I recently came across a brilliant quote from the Dalai Lama which pretty much sums up the way I feel about life, my job and our attitude to service.
Dalai Lama: “It’s unrealistic to think that the future of humanity can be achieved only on the basis of prayer, what we need is to take action.”
Way back, Shakespeare said almost exactly the same thing “Action is eloquence.”
In our industry (as in most others too) there is of course much interest in the end outcome (great product, great service, happy guests, repeat business and ultimately more profits) but if we really want THIS outcome we must first focus on the process and the VERY DETAILS of the process that will lead to the desired outcome.
It is THIS process and the key components of this process that matter. This is about translating your vision and values into visible and simple actions and standards that lead to 10/10 guests satisfaction, generate repeat business and recommendations by word of mouth.
Let me give an example: within The Art of Service training board game there is standard called the 5 smiles. This standard ensures both a collective and individual culture of hospitality, courtesy, respect and attention to details within the team and the business.
To put it simply and plainly, every guests must be greeted and welcome warmly with a smile/eye contact/nod of the head/Good evening Madam/Sir by at least 5 front of house staff before they even reach their table and sit down. The Guest is KING!
And so what is important is to be always professional, have high(er) standards, be proud of what we do, always strive for the best while enjoying the job and the people (and having fun).
Awards and stars are never a goal in themselves they are only a consequence of our hard work, passion and dedication.
Make Excellence a Habit!