Providing Service - An Explanation

I have always worked in hospitality, 25 years now, since I was 16 years old. There are a lot of people who are much better than I am at it, very very experienced people that I respect and admire, and one of the main things I do respect about these people and the places they operate is the attention to detail in the service they provide to their guests.

For that is what hospitality is to me, providing a service to people who come to your establishment to spend their money and time on your food and drinks, and to enjoy the decor, atmosphere and location.

It is only right that these customers are treated with respect and that every possible detail about their experience is perfect. It breaks my heart when I go to a place that has put so much effort into their decor, coffee, food and location, only to be let down but not having a standard of clearing a table as soon as the customer has finished. It’s also one thing to have that standard, but it’s another to recruit and retain staff who believe and understand in that standard, not in standing around behind the bar chatting.

Providing exceptional service is what will make a business stand out amongst others, because most of all the other factors are physical and cannot that easily be changed or altered or adjusted. It is where any busines scan lift its game above others and continue to grow and improve. Providing service (clearing tables, saying hello goodbye/name recognition/giving water with espresso/being fast and efficient/being friendly/being accomodating) is the first thing that we should all look for in an establishment and that an establishment should be recognised for, because it is the basis of any great hospitality venue.

Peter Dore-Smith
Director
Kaffeine Ltd
66 Great Titchfield st.
15 Eastcastle st.