The hospitality industry, especially restaurants, has been notoriously bad at embracing technology. I’ve written many a time before how computer assistance, when used cleverly and behind the scenes, can dramatically improve a guest’s experience in a restaurant or a hotel.
For instance, being able to keep on record a diner’s preference for still or sparking water, a favourite wine, or any dislikes or allergies is incredibly powerful. But as I was reminded recently during a frustrating dining experience – it doesn’t matter how good the technology, if it’s not being implemented by a person who has a passion for and understands hospitality, it can almost be rendered useless.
It’s the combination of a warm smile and a sharp eye for detail that makes all the difference.
Have a good week.
Adam