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.
Think a mystery wine shopper – or any customer – is going to take any chances on your hand-picked selections that they don’t have a feel for? Sorry, your wine list no longer has pricing credibility. Waiter, a draft beer please.
Hospitality 101 comes with a multitude of acronyms and customer service rules that can be applied in any business where service is a key element of the experience. One of the first rules taught by hospitality companies big and small is the 10 and 5 Staff Rule, also known as… Read More
A client with several successful restaurants in New York City was looking to expand a particular concept nationwide. However, reviews on social media (Yelp, Opentable, etc.) were mixed and inconsistent financial performance created more confusion for the client than clarity. How did Coyle help gain clarity for this client?
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.
I just saw this NBC News article come across my news feed this morning and it struck a nerve. Living in New York City, I eat out more than I eat at home–and I am not alone. In major cities and small towns across America, going out to eat is no longer a luxury, but a part of everyday life. As a result, we are all more exposed service experiences of varied quality.
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
Fifteen years of providing mystery shopping services to restaurants (and other hospitality providers) has given Coyle Hospitality keen insights into the standards and practices that elevate the guest experience. We all know first impressions are important, be they in the professional or personal world. What kind of first impression is… 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