Let’s face it, hotel breakfast buffets are often the best part of staying at a hotel for many guests. In fact, lots of research has suggested that the service during breakfast is often the key to a successful overall hotel satisfaction survey score. Today, we are going to focus on improving buffet service by re-training your Omelet Chef.
Decades ago, someone came up with the idea to add a Chef to the buffet so guests could get eggs and omelets prepared to their liking. Eggs and omelet creations are typically low-cost, very filling, and loved by guests. Unfortunately, over time, the Omelet Chefs began being replaced by employees who spoke very little English and did little more than just stand there and wait for you to point at the ingredients you would like in your omelet. For some reason, we all started hiring people who rarely smiled, said very little, and always seemed very bothered to have to make an omelet for a guest. Nothing makes that 3-minute wait for your omelet more uncomfortable than knowing the person cooking the omelet does not want to be there. Also, good luck if you need someone other than an omelet. I can’t tell you how many my request to have a buffet item refilled was just met with a shrug.
Omelet Chefs are in a key position when it comes to guest interaction and they should be held accountable to the same service standards as a Guest Service Agent. At a minimum, a good Omelet Chef does the following: Continue reading →
There are many times when I am eating breakfast in a hotel when I wonder why hotels even offer buffets for breakfast in their restaurants. I can see the answers from the executives now; “It is a faster breakfast for our busy guests!” Or, “The costs will be lower due to the high volume and less staffing!” Or, “Our guests prefer to have a buffet!” What I usually see when hotels offer buffets though, is terrible service. I am sure the guests do not prefer bad service! It is not that buffets and bad service go hand in hand, but it really gives servers a reason to become lazy. The fact is that almost everyone will tip, whether or not they received good service when they eat at a breakfast buffet. The line between the self-service aspect of a buffet and the service side from the server often becomes blurred and a guest will just tip the customary ten to fifteen percent of the check no matter what type of service they receive, just to be courteous.
Nowadays, there are not many service-oriented managers that do not know that the last impression a hotel makes on a guest, usually at breakfast, can heavily affect guest service scores. Most people also probably know that customers would prefer no service to bad service (thus the invention of ATM machines). Why then, would a hotel allow this type of service to go out to their guests in hopes of saving some money? If you have a subpar breakfast buffet service, make sure that you have the following items in place to change that service for the better.
Standards – Ensure that your staff is familiar with the standards of your hotel brand and follows them. If you do not have a brand, make some standards and follow them.
Host – Have a host. This may seem like a useless cost, but having a host seat guests will make the restaurant seem more like a restaurant and not like a cafeteria.