Operations

AI-generated image depicting a hotel owner or executive in the lobby of their property
by David Klemt David Klemt No Comments

Maximizing a Hotel’s Off-Season

Maximizing a Hotel’s Off-Season

by Doug Radkey

AI-generated image depicting a hotel owner or executive in the lobby of their property

Note: AI-generated image.

Nearly every hotel experiences an off-season during the calendar year, a period of time when they can see occupancy rates drop by as much as 30 percent.

But when did it become normalized to sit back and view this significant dip as acceptable?

With the right strategies, these periods can become opportunities for growth. Or in the very least, reduce the occupancy drop to five or ten percent.

What would that difference do to your annual outcome?

Forecast Your Off-Season

Hotel operators, independent and chain, should be mindful of the off-season, forecast demand effectively, and leverage local opportunities. This change in approach can help hotels develop comprehensive strategies to maximize revenue and occupancy during traditionally slow periods.

Being mindful of this period allows you to develop strategies proactively to mitigate its impact. This approach involves recognizing the specific months or times of year when demand traditionally drops, which can vary significantly depending on your location and target market.

For instance, a beach resort may experience a lull during the colder months, whereas an otherwise busy hotel located in the heart of a large city might see fewer guests during the summer when business travel decreases. Identifying these patterns helps operators better prepare and implement measures to attract guests and maintain profitability during these quieter times.

Effective forecasting involves analyzing historical data to identify trends and patterns in occupancy rates, daily rate, and revenue metrics. Tools such as Atomize, a dynamic revenue management system (RMS), and Mews, a property management system (PMS), can provide valuable insights by processing large amounts of data and highlighting seasonal fluctuations.

Predicting slow seasons accurately gives operators the ability to adjust their marketing strategies, pricing models, and operational plans. Doing so optimizes performance, and minimizes the negative impact of a reduction in demand.

Diversify Your Target Market

One of the most effective strategies for maximizing hotel revenue during the off-season is diversifying your target market. Broadening the scope of a hotel’s potential guests attracts new segments that may not have been the primary focus during peak periods.

This can include targeting niche markets such as wellness travelers, eco-tourists, digital nomads, and local residents looking for staycations. Each of these segments has unique needs and preferences an operator can cater to with specific packages or experiences.

To reach these off-season niche markets effectively, hotels need to create customized marketing campaigns that speak to their interests and needs directly. Personalized, targeted marketing can enhance the appeal of your hotel to these segments significantly.

For example, digital nomads, who seek remote working environments, can be attracted with packages that include high-speed internet, comfortable workspaces, and discounted long-term stays. Marketing campaigns for this segment could highlight the hotel’s co-working spaces, business amenities, and serene surroundings conducive to productivity.

When targeting local residents looking for staycations, campaigns could emphasize the convenience and luxury of a local getaway, offering special weekend packages, family deals, or romantic escapes.

This strategic approach may not only fill rooms but also build brand equity among niche segments, ensuring a steady flow of revenue throughout the year.

Embrace Group Bookings

Group bookings can be an effective strategy for filling rooms quickly, and generating revenue during the off-season.

Targeting groups helps hotels secure multiple reservations at once, thereby stabilizing occupancy rates, and mitigating the impact of seasonal downturns.

Further, group bookings encompass a wide range of categories, including corporate events, conferences, weddings, family reunions, and social gatherings. Each of these groups has specific needs and expectations. Operators can meet these needs through tailored packages that include group discounts, meal plans, and activity options.

Going further, operators can appeal to these groups by partnering with local tour operators and community organizations to promote personalized packages.

Dynamic Pricing Strategies

Dynamic pricing involves adjusting room rates in real-time based on demand, competition, and other market factors.

Leveraging revenue management software and data analytics helps hotels optimize pricing to attract more bookings while maintaining profitability. This flexible approach ensures that room rates are always competitive and aligned with current market conditions, filling rooms that might otherwise remain vacant. These pricing strategies can be extended into bundles and experiences to showcase additional value.

Combining accommodation with additional services and amenities offers more value to guests, making their stay more appealing. These bundles not only enhance the guest experience but also encourage longer stays, and increased spending on-site.

Further, curated experiences can range from culinary workshops and wellness retreats to cultural tours and outdoor adventures. Understanding the preferences of the targeted or niche off-season market should lead to the creation of unique and memorable experiences that go beyond standard accommodation offerings.

For example, a hotel might collaborate with a local chef to offer cooking classes, or with artists to provide guided art workshops. Curating guest experiences not only differentiates the hotel from competitors but also provides added value that can justify higher room rates during the off-season.

Lastly, a dynamic pricing strategy could be used to encourage short-term and long-term stays beyond the typical three- to seven-night range.

For short-term stays, offering discounted rates for extended weekends or mid-week stays can appeal to both leisure and business travelers looking for a quick escape. With long-term stays, hotels can provide special rates and amenities for guests staying multiple weeks or even months. Doing so can attract digital nomads, business travelers on extended assignments, or families relocating to the area.

Strategic Adjustments

Outside of trying to build business, the off-season provides an ideal opportunity for hotels to review and adjust their operations. This ensures they are running efficiently and effectively, and preparing themselves for the next peak season.

During these quieter periods, hotels should conduct comprehensive reviews of operational efficiencies to identify areas where processes can be streamlined.

This may involve analyzing housekeeping routines, front desk procedures, and food and beverage operations to find ways to reduce waste and improve service delivery. Focusing on these improvements enhances overall efficiency, which not only saves costs but also improves the guest experience.

Reviewing and updating standard operating procedures (SOPs) is another crucial task that can be undertaken during the slow season. Hotels can take this time to involve staff in the review process, gathering feedback on current procedures and identifying any gaps or inefficiencies. Updated SOPs can then be communicated and implemented through targeted training sessions, ensuring that all team members are aligned, and equipped to provide the highest standard of service.

The off-season is an excellent time to schedule one-on-one meetings with team members, and comprehensive training sessions that include refreshers on existing protocols, along with introductions to new technologies or service standards. Investing in staff development not only improves service quality but also boosts employee satisfaction and retention.

Technology plays a pivotal role in modern hospitality management, and the slow season is the perfect time to review and upgrade technological systems. Whether it’s enhancing the property management system (PMS), implementing a new guest (customer) relationship management (CRM) tool, or upgrading the hotel’s Wi-Fi infrastructure, these technological improvements can enhance operational efficiency and guest satisfaction significantly.

Additionally, hotels can explore new technologies such as AI-driven analytics and automated check-in systems to stay ahead of industry trends and improve the guest experience.

Review Playbooks

The off-season is a strategic time to review and adjust various playbooks that guide a hotel’s operations and strategy.

Reviewing the Brand Strategy Playbook ensures that the hotel’s identity, values, and positioning remain strong and relevant. Operators can update Marketing Playbooks to reflect new trends and campaigns tailored to attract guests during the next 12 months. Business Playbooks should be assessed to ensure all operational plans align with the current market environment and organizational goals. Financial Playbooks are critical for maintaining financial health, and reviewing them helps identify cost-saving opportunities and areas for investment.

Regularly updating these playbooks maintains strategic clarity and agility, ensuring a hotel remains ready to capitalize on opportunities as they arise.

Utilize the off-season to build occupancy, leverage revenue opportunities, adjust operations, update SOPs, enhance training programs, and upgrade technology. Doing so helps a hotel to optimize its performance.

This proactive approach ensures that when the busy season returns, the hotel is not only coming out of the off-season with better cash flow, but operating smoothly and efficiently, providing an exceptional guest experience.

Image: DALL-E

KRG Hospitality. Boutique Hotels. Resorts. Properties. Consultant. Feasibility Study. Business Plan

A chef holding a meeting with the kitchen team inside a restaurant
by David Klemt David Klemt No Comments

Building a Cohesive Culinary Team

Connected in the Kitchen: Building a Cohesive Culinary Team

by Nathen Dubé

A chef holding a meeting with the kitchen team inside a restaurant

Microsoft Designer seems to think all chefs have beards.

The connections we build within our teams, with our purveyors, and, ultimately, with our guests, shape every aspect of the dining experience.

In the culinary world, teamwork is not just a concept; it’s the foundation of success. Over my 25 years in the hospitality industry, I’ve seen firsthand how crucial these relationships are.

Join me as I delve into the crucial role of teamwork in the kitchen, and how it influences every aspect of the culinary journey.

The Importance of Teamwork in the Kitchen

A cohesive team is essential in a kitchen. When everyone works together seamlessly, efficiency improves, and food quality reaches new heights.

The synergy within the team impacts the dining experience directly, creating a sense of unity that customers can sense in every bite.

A busy kitchen’s energy can be chaotic, but a strong team turns that chaos into a symphony of coordinated efforts. When each member understands their role and executes it well, the result is a smooth, efficient operation that consistently delivers high-quality dishes to diners.

