Hosting vs. Serving a Room
In the world of bars, creating a memorable experience for patrons goes beyond just mixing drinks and having the right ambiance. Creating a positive impression for your customers can create experiences that will bring your guests back for more. To create that lasting impression it is important to focus on hosting your guests, rather than just merely serving them.
It’ll be easy for a guest to tell the difference between being served and hosted too. A room thats being served will feature staff doing the bare minimum of taking and fulfilling orders. Patrons may be glued to their phones and the room will feel drab. A room being hosted will feel alive with energy and ambiance. Guests and staff are excited to be there and the room is loud with conversation and laughs. Read on below to learn some of the key differences and how to bring your service to the next level.
Phase 1: Make a Connection
Start with a Genuine Greeting
The service journey should always begin with a warm and authentic greeting. Whether patrons are regulars or first-time visitors, a genuine smile and welcoming hello set the tone for the entire experience.
Soften Your Face
Staff should convey approachability through body language. We took a cue from our (few) yoga classes over the years to “soften your face”. In simple terms, take a breath, exhale, and smile as you approach a guest. When you have 100 different tasks on your mind during a busy service, it’s easy to appear tense and unapproachable. Softening the face sends a message of friendliness, and all customers deserve to feel welcomed from the moment they step through the door.
Feel Out the Situation
Understanding the vibe of the guests is crucial. Staff need to be intuitive and pick up on cues to tailor their service approach. Are guests in a celebratory mood or looking for a quiet evening? Adjusting the style of service accordingly is key to connecting on a personal level.
Phase 2: Direct an Experience
Make Real Recommendations
Standing out with service is way more than just jotting down orders. Knowledgeable staff who can recommend drinks based on preferences or suggest pairings that complement the atmosphere elevate the experience from transactional to memorable.
Give Service That Makes Sense
Professionalism meets personalization when service is intuitive. Anticipate needs to provide a seamless experience, such as refilling water glasses without prompting. Small acts can contribute so much more to the overall satisfaction of patrons.
Create Comfort in the Surroundings
The ambiance of a bar is more than just aesthetics; it's about creating an atmosphere that resonates with guests. From the lighting to the music selection, every element should contribute to a comfortable and enjoyable setting.
Phase 3: Leave a Lasting Impression
Check-in Regularly
A truly engaging experience involves consistent attention. Checking in regularly ensures that guests feel valued throughout their visit. This can be a simple inquiry about satisfaction or a thoughtful gesture, like offering a complimentary sample of a new cocktail. While it's important to consistently check-in, be sure to give your guests the time and space needed to chat and sip their drinks.
Stay Focused on the Details
It's often the little things that make the biggest impact. Paying attention to details, from ensuring drinks are served with the proper garnish, to providing personalized recommendations based on previous visits, demonstrates a commitment to excellence.
Be There for Thank You and Goodbye
The departure is as crucial as the arrival. Being present during the farewell, expressing gratitude for choosing the bar, and offering a sincere goodbye contribute to a positive and lasting impression.
The difference between hosting a room and serving is not merely semantic. It's a strategic approach to creating a memorable experience for your guests that goes beyond the transactional nature of the service industry. By building a connection, creating a personalized experience, and leaving a lasting impression, bars can differentiate themselves from their competitors and build a loyal clientele.
Are you looking to train your staff and give them the confidence needed to host rather than serve? Look no further than Unfiltered Hospitality. We offer staff training and menu development services. Schedule a call today!