I am a food and beverage manager at a hotel with two bars. Can you tell me some ways that we can increase our revenues? We are obviously a little bit slower lately, but is there anything that we can do to help?
The selling area of a bartender’s service is always overlooked. These selling standards are extremely important to generating higher revenues. Bartenders can come across as uncaring and unfriendly if they just approach and ask guests, “What can I get for you?” They also will not sell much more than the minimum guest order. Most hotel bars are not like bars or nightclubs that stand alone. People usually expect more from a hotel bar. The service of a bartender should be similar to that provided by servers to a table of guests that are eating. There are many selling standards that should be in place for each time a guest arrives at the bar. This includes practices such as offering your drink menu to guests whether they know what they want or not, providing a food menu, suggesting any specialty drinks, offering more beverages, and offering bar snacks. Each of these practices has its own effect and benefit on your bartender’s guest service as well as revenues. Here is a breakdown.
We are very fortunate to be able to stay at some of the top hotels, including some amazing five-diamond properties. While your hotel may not have the staffing budget of a five-diamond hotel, there are still plenty of service tips that everyone can learn from the five diamonds.
Here are some tips for providing five diamond service that does not cost much:
Teach all of your associates the phrase ‘my pleasure’: When a guest says ‘thank you’, associates at top properties always respond with ‘it is my pleasure’. Other properties respond with ‘you’re welcome’ or ‘no problem’.
Every associate must be guest-focused instead of task-focused: At a three-diamond hotel, a housekeeper held up the elevator that I was in to wait for her friend so they could go to lunch together. The next day at a five-diamond, an engineer who happened to be walking near an elevator saw me walking down the hallway and automatically pressed the elevator button. The engineer was aware of my need as a guest. The housekeeper was only aware of her own need for a lunch break.
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.