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Want to build a highly successful restaurant ? Then develop and sharpen your Hospitality Quotient .

Whether you are planning to open your own restaurant or you are an existing restaurant owner, your dream is to make your restaurant a highly successful restaurant and a favorite destination for food lovers.

Restaurant business is one of the hardest business in the world , because it has all kinds of moving parts that make it particularly challenging. And going into the restaurant business or owning the restaurant business requires certain skill , certain mindset.

Although many factors play their role making the restaurant a highly successful restaurant , Good Hospitality is the key factor and director of the making he restaurant highly successful restaurant.

A good hospitality not only creates memorable experience it also leaves a lasting positive impression on guests.And this makes the guests fall in love with the restaurant and thus becomes their most favored dining and socializing destination.

The guests not only become repeat customers of the restaurant , they also become the influencers of word of mouth publicity and indirectly influence the success of the restaurant.

Good Hospitality is the outcome of good hospitality culture of the restaurant. And good hospitality culture is the collective outcome of the Hospitality Quotient of all the individual persons working in the restaurant , from the restaurant owner to the each and every staff ,the waiter, the chef,the staff at the billing counter , the restaurant manager, almost everyone.

Now , the question is what is Hospitality Quotient and how to develop Hospitality Quotient in each individual involved in running the restaurant.

The Hospitality Quotient (HQ) is a concept developed by Danny Meyer, a renowned restaurateur and hospitality expert. HQ is a framework that measures and evaluates the level of hospitality in an organization or individual. It focuses on the emotional and relational aspects of creating exceptional guest experiences.

The Hospitality Quotient consists of four key elements:

Kindness: Kindness refers to the genuine care and consideration shown towards guests. It involves empathy, compassion, and a willingness to go the extra mile to ensure the well-being and satisfaction of customers. Kindness creates a welcoming and nurturing environment that fosters trust and connection.

Optimized Service: Optimized service means delivering efficient and effective service that meets and exceeds guest expectations. It involves anticipating needs, being proactive, and consistently providing a seamless and personalized experience. Optimized service ensures that guests feel valued and that their needs are consistently met.

Intelligence: Intelligence in the context of HQ refers to the ability to understand and adapt to the unique preferences and requirements of guests. It involves actively listening, observing, and collecting information to gain insights into individual preferences, allowing for a more personalized and tailored experience. Intelligence helps create a sense of anticipation and delight for guests.

Empowerment: Empowerment refers to giving employees the autonomy and authority to make decisions and take ownership of guest interactions. Empowered employees are confident, knowledgeable, and able to respond effectively to guest needs and requests. By empowering their team members, organizations create an environment where employees feel empowered to provide exceptional service.

The Hospitality Quotient framework recognizes that while technical skills and efficiency are important, it is the emotional and relational aspects of hospitality that truly differentiate an exceptional experience from a merely satisfactory one. By prioritizing kindness, optimized service, intelligence, and empowerment, individuals and organizations can create a culture of hospitality that consistently exceeds expectations and leaves a lasting positive impression on guests.

To understand and appreciate how much important Hospitality is in the restaurant business , in his book “Setting the Table:Transforming Hospitality Business” Danny Meyers says :

My appreciation of the power of hospitality and my desire to harness it have been the greatest contributors to whatever success my restaurants and businesses have had. I’ve learned how crucially important it is to put hospitality to work, ﬁrst for the people who work for me and subsequently for all the other people and stakeholders who are in any way affected by our business—in descending order, our guests, community, suppliers, and investors. I call this way of setting priorities “enlightened hospitality.” It stands some more traditional business approaches on their head, but it’s the foundation of every business decision and every success we’ve had.
Danny Meyer

It’s important to note that while the HQ concept was initially developed for the hospitality industry, its principles can be applied to any service-oriented industry or even in personal interactions to enhance relationships and create memorable experiences.

We hope you enjoyed reading the article . If you want to have deeper understanding about importance of hospitality in restaurant business , then the book “Setting the Table:Transforming Hospitality Business” by Danny Meyer is worth reading.

Does your Restaurant offer mere Food Service or Good Hospitality along with Good Food ?

Photo by Jonathan Borba

What key factors makes a restaurant highly successful ?

What separates a highly successful restaurant from average or failed restaurant ?

Why do people love to come to your restaurant ?

Why do people don’t come to your restaurant ?

Why do some restaurants are always full with people happily dining there ?

What attracts the people to go to a particular restaurant frequently ?

Does your restaurant provide food service or better hospitality along with good food ?

The above questions are not exhaustive , there may be more questions , which often comes in the mind of restaurant owners.

Opening,Operating and Running a restaurant comes with distinct challenges because of its complexity of operation. One big challenge for owners is the possibility of losing their investment and that of other investors, who may be friends or relatives. Too often, a restaurant failure endangers a family’s financial security because collateral, such as a home, is also lost.

Going into the restaurant business is not for the faint of heart. Opening and operating a restaurant takes dedication, high energy, ambition, persistence, and a few other ingredients.

Being into the software field and having being made software for Bar,Restaurant and Cafes , we have been indirectly associated with the Restaurant business for the past 15 years. Our association with Restaurant business gave us an opportunity to not only closely observe and study the restaurant business but also gave us the opportunity to observe and study the restaurant owners.

In the beginning of the making of software for Restaurants , there have been times , when we had to sit whole day and observe and study the operation and running of restaurant.

During the past 15 years what we observed was , that , if one restaurant shut down , then a new restaurant opened up. And this process is still going on in the market.

Now the question is what makes a restaurant highly successful and withstand the storms of the market.