Take, for example, the dynamics of a typical dinner rush. The kitchen is busy with activity, with chefs, line cooks, and servers all working together to meet the demands of a packed dining room. Each movement is choreographed to ensure that dishes are prepared to perfection, and delivered quickly.

This level of efficiency is only possible when there is a deep sense of teamwork and mutual understanding among all members of the kitchen brigade.

Strategies for Fostering Collaboration

Effective Communication

Communication is the backbone of a well-functioning kitchen. Clear and open channels of communication ensure that everyone is on the same page, preventing misunderstandings and mistakes. Regular briefings and feedback sessions create a transparent environment where issues can be addressed proactively.

However, effective communication goes beyond daily briefings. It involves creating a culture where team members feel comfortable voicing their concerns and suggestions. This openness fosters a collaborative atmosphere in which everyone contributes to the kitchen’s success.

For instance, a simple pre-service briefing can highlight the evening’s menu, identify potential challenges, and assign specific tasks, ensuring that everyone knows what to expect. Such briefings not only prevent problems but also allow for real-time feedback, enabling continuous improvement.

Additionally, adopting digital communication tools like kitchen display systems can further streamline operations by providing instant updates on orders and modifications, reducing the risk of errors and enhancing overall efficiency.

Role Clarity and Responsibilities

In a busy kitchen, knowing exactly what’s expected of you is crucial. Role clarity reduces confusion and fosters accountability, ensuring that everyone can focus on their specific tasks without overlap or conflict.

Each role must be defined clearly to maintain order during peak times. When each team member understands their responsibilities this streamlines operations, and minimizes the potential for errors.

Clear roles also enhance individual accountability, as everyone knows what their responsibilities.

Consider the different stations in a kitchen: the sauté chef, the pastry chef, the garde manger, and so on. Each role is distinct, with specific duties and responsibilities. When everyone understands their role and how it fits into the larger picture, the kitchen runs like a well-oiled machine.

This clarity is particularly important during high-pressure situations, where any ambiguity can lead to mistakes and delays.

Team Building Activities

Team-building activities tailored for kitchen staff can enhance camaraderie and teamwork significantly. These activities foster a sense of unity and create bonds that translate into better collaboration during service.

Simple activities like group cooking challenges or team outings can break the routine, and build stronger relationships. When team members understand and trust each other, they work together more effectively, creating a more harmonious and efficient kitchen environment.

One effective team-building exercise involves rotating roles for a day. This allows team members to experience different aspects of the kitchen operation, fostering empathy and understanding. Another idea is organizing off-site events, such as cooking competitions or farm visits, which can strengthen the team’s bond outside the hectic environment of the kitchen.

Additionally, hosting regular team-building workshops focused on communication skills, conflict resolution, and stress management can equip team members with the tools they need to work together more effectively under pressure.

Continuous Learning and Development

Ongoing training and skill development are vital for maintaining a culture of learning and innovation in the kitchen. Encouraging continuous learning not only enhances individual skills but also strengthens the team as a whole.

Workshops, training sessions, and even informal knowledge-sharing sessions can keep the team updated on the latest culinary techniques and trends. This culture of continuous development ensures that the team remains adaptable and innovative, ready to tackle new challenges and improve their craft.

For example, inviting guest chefs to conduct classes or arranging for team members to attend culinary festivals and exhibitions can provide valuable exposure to new ideas and techniques. These experiences not only enhance the team’s skills but also inspire creativity and innovation in the kitchen.

Consider fostering a culture of mentorship, in which experienced chefs take on the role of guiding and nurturing newer team members. Doing so can create a supportive learning environment that benefits everyone involved.

Creating a Positive Work Environment

A respectful and supportive work culture is essential for a productive kitchen. Recognizing and celebrating team achievements boosts morale and motivates everyone to perform at their best.

Creating a positive work environment involves acknowledging the efforts of each team member and celebrating successes, no matter how small. This recognition fosters a sense of pride and belonging, leading to increased job satisfaction and better performance.

One way to create a positive work environment is to establish a system for regular performance reviews and feedback. This not only helps identify areas for improvement but also provides an opportunity to recognize and reward outstanding performance.

Additionally, implementing initiatives such as employee wellness programs, flexible scheduling, and opportunities for professional development can contribute to a more supportive and fulfilling work environment.

When team members feel valued and supported, they are more likely to be engaged and motivated, leading to better overall performance.

Leadership and Its Role in Team Dynamics

Leadership plays a pivotal role in shaping team dynamics and morale. Effective kitchen leaders lead by example, show empathy, and make decisive choices that inspire confidence and respect among team members.

Good leadership is about more than just managing tasks; it’s about inspiring and guiding the team. Effective leaders create an environment where teamwork thrives, and everyone feels valued and motivated to contribute their best.

One crucial aspect of effective leadership is the ability to communicate a clear vision and set achievable goals. By providing direction and clarity, leaders can help the team stay focused and aligned with the overall objectives of the kitchen.

It’s important to foster a culture of transparency and openness. Team members should feel comfortable sharing their ideas and concerns. This will enhance trust and collaboration within the team.

Leaders who actively listen to their team members and involve them in decision-making processes create a sense of ownership and accountability that drives performance.

Finally, leading by example—demonstrating a strong work ethic, maintaining a positive attitude, and showing respect for all team members—can set the tone for the entire kitchen. When team members see their leaders embodying the values and behaviors they aspire to, they are more likely to follow suit.

Conclusion

In the culinary world, teamwork is the secret ingredient to success. From the relationships we build with food purveyors to the final dish we present to guests, every aspect of the dining experience is enhanced by a connected team.

Implementing strategies such as effective communication, role clarity, team-building activities, continuous learning, and positive leadership is essential for fostering collaboration and achieving culinary excellence.

I encourage you to implement these strategies in your kitchens and share your experiences. Together, we can create culinary masterpieces that leave a lasting impression on our guests.

Building and leading culinary teams has been a rewarding journey, filled with challenges and triumphs. The power of teamwork has not only shaped my career but also the experiences of countless diners.

As we continue to evolve in the culinary world, let’s remember that our strength lies in our connections, and through them, we can achieve extraordinary culinary excellence. The journey of building a cohesive kitchen team is ongoing, but the rewards are well worth the effort.

Let’s strive to create kitchens where teamwork, respect, and passion for food come together to create unforgettable dining experiences.

Image: Microsoft Designer

KRG Hospitality. Restaurant Business Plan. Feasibility Study. Concept. Branding. Consultant. Start-Up.

An AI-generated image of a person holding a stopwatch at a restaurant table while guests read the menu
by David Klemt David Klemt No Comments

Eliminate Hesitation: Streamline Your Menu

Eliminate Hesitation: Streamline Your Menu

by David Klemt

An AI-generated image of a person holding a stopwatch at a restaurant table while guests read the menu

That’s an interesting stopwatch layout. Also, we don’t recommend sitting with guests and timing them as they review your menu.

Operators should develop an understanding of the concept of the paradox of choice to understand how American guests make menu item selections.

So, allow me a crash course in this psychological concept. There are two prevailing components to the paradox of choice. One is that the more options one has, the less satisfaction they’ll feel upon making a choice. The other is that when presented with an overwhelming number of choices, also known as “choice overload,” people often just fall back to their usual choice rather than trying something new.

A quick note: The paradox of choice isn’t the same as the fallacy of choice. That concept relates to presenting someone with limited, extreme choices to drive them to ignore all of the other choices they could consider and select.

Understanding the paradox of choice will help an operator tackle a key task: streamlining their menus.

A survey from US Foods earlier this year contains quite a few intriguing revelations. Among their findings, one stands head and shoulders above the rest, at least to me: Almost 80 percent of Americans find deciding what they want to order at a restaurant difficult. Further, one factor outpaces all others when it comes to difficulty choosing.

Hence, my explanation of the paradox of choice at the top of this article.

Menus are too Big

There are two key factors making it difficult for Americans to choose what to order at a restaurant. Nearly a quarter of respondents—23 percent—indicate that they’re simply picky people. Alright, fair enough.

But the main factor, unsurprisingly, is that restaurants are presenting guests with too many options. That’s according to 54 percent of survey respondents. Quick math tells me that’s more than double the picky eaters.

Another 15 percent of US Foods survey respondents, however, say they have no trouble deciding what they want to order. Eight percent say they’re indifferent, which is an entirely different problem. A guest who’s indifferent to the restaurant and menu isn’t an engaged guest, and that’s not going to inspire loyalty and repeat visits.

Of course, no operator can please everyone, and some people aren’t going to be blown away no matter how good the food, drinks, and service can be.

So, does this mean that Americans are indecisive, facing paralysis whenever a servers asks for their order? Well…maybe. We have a lot going on, and “overwhelmed” would describe many of my fellow Americans right now.

