Restaurant is a Relationship Business

In the HoReCa industry, where flavors, ambiance, and service are at the heart of what we offer, one truth stands above all: restaurants are not just about food; they’re about relationships.

A good meal can delight your palate, but a great relationship keeps your customers coming back, turning a one-time guest into a lifelong advocate. In my decades-long journey—from working in high-end airline catering to being a proud advocate of Home Style Foods —I’ve come to realize that people choose restaurants not just for the menu but for the human connections they experience there.

Food Brings People, Relationships Make Them Stay and Repeat

Yes, we innovate recipes, craft signature dishes, and curate menus, but what truly creates a memorable dining experience? It’s the warmth of the staff, the attention to detail, and the feeling of being genuinely cared for. Guests want to feel seen, heard, and valued. That’s what transforms a regular dining spot into their second home.

A steaming plate of momo may be delicious, but when paired with a smile, a genuine inquiry about their day, and a quick memory of their “usual order,” it becomes unforgettable.

A Lesson from Newari Bhoj

Growing up in Nepal, I experienced the cultural richness of food in social gatherings like the Bhoj . The dish wasn’t just about sustenance; it was a story, a community, and an act of bonding. That same spirit should drive every restaurant experience. The food is the start of the conversation, but the relationships built over it are what make the story last.

The People Factor in HoReCa

Behind every plate served is a team of people. The HoReCa business thrives when these people—your chefs, servers, managers, and hosts—are invested in creating authentic connections. Train your staff not just to serve food but to serve relationships. Empower them to connect with guests, recognize regulars, and personalize interactions.

In my own ventures, from Malekhu | Steam Kitchen to Lhotse Thakali, I emphasize this philosophy. We’re not just cooking meals; we’re creating moments that inspire trust, joy, and nostalgia. -That’s the secret ingredient.

A Relationship-Centric Approach

Here’s how we can build relationships in the HoReCa business:

• Know Your Guests: Remember names, preferences, and stories. Technology can help, but genuine interest is irreplaceable.
• Involve Your Community: Support local farmers, celebrate cultural festivals, and give back to society. A restaurant is part of its neighborhood, not separate from it.
• Be Consistent and Transparent: Trust is built on reliability. Deliver on promises, and be honest when challenges arise.
• Treat Your Team Like Family: A happy team creates happy guests. Your people are your ambassadors, so invest in their growth and well-being.

People First, Products Second

At its core, the restaurant business is about people buying into people. When just a product; they’re looking for an experience shaped by the relationships you build.

So, the next time you serve a plate, think beyond the ingredients. Think about the story it tells, the bond it creates, and the memory it leaves. Food can satisfy hunger, but relationships feed the soul.

Let’s make our restaurants not just places to eat but places to belongs.

BINOD BARAL

Chef, Entrepreneur, and Advocate for HoReCa Excellence #morethaachef