After years of celebrity cooking shows, and amateur dinner parties, how interesting that the next TV subject should be service with Michel Roux’s new BBC2 show. In fairness it was always coming as B&B’s were being rated by their contemporaries and hotels inspected by industry doyens.
What’s so interesting about this program is that it could mark the beginning of a cultural shift in understanding that service, in the hospitality industry, is the key differentiator. How many times have you been out for a meal only to have it spoiled by an over burdening or under interested member of staff.
A few years ago I read an article that suggested the reason we suffer from a poor service culture is that our influences are not American based. In ‘new’ Europe television has been heavily biased towards American shows depicting service roles as normal, not menial. “Have a nice day” is not derided. McJobs are not sneered at. The result? Well, the vast majority of great hospitality experiences in this country are now delivered by an immigrant work force.
It’s still difficult to trade successfully in these austere times. It’s also pretty challenging to create a point difference or competitive advantage. For every hospitality-based business though, great service is the key. Lets hope that it becomes the norm rather than the exception.
Nick Goring, Banana Kick
