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 →