However, the real culprit is menu size. In trying to please and retain guests, some operators are loathe to shrink their menus.

Most KRG clients can attest to the following: the president of our agency, Doug Radkey, prefers a smaller, streamlined menu. In fact, he prefers menus not pass the 25-item mark. Given his druthers, Radkey favors 12 to 15 items.

There are several reasons for this preference. Chief among these are controlling and reducing labor and food costs. (Radkey prefers to control costs rather than cut them, realistically.) Other reasons are less strain on the back of house, easier cross-utilization of ingredients, consistency, and reduced ticket times.

We can also add improving guest satisfaction to the list. On average, an American restaurant guest takes nine minutes to decide what they want to order at a restaurant. Streamline and shrink the menu, and this number should fall, while satisfaction rises.

Anyone should see that a smaller, sharper menu represents wins across the board.

AI image generator: Microsoft Designer

KRG Hospitality Start-Up Restaurant Bar Hotel Consulting Consultant Solutions Plans Services

A table setting featuring white plates, green cloth napkins, and water glasses, with a vase and flower on the table
by David Klemt David Klemt No Comments

Create a Memorable Guest Experience

Create a Memorable Dining Experience for Your Guests

by Nathen Dubé

A table setting featuring white plates, green cloth napkins, and water glasses, with a vase and flower on the table

Creating a memorable dining experience goes beyond serving delicious food; it’s about crafting an atmosphere that engages all the senses.

When an operator and their team make someone feel special, they ensure that guest leaves with lasting memories.

Below, an exploration of the key elements that contribute to an unforgettable dining experience, from ambiance and service to unique touches that set your establishment apart.

Achieve the Right Ambiance

Lighting

Lighting plays a crucial role in creating the right mood for your dining space.

It can enhance the overall atmosphere, highlight key areas and features, and improve the dining experience significantly.

Benefits

  • Enhance the overall atmosphere.
  • Highlight key areas and features.
  • Improve the dining experience.

Implementation Tips

  • Use dimmable lights to adjust the ambiance throughout the day.
  • Incorporate a mix of task, ambient, and accent lighting.
  • Highlight architectural features or artwork with focused lighting.

Use a combination of chandeliers and strategically placed LED lights that can be dimmed to create a cozy, intimate setting for evening diners.

This setup creates a warm and inviting atmosphere, enhancing the overall dining experience significantly.

Music and Sound

The right music can complement the dining experience and contribute to the overall ambiance.

It’s important to gain an understanding of how music sets the tone and mood. From there, an operator can tailor playlists to enhance different dayparts.

Benefits

  • Set the tone and mood.
  • Enhance the dining atmosphere.
  • Can be tailored to different times of the day.

Implementation Tips

  • Curate playlists that match the theme and time of day.
  • Ensure the sound system provides clear, high-quality audio.
  • Keep the volume at a level that allows for conversation.

Implement a dynamic music system that plays upbeat tunes during breakfast and lunch, transitioning to softer, more relaxing music in the evening.

This thoughtful curation improves the guest dining experience significantly, making each visit unique and enjoyable.

Deliver Exceptional Service

Staff Training

Well-trained staff are essential to delivering top-notch service.

Proper training enhances guest satisfaction, improves operational efficiency, and promotes a positive dining experience.

Benefits

  • Enhance guest satisfaction.
  • Improve operational efficiency.
  • Promote a positive dining experience.

Implementation Tips

  • Train staff on service standards and etiquette regularly.
  • Encourage a guest-centric approach.
  • Provide ongoing feedback and development opportunities.

Client Story

At a popular bistro, we implemented a comprehensive training program with a focus on education, attentiveness and personalization. Staff are trained to remember guests’ preferences, which increases guest loyalty and positive reviews.

This approach ensures that guests feel valued and appreciated, enhancing their overall dining experience.

Personalization and Attention to Detail

Personalizing service makes guests feel as though they’re important (which they are) and an operator values their business.

A commitment to personalization helps create unique and memorable experiences. In turn, this approach encourages repeat visits and word-of-mouth referrals, and enhances guest satisfaction.

Benefits

  • Create a unique and memorable experience.
  • Encourage repeat visits and word-of-mouth referrals.
  • Enhance guest satisfaction.

Implementation Tips

  • Remember and acknowledge repeat guests.
  • Customize menu options to account for dietary preferences and restrictions.
  • Pay attention to small details like table settings and presentation.

Client Story

A dog-friendly cafe on which I consulted now offers personalized dog treats and complimentary toys for guests’ pets on special occasions.

This thoughtful gesture delivers a significant impact, making pet owners feel their furry friends are truly welcome and appreciated.

Unique Touches

Signature Dishes and Beverages

The creation of standout menu items sets an establishment apart.

Signature dishes and beverages attract guests looking for unique experiences. They also encourage social media sharing and word-of-mouth, boosting a restaurant’s reputation.

Benefits

  • Attract guests looking for unique experiences.
  • Encourage sharing on guests’ social media accounts, and leverage word-of-mouth marketing.
  • Build a restaurant’s reputation and standing in its community.

Implementation Tips

  • Develop signature dishes that showcase culinary prowess.
  • Offer unique, handcrafted beverages.
  • Highlight local ingredients and seasonal specials.

Notes from the Field

At our consultancy, we specialize in designing signature food and drink programs tailored to each new concept we work on.

Our process begins with understanding the unique vision and target audience of each concept. We then develop standout menu items that showcase culinary expertise and creativity, ensuring they become memorable highlights for guests.

These signature experiences not only attract new guests but also encourage social media sharing and word-of-mouth referrals. We focus on creating unique and engaging offerings to set up each concept to build a strong reputation as a must-visit destination, driving both engagement and growth.

Our personalized approach ensures that every guest project features distinctive, appealing elements that set it apart in the competitive hospitality landscape.

Engaging Decor and Theme

Well-considered decor and theme enhances the dining experience by creating a memorable and immersive environment.

These design elements differentiate an establishment from competitors, and enhances guest enjoyment and satisfaction.

Benefits

  • Create a memorable and immersive environment.
  • Differentiate a venue from competitors.
  • Enhance the guest experience and how guests perceive the brand.

Implementation Tips

  • Choose a theme that reflects the brand and cuisine.
  • Incorporate decor elements that tell a story and evoke emotion.
  • Ensure the design is cohesive and enhances the overall dining experience.

Notes from the Field

At KRG Hospitality, we excel at envisioning interiors that express and enhance the themes of each client concept.

For a seafood restaurant, we created an interior that brings the marine environment to life with subtle and sophisticated design elements. This immersive decor, combined with the restaurant’s fresh seafood menu, provides guests with a unique and memorable dining experience.

By aligning the interior design with the restaurant’s theme, we create spaces that delight guests and become talking points. Our attention to detail, coupled with the client’s commitment to high-level operation, encourages word-of-mouth referrals and repeat visits. The thematic details we pursue ensure that every project we work on delivers a cohesive and engaging experience that resonates with guests.

Conclusion

Creating a memorable dining experience requires a combination of ambiance, exceptional service, and unique touches. Focusing on these key elements ensures that an operator’s guests leave with lasting memories.

Crucially, this also stokes their desire to return.

Craft the right ambiance with thoughtful lighting and music. Train staff to deliver exceptional and personalized service. Add unique touches like signature dishes and engaging decor. Each of these are invaluable parts of a winning strategy that elevates a concept. These elements work together to create a dining experience that guests will remember and talk about long after they leave.

Are you ready to elevate your dining experience? Contact us today to learn how we can help you create an unforgettable environment for your guests.

Image: Pranav Jain via Pexels

KRG Hospitality Start-Up Restaurant Bar Hotel Consulting Consultant Solutions Plans Services

An AI-generated image of a man in a suit speaking remotely via computer to a woman in a suit
by David Klemt David Klemt No Comments

Going Remote: A New Era for Hospitality

Going Remote: A New Era for Hospitality Coaching

by Doug Radkey

 

An AI-generated image of a man in a suit speaking remotely via computer to a woman in a suit

Note: AI-generated image.

Did you know that over the course of the past five years, the number of remote workers in the US has jumped by a staggering 44 percent?

Over the past 12 years, that number is an astounding 159 percent, and it shows no sign of slowing down.

The hospitality industry, like many others, is embracing a new era of remote work. This shift is now transforming how bars, restaurants, and hotels receive coaching and consulting services.

How can remote hospitality coaching help you start, stabilize, or scale your business? Leveraging remote coaching can provide you with flexible, cost-effective, and expert guidance no matter where you are.

Large markets such as Toronto, New York, London, and Los Angeles, for example, are no longer the only cities that can receive impactful one-on-one advice to better their businesses.

