Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Room bookings are every hotel’s primary source of income and therefore get the most attention from hoteliers – rightfully so. But neglecting your existing dining options can be a detriment to your business.
Restaurants have high operating costs, so making the money you pour into it count is essential. The worst thing you could do is leave your in-house restaurant or bar as a complete afterthought. Don’t look at restaurants as just another amenity, make them a significant portion of your profit.
For one, they attract more than just travelers. Locals are drawn to hotel bars and restaurants as long as they’re good and consistent. SevenRooms, a hospitality software company, says that 17 percent of locals expect hotel restaurants to have a higher level of service than standalone restaurants in the area. Meeting those expectations is great for business as you don’t have to wait for travelers, consistent business can come from nearby residents.
Putting in all that effort pays off. According to The Business Journals, a prominent media company, hotels with well-run restaurants can expect dining to bring in about 20 percent of their overall profit.
But how do you make that happen? Here are a few steps you can take to attract more customers to your in-house restaurant or bar.
The satisfaction of guests who are booking rooms is of course most hoteliers’ main priority. But sharing your focus on guest satisfaction in your dining areas is important. Providing exceptional service is indispensable for luring in and creating loyalty amongst your guests. Train your restaurant staff to provide attentive, personalized service. Show them how to anticipate guest needs and be knowledgeable about the menu. To make yourself stand out, create menus that uplift local staples and seasonal ingredients. Also offering a diverse range of options, including dietary accommodations, caters to a broader audience.
While you should still advertise your dining options on your website, social media, and any other marketing platforms you use, you should create separate spaces for your restaurant/bar. Having stand-alone social media accounts and websites can be an easier way to draw in locals who may not be interested in booking a room. It allows you to establish a distinct brand identity for your restaurant or bar and market to a different niche. Local residents and food lovers are more likely to discover and follow specific restaurant or bar accounts, helping to attract nearby customers and build a loyal local customer base.
Host events like wine tastings, mixology classes, or live music nights to attract both guests and locals. Trivia nights can also be quite popular and the overhead cost is low if it exists at all. First, identify your peak and slow seasons. This can help you strategize on what kind of events you should host and when to host them. You should offer a variety of events to cater to different interests, ensuring there’s something for everyone. To add some flare and FOMO, create event-specific menus or drink specials.
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