Top Hospitality Tips from an Award-Winning Expert

Hello, I'm Holly Parnell, a seasoned professional with 17 years of experience in the hospitality industry. My journey has been filled with exciting milestones, including being a MasterChef UK Semifinalist in 2022 and winning the Caterer Middle East Restaurant Manager of the Year in 2023. I also had the privilege of managing a venue that was awarded Best Pub 2024. Today, I want to share some of the insights and tips I've gathered over the years to help you excel in the world of hospitality.

Hospitality is more than just providing a service; it's about creating memorable experiences for your guests. In today's fast-paced world, understanding the nuances of hospitality can set you apart. From the moment a guest walks in, every interaction should be tailored to make them feel valued and appreciated.

Essential Tips for Success

Understanding your guests' preferences and expectations is crucial in the hospitality industry. Personalizing their experience can make them feel truly special and valued. One effective way to do this is by using their name. People love to be addressed by their name; it makes them feel like they're part of the club, in with the gang—a home away from home.

Imagine the impact of a personalised note or a complimentary dessert with their name on it. It makes them feel like the lucky one who was remembered, and this small gesture can create a lasting impression. When guests feel recognized and valued, they are more likely to return and bring their friends along to show off their newfound popularity.

Everybody wants to be a somebody, no matter where they are. By making your guests feel like they are the stars of the show, you not only enhance their experience but also build a loyal customer base that will sing your praises and spread the word about your exceptional hospitality.

Attention to Detail

The little things truly matter in hospitality. Whether it's the presentation of a dish or the ambiance of a room, attention to detail can significantly elevate the guest experience. Every element, from the cleanliness of the cutlery to the lighting in the dining area, should be meticulously curated to enhance the overall atmosphere.

An essential aspect of attention to detail is the ability of the server to predict the needs of the guest. Too often, I've ordered something simple like a bowl of chips, only to wait for five minutes for the waiter to bring salt and ketchup. By the time it arrives, the chips might have gone a little cold, or worse, the server might have forgotten entirely, leaving me to get up and find it myself. This scenario results in the server providing the bare minimum service.

But we're after hospitality here, and there's a difference. Anticipating guest needs is key. Bringing condiments to the table proactively can save both you and the guest time. Most guests, 9 out of 10, will likely want them, and if they don't, no problem—the condiments will surely be used by the next table. This small gesture of thoughtfulness goes a long way, while forgetting it can have a negative impact.

People don't always remember these little acts of kindness, so don't expect a standing ovation. However, you can be sure that if you don't provide them, guests will have something to say about it. By anticipating and meeting guest needs, you create a seamless and memorable experience that distinguishes true hospitality from mere service.

Keeping relevant

The hospitality industry is ever-evolving, and staying updated with the latest trends is crucial. Continuously seek to improve your skills by attending workshops, following industry leaders, and being open to new ideas. This approach not only keeps you competitive but also inspires innovation within your team.

However, while exploring new ideas is exciting, it's essential to distinguish between a fab and a fad. Ask yourself whether a new idea will drive business in the long term, providing marginal gains that will have a greater impact over time, or if it's just a quick fix (cough, Salt Bae gold tomahawk, cough) designed for a fleeting moment of Instagram fame.

A viral video might bring temporary attention, but it's the sustainable ideas that align with your company's interests that truly matter. If you have creative ideas influenced by new trends, that's fantastic, but ensure they serve the long-term goals of your business. Prioritize strategies that build lasting value and contribute to your company's growth, rather than those that are quickly cast aside like yesterday's news.

Teamwork

A successful hospitality operation relies on a cohesive team. It's essential to foster a positive work environment where everyone feels valued. Encourage open communication and regular feedback sessions, and recognize and reward team members for their contributions, as this boosts morale and productivity.

Empowering your team is key. Make sure they feel they have a voice by placing a suggestion box in the common area. This allows staff to share ideas about the menu or communal areas, fostering a sense of involvement and ownership. Encourage them to ask questions and commend their curiosity, as this shows their engagement and willingness to learn.

Delegating tasks is another way to empower your team. Allow them to take on responsibilities, which not only prepares them for the next stage of their career but also instills a sense of pride and accountability. When people feel they can grow within the organization, they are more likely to give their all to ensure the service and business run as smoothly as possible. By nurturing a supportive and empowering environment, you create a team that is motivated and committed to excellence.

