Best Practices and up to the minute news on Customer Experience Management and Service Excellence
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Best Practices and up to the minute news on Customer Experience Management and Service Excellence
The weather is shifting into that oh-so-magical autumnal atmosphere. Leaves will change, the air will crisp, and guests will flock to dine outside.
Whether it’s from spending hours at a desk, nights on a couch, or a lingering fear of viral infections, diners want to eat “out” in the literal sense. An increasingly indoor lifestyle has led guests to seek al fresco dining. Americans are itching to have their meals outside, slowly catching up with other countries around the world where outdoor dining is a year-round cultural staple.
Since the onset of COVID-19, outdoor dining became a lifeline for restaurants trying to keep their doors open. The trend of streeteries and dining sheds may be cooling down in New York City, but everywhere else around the country, diners relish their time outside.
Outdoor dining is relevant not only to the guest experience but also as an additional revenue stream. Utilizing extra space provides an opportunity for restaurants to capitalize on more tables and higher guest turnover.
Whether you’re maintaining your outdoor dining area or creating one for the very first time, an exceptional outdoor dining experience is all about embracing a culinary lifestyle choice that enhances every meal.
Here’s a comprehensive guide to ensuring that your al fresco setup is as delightful and efficient as possible.
Invest in high-quality, weather-resistant furniture that provides ample support and cushioning. Seating arrangements should accommodate various party sizes and be spaced to offer privacy and ease of movement. Consider using cushions with removable covers for easy cleaning.
Don’t: Avoid seating that is flimsy or poorly suited to outdoor conditions. Wobbly tables and uncomfortable chairs can detract from the overall experience.
Create an inviting atmosphere with on-brand décor. Use string lights, lanterns, or fire pits to add warmth and a touch of elegance. Choose weather-resistant fabrics for tablecloths and napkins that complement your restaurant’s theme. Seasonal décor can add a fresh touch and enhance the outdoor experience.
Don’t: Steer clear of overly elaborate or high-maintenance décor that might require frequent adjustments. Avoid decorations that can be blown away or damaged by weather elements, which could inconvenience guests and staff alike.
The success of outdoor dining hinges on managing temperature. Provide options such as portable heaters for cooler evenings and fans or misting systems for warmer days. Ensure your heating and cooling solutions are both effective and unobtrusive, allowing guests to enjoy their meal in comfort.
Don’t: Never ignore the weather. Failing to prepare for temperature fluctuations can lead to uncomfortable dining. Avoid making guests choose between being too hot or too cold.
An essential aspect of outdoor dining is managing pests (think insects, reptiles, and furry critters attracted to food). Utilize bug-repellent plants, citronella candles, and fine mesh screens if your property allows to keep insects at bay. Ensure that your staff is trained to handle pest control discreetly and efficiently.
Don’t: Don’t rely solely on chemical sprays, as the smell can be off-putting and cross-contamination poses a major health threat. Also, avoid placing tables near garbage bins or heavily wooded areas.
The logistics of delivering food and drinks outdoors require careful planning. Design a clear, unobstructed path for servers to navigate between the kitchen and tables. Use durable trays and carts that are easy to clean and maneuver.
Don’t: Servers shouldn’t have to navigate through crowded or cluttered areas. This can lead to accidents or delays, diminishing the quality of service.
Proper lighting is crucial for creating a pleasant dining atmosphere. Install adjustable lighting that allows for different moods, from a soft, romantic glow to brighter settings for more casual meals. Ensure tables are well-lit so guests can comfortably read menus and enjoy their food.
Don’t: Avoid harsh or overly bright lighting that can be uncomfortable and detract from the relaxed ambiance of outdoor dining. Sometimes nature provides all the light that’s needed.
Be ready for sudden changes in weather. Have retractable awnings or umbrellas on standby to provide shade or protection from rain. Regularly check weather forecasts and communicate with guests about potential weather-related changes in their reservation or seating arrangements.
Don’t: Don’t leave guests exposed to the elements without any solutions. Being unprepared for sudden weather changes can lead to a disappointing meal.
Train your staff to engage warmly and attentively with guests. Outdoor dining often feels more casual, so encourage staff to adopt a friendly yet professional demeanor. Personal interactions can greatly enhance the dining experience, making guests feel valued and appreciated.
Don’t: Avoid overly formal or distant interactions that can clash with the relaxed outdoor setting. Balance professionalism with a touch of casual friendliness.
Make sure that your service methods are adapted for outdoor dining. This includes having appropriate equipment for taking orders and delivering food efficiently. Ensure that servers are well-versed in handling outdoor-specific challenges, such as managing wind and uneven surfaces.
Don’t: Don’t use indoor-only equipment or practices that may not translate well to an outdoor setting. Avoid forcing guests to have to maneuver too much during their visit.
Regularly clean and maintain outdoor dining areas. This includes wiping down tables, checking for debris, and addressing any wear and tear on furniture. Also, determine a security system that protects your outdoor facilities. Incorporate bringing in furniture and decor into closing tasks for employees.
Don’t: Avoid postponing maintenance. How you maintain your environment reflects your restaurant standards.
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