Tips and Resources, Uncategorized

Restaurants Getting Beat Up by Hotels (again!)

A recent article by Restaurant and Institutions showed a survey done by Coyle Hospitality Group a market leader in providing mystery shopping and quality measurement to the hospitality industry—conducted 100 assessments of 50 restaurants and 50 hotels in five major markets: New York City, Los Angeles, San Francisco, Chicago, and Miami. When the mystery shoppers called, they inquired about hosting a holiday party for a small-to-mid-size group. Sales staff were then rated on such categories as:

  • Professionalism
  • Prospecting
  • Rapport building
  • Advancing the sale

And in a word,restaurants failed. To see the results click here

Why did restaurants do so poorly compared to hotels? The simple answer is technology. For over 15 years hotels have been using some type sales and catering system to aid them in prospecting, understanding the customer, saving time, and speeding up response time to incoming inquires.

Restaurants are still using paper to manage the private dining business. The results of this practice is lost sales and relationships with customers and prospects.  If restaurants would slow down to speed up they would see that the paper system is time consuming which makes everyone “too busy” to spend time with customers and advancing the sale with prospects.

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