I am a service junkie. You will often find me watching. Watching a car dealer handle exasperated customers in for repairs, figuring out what makes that particular Walmart greeter get so many smiles, or marveling at the server effortlessly handling a crazy station on a Friday night. I watch and I learn.
Why has hotel dining gotten so much better over the last 10 years? The main reason is that hotel investors no longer just look at RevPAR, they look at the ‘Transactional Value’ of each guest; what the entire guest spend is during the stay. Hotels that get a healthy contribution from F&B demand higher multiples. We examine the top things that MAKE a great hotel restaurant.
The universal adoption of credit card and wire payments have certainly made life much easier for consumers and producers everywhere. Transactions are now routinely completed on the promise of payment, giving consumers quicker and more predictable access to the goods and services they seek. An unfortunate side effect is that… Read More
When people call our restaurants and book rooms at our hotels, they would be less likely to cancel if something personalized awaits. That could be a nice room, a quiet table, or the realization that the staff was really and truly looking forward to their patronage.
We all get that relationship between the chef and waitstaff is at times, well, tenuous. Relationships with owners and bosses can often have their moments of raised voices and forceful gesticulations as well. No boss or owner on the planet, however, compares to what this Japanese Chef went through, serving… Read More
Apparently, wealthy consumers, particularly Americans, are essentially an untapped market for cruise lines, according to a global wealth study reported on by Travel Weekly. With the global penetration of upper-income consumers by cruiselines estimated at just 1.2%, a focus on this segment of the market seems like a no-brainer. Is… Read More
How can busy spa operators take their guest experience, so integral a part of their businesses, to the next level? Creating a guest experience audit, in which key standards are established, is the only practical and surefire way to gain an understanding of where you are and how to get where… Read More
How can a restaurant manager think outside the box when they’re actually in that box 16 hours a day, seven days a week? Sometimes, the only way to do it is to take a few steps back from that ‘box’, and conduct a solid guest experience audit.’ Creating a good… Read More
Coyle began providing cruise mystery shopping services to Royal Caribbean, and other cruise lines, several years ago. Since that time, our team of cruise quality consultants has been aboard the inaugural launches of Royal Caribbean’s new ships, Oasis of the Seas and Allure of the Seas. It is certainly wonderful to be… Read More
I think every restaurant consulting firm would agree that you get new customers and keep great ones via word of mouth. What can be argued, ad infinitum, is how to define “word of mouth” nowadays. Is it a rant posted on a review site? A Facebook entry? A tweet about… Read More