Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Menu
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
It’s that time again: Pumpkins before Labor Day, candy canes next to school supplies. The busy fall season is upon us. Guests are already seeking solace in destinations that promise a respite from the chaos, and this year, Italy earns a spot at the top of that list.
According to recent research from SquareMouth Travel Insurance, Italy is the top destination for travelers right now, surpassing traditional favorites like the United States and Mexico.
Thousands of travelers’ spending data confirm that over 12% of American travelers are flocking to Italy this fall, a notable increase from the previous 8% in the fall of 2023. The trend indicates a yearning for the Italian way of life — a craving for relaxation, joy, and genuine human connection.
The Italian approach to hospitality offers a valuable blueprint for those in the restaurant, hotel, and service industries. As Forbes notes, most travelers who visit Italy return with a renewed perspective on life, often adopting aspects of Italian culture or rethinking their approach to living.
Here’s how American businesses can adopt Italian service principles to offer guests and employees alike a reprieve from the upcoming holiday season frenzy:
In Italy, the art of greeting is paramount.
When guests enter an establishment, they are enveloped in warmth that instantly makes them feel at home. This warmth can be as simple as a personal greeting, a handshake, or a detailed discussion that allows the host and servers to get to know their guests.
For American businesses, this means training staff to offer a heartfelt welcome. Smiles should be genuine, and greetings should be personalized. A warm hello and asking how someone’s day is going can set the tone for a memorable experience.
The key here is sincerity: energy must be upbeat without being saccharine. A hearty welcome — even accompanied by a lighthearted joke — can ease stress and create a positive first impression throughout the guest’s visit.
Italian hospitality thrives on personal connection.
In Italian eateries, it’s common for staff to engage in meaningful conversations with patrons, showing genuine interest in their lives and preferences. Fostering these connections can enhance customer satisfaction.
Train your team to listen actively and remember regular guests’ names and preferences. Interactions should reveal at least a few details about the guest and why they stopped in.
Personal touches transform a routine visit into a standout experience.
One of the hallmarks of Italian dining is the leisurely pace.
Meals are savored, not rushed. The Italian service industry creates an atmosphere where guests can relax and enjoy themselves without the pressure of a ticking clock. This business style complements the general attitude of living in the moment, which is not only an Italian trait but an attitude adopted in many European countries.
Encourage staff to pace the service, allowing ample time for guests to enjoy each course. Create a dining environment where people can linger, converse, and relish their time, turning a meal into a cherished experience rather than a fleeting moment.
Italy is renowned for its regional cuisine, each dish reflecting the local culture and traditions.
Restaurants should incorporate local ingredients and regional specialties into their menus. Highlight seasonal produce and craft dishes that tell the story of your neighborhood or region. You can highlight family recipes or menu items from your background and life experience.
Serving locally sourced ingredients supports local suppliers while offering guests an authentic dining experience. Working with local businesses isn’t limited to dining establishments, either.
No matter your services, source local products and network with neighbors to give your business a personal, unique touch.
The ambiance of an Italian establishment often reflects the warmth and comfort of the service (and food).
Invest in creating spaces that are both aesthetically pleasing and cozy. Use soft lighting, comfortable seating, and tasteful decor to create an inviting atmosphere. The more detailed, the better. If your business is family-owned and operated, incorporate family pictures or place plenty of on-brand trinkets around that can catch guests’ eyes. These are perfect conversation starters.
You can also incorporate elements that evoke a sense of Italian charm, such as rustic wooden tables, vibrant ceramics, or lush greenery. An inviting space encourages guests to relax and unwind.
In Italy, the focus on quality rather than quantity applies to food as well as all products and services.
Emphasize providing high-quality experiences rather than overwhelming guests with options. Whether it’s a carefully curated menu, a thoughtfully designed hotel room, or a personalized beauty treatment, focusing on quality ensures that guests leave with a lasting impression of excellence.
Raising your business’s quality level also gives employees a sense of pride in the product they’re representing. By taking care of your products and your environment, you can expect enthusiastic recommendations.
Italian culture places a strong emphasis on community and togetherness.
Italian towns are known for their vibrant social scenes, where local gatherings and celebrations are part of daily life. Create opportunities for your guests to connect with others through special events, community-focused activities, or interactive experiences.
Whether it’s a wine-tasting event, a themed dinner, or a local artisan showcase, fostering a sense of community can make guests feel more engaged, connected, and likely to return.
Incorporating these Italian hospitality principles can transform the ordinary into the extraordinary. As the holiday season approaches, offering a slice of La Dolce Vita can provide guests with the perfect escape from the rush of everyday life. Inspire a deeper appreciation for the simple pleasures in life. You’ll feel the benefits not only with your guests but also with your staff and your mission.
Copyright © 2024 The Gem - All Rights Reserved.