The Rise of Remote Work in Hospitality

Remote help was once a rarity in hospitality. However, the pandemic accelerated its adoption across the industry.

Much like other elements of technology in this industry—remote coaching, for example—allows hospitality businesses in any areas to access advice and support. Indeed, it no longer matters if a business is rural or in a global destination.

Remote consulting is the great equalizer, providing underserved communities with valuable insights. For decades, most agencies narrowed their focus toward projects in major cities.

Further, it provides flexibility and convenience. Anyone can schedule coaching sessions at a time that works best for them, or when an issue arises that calls for real-time intervention.

Removing the need for travel—and the associated costs—results in more cost-effective results. For several years now, KRG Hospitality has empowered clients in even the most far-flung destinations to obtain the consulting and coaching to start, stabilize, and scale their business.

Have a stable internet connection or decent cell reception? Then you’re all set.

Key Areas of Focus

Whether you’re starting a new restaurant, stabilizing a boutique hotel, or scaling a bar, a remote coach provides the structured guidance needed to navigate challenges and achieve success.

One example is onboarding a coach to help you start a restaurant by providing guidance through weekly calls that cover each phase of development. This often begins with an initial discovery call to understand your vision and goals, followed by coaching you through the variety of playbooks you need to develop strategic clarity.

The coach assists with everything, from site and support team selection to interior design, equipment selection, and construction management. From there, the operational setup phase may include coaching you through hiring and training, and developing standard operating procedures (SOPs). Your coach can also help you with pre-opening preparations, from marketing, menu development, and final inspections. Following a comprehensive checklist ensures you open on time, and on budget.

A second example is onboarding a coach for a boutique hotel seeking to stabilize operations. Weekly calls following an operational audit allow the coach to guide you through a short-term and long-term ImpactMAP. This tool focuses on brand strategy, internal programming, marketing plans, technology, systems and SOPs, people and culture, financial wellbeing, and mindset.

Regular coaching calls ensure continuous improvement and adaptation of strategies, leading to a stabilized and profitable business.

For a third example, consider a bar seeking to scale beyond one location. Through weekly calls, a remote coach can provide guidance on developing a scalable strategy. You have to remember, scaling your business isn’t just about replication; it’s about strategic adaptation.

A remote coach can ensure that you’re truly ready financially, operationally, and mindfully for this next step in your journey of developing a true legacy in this industry.

Tools that Enable Remote Coaching

Remote coaching is greatly enhanced by the use of various tools and technologies that facilitate communication, organization, and data-driven decision-making.

Video conferencing platforms such as Zoom, Microsoft Teams, and Google Meet enable real-time communication between coaches and clients, ensuring effective and timely guidance.

Project management software such as Trello, Asana, and Monday help organize tasks and track progress. These platforms ensure all aspects of the coaching process are efficiently managed and executed. Additionally, data analytics tools such as POS and PMS systems provide valuable insights, allowing coaches and clients to make informed decisions based on comprehensive data analysis.

During the pandemic, we successfully used remote coaching to help launch a thriving restaurant in Orlando. Due to pandemic-ear travel restrictions, we developed the project with the clent without setting foot on the property until a year after its grand opening. Leveraging video conferencing platforms, we conducted real-time strategy sessions with the restaurant’s leadership team.

We utilized project management tools to organize tasks, track progress, and ensure that every aspect of the restaurant’s development was managed meticulously. Data analytics tools provided valuable insights into market trends, guest preferences, and operational efficiencies, allowing us to make informed decisions remotely.

Despite the challenges posed by the pandemic, this approach ensured the restaurant opened smoothly, and achieved immediate success. This real-life example demonstrates the power of technology and effective remote coaching in the hospitality industry.

Overcoming Challenges

Overcoming the challenges of remote coaching requires strategic measures to ensure effective communication, build trust, and manage technical difficulties.

Maintaining clear and effective communication is crucial, which can be achieved through regular check-ins and video calls.

Building trust is important for the relationship to work. This involves consistent interactions and transparent communication. Despite physical distance, it’s key to the success of any project to establish a rapport between the coach and the client.

Addressing the potential of technical difficulties prevents disruptions from happening. This ensures highly effective relationships, and more successful outcomes. The right coach will not only help you start your business, they’ll be the first one to think about calling if you need help stabilizing, or want to scale.

Implementing Remote Coaching

When considering a coach for your bar, restaurant, or hotel, start by assessing your needs. This will help you identify which areas of your business will benefit the most from remote coaching.

Next, choose the right coach by selecting someone with the expertise, values, and experience that align with your specific requirements. It’s crucial to set clear goals, so define the objectives and expectations for your coaching sessions. Doing so ensures that both you and the coach are aligned on desired outcomes.

Finally, commit to regular reviews, and the adjustment of coaching strategies. This approach involves ongoing evaluations to ensure continuous improvement, and adaptation to any evolving challenges or opportunities in your business.

Image: DALL-E

KRG Hospitality Start-Up Restaurant Bar Hotel Consulting Consultant Solutions Plans Services

Guests dining in a light, bright restaurant featuring a glass ceiling and hanging plants
by David Klemt David Klemt No Comments

SevenRooms Drops Extensive 2024 Report

SevenRooms Drops Extensive 2024 Report

by David Klemt

Guests dining in a light, bright restaurant featuring a glass ceiling and hanging plants

Today, we’re taking a look at the first-annual trends report from marketing and operations platform SevenRooms, which focuses on the guest experience.

To gain an understanding of the current state of affairs in America, SevenRooms analyzed the product data of more than 3,000 US clients. Further, the platform engaged over 250 operators, and 1,000 consumers.

The result is a data-rich report that offers helpful insights for operators.

Two findings are particularly interesting to me, and the team here at KRG Hospitality. One, it appears that Americans are back to seeking out their third spots. As a refresher, a third spot, space, or place is where one spends time when away from home or work. Consumers tend to be loyal to these places, making them part of their everyday or weekend routine.

Two, younger consumers are leading the way in terms of restaurant visits. Per SevenRooms, 38 percent of Millennials visit restaurants five or more times per month. Gen Z is also visiting restaurants frequently, with 24 percent visiting five times or more. However, that number climbs to 45 percent for Gen Z when it comes to three or four monthly visits. Among Millennials, 33 percent visit restaurants three or four times per month.

That tells us that younger consumers are eager to socialize, and restaurants can fulfill that desire. As savvy operators know, a person can eat or drink at home; food and beverages are just excuses to get out, hang out, and meet new people.

This also tells us that operators need to ensure they’re ticking several boxes to resonate with younger guests: value, convenience, and personalization. I’ll add that consumers have shown they want to support brands with values that align with their own.

There are many more insights in SevenRooms’ new report, which you can find below. To view the report in its entirety, click here.

SEVENROOMS RELEASES 2024 RESTAURANT TRENDS AND DINER EXPECTATIONS REPORT FOR THE HOSPITALITY INDUSTRY

Annual report gives an inside look at how restaurants are delivering better guest experiences and personalizing their marketing in the age of AI and automation

NEW YORK (August 6, 2024) – SevenRooms, the leading CRM, marketing and operations platform for growing restaurants, today released its first annual trends report, “2024 Restaurant Trends and Diner Expectations,“ highlighting how restaurants are filling the need for ‘third places’, connection spots outside the home and workplace, what consumers expect from their dining experiences, and how restaurants are leveraging AI and automation to keep diners coming back.

The study, commissioned through independent third-party research firm Censuswide, examines consumer and foodservice operator insights, alongside data from SevenRooms restaurant customers. It emphasizes the importance of restaurants understanding their guests and providing experiences and value to consumers, including marketing and tech trends that operators are paying attention to.

Diners Expect More From Restaurants

While it’s no surprise that diner expectations have evolved in recent years, consumers across generations and cities share key expectations when dining out — they’re looking for convenience, personalization and value from brands they trust. Restaurants must nail all aspects of the guest experience, from hospitality and service to ambiance and atmosphere, to transform diners into brand ambassadors and get them to bring their dollars back more often.

When looking across generations, Millennials are driving a dining resurgence – dining out most frequently with 38% saying they dine out more than 5x a month. They are seeking more from their restaurant visits, and are willing to spend more for elevated experiences, like theatrical elements or high-end items like caviar. For these experiences, Americans are willing to spend up to $63 per person with 45% of Gen Zers open to paying even more. As diners focus on the quality over quantity of their experiences, that means restaurants must do more to keep those diner dollars. Dining upgrades consumers are willing to spend more fall into three categories – experiential, luxurious and personal, including:

  • Experiential (e.g. tableside martini cart; fish presentation or deboning, etc.)
    ○ Dallas – a menu item with some theater (86%)
    ○ Washington DC – a menu item with some theater (71%)
  • Personal (e.g. birthday dessert; welcome drink)
    ○ Chicago – a mocktail or personalized item (55%)
  • Luxurious (e.g. caviar, freshly shaved truffles, seafood tower)
    ○ Los Angeles – high-end items like caviar (55%)
    ○ New York – high-end items like caviar (48%)

Outside of these experiential offerings, restaurants must also capitalize on influential factors that bring diners back. For example, 34% of Gen Zers want personalized surprises in service like a free dessert. Meanwhile, 26% of Millennials care about the ease of making a reservation and 24% of Gen Xers consider the rapport they develop with front-of-house staff. Tailoring guest experience and service helps operators turn one-time diners into loyal customers.

