Hotel owners and managers spend much of their time researching the latest trends. Bookings increase when customers feel appreciated and heard. The same theory also applies to hotel restaurant customers. They want a great experience when they dine, but what details add to a five star experience?
Here are the five ways to keep customers in your hotel restaurant happy. The strategies improve the experience of any customer from the moment they make their reservation to call for their check.
1. Improve your customer service
Restaurants either thrive or fail because of their customer service. People go out to eat for convenience and to feel treated to something special. Fighting for the attention of their waiter or waiting in the lobby will give any hotel-restaurant a terrible reputation.
Before the restaurant opens, the management must teach valuable customer service skills to food service employees and managers. Poorly trained staff or managers with bad attitudes directly affect every customer's meal. Hotel guests who don't like to eat there will also feel less likely to return to a property with appalling customer service.
2. Start a rewards program
Many hotels are creating or partnering with restaurants to provide their guests with more on-site dining options, but that doesn't mean guests will stop by for a meal. Families and those on a budget may find it an expensive place to eat compared to the dining offerings on the road.
Another way to motivate customers and visitors is to launch a hotel and restaurant rewards program. When they sign up for the rewards program, they will earn points for every restaurant purchase. These points then turn into free spa services or credit from local businesses that have partnered with your property.
3. Upgrade your cleaning supplies
Dirty tables and counters make customers wonder if the restaurant kitchen is even dirtier. They also do not create a pleasant environment for relaxation. Improved cleaning products are one of the most essential ways to keep your hotel and restaurant customers happy, starting with your towels.
Bartenders clean up the mess every night. Even a small spill takes up a large portion of any counter or bar stand. When they have access to a storage room filled with high quality towels, they manage nighttime spills with instant absorption and use them to polish clean surfaces when closing.
Poor quality cleaning cloths or towels will only push out liquid, sticky spills. Treat your hotel and restaurant customers to a clean place to eat and relax.
4. Designate the dining room
The best dining ambiance has dim lights and soft background music. The ambience sets a calm and pleasant tone for the evening, even when guests arrive in a hurry or tired. The experience breaks down if people bump into their chairs with luggage near the front desk or the lounge next to them in their pajamas.
Every hotel-restaurant should have a designated dining room. Recommend a dress code to avoid mixing slippers with business dinners. Set tables away from the noise of people coming and going in the lobby. These efforts make the restaurant an escape for anyone in need of a good meal.
5. Rotate your menu
Customers also want to see a little variety. Pick a few main dishes they can come back to, but rotate your menu regularly. Change up special dishes with guest chefs or create seasonal menus during the holidays. Even the themed drinks at the bar will re-engage patrons who wish to return for another culinary adventure.
It also makes sense to tailor the menu to customer needs, even with frequent updates. Hear what makes it easier for them. Offer a limited time discount or find a way add take-out boxes shows your appreciation for their needs while providing the same culinary flair that put your restaurant on the map.
Send customer surveys
After each guest leaves, make sure they have the opportunity to complete a survey. A link at the bottom of their printed or emailed receipts gives management another way to keep your hotel and restaurant customers happy and stay ahead of potential issues.
Associated article: 5 fun restaurant promotion ideas to increase hotel bookings
We are in the same boat!
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Kacey Bradley is the blogger behind The Drifter collective, an eclectic lifestyle blog that expresses different forms of style through the influence of culture and the world around us. In addition to writing for her blog, she has written for sites like US News, SUCCESS, Guides for Brides, Hotel Online, and more!
About Are Morch
Hello I am Are Morch. Your Digital Marketing Coach and Customer experience expert which specializes in creating an effective digital guest experience offering for hotels while increasing and increasing guest acquisition and revenue.
This curious query raised many more. Namely, ' What have you done to your pants that necessitates the application of boiling water ? ', ' Are you too abondant to realise that putting your knickers in the sink and then pouring on the boiling water is far more logical ? ' and ' Have I drunk tea from a kettle that was used to clean somebody’s Y-fronts ? '
Medical experts even weighed in. Dr Heather Hendrickson, a Senior Lecturer in Molecular Biosciences at Massey University in Auckland, said : ' It is super super super super gross. ' That’s actually the scientific term. She added : ' Your friend is unlikely to have a large number of highly heat resistant pathogens in his dirty undergarments but we do not know what he does have in there or how sick he might be. ' Oh, there’s definitely something not right.
While Telegraph Travel cannot conceive an occasion when stuffing your briefs inside a kettle will pay off, there are many other devious, less disgusting ways to take advantage of the items found in most hotel rooms.
Better than boiled underwear is a boiled egg. And a kettle could do the emploi if you’d rather not fork out £15 for an overpriced breakfast ( we’ve even heard of people using them to cook pasta ).
The cheese toastie on the room service menu costs £10. But a loaf of bread and a wedge of cheddar from the local supermarket only costs a few quid. Turn it into melted goodness using your handy in-room iron
They say there’s no such thing as a free lunch ? Not if you nab an extra bread roll, a little bocal of jam and a strawberry yoghurt from the breakfast buffer. Wrap it all up in a shower cap and you’ve saved yourself a tenner.
The British aren’t great when it comes to complaining ( Mrs Richards from Fawlty Towers being the notable exception ), but if you aren’t happy with your room, you’re entitled to say so - and to see the alternatives. Hotels, especially older ones, come in all shapes and sizes, so you might be given a better boudoir. If the hotel isn’t full you might even be get upgraded.
There’s nothing worse than curtains that don’t close properly - they guarantee an unwanted early wake-up call at the crack of dawn. So use a clothes hanger with clips to pin them together.
No in-room speakers ? Put your phone in a mug or glass to dramatically improve the sound quality of your tunes.
Isn’t it incredibly annoying when you want to shave/admire your pretty face after a hot shower but have to wait a good 10 minutes for the mirror to de-mist ? Yes. Yes, it is. Well, free yourself from the shackles of mirror fog. Before you shower ( maybe the night before ) liberally rub a portion of the mirror with a bar of soap. Then take a dry washcloth and buff the soap off. This will keep the mist from condensing on the mirror. And one soaping will last a few days.
Forgotten the plug conformer for your iphone charger ? You could ask to borrow one from reception. Or be really self-sufficient and use a USB port in the back of the TV to charge your device.
Staying in an inner city hotel and wary about someone breaking into your room ? Hang your Do Not Disturb sign on the door and give the impression that you’re still inside having a snooze.
' Consider the unmanned housekeeper’s trolley a smash and grab situation. Pack your bags full of almond butter hand cream and guava face soap with espresso crisps. Take three of everything and get the hell out of the hallway. Even if you do get caught, just say you were out of shampoo, or, even better, out of toilet paper, and thought you’d save them the trouble by grabbing it for yourself. Think of it this way : these amenities are here for you, they are yours. We are in no place to dispute the claim that when you wash your hair you prefer to dump fifteen bottles of lavender and poppy seed shampoo all over your scalp like some gooey shower freak. '
And, if the room doesn’t come with conditioner, or you’ve forgotten your phone charger, just ask at the front desk. Hair products, deodorant and phone chargers are apparently the items most often left behind by guests, so the hotel might have a box of each - but ask nicely.