A while ago we started with this style of blogging. Finding a review on tripadvisor and offering solutions on how to tackle them. 

Here is one from some unfortunate visitors to a coffee shop/restaurant.

There was no respons by the restaurant. You must know that this place has over one hundred 1 star reviews. 

Why are these people not taking their business serious? Running a hospitality business is making sure that you check all boxes. It's not only what happens within the 4 walls of your establishment but also online. Even having an influence on word of mouth can work miracles.

TIP: always respond to bad reviews, do not hide and choose your words carefully so you don't blame or offend your customers.

so decided to have two coffees in this place.
Customers are attracted by something from the outside. A sign, a nice picture, maybe even a food sample they tasted. Whenever they enter the establishment the inside should always reflect the outside. Even better, it should surpass the expectations.

were told very rudely
The use of language is the most undervalued tool in the hospitality industry. The business is hard from time to time: rude customers, a lot guests at the same time, breakdowns of machinery, anything that might give extra stress.

However, it is our duty to always stay polite:

- don't always think your customers knows how your business is operated. Maybe they come in the very first time and don't know about the no-smoking policy...

- if you need customers to do something, like queue, then explain in a friendly manner why. You could say something like: "in order to serve everyone as quickly as possible and have them enjoy our coffees, may we ask you to queue over here?... thank you so much"

- try to avoid blaming the customer in any way

- use positive words like "very good, delicious, fabulous, etc..."

- humour always works

cost us £6
​Your price should always reflect value! When a product is served to the guest they should never feel that they didn't get enough value. This could be an extra cookie, a napkin or maybe some hot milk served in a jug instead of cold milk in a plastic cup.

cobwebs & toilets were a disgrace
An eye for detail is imperative for every restaurant owner. You should have a fixed daily routine to avoid this.

we saw many deciding to leave
Never underestimate the power of a group. Even when customers don't know each other, they will quickly follow what other people are doing. The best solution is to act immediately and get hold of the situation.

You can find more tips in our restaurant training course

A medical emergency is not something that happens a lot in the hospitality industry, luckily. However, you would be surprised how much it happens overall.


When guests visit a hotel or restaurant a number of factors come into play. Choking is one of them. Guests are maybe eating foods they are not used to eating everyday and might be surprised as to the size or the texture.


We find that first aid training should be a mandatory skill before anyone can open, or even work in a  hospitality driven environment.


Let us give you a few tips on handling a medical emergency:

• Train yourself or your staff to handle any emergency. There are great books or online courses you can take. Best of course is to have a real life training. 

 

• Your first concern is the patient but not to upset or draw to much attention to the situation ask medical services to arrive without sirenes on!

 

• When you call the emergency services, the most important to state is exactly where you are. Address, room number, the floor you are on or even explain the entrance if it would be not clear.

 

• If you need additional medical information, see if you can find the victims smartphone. You don’t need to know the access code of the phone. On the home screen you can see ‘medical ID’ and see details about the patient (see picture).

How do the most relationships start? With a greeting. There are multiple ways of greeting someone. Could be a handshake, a kiss, a handkiss, nodding of the head, a bow, a hug, taking of your hat, waving, winking en saluting.

Did you know there are tribes who greet each other by touching the genitalia? Hmmm... 

Let's focus on handshaking for now.  In the modern world it is one of the most common ways to greet. Wether it be at a first meeting or between old friends.

Original it came from the knights showing good fate and 'saying': I bare no arms. So you could say it was a sign of trust or reconciliation.

How do we shake hands in a good way, some tips:

• Offer a straight hand, do not offer it in a flat way or tilted. Also offer your hand coming from below the waist, not down from the chest.
• Move your head and body slightly forward. Try the opposite, it looks very weird...
• Make eye contact and smile sincerely at the same time
• When in England and people ask 'how do you do?' you should answer with the same question.
• The handshake may be firm but pay attention to ladies or people wearing jewellery. 
• Don't shake too long as it is sometimes perceived as awkward.
• Last but not least, never turn your hand upwards while shaking. It is a dominating gesture.