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
I recently had the pleasure of enjoying a near-perfect brunch. It got me thinking about what restaurants need to improve on this classic multi-course meal so that it feels more like a utopian escape and less like an excuse to get drunk before noon.
My heavenly brunch experience took place at MILA, a stunning Mediterranean-Asian fusion restaurant in Miami that sets the bar high for what brunch (and every other meal) can be. From the moment I stepped in, the atmosphere was electric, filled with the sounds of a live DJ and a talented guitarist whose chill melodies seamlessly blended with the sexy culinary visions spread throughout the dining room and rooftop oasis.
After being seated in the *perfect* spot amid their tropical garden, I explored MILA’s buffet and was greeted by an impressive array of top-tier hamachi, on-demand carved prosciutto, and a vibrant selection of salads and pasta. The savory dishes were complemented by crème brûlée crêpes and decadent chocolate orange bonbons (among other dreamy desserts).
MILA also offers smartly designed beverage packages to pair with its high-quality, exotic fare. Guests can choose from a range of cocktails and non-alcoholic options. The combination of exquisite food, live entertainment, and elegant ambiance inspired me to share my insights on how restaurants can make brunch even better.
Here are my top ten tips for creating a stellar brunch service that delights guests and ensures a smooth operational flow.
The layout of your brunch area is crucial. Ensure that the dining space allows for easy movement, with clear pathways between tables and buffet stations. A well-thought-out design can minimize bottlenecks, making the experience enjoyable for both guests and staff.
Divide your culinary offerings into distinct sections. Consider creating a station for made-to-order dishes, a carving station for meats, and separate areas for pastries, salads, and desserts. This organization helps guests navigate the options without feeling overwhelmed.
Place clear signage at each station, highlighting ingredients. Visual cues inform guests and guide them in their choices, keeping the flow moving smoothly. One standout from MILA was a large piece of honeycomb slowly dripping over an array of cheeses. I immediately knew I had to try this fresh honey-drenched manchego!
Create a communal feel by offering shared platters or large bowls of food guests can order for the table. This encourages mingling and allows for more efficient service, as fewer dishes need to be plated individually. Sometimes, guests are piled in close to others, like at shared booths – use this opportunity to get creative with seating and decor to define spaces.
A reservation system is a must, especially when it comes to managing seatings with times windows like a brunch buffet. This helps you anticipate busy times and allows for staggered seating, reducing crowding at peak hours. Online booking systems are convenient and help restaurants stay organized.
Beverage service can make or break a brunch. Offer a variety of drink options, including both alcoholic and non-alcoholic packages, and ensure quick and efficient service. Don’t let those champagne glasses stay empty! Make guests feel like VIPs by encouraging servers to stay on top of pours.
Prioritize quality ingredients and freshly prepared dishes. Although this may seem counterintuitive, especially when discussing a buffet concept, sometimes less is more. Guests appreciate the effort that goes into a well-crafted, visually appealing dish, so shift focus from quantity to quality. This can really set a brunch apart from the crowd.
Like MILA, consider adding live entertainment to your brunch service. Whether it’s a DJ, a solo musician, or a small band, live music can elevate the dining experience. Just ensure the volume is not overwhelming for the environment (guests should still be able to hold a conversation), and ensure that the music compliments the mood you’re trying to set.
Self-serve buffets mean there are fewer encounters with servers, placing more significance on the times they interact with guests. Encourage staff to interact with guests, provide recommendations, and share the story behind the dishes they love. Personal connections make guests feel seen and valued.
After the brunch service, take the time to gather feedback from guests. Use surveys or informal conversations to understand what they love and where there’s room for improvement. This shows guests that their opinions matter and helps you refine your brunch offerings.
Brunch is not just a meal; it’s an experience that can draw in new guests and excite returning ones.
As MILA has accomplished with this gal, a thoughtfully curated brunch service can leave a lasting impression. So use these ten tips – or think of creative ways to innovate on your own – to elevate brunch to a new level. With the right planning and passion, your brunch buffet can become the talk of the town, attracting both new and loyal guests alike.
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