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    From Service to Experience: The Guest Perspective Paradigm
    From Service to Experience: The Guest Perspective Paradigm
    From Service to Experience: The Guest Perspective Paradigm
    Ebook119 pages1 hour

    From Service to Experience: The Guest Perspective Paradigm

    By P. Vincent Stasen

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    About this ebook

    A detailed look at how we got here. What and who impacted the industry the most and contributed to its instability. Points out the market share restaurants did not even realize they had excluded. Third party scavengers with little interest in success that fed on profits and data, now can be pushed off and left to feed elsewhere.

    Centralizing control of operations, simplicity in approach will allow owners to relax and keep profits, retain the staff so vital to success.

    The author has taken almost seventy years of experience in his network of industry artists, the practices of close to fifty different models and cherry picked the most successful approaches to every faucet of operations. Including specialty dining markets, reservations, orchestrated dining floors, professional development into one branded paradigm. The guest first paradigm .
    LanguageEnglish
    PublisherBookBaby
    Release dateJul 20, 2020
    ISBN9781098318604
    From Service to Experience: The Guest Perspective Paradigm

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      Book preview

      From Service to Experience - P. Vincent Stasen

      forward

      Preface

      This book was written to provide the restaurant industry operational standards and options after the pandemic of twenty-twenty. We are still in the thick of things, most restaurant dining rooms are still closed. As reopening approaches, I hope a disruption, of this kind never happens again. Privately, I have called the corona-virus-19 the reformation of the restaurant industry. There were far too many players in the game, employing the farthest thing from service professionals imaginable. Restaurants have changed in ways that can make a dining experience unrecognizable. Each business or owner rewriting the rules and changing one thing or another. Reservation systems. The ability to plan and control your restaurant is controlled by one or more apps. Employee training, development, (ahem) retention; (I can feel you shift in your seat). exists only in the big chains. The direction the industry is or was going made dining unpleasant to say the least. Tables appeared with digital devices so you can order without the server. You still probably cannot charge your mobile device, and your chances are fifty-fifty if there is a spot to hang a purse or handbag.

      All the technology centers around making the restaurant job easier, more efficient, for the business. While retailers, entertainment, and craft industries focus on the convenience of the customers by opening online stores. Streaming digital content, multi-platform marketing. Restaurants just could not seem to hold a reservation. It took a pandemic and a national shut-down to force restaurants to value take-out orders or develop digital ordering. Spend a few months in a social media platform group forum, for owner’s, or Industry Professionals and it is copy this, buy this app, use this service. New and original ideas are overlooked for the easiest way possible. If the restaurant industry were to build houses, they would be glued together with a Sysco branded flour and water glue. No big deal they build millions of homes and no one really cares about glue or nails. The developer would not even know your name unless someone develops an app for that too. Raise prices, buy another app, make the guest pay for it.

      The dependency on apps, and a lack of leadership is hurting the industry. Fueling the transition to Robo-McD’s. I believe they can entirely automate leaving one person in a nice box just in case of a problem. The future of dining through feeding click based ads and autonomous business. Back to reality.

      Now facing a future with fewer tables there is a panic. How can you afford all those apps and profit while remaining competitive? It is not going to work now. Now, when you must fall back and do the work yourself. You do not know how or what to do. Digital applications have stolen the art from the artist and pushed aside the Restauranteur. The business model of these apps; get operators to look for a solution, take control and balloon the payments. Reservation systems costing two-hundred-and-fifty dollars a month for something you can do yourself, with a pen, paper, and a Reservation book. No payments to make, no need for a wireless internet connection. I can offer you this as the least you will have after reading this book. You will understand how to handle reservations without needing the reservation application you are using. Use the one in this book and save all that money.

      The answer to what to do next is not going to sound new. You already know it but, you have not applied it to yourselves. We limit the number of tables, or the number of guests to our service staff because, we know with less tables, there are less mistakes, and the attention and quality of service is better.

      The same applies to you. You will be receiving fewer tables. This will allow you to provide a better experience. There is no reason you cannot survive and potentially improve with fewer tables. Remember the fewer tables is just the mode of reentry. Your business will not be restricted forever, and you will have a larger pool of diners. There will be a lot of closures. National chains have filed bankruptcy, and their franchise owners will likely suffer. You the small business have all the advantages. Just because your occupancy is limited it does not mean the people have disappeared. There was no rapture. The guests will be there, and you will be able to handle them better.

      You just need a different paradigm.

      Introduction

      The methods and practices described in this book will be geared towards permanent solutions for every full-service restaurant. Since full-service needs to be clarified, full-service means you have staff available at tables to assist in dining. Detailed within this book you will find, the fundamentals of table-side service, solutions for employee training, development, and retention. I will detail the difference between service and experience. Walk you through building an experience in your dining room., I offer proven strategies to success. and hopefully, end a few restaurant myths. Who the heck started this club soda thing, anyway?

      I have attempted to be as thorough as possible. To keep contained in this book all the information you need. When the path forward seems uncertain you stick to what you know. Go back to the basics and wait until things become clear. I have already seen prices skyrocket. Fees being attached to guest checks. Table rent and all manner short cuts to doing what a restaurant does. Should do. I will explain the parts of what your experience can entail. Proper service practices are included. Then, all the information your staff will need. I will post to the PSrestaurants.com site any supplemental material requested. I have attempted to supply enough detail to make the broadest appeal. I have also written to inform the person who is new to the industry and the other readers. The individual server, The frequent diner, and the otherwise curious. Here is how it should be, no matter where you go. If you read and agree with the information and approach, then ask for it when you see it missing from a business. I have also left a digital forum on the PSRestaurants.com website to engage as many of you; either upstairs, or downstairs, as I am able. If you should have any questions, please communicate.

      It is very possible the doom and gloom projected does not happen. That dining out will not change. The Restaurant Gods are wonderous beings. All the shower curtains and plastic dividers, all the extra steps might be doom for the places that over reacted. After all my years I know this, no matter what you are doing when you want to correct or adjust its best to go back to the basics. Quarterbacks are in football are said to always be refining their fundamental mechanics. That is what this is. The fundamentals of Dining out.

      For the first time in my life the little guy has the advantages over the big guys in the restaurant industry. The next generation who will be shaped by this is subconsciously watching. The same we all did when we were younger. It is imperative to get you to a firm place in order to get you to the next evolution of change.

      This is the new paradigm of full-service. An approach to restaurants that places the guest experience as the focus of its efforts. We have told servers we limit your sections to ensure you provide excellent service. We now must eat those words and prove it. Piece of cake.

      Welcome to The Guest First Perspective

      Where Dining Was

      I can remember when I was a child, dinning felt and looked completely different than it does today. Deep warm colored booths large enough to accommodate six people comfortably. Low lighting and candles set an atmosphere of intimacy. Cloth covered walls muffled sound for private conversation. Which is the opposite of current design trends. The experience has been reduced to math. Too much over-thinking in design. Architecture of vast open spaces, exposed duct work, no walls., and enough wood and metal to bounce a mouse fart off the walls eight times. They build for cold numbers. Many of these places make it physically uncomfortable to stay too long Trying to have a conversation with the person seated across from you has a better chance if you were the passenger behind a motorcycle driver and your both wearing helmets.

      I expect that once in-house dining is permitted. The initial dining market response will be better than anticipated. The restaurant Gods have seen all the changes being made so naturally they will test you. This likely is going to be short lived. Two or three weeks and then a dwindling. The American public has been inside for weeks and isolating

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