I thought I’d do a blog on front of house management of a hotel and the formula(s) involved in a successful operation.
1 Customer satisfaction
2 Guest experience
3a Consilidation of business & 3b repeat business.
4 Enhancing Profitability.
For me I’m blessed to have had a genuine love of sport…all sport. I can readily hold a conversation with a complete stranger at the drop of a hat in the hotel when a game is on. It can be an indedidious sport English Prem league Golf Baseball Tennis and of course Rugby. Immediately all barriers disolve between me a GM!! and the now customer/sports buddy; man woman and child ( particularly like that I recognise their club jersey) I have had many a spectacular success through my own bars in my time. Building up relationships with community’s of ppl emersing myself into their enviornment thru my love & knowledge of the games. Heineken Cup victories World Cups Both rugby & soccer. Champions league The ally pally darts world championships. Olympics yes Olympics Grand nationals All Ireland Finals Ryder Cups the list is endless. I think you get my point.
I have a few secrets when I’m out front operating no more than the talented chefs here on TCG however I don’t have the lovely pictures you guys posess to post on Facebook. I have my touch and my memories and my successes tho.
So back to the top.1 Customer satisfaction is paramount. Tv’s are in good view. Volume is adjusted accordingly atmosphere is set. I’m on the floor behind the bar and even tho it’s generic to my guests to sit and watch and listen in fact I’m running the show. I’m mentaly prepared I know the teams competing and I know when to give the odd “come on lads” the tv is not for my pleasure it’s for the customer. I never side with a team or a customer I never let on I know the score after all they want to tell me It’s there team after all and I never show emotion to any particular side I’m balanced but deep down inside I’m bursting with my own emotions.
2 Guest experience Firstly I never run full hotel/bar menus it’s a big game after all who wants their head stuck in a plate just at the time their team gets that all important score.. It’s a finger food it’s tasty it’s served right to their seat it’s served stratigitaly and at the right times It’s served before during and after. Keep it going. It’s fast and fouruius like the game itself. If I could bring these guys the bathroom during the game I would. 3a It’s not just a once off I’m sure most of you by now are saying it’s a big game it’s perhaps a final customers will be out anyway. Yes of course they are but I’m building relationships accross the board of sport teams and customers from a long way out. I’m not putting all my eggs in one basket I’m spreading the net wide and far. My key is I’m always going to be there I’m there from the start of the campaign and right to the end. I know what to say when your team looses I know how to celebrate when they win. After its your journey your day your team. 3b I guess and I’m sure you can understand the business will repeat; naturaly it will repeat for the games but the knock on effect is I see my customers come back for Sunday lunch with their families I see them come back for their celebrations I see them come back for their office parties then its full menu full service full comolienent of staff in rooms in restaurant in bars and I see them come back for their pint just to say hello and and recall the game again. And I enjoy that and I always listen like I had never heard or saw the game before after all its their club their team their time.
4 Yes it’s profitable of course it is but I firmly believe I profit most as does the customer You can’t put a price on a special moment in a game you can’t put a price on emotion you can’t put a price on the roar of a victory or the composite consoling hug of the un-victorious. It’s a marriage sport has its peaks and it’s lows but spprt unifies I’m just their because I love it I’m just there because it’s more than my job it’s my life. For the love of sport. Diarmuid