“New consumer demands are pushing restaurants to find the right balance between hospitality and automation to create the experiences guests crave and return for,” said Joel Montaniel, CEO & Co-Founder at SevenRooms. “Diners want both access and recognition when spending their hard-earned dollars, and restaurants must embrace new strategies – and technologies like AI and automation – to enhance hospitality at every touch point. Whether leveraging platform data to personalize diner experiences or power marketing and retention programs, technology and data serve as a vehicle to execute hospitality that guests remember and return for. When technology is used effectively, it allows operators to focus on building deeper connections and delighting guests, one experience at a time.”

Loyalty is Never One-Size-Fits-All

In the U.S., there was a 21% year-over-year increase in reservations comparing Q1 2023 to Q1 2024 and restaurants are looking to a promising future. Whether operators are focused on opening new locations or revamping their social media marketing efforts, one factor remains the same – establishing personal relationships with diners is the strongest way to build and maintain loyal customers.

Consumers have a strong intent to dine with their favorite brands. If a guest can’t get a reservation at their preferred restaurant, 39% of guests look for a sister restaurant to dine at, and 27% check other sites for the same restaurant.

Cultivating loyalty is critical. Loyalty is not a one-size-fits-all effort and diners have different interests when it comes to the benefits they seek out from loyalty programs. Restaurants need to understand their diner demographics to curate operations and offerings, getting their guests to not only return more often but spend more in the process.

38% of diners who would spend $89-$126 on an average night are looking for exclusive VIP events, while 33% of consumers who dine out 7-8 times per month want VIP access to specialty seating areas. Breaking down generational differences:

  • 72% of Gen Zers care most about free menu items
  • 30% of Millennials care most about VIP access to specialty dining areas
  • 1 in 5 Gen Xers and Baby Boomers want early access to reservations

Genuine, Tailored Marketing is Critical to Success

When it comes to marketing, authenticity and personalization reign supreme for consumers. Guests want to be known by their favorite restaurants, and restaurants want to know and understand their guests. To reach these consumers, and serve up personalized marketing that makes guests want to return, restaurants have to use all the tools in their arsenal – from social media to email and text marketing automation – to create high-touch communications that are both authentic and personal.

79% of restaurant operators spend the majority of their marketing budget on social media. Their top social media goals are to drive bookings or online orders (39%), increase brand awareness (29%) and communicate with their audiences (29%). But not all content is created equal – 39% of operators say that organic posts drive the most bookings to their restaurants. Restaurants that showcase their personality – highlighting their team, food and drinks and atmosphere – will win with consumers as they look for more genuine content from brands.

Most diners like hearing about restaurant promotions and offers via email and text, and aren’t as interested in social media DMs or phone calls, but specific preferences vary by generation. 41% of Gen Zers prefer text marketing, whereas 38% of Millennials and 37% of Gen X prefer email marketing.

With targeted Email Marketing, the data report notes that operators see 23% higher open rates and 28% higher click-to-open rates, generating 2x more revenue per email. Text marketing is fairly new for restaurants, but has huge potential, with an average open rate of 98% and $1.64 average reservation revenue generated per text message on SevenRooms. For one SevenRooms customer, Fabio Viviani Hospitality, it drove $220,000 in revenue and 3,000 new guests in just 4 months.

“The biggest thing that excites me about text messaging is that it’s very hard to ignore. When our phones beep, we are just driven to look at them,” said Harry Kaminski, CMO at Fabio Viviani Hospitality. “It’s easier to ignore an email than it is a text.”

Artificial Intelligence (AI) Comes into Play

Every industry today is using AI and automation in some way to streamline their operations and help staff work more efficiently – and the same is true for the restaurant industry. 70% of operators surveyed said they use artificial intelligence in some way to run their business, including:

  • 35% – Processing reservations
  • 34% – Inventory management
  • 33% – Data analytics
  • 27% – Scheduling
  • 26% – Dynamic pricing

But there is room to grow with AI, with only 16% saying they use it to create marketing collateral and 15% for staff hiring and training. With personalized marketing a large focus for operators in 2024 and beyond, as well as hiring and retaining staff to deliver on high-touch hospitality, operators have an opportunity to use AI more effectively.

“AI elevates our storytelling around data,” said Kelly MacPherson, Chief Supply Chain and Technology Officer at Union Square Hospitality Group. “We have a wealth of data at our fingertips, but this can create analysis paralysis. With AI, we can more efficiently synthesize the data, create stories about what’s happening, why it’s happening, and what we can do about it, and then present these stories to our teams in a digestible format with actionable next steps.”

For more information about SevenRooms and to download the full report, please visit here.

About SevenRooms

SevenRooms is a CRM, marketing and operations platform for growing restaurants in the hospitality industry. From Michelin star gems to local favorites, the all-in-one platform helps restaurants increase sales, delight guests, and keep them coming back, automatically. The full suite of products includes reservations, waitlist and table management, review aggregation, referrals, email marketing, and marketing automation. Founded in 2011 and venture-backed by Amazon, Comcast Ventures and PSG, SevenRooms has more than 10,000 dining, hotel F&B, nightlife and entertainment clients globally, including: Marriott International, MGM Resorts International, Mandarin Oriental Hotel Group, Wynn Resorts, Jumeirah Group, Hard Rock Hotels & Resorts, Wolfgang Puck, Michael Mina, Bloomin’ Brands, Union Square Hospitality Group, Australian Venue Co., Maple & Ash, The Wolseley Hospitality Group, Dishoom, Groot Hospitality, MLSE, Live Nation and Topgolf.

Research Methodology

SevenRooms partnered with Censuswide Research – a third-party, professional research and consulting organization. Total sample size was 1,004 U.S. consumers. Fieldwork was undertaken between March 4-11, 2024. The survey was carried out online. The figures have been weighted and are representative of all U.S. adults (aged 16+).

SevenRooms partnered with Censuswide Research – a third-party, professional research and consulting organization. Total sample size was 251 U.S. operators (hospitality decision-makers). Fieldwork was undertaken between March 4-19, 2024. The survey was carried out online. The figures have been weighted and are representative of U.S. hospitality operators.

SevenRooms provided anonymized internal data representative of U.S.-based restaurants using the SevenRooms platform and surveyed a sample of operators at various restaurant sizes and types across the U.S. from March-May 2024.

Image: kayleigh harrington on Unsplash

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Flipping through an open book
by David Klemt David Klemt No Comments

5 Books to Read this Month: August 2024

5 Books to Read this Month: August 2024

by David Klemt

Flipping through an open book

Our August book selections focus on the 2024 Spirited Award finalists and winner of the 2024 Best New Cocktail or Bartending Book.

These books cover an array of topics, from mastering ice and drink ratios to foraging for botanical cocktail ingredients.

To review the book recommendations from July 2024, click here.

Let’s jump in!

The Ice Book: Cool Cubes, Clear Spheres, and Other Chill Cocktail Crafts

The winner of the 2024 Spirited Award for Best New Cocktail or Bartending Book. This is much more than just a guide for making crystal clear ice cubes or sphere. While that’s certainly a focus, The Ice Book includes tips on embossing and branding ice, creating huge slabs, and even making ice bowls for punches and other large-format drinks. Truly, this book will help you master ice.

From Amazon: “In The Ice Book, internationally renowned cocktail icepert Camper English details how to use directional freezing to make perfectly pure ice in a home freezer, carve it up into giant diamonds and other shapes, and embed it with garnishes, including edible orchids and olives. You’ll learn how to create a frozen bowl for Negroni punch, serve a Manhattan inside an ice sphere, and infuse cubes with colors and flavors to create cranberry cobblers, a color-changing Gin and Tonic, and other awesome drinks.”

Grab this book now.

Slow Drinks

With a shift in mindset you’ll likely notice the incredible world of cocktail ingredients at your fingertips during something as simple as a walk around your neighborhood. The author of this book, Danny Childs, is an ethnobotanist who can guide you through that change. Further, this informative book is more than just a list of botanicals you can grow and forage. You’ll learn how to pickle, infuse, and even ferment, taking your cocktail creation to incredible new heights. If there was ever an excuse to start and maintain a garden dedicated to your bar team, it’s picking up this book.

