The global pandemic has undoubtedly changed the way we live forever. As well as having had a significant impact on our livelihoods and the economy, it is also vastly changing the way we operate as a sector.
Hospitality has always been great at adapting, especially in contract catering where change is part of our DNA.
Currently, there is a lot of discussion around volumes, styles of service, and food concepts, but the one key element that will determine the success of businesses when they return is their people.
People provide service, and service will be crucial — not only in enabling businesses to delight guests as they return — but also to give them assurances about safety measures being put in place.
It’s no exaggeration to say that front-of-house has never been so important.
With this in mind, we spoke to three of the most iconic front-of-house professionals in the UK to get their take on how service will need to adapt and evolve as the sector recovers.
Edward Griffiths CVO, who was previously Deputy Master of the Royal Household; Sergio Rebecchi MdL, formerly of the Grosvenor House Hotel and Chez Nico; and Silvano Giraldin MdL, who spent almost 40 years at Le Gavroche, one of the UK’s most established restaurants.
All are trustees of the Gold Service Scholarship which was set up in 2012 to inspire, educate, and nurture the UK’s finest front-of-house talent.
Service Tips from Edward:
- Prepare well, ensuring you know your menu, perform well, and review the service to see where you can improve the next day.
- Empathise, smile, and be confident.
- Always check your appearance and check again during a busy service.
- Be alert and anticipate. Scan the room, making eye contact with the customer where necessary. Watch for that host in need of assistance, too.
- In these restrictive times, find a mask that allows you to breathe. Sanitise your hands frequently and be aware of hygiene regulations. Since the customer cannot see your face in full, ensure you communicate clearly and smile with your eyes.
- Be positive and guide your guests who may not be sure of all the new changes that have been introduced.
- Teamwork is paramount — as is enjoying what you do. A customer can detect a happy environment and will feel looked after and relaxed as a result.
- Be happy in the knowledge that we are here to serve again, keeping that in the forefront of your mind when creating a great experience for guests.
Service Tips from Sergio:
- Use clear language, engage with customers politely, and keep eye contact at all times.
- Display an upright posture, positive demeanor, and overall sense of
- Show that you are in control and conversant with your establishment procedures.
- Proactively inform customers of your establishment’s actions in implementing safety measures such as sanitisers, table distancing, and QR codes for menus.
- Frequently ask yourself whether your performance is building trust with customers.
- Smile with your eyes and show you care.
- Combine “mime” actions with verbal communication.
- Demonstrate awareness of delivering tasks safely and hygienically.
- Wear impeccably clean uniform, including masks.
- Be aware that customers will be watching and monitoring your “safe” working practices.
Service Tips from Silvano:
- Listen with your eyes as well as your ears. Customers will more often try to catch your gaze than call out when in need of assistance. Maintaining eye contact is also a reflection of confidence, attentiveness, and sincerity.
- We give out information not just through our words, but through our body language, too. An open stance in which your limbs are not crossed and your body is free of any barrier creates a welcoming and confident atmosphere, while communicating to the customer that you are approachable and friendly.
- When it comes to customer service, a positive attitude is one of the most important ingredients. Putting yourself in the customer’s position and viewing a situation from their eyes allows you to handle any issues quickly and sensitively, and in turn, positively influence the customer’s attitude and response.
