m: 07917 150226
The hospitality industry, by nature,deals daily with human behaviour and the key ingredient for the success of the pub industry is people, both internal and external customers. The rising cost of has led guests to re-evaluate their spending priorities meaning they go out less, so when they do go out, they look for an excellent overall experience.
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Your Front of House team are the face of your entire business
​Many companies invest in excellent in-house training, giving teams the skills to serve efficiently and politely, along with cross training allowing them to work in the kitchen and cellar. These skills, although essential, predominantly benefit the business, not the guest. If you want your guests to be your advocates, you must rethink your method of Customer Experience training. Putting the guest experience at the heart of training decisions will lead to guests enjoying an excellent Customer Experience​.
Online training & company training manual methods are no longer good enough
Training your Customer Experience champions how to use their empathy and emotional intelligence when caring for guests, will arm them with the tools needed to ensure your guests leave feeling valued, listened to and cared about, all emotions that will drive advocacy and increase regular footfall. This training can only be delivered successfully in person.
​Many Front of House are Gen Z, who have spent a large period of their adult lives in lockdown.
This has led to the team members neither having the training nor the confidence to interact with customers to the level that is needed to deal with issues and ensure the customer experience meets the rising expected standards. Undoubtedly, Gen Z are comfortable with online learning and it is an excellent tool for many subjects, but teaching people how to interact with people through a screen or book does not work or put simply, to teach people how to be comfortable with human interaction, you need human interaction.