From Amazon: “Organized by season, Slow Drinks teaches home cooks, industry pros, homebrewers, and foragers how to transform botanical ingredients—whether gleaned, grown in the garden, or purchased from the store—into singular beverages and cocktails. With transporting photography and gorgeous color illustrations, Slow Drinks is the definitive guide to backyard mixology that can live just as comfortably in your basket on a foraging trip, as it can on the coffee table as a conversation piece.

Click here for the hardcover.

Tropical Standard: Cocktail Techniques & Reinvented Recipes

What if a bartender married modern cocktail-crafting techniques to dozens upon dozens of classic cocktail recipes? Well, odds are they’d be Garrett Richard, bar manager of Sunken Harbor Club. And documenting this marriage would be drinks author Ben Schaffer.

When it comes to drinks, some bartenders feel the original variants are sacred; techniques, ratios, and ingredients aren’t to be altered. However, there’s no reason classics can’t be honored and built in more modern ways, for modern palates.

From Amazon: “Crucial techniques are clearly detailed, including how to balance syrups, flash blend, handle carbonation, tackle tinctures, cordialize citrus, and power up juice with acid adjusting. Over the course of 84 recipes, vintage cocktails like the Rum Barrel, Mai Tai, and Ray’s Mistake are reimagined just as future classics are revealed, including the Beachcomber Negroni, Winter in L.A., and Field of Mars. These drinks honor founding legends such as Donn Beach, Trader Vic, and Harry Yee as well as modern icons, including Dale DeGroff, Audrey Saunders, Julie Reiner, and Dave Arnold.”

Pick it up here.

The Book of Cocktail Ratios: The Surprising Simplicity of Classic Cocktails

Speaking of cocktail ratios…this is your book if you and your bar team want to achieve a deeper understanding of balance. If you think about it for a moment, you’ll understand the importance than ratios and balance have on a cocktail. It goes beyond ensuring a particular drink tastes great. And it goes further than guaranteeing consistency. Shift one ingredient enough and you’re not just altering the taste, you’re likely making a different drink entirely. As author Michael Ruhlman points out, a Gimlet, Daiquiri, Bee’s Knees are the same cocktail; it’s the ratios that separate them.

From Amazon: “As Michael Ruhlman explains, our most popular cocktails are really ratios—proportions of one ingredient relative to the others. Organized around five of our best-known, beloved, classic families of cocktails, each category follows a simple ratio from which myriad variations can be built: The Manhattan, The Gimlet, The Margarita, The Negroni, and the most debated cocktail ever, The Martini.”

Order yours now.

Hacking the New Normal: Hitting the Reset Button on the Hospitality Industry

Doug Radkey‘s followup book to Bar Hacks! The world around us has changed. The food and beverage industry has changed. The hospitality industry has changed. But will some ways of life change for the better? Will perhaps the restaurant, bar, and hospitality industry come out even stronger? With the right changes to the previous status quo, it is possible. There’s no question, resets are major undertakings, but a major reset will provide us with a clean start and that’s what this industry needs.

From Amazon: “Whether or not you’re a hotelier, restaurateur, bar owner or a front-line staff member—this book will position you for success in the new normal. With a spotlight on hybrid business models, real estate, profit margins, technology, guest experiences, culture, diversity, and mindset, Hacking the New Normal is the guidance you need.

Click here to pick your copy up today.

Image: Mikołaj on Unsplash

KRG Hospitality. Bar Consultant. Nightclub. Lounge. Mixology. Cocktails.

Hospitality Reinvented podcast logo in 2:1 ratio compared to original, produced by KRG Hospitality
by David Klemt David Klemt No Comments

Hospitality Reinvented: A New Series

Hospitality Reinvented: A New Podcast Series

by Doug Radkey

 

Hospitality Reinvented podcast logo in 2:1 ratio compared to original, produced by KRG Hospitality

In my opinion, and likely that of many others, the hospitality industry today is at a crossroads, facing both unprecedented challenges and opportunities.

As we navigate these changes that are upon us, it’s clear that a reset or reinvention is not just desirable, but essential.

To truly understand hospitality and the way forward, let’s take a few steps back.

Hospitality has its roots deeply embedded in ancient civilizations, where the concept was often viewed as a sacred duty and a fundamental aspect of societal norms.

In ancient Greece, for instance, the idea of “xenia” represented a code of hospitality and protection that was honored by both hosts and guests. This tradition emphasized generosity and courtesy toward strangers, reflecting a reciprocal relationship that benefited both parties.

Similarly, in medieval Europe, hospitality was a core tenet of life. Monasteries provided food, shelter, and medical care to travelers and pilgrims. These historical practices established the foundational principles of hospitality that continue to influence the industry today.

The Definition of Hospitality

At its core, as we know it today, hospitality is about providing a welcoming environment, exceptional service, and genuine care for guests. The fundamental principles include warmth, generosity, and attentiveness to the needs of others. These principles are designed to make guests feel valued and comfortable, creating a memorable experience that encourages repeat visits and positive word-of-mouth.

The essence of hospitality lies in anticipating and exceeding guest expectations, ensuring that every interaction is characterized by respect and kindness. This unwavering commitment to guest satisfaction is what distinguishes truly exceptional hospitality services from the rest.

In the modern era, hospitality has evolved to incorporate technological advancements and changing consumer preferences while maintaining its core principles. Today, hospitality encompasses a broader range of services and experiences, from luxurious accommodations and gourmet dining to personalized services and cutting-edge technology.

The rise of digital tools on the hotel side, such as mobile check-ins, AI-powered concierge services, and virtual tours, has transformed how hospitality businesses interact with and serve their guests. Moreover, contemporary hospitality also places a strong emphasis on sustainability and cultural authenticity, with many brands striving to minimize their environmental impact and offer experiences that celebrate local heritage and traditions.

These modern interpretations reflect the industry’s adaptability and commitment to enhancing guest experiences while trying to stay true to the timeless principles of warmth and generosity.

The Purpose of Hospitality

The primary purpose of hospitality is to create memorable experiences that leave a lasting impression on guests. In today’s competitive market, it is no longer sufficient to simply provide a place to stay or a meal to eat.

Hospitality businesses must go above and beyond to craft unique and personalized experiences that guests will remember fondly, and talk about long after their visit.

This involves attention to detail, creativity, and a deep understanding of what delights and surprises a targeted set of guest. From custom welcome amenities and personalized room settings to curated local excursions and immersive cultural activities, the goal is to create a sense of wonder and joy that makes guests feel special and valued.

Another vital purpose of hospitality is building meaningful relationships with guests. Hospitality is fundamentally about human connection and fostering a sense of community. By treating guests as individuals rather than transactions, hospitality businesses can cultivate strong, lasting relationships that encourage repeat visits and brand loyalty.

Genuine, personalized interactions during which staff take the time to understand and cater to each guest’s unique needs and preferences are mandatory. Building relationships also means engaging with guests before, during, and after their stay through various touchpoints and guest journey maps that now many include personalized emails, social media interactions, and follow-up surveys.

Ongoing interactions help to establish a deeper bond with guests, making them feel appreciated and connected to the brand.

Elements of Hospitality We Need to Leave in the Past

One of the key elements that the hospitality industry must leave behind is the reliance on outdated practices. These include rigid check-in and check-out times, excessive paperwork, and a lack of technological integration.

Modern guests expect flexibility, convenience, and efficiency, which cannot be provided through antiquated methods. Embracing digital solutions such as mobile check-ins, contactless payments, and automated booking systems can streamline operations and significantly enhance the guest experience.

We need to move away from outdated practices so hotels and other hospitality businesses can meet the evolving expectations of their clientele, and stay competitive in the market.

Reluctance to Change

Resistance to change is another significant hurdle that the hospitality industry must overcome. The rapid pace of technological advancement and shifting consumer preferences demand that businesses continuously adapt and innovate.

However, a reluctance to embrace new technologies and modern approaches can stifle growth and lead to stagnation. Successful hospitality businesses must foster a culture of innovation and agility. They need to encourage their teams to stay ahead of trends and adopt new practices that enhance guest satisfaction and operational efficiency.

A commitment to embracing change and aligning a forward-thinking mindset will help operators better navigate the challenges of the modern marketplace.

Lack of Sustainability

Further, the hospitality industry has long been criticized for its unsustainable practices, including excessive water and energy consumption, waste generation, and reliance on single-use plastics. As environmental consciousness grows among consumers, it is imperative for hospitality businesses to adopt more sustainable practices. This includes implementing energy-efficient systems, reducing water usage, minimizing waste, and sourcing eco-friendly products.

Many bars, restaurants, and hotels are now pursuing green certifications and adopting practices such as using solar energy, installing low-flow fixtures, and offering recycling programs. Prioritizing sustainability means hospitality businesses can not only reduce their environmental footprint but also attract eco-conscious guests.

