's crazy that you immediately brought that same energy to your place. The devil is in the details. I'm looking forward to seeing the downtown Hoboken that you dream of come to life! I used to live in New Jersey, and every time I hopped on the PATH train, that area constantly reminded me of its cultural potential.