With her experience in both the Hospitality industry and the Food & Beverage industry, the one who has seen it all; we were curious about her take on the similarities between both industries. She shared with us, the three key issues that is plaguing both industries. They are the the lack of qualified manpower, the turn over rate of staff, and the lack of feedbacks from customers.
As she explains her points on the lack of feedbacks from customers, she said “our guests, our customers; both for FnB and Hotel, we can never really say this is it. This is the product I have and now the customers can just come and buy our product or our service. You still need to keep listening to your customers, so i think sometimes not enough hotels, not enough restaurants do that”. As she proses a question, to all hospitality, and Food & Beverage industry players, “are you listening to your customers, what works and what doesn't work for them?
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Another issue mentioned by Llse, is the high turnover rate in staff that is seen in both industries. As she addresses this issue, she explains that to lower the turnover rate, "motivate your staff enough so that they do not walk away”. As she adds on, and stresses the need to communicate, recognise, and coach your staff, “motivating staff by better communicating with them and to give individual recognition. As well as face to face time and coaching”.
Many factors, and issues could cripple the success of your company; be it hospitality or food & beverage. However, with the right kind of mentality towards staffing and feedbacks, these issues can be overcome. It is through this interview, we can see the similarities both industries have; and we hope to not just learn from each other but to assist each other as well. If you have any thoughts or comments regarding this article, do drop us a comment!
WSQ: Building Positive Customer Relationships