Toxicity

Lastly, toxic workplaces that fail to take care of their team members are another critical issue that needs to be addressed.

The hospitality industry is notorious for high employee turnover. Unfortunately, we’ve become known for poor working conditions, lack of career advancement opportunities, and inadequate compensation. Each of these go against the essence of hospitality.

How we treat our guests is how we should treat our very own people. Creating a positive work environment that prioritizes staff well-being, professional development, and fair treatment is essential for retaining talent and ensuring high-quality service. This includes providing comprehensive training programs, offering competitive salaries and benefits, and fostering a supportive, fun, and inclusive culture.

Hospitality businesses can improve job satisfaction, reduce turnover, and ultimately enhance the overall guest experience by investing in their people.

Where the Hospitality Industry is Going

There’s no secret, hospitality is embracing technology at warp speed. Operators are now inundated with solutions promising to enhance operational efficiency, plus staff and guest experiences.

Innovations such as artificial intelligence (AI) and the Internet of Things (IoT) are transforming how hotels and other hospitality businesses operate.

AI-driven chatbots and virtual assistants are improving guest services by providing instant responses to guest inquiries, along with personalized recommendations. IoT devices are enabling smart room controls, allowing guests to adjust lighting, temperature, and entertainment options with ease. Blockchain technology is enhancing security and transparency in transactions and loyalty programs.

Leveraging these advanced technologies sets the hospitality industry down the path toward providing more seamless, personalized, and engaging experiences for guests.

Focus on the Right KPIs

As the industry evolves, so do the metrics used to measure success. Traditional key performance indicators (KPIs) such as occupancy rates and average daily rates are being supplemented with new, more holistic KPIs.

Guest satisfaction scores, social media engagement, and sustainability metrics are becoming increasingly important. For example, Net Promoter Scores (NPS) provide insights into guest loyalty, and the likelihood to recommend the hotel to others. Social media metrics, including likes, shares, and reviews, reflect the hotel’s online reputation and guest engagement.

Additionally, sustainability metrics such as energy consumption per guest and waste reduction rates are being tracked to ensure that the hotel is meeting its environmental goals.

These new KPIs offer a more comprehensive view of a hotel’s performance, encompassing guest experiences, brand reputation, and environmental impact.

The Guest and Staff Experience

The future of hospitality is also about reimagining staff and guest experiences to create more meaningful and memorable interactions.

For staff, this means providing ongoing training and professional development opportunities. This approach keeps the team updated with the latest industry trends and technologies. Despite the technology, operators need to empower team members. A great leader ensures their teams are receiving valuable training on the skills and knowledge they need to excel. Doing so improves service quality, and boosts morale and retention rates.

On the guest side, new programming and experiences are being introduced to cater to diverse interests and preferences. By focusing on innovative staff and guest programming, the hospitality industry is creating environments that are enriching, engaging, and memorable.

Spirit of Hospitality

With all that said, amidst all the technological advancements and new metrics, it is essential to bring back the true essence of hospitality and what it means to be hospitable. We have to get back to the “why” of what we do in this industry, and remind ourselves once again about the true definition of hospitality.

At its core, hospitality is about genuine care, warmth, and making guests feel welcome and valued. This involves cultivating a culture of empathy and service excellence in which every guest interaction is an opportunity to create a positive impact.

Personalized service, attention to detail, and going the extra mile are the hallmarks of true hospitality. It’s about creating an atmosphere where guests feel at home, whether they are eating at a restaurant, having a drink at the bar, or staying for a night or an extended period.

Blending modern conveniences with the timeless principles of hospitality ensures that the heart and soul of hospitality remain intact, even as it continues to evolve and reinvent itself.

Introducing Hospitality Reinvented Podcast Series

As the hospitality industry continues to evolve, staying ahead of trends and innovations is crucial for success. That’s why I am excited to announce the launch of the Hospitality Reinvented podcast series hosted with yours truly, Doug Radkey.

This podcast, set to go live this month, aims to explore and discuss the latest developments in the hospitality industry. I’ll provide insights and strategies to help operators and their businesses thrive in their dynamic and competitive market.

The Hospitality Reinvented podcast will delve into a variety of topics, from the integration of modern technology and new KPIs to reimagining staff and guest experiences. Each episode will blend timeless principles of hospitality with modern innovations and strategic playbooks, offering listeners practical advice and inspiration to create a guest-centric, sustainable, and forward-thinking industry.

The podcast will serve as a valuable resource for hospitality professionals looking to reinvent their operations and stay ahead of the curve. Join us on this journey as we explore how to blend tradition with innovation to shape the future of hospitality.

Tune in to Hospitality Reinvented each week and discover how you too can transform your business and create lasting, memorable guest experiences.

Join us on this journey by subscribing to the Hospitality Reinvented podcast, following us on social media, and staying engaged with the latest insights and trends here at KRGHospitality.com.

Image: KRG Hospitality

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"Think about things differently" neon sign
by David Klemt David Klemt No Comments

Program for Unique Holidays: August 2024

Program for Unique Holidays: August 2024

by David Klemt

"Think about things differently" neon sign

Do you want to stand out from from other restaurants and bars in your area? Change how you think about your August holiday programming.

Several holidays are set against every date on the calendar, and this month is no exception. These holidays range from mainstream to esoteric.

Pay attention to the “weird” or unique holidays to raise eyebrows, carve out a niche for your restaurant or bar, and attract more guests. Why do what everyone else is already doing? Why program only around the same holidays as everyone else?

Of course, you shouldn’t try to celebrate every holiday, strange or otherwise. Focus on the days that are authentic to your brand; resonate with your guests; and help you grab attention on social media.

You’ll find suggestions for promotions below. However, the idea behind our monthly holiday promotions roundup is to inspire you and your team to get creative and come up with unique programming ideas.

For our July 2024 holidays list, click here.

August 3: National Mustard Day

Condiments offer the perfect finishing touch to the dishes we present to guests. Given their importance, we should celebrate them whenever we get the chance.

For some, nothing but mustard belongs on a hot dog. And there are even those out there who claim it’s the only condiment that belongs on a burger.

August 6: National Night Out Day

Traditionally, this holiday aims at encouraging communities to set up neighborhood watches. However, some communities also use this day to simply foster a sense of togetherness, organizing cookouts, block parties, and concerts.

This is a great day to establish your bar or restaurant as part of the community, particularly if your business is family friendly.

August 7: Particularly Preposterous Packaging Day

This is certainly one of the more obscure holidays I’ve encountered. To put a spin on this day to leverage it for a bar or restaurant, I suggest engaging your kitchen and bar teams to come up with an over-the-top presentation for one food item, and one drink. Make it Instagram-worthy and it’ll spread like wildfire on social media, making it a clever marketing exercise.

August 11: Play in the Sand Day

This is another holiday during which operators will benefit from tapping into the creativity of their kitchen and bar teams. The back of house, for example, can look into creating a sand pudding dessert. As for the bar team, the Blood and Sand is a classic whiskey cocktail that teams with the theme.

August 12: Afternoon Tea Week

An entire week dedicated to afternoon tea! In 2024, this holiday runs to August 18. Afternoon Tea Week is a fantastic way to boost traffic and revenue during the lunch daypart. Further, operators have two shots at brunch to cap this weeklong holiday.

Engage the bar team to have them create an LTO menu of tea-based cocktails, including zero-alcohol to full-ABV options.

August 14: World Calligraphy Day

If you have someone on your team with particularly fantastic handwriting, a sandwich board, and chalk (or markers for acrylic boards), you’re all set to celebrate this holiday. Not only can these signs lure passersby into a restaurant or bar, people like to spread them on social media. The same goes for restaurants and bars with chalkboard menus, making them useful marketing tools.

August 20: National Chocolate Pecan Pie Day

You’ve probably eaten a slice of pecan pie. But what about chocolate pecan pie? It’s possible many of your guests haven’t tried this lesser-known dessert. I bet your kitchen team can change that…

August 22: Burger Day

On its face, Burger Day isn’t particularly unique. However, any holiday can be made unique with a clever and creative promotion.

While it’s the ideal day for promoting your signature burger (or burgers), it will also work as a traffic-boosting LTO. For example, if you don’t have a smashburger on your menu, consider creating one for Burger Day. As another example, if you don’t have sliders, this is the time to offer them. Track the sales of your Burger Day LTOs to consider making them repeat promotions, or adding them to the standard menu permanently.

August 27: National Just Because Day

Sometimes operators are handed the perfect day to create and execute any promotion they can imagine. This is one of those days.

August 30: National Beach Day

Drinks with umbrellas, tropical shirts and beachwear, summery drinks, classic cookout dishes, refreshing desserts… Even bars and restaurants that don’t have an outdoor area can be transformed into a beachy scene.

