DO YOU THINK YOU HAVE WHAT IT TAKES? Attributes for success in hospitality! READ THIS!

So you want to manage or own a hospitality business, you are not alone.

Despite the crippling effect of COVID causing the closure of many businesses, and now the economic climate with terrifying rising costs there is now a huge appetite for some people to become their own boss, and hospitality remains the idyllic dream for many.

Whether it is a little deli, cafe, bistro, bar, pub or restaurant the lure and opportunity is now there to grasp as other businesses close, there is a queue to be the next person to take control of their own destiny. 

Well, that is the idea anyway, but what lies beyond the hopes and dreams can be your worst nightmare, hospitality has the worst failure rate for new businesses.

Its hard out there and even your utopian vision of perfection is not going to help you when the customers fail to show up or spend.

A business really is a reflection of the owner. I want to to spend a little time then to look at what makes the best hospitality business owner, and some of the all too common mistakes some people naturally fall into. 

What a great opportunity to use an Alice in Wonderland reference as well, my avatar is The White Rabbit after all...

Just like Alice you are faced with a choice, a path to Wonderland or if you choose poorly... well, you could simply end up somewhere, and you wouldn't want that.

 

How to do things right first time

The first step to success is to have a clear vision for your business. 

Ask yourself, what is going to make you attractive over everyone else.

What kind of pub or restaurant do you want to create? What kind of food and drink will you serve? Who is your target market? Will your target market buy your idea, if not what will they buy? Is there enough of them to sustain you?

Once you have a clear vision, you can start to develop a business plan.

Your business plan should include detailed information about your business, including:

Your target market

Your competition

Financial projections

Marketing plan

Staffing plan

Once you have a business plan and you have absolutely no doubt that it will work, and you have eliminated any threats then you need to start building your team. 

You will need to hire the right staff to run your pub or restaurant and this is area is not to be overlooked. Your team are crucial to executing your plan so invest in them by support and training, and be conscious that they are working unsociable hours for you, so maybe look at a fair rota system to avoid burn our and retention.

You will also need to find suppliers for your food and drink..

Avoid budget ingredients, especially when they are main components of a dish. Take a cooked breakfast. a universally recognized plate of food. How do you make it stand out? Simple, make the things that matter the best you can. Carnivores will go weak at the knees for a meaty banger right?  Use the best you can find, not a catering pack of 32% meat frozen things or even a pack sausages from a supermarket.. people have to leave saying wow, not just nice, people don't rush to return for mediocre.

It is important to create a positive and welcoming atmosphere for your customers. 

This means making sure that your pub or restaurant is clean and well-maintained. If you are serving food or drinks you have to be sterile, cleaning routines are more important than most care for, don't make the mistake of letting cleaning things (other than the obvious tables) become the thing you do when you can be bothered.

It also means being friendly and welcoming to your customers. It sounds ridiculous to say, but you see if far too often where basic greetings and people skills are not given. Sometimes customers are treated as just inconvenient nuisances. Instant red flag for any customer.

Manage your business well. 

This means keeping your costs down, being efficient, and making sure your staff are happy.

I call it the "Law of Attraction"

If you can provide your customers with a great experience, the become attracted to you and they will be more likely to come back and recommend your pub or restaurant to others. 

This will help you to grow your business and achieve success, year after year as long as you keep being attractive.

Be prepared to innovate in order to maintain that attraction.

The food and beverage industry is constantly changing, so you need to make sure you're always up-to-date on the latest trends.

Be passionate about your business. If you're not passionate about what you do, it will show in your food and your service. If the market and spending habits change, then consider changing with it.

Here are some key tips for being a successful publican or restaurateur:

• Stay up-to-date on the latest trends in the industry.
• Be willing to adapt to change.
• Be creative and innovative.
• Be passionate about your business.
• Work hard, but smart. Your business moves all the time, don't let yourself get left behind.

There are many limiting behaviors of owners of  hospitality businesses.

This is a very human led business and sometimes people cannot separate themselves from the business, both physically and mentally. Here are a few cracking examples of what NOT to do.

 Are you someone that is this?

• Thinking you being the owner makes you the boss. Think stereotypical pub landlord, the guvnor. This dated and limiting attitude is a major reason why businesses fail.
• Making poor decisions because you don't understand your market or product. You've made the menu with things you like. Look who lives around you, why have people come to your area? What might they like?
• Making your pub an extension to your home. Your commitment is to making the business the best it can be, not doing the bare minimum puffing on an E cigarette at the bar because you can.
• You don't self promote, or fail to see the value in relevant advertising? Have you still got posters up from last year advertising the world cup? Are the snap boards in the toilets empty? You have to make self promotion a priority, and professionally produced.
• Fall short on customers expectations. If someone says the meal was fine or nice, they really don't mean it. The food has to be fantastic and way better that what you can do yourself or what's the point, convenience is a luxury people can't afford, the value is in the wow!
• I've been doing it this way for years, I know best. The last words of a publican right before they close only for someone to come in behind and transform the place. 
• Areas of the place need attention but you don't make the time. Come on! The toilets are a prime example. You might have used a toilet brush and a bit of bleach but look around, this should be the most hygienic area in your premises, if its thick with dust, grimy tiles or a urine stained floor you are going to be judged on hygiene, this is where you show your true self.
• Handle complaints badly. The customer may not always be right, but what ever is wrong do what you can to make it right. Arrogance and indignation have no place here.

If you recognize any of these in your own business then make a change today, it is never too late to change.

Hospitality can be everything from the hardest environment to the most fun. How you develop your business is key to all of this. Be honest with yourself, play to your strengths and build on your weaknesses. Understand that change is always an option but above all remember why you are doing this, and this is to make money making many people happy. Never forget The Law of Attraction.