Expectation Management With the 2024 tourist season now well and truly kicked off, we're also hearing about people's experiences. As always, these are generally very positive, with even the buckets of rain we've seen this Spring so far not really dampening (pun intended!) spirits. One interesting personal observation however concerns the food and drink offering some people are experiencing. Again, mostly positive, but more than in other years, I'm sensing some levels of dissatisfaction: (eratic) opening times, menu availability, kitchen opening times, service levels, that sort of thing. Admittedly, this does not come as a huge surprise, since we are customers of this sector ourselves too. What I try and explain in response to these comments is that, even more than in tourism in general, the pub and restaurant trade is going through a particularly tough time. Lots of reasons, but summarised in one sentence: higher costs in combination with a (generally) lower turnover = perfect storm. And personally I don't think we have yet seen the worse. Is any of this an excuse for bad service etc.? No of course it isn't. But (I'm sure you saw a 'but' coming) ... like it or not, the combination of significantly increased costs combined with lower income DOES impact on the operational management of business. Any business! So please try and be understanding and patient. If service takes a little longer, when some menu items may not be available, if they brought you a small dish of ketchup instead of the mayonaise you asked for: don't let it spoil your night. They are (mostly) really trying! And before posting a review on any of the available channels, please PLEASE give the place concerned the benefit of your feedback, and allow them to respond. If they fail that too, you can still post! Our industry will thank you. And we promise that the current challenges won't be with us forever. Well, we hope not.... #hospitality #southwestengland #devon #foodanddrink #feedback #costoflivingcrisis
Ruud Jansen Venneboer’s Post
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Making good products is no longer enough, serving them efficiently is no longer enough. It's how we make people feel that matters most of all. Because I believe we are on the precipice of becoming a hospitality economy. whether you're in real estate, or retail, or finance, or insurance, or computer services, you do the same thing I do. you're in the business of serving other people. And if you start to look closely enough, you will find opportunities for unreasonable hospitality, to give people more than they could ever possibly expect all around you. But see in the restaurants the food, service, the design, they're simply ingredients in the recipe of human connection. If we could be unreasonable in our pursuit of that we could give people the kind of experiences they would remember forever. Unreasonable hospitality is not just a fancy restaurants. I get it, some of the gestures I just described were quite extravagant, but it does not take a big budget to start infusing this into your culture because remember, it's not the cost of the gestures that matters. it's how it makes people feel. Unreasonable hospitality helped my restaurant accomplish every single goals, and it turned the people I worked with from a collection of individuals into a trusting team. #ElevenMpark #
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Business Development & Membership Manager at Visit South Devon & Discover Dartmouth
8moWell said Ruud!