Image: Ivan Bertolazzi on Pexels

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Close-up photograph of a chef sharpening a cleaver
by David Klemt David Klemt No Comments

Essential Kitchen Equipment for Every Chef

Essential Kitchen Equipment for Every Chef

by Nathen Dubé

Close-up photograph of a chef sharpening a cleaver

In the world of culinary arts, the right equipment can make all the difference between cooking a good dish and crafting an extraordinary one.

Whether you’re a home cook or a professional chef, having the right tools at your disposal is crucial for efficiency, precision, and creativity in the kitchen.

Tag along as I explore the essential kitchen equipment every chef should have, from basic must-haves to advanced tools. I also share usage tips, maintenance advice, and personal stories about my favorite equipment.

Equipment: The Essentials

Knives

A good set of knives is the cornerstone of any kitchen. High-quality knives can improve your cooking experience significantly, making prep work faster and more precise.

The key types of knives every chef should have include a chef’s knife, paring knife, bread knife, and boning knife. A chef’s knife is versatile, suitable for chopping, slicing, and dicing, while a paring knife is ideal for peeling and intricate work. A bread knife, with its serrated blade, is perfect for slicing bread and pastries, and a boning knife is essential for de-boning meat and fish.

To make the most of these tools, it’s important to keep knives sharp, as sharp blades ensure clean cuts, and reduce the risk of accidents.

Use the appropriate knife for each task to maintains efficiency and precision. Hone knives regularly with a honing steel to maintain their edges, and sharpen them with a whetstone or professional service periodically to ensure long-term performance.

Hand wash and immediately dry knives to prevent rust and damage, which will prolong the life of your knives.

My chef’s knife is my most trusted kitchen companion. I remember purchasing my first high-quality chef’s knife early in my career. The difference it made in my chopping speed and accuracy was astounding.

Cutting Boards

Cutting boards are essential for providing a safe and efficient surface for food preparation.

The primary types of cutting boards include wooden, plastic, and composite boards. Wooden cutting boards are gentle on knives and durable, while plastic cutting boards are easy to sanitize, and are often used for raw meat and poultry. Using separate cutting boards for raw meat and vegetables is crucial to prevent cross-contamination.

Secure the cutting board with a damp cloth underneath to prevent slipping, and ensure safety.

Wooden cutting boards require regular oiling to prevent drying and cracking, while plastic cutting boards should be cleaned with hot soapy water and sanitized in the dishwasher. It’s also important to replace cutting boards that show deep grooves or signs of wear to maintain hygiene and efficiency.

I’ve always been partial to wooden cutting boards for their durability and aesthetic appeal.

Cookware

Quality cookware is essential for various cooking methods, from sautéing to baking.

Essential cookware includes a skillet, saucepan, stockpot, baking sheets, and a Dutch oven. A skillet is versatile for frying, searing, and sautéing, while a saucepan is perfect for making sauces, boiling, and simmering. A stockpot is ideal for soups, stews, and boiling large quantities. Baking sheets are indispensable for baking cookies, roasting vegetables, and more. A Dutch oven is great for slow cooking, braising, and baking bread.

To ensure even cooking and avoid overcrowding, it’s important to use the correct size of pan for the job. Preheat pans before adding ingredients to achieve better searing and browning.

Avoid metal utensils on non-stick cookware to prevent scratching, and clean cookware according to the manufacturer’s instructions to maintain their non-stick properties and finish. Season cast-iron cookware regularly to maintain a non-stick surface—and prevent rust—to extend its lifespan.

Mixing Bowls

Mixing bowls are essential for combining ingredients, marinating, and more.

The main types of mixing bowls include stainless steel, glass, and plastic. Stainless steel bowls are durable and resistant to stains and odors, while glass bowls are non-reactive and versatile for mixing and serving. Plastic bowls are lightweight, and often come with lids for storage.

Use larger bowls than you think you need to prevent spillage when mixing. Also, ensure you have a variety of sizes on hand so you’re prepared for different tasks. Clean bowls thoroughly after each use to prevent residue build-up, and avoid abrasive cleaners on glass bowls to to prevent scratching.

Mandolin

A mandolin is an essential tool for achieving uniform slices and julienne cuts, which are crucial for presentation and even cooking.

With adjustable blades, a mandolin can slice vegetables, fruits, and even cheeses to precise thicknesses.

Using a mandolin can be dangerous without proper handling, so always use the hand guard, and work slowly to avoid accidents. Clean the blades regularly and make sure they’re sharp to maintain the efficiency and safety of this tool.

One of my favorite uses for the mandolin is preparing vegetables for ratatouille. The uniform slices not only show off their color and texture but preserve their crunch.

Equipment: Advanced

Stand Mixer

A stand mixer is an invaluable tool for any chef, capable of mixing, kneading, and whipping with ease.

Stand mixers come with various attachments, including a paddle for mixing, a whisk for whipping, and a dough hook for kneading. Starting on a low speed prevents ingredients from splattering out of the bowl and ensures thorough mixing.

To maintain a stand mixer, clean attachments and bowls immediately after use to prevent residue from hardening. Check and tighten the attachments regularly to ensure they are secure.

My stand mixer has been a game-changer, particularly for baking. I remember making my first batch of bread dough with it. The ease and consistency it provides are unparalleled, allowing me to focus on perfecting recipes rather than spend valuable time on manual kneading.

Food Processor

A food processor is essential for tasks like chopping, slicing, grating, and pureeing.

Use the pulse function to control the consistency of chopped ingredients, and avoid overfilling the bowl to ensure even processing. Clean the bowl, blades, and attachments promptly to prevent food from drying on them, and handle blades carefully as they’re extremely sharp.

My food processor has saved me countless hours of prep work. Creating salsas, dips, and marinades are a breeze with the press of a button!

Sous Vide Machine

Sous vide cooking involves vacuum-sealing food and cooking it in a water bath at a precise temperature, which results in perfectly cooked dishes. Season food before vacuum-sealing it to enhance flavor, and use a container with a lid or cover the water bath with plastic wrap to minimize water evaporation.

Clean the sous vide machine according to the manufacturer’s instructions, and regularly descale it if you use hard water to prevent build-up.

My sous vide machine revolutionized the way I cook proteins. I recall preparing a sous-vide steak for a dinner party; the precise temperature control ensured it was cooked to perfection.

Immersion Blender

An immersion blender, or hand blender, is perfect for pureeing soups, sauces, and smoothies in the pot or container directly. Move the blender up and down for blending, and avoid overfilling the container to prevent splattering.

Clean the blade and shaft immediately after use so food doesn’t dry on them, and be cautious when handling the blade as it is sharp.

My immersion blender has been a versatile tool in my kitchen. Again, soups, sauces, jams, etc. are all done directly in the pot, saving time (and mess) from transferring to a food processor.

Digital Scale

A digital scale is an essential tool for any chef, particularly for baking, where precision is key. Measuring ingredients by weight rather than volume ensures accuracy and consistency, which is crucial for successful recipes.

To use a digital scale effectively, always set the scale to zero after placing your container on it to ensure you are only measuring the ingredients. Calibrate the scale regularly, and replace the batteries when necessary so it maintains its accuracy.

I use my digital scale extensively when baking bread. Precise measurements of flour, water, and other ingredients are crucial to achieve the perfect texture and rise. This tool has improved the consistency significantly.

Set of Ring Molds

Ring molds are invaluable for creating uniform and aesthetically pleasing presentations, particularly in fine dining. They are used for shaping and plating dishes such as tartares, layered salads, and desserts.

Use ring molds to elevate the presentation of your dishes; they’ll ensure a professional and well-crafted appearance. Ensure the molds are well-greased or lined to prevent sticking and achieve clean edges.

Equipment: Maintenance Tips

Proper maintenance and care of your kitchen equipment are essential for longevity and performance. Regular cleaning prevents food from hardening and becoming difficult to remove, and proper storage in a dry, safe place prevents damage and ensures easy accessibility.

Perform routine maintenance checks, such as sharpening knives, seasoning cast iron, and descaling appliances, to keep equipment in optimal condition. Follow the manufacturer’s instructions for care and usage to avoid voiding warranties and ensure optimal performance.

Having the right kitchen equipment is crucial for any chef, whether professional or amateur. From basic essentials like knives and cutting boards to advanced tools like stand mixers and sous vide machines, each piece of equipment plays a vital role in creating culinary masterpieces.

Proper usage and maintenance of these tools ensure they perform well and last for years, enhancing your cooking experience and efficiency.

Invest in quality kitchen equipment to improve your cooking and make the process more enjoyable. Take care of your tools and learn how to use them effectively, and you’ll elevate your culinary skills and create dishes that impress and delight.

Image: Los Muertos Crew via Pexels

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