Adaptability

The ability to adapt to changing circumstances is vital in the hospitality industry. Whether it's a sudden influx of guests or a last-minute menu change, being flexible and maintaining composure ensures smooth operations. Training your team to handle unexpected situations with grace and efficiency is crucial.

Always conduct a briefing before service to keep your team informed. Share details about the number of reservations, any potential impacts on service, the menu, any 86'd items, and any VIP guests expected. When your team is prepared, they can master any situation, as long as they have the right tools.

Knowledge is power. The more information your team has, the better equipped they are to stay calm and conquer whatever challenges come their way. By ensuring your team is well-informed and ready, you empower them to deliver exceptional service, no matter the circumstances.

Guest Feedback

Actively seeking and valuing guest feedback is essential for continuous improvement and building stronger relationships with your clientele. Implement a system for collecting feedback, whether through surveys or direct conversations, and use it to refine your services.

Google reviews are particularly important because they appear when people search for locations. You want your Google reviews to be glowing, but they also need to be genuine. There's nothing wrong with having servers ask for reviews, especially if they've provided excellent service. If a waiter has developed a good relationship with a guest, there's no harm in asking for a review.

However, if your establishment is super fine dining, it might be more appropriate to let the experience speak for itself. But if you have a relaxed atmosphere, encourage your staff to seek those reviews and stay ahead of the competition. With information so accessible, almost everyone reads reviews these days, and you don't want to give people any excuse not to dine at your restaurant. By actively managing and encouraging positive feedback, you can enhance your reputation and attract more guests.

Sustainability Practices

Incorporating sustainable practices into your operations is crucial for both environmental benefits and appealing to the growing number of eco-conscious guests. From reducing waste to sourcing local ingredients, sustainability can be a key differentiator for your business. Highlight these efforts in your marketing to attract like-minded customers.

It's important to think consciously about sustainability, and sometimes it's the simple things that make a big difference. Consider using local ingredients or sourcing from wonky vegetable companies to help combat food waste. Implement bike programs or shared lift schemes for your staff to encourage cycling to work or carpooling.

You could also create a zero-waste specials menu, where the chef uses typically wasted parts of food to craft innovative dishes, ensuring all parts of the produce are utilized. Solar-powered lighting, where possible, can further reduce your environmental footprint.

There are many ways to make a positive impact, and the more you can use your restaurant as a platform for awareness, the better. Even a few simple changes can contribute to a more sustainable operation and resonate with guests who value eco-friendly practices.

Overcoming Challenges

Ensuring allergen safety and inclusivity in your restaurant is paramount. It's crucial that your staff are well-trained and aware of the dangers associated with allergens. Too often, I've witnessed near misses due to inadequate training. Your team should know all 14 allergens by heart and understand the severity of their symptoms.

While some restaurants may refuse to serve guests with allergies to avoid risk, this approach can be exclusionary. With the right precautions in place, there's no need for fear. Make your restaurant inclusive for all by providing a safe space for those who require additional attention to detail.

As a manager or point of contact, it's your responsibility to identify any allergies present in the building. Engage with guests who have allergies, make them feel safe, and personally relay the information to the kitchen. This ensures that everyone can enjoy a safe, pleasurable, and relaxing dining experience.

By fostering an environment of inclusivity and safety, you not only protect your guests but also enhance their overall experience, making your restaurant a welcoming place for everyone.

The hospitality industry is a dynamic and rewarding field that thrives on exceptional guest experiences, continuous learning, and a commitment to inclusivity and sustainability. By focusing on understanding your audience, paying attention to detail, fostering teamwork, and embracing adaptability, you can elevate your operations to new heights. Prioritizing guest feedback and implementing sustainable practices further enhances your reputation and appeal.

Allergen safety and inclusivity are critical components of a successful hospitality operation. By ensuring your staff are well-trained and your guests feel safe, you create a welcoming environment for everyone.

If you're eager to discover more ways to improve your business and fill those seats, don't hesitate to reach out. Email me today at holly@hollyparnell.com for more information. Let's work together to make your hospitality venture a standout success!

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