The hospitality sector is one of the most competitive industries in the world. Some businesses have greater financial backing, greater resources and more effective marketing – however, this sets the stage for an arena of new and exciting trends for the customer. How much money you make is irrelevant if you aren’t comparing it to the size, locality and purpose of your business. You transpose your turnover against the environmental factors and resources that make up your busine

Take a moment to imagine you’ve been given the task of being a mystery shopper for one night. Your job is to go in and assess multiple aspects of a venue: its employees, its food and beverage, the decor, the atmosphere – the works. What is it you think that makes up a memorable experience? There’s a number of things that fit into the psychology of a customer and certain factors that make up their perception of you. Let’s create a short list of things that may become apparent

HURDLE NUMBER TWO:  CUSTOMER LOYALTY Last week was the first entry of a six part blog where we began to discuss six hurdles hospitality managers commonly face. This week we will be delving  into hurdle number two, customer loyalty. Not only is hiring the right staff important, but those who you choose to employ play an integral part in customer loyalty. I’m sure all of us have had at least one memorable experience where a waiter/waitress has given us outstanding service and/o