Although location,good food,ambiance plays a crucial role in the success of a restaurant. What separates a highly successful restaurants from the failed one is , that , what type of atmosphere,energy and experience it creates for the guests .

How the guests coming to the restaurant feel ?

What type of atmosphere they experience ?

What type of energy they experience ?

The business of restaurant being a service industry is much more than providing mere food service. The business of restaurant is actually about providing good hospitality along with providing good food.

The restaurants which offer only food service often fails to succeed, and shut down within a short span of time . And the restaurants who provide good hospitality along with good food , distinguishes them from the rest of the pack. And this helps them to become most favorite eating and socializing destination by food lover.

While service and hospitality are related concepts that often go hand in hand, they have distinct meanings. Understanding the distinction between service and hospitality is the key foundation of creating a highly successful restaurant.

Service: Service refers to the act of providing assistance, aid, or support to someone. It involves delivering a particular task, fulfilling a request, or meeting a specific need of a customer or client. In the context of businesses, service can include activities such as serving customers in a restaurant, providing technical support for a product, offering guidance in a retail store, or assisting with administrative tasks. Service is primarily focused on addressing the practical requirements and expectations of individuals.

Hospitality: Hospitality, on the other hand, encompasses a broader and more holistic approach to creating a welcoming and enjoyable experience for guests or customers. It involves not only meeting their basic needs but also creating a positive and memorable atmosphere. Hospitality emphasizes the provision of comfort, warmth, and personal attention to ensure that individuals feel valued and well-cared for.

It encompasses elements such as friendliness,attentiveness, empathy, and creating a pleasant ambiance. Hospitality is often associated with industries like hotels, resorts, restaurants, and travel, where the aim is to provide a delightful and memorable experience beyond simple service.

In his book , “Setting the Table:Transforming Hospitality Business” Author Danny Meyer , beautifully explains the differences between service and hospitality.

The beautiful choreography of service is, at its best, an art form,a ballet. I appreciate the grace with which a table can be properly cleared. I admire the elegance with which a bottle of wine can be appropriately opened, decanted, and poured. There’s aesthetic value in doing things the right way. But I respond best when the person doing those things realizes that the purpose of all this beauty at the table isto create pleasure for me.To go through the motions in a perfunctory or self-absorbed manner, no matter how expertly rendered, diminishes the beauty. It’s about soul—and service without soul, no matter how elegant, is quickly forgotten by the guest.

Understanding the distinction between service and hospitality has been at the foundation of our success. Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel. Service is a monologue—we decide how we want to do things and set our own standards for service. Hospitality, on the other hand, is a dialogue. To be on a guest’s side requires listening to that person with every sense, and following up with a thoughtful, gracious,appropriate response. It takes both great service and great hospitality to rise to the top.
Setting the Table:Transforming Hospitality Business

When you are seated at the precise time of your reservation at the exact table and with the waiter you requested, that is a reflection of good service.When the right food is delivered to the right person at the right table at the right temperature at the right time—that’s service.

When you see a member of the waitstaff decanting a bottle of wine with care and grace, that’s service. When your empty plate is cleared from the table in a graceful manner, that too is service. When, in answer to your question, the waiter can explain the nuances of the wines on our list, that’s service.

But hospitality, which most distinguishes our restaurants—and ultimately any business—is the sum of all the thoughtful, caring, gracious things our staff does to make you feel we are on your side when you are dining with us. Our restaurants are not selective in doling out hospitality—we strive to treat first time visitors as well as many restaurants treat their regulars, and we do not give priority treatment exclusively to the privileged.

A great service is essential, but hospitality is what elevates an experience from ordinary to extraordinary. By combining exceptional service with genuine care and attention, restaurants can leave a lasting impression on their customers.

So,both service and hospitality are crucial in restaurant business to ensure customer satisfaction and build strong relationships.

We hope you enjoyed reading the article . If you want to have deeper understanding about service and hospitality in restaurant business , then the book “Setting the Table:Transforming Hospitality Business” by Danny Meyer is worth reading.

History Of Origin & Evolution of Restaurants

Image Source : artstation.com

You go to restaurant or cafe to spend memorable & pleasurable moments with your family and socialize with your friends, and you might have wondered and pondered that how and when the restaurants originated and how they evolved into the present day sophisticated restaurants.

The history of eating out and the development of restaurants is quite fascinating. The concept of public dining establishments has a long and diverse history that dates back to ancient civilizations.

While it is difficult to pinpoint the exact origin of the first restaurant, We will try to provide you with a general overview of the evolution of dining establishments throughout history.

Eating out has a long history. Taverns existed as early as 1700 B.C.E.

Ancient Egypt Civilization :

The record of a public dining place in Ancient Egypt in 512 b.c.e. shows a limited menu— only one dish was served, consisting of cereal, wild fowl, and onion. Be that as it may, the ancient Egyptians had a fair selection of foods to choose from: peas, lentils, watermelons, artichokes, lettuce, endive, radishes, onions, garlic, leeks, fats (both vegetable and animal), beef, honey, dates, and dairy products, including milk, cheese, and butter.

Ancient Roman Civilization :

The ancient Romans were great eaters out. In ancient Rome, a type of eating establishment called “thermopolia” emerged. These were small, street-side stalls that sold ready-to-eat food and beverages.

Evidence can be seen even today in Herculaneum, a Roman town near Naples that in 70 a.d. was buried under some 65 feet of mud and lava by the eruption of Mt. Vesuvius.Along its streets were a number of snack bars vending bread, cheese, wine, nuts, dates, figs, and hot foods.

The counters were faced with marble fragments. Wine jugs were imbedded in them, kept fresh by the cold stone. Mulled and spiced wines were served, often sweetened with honey.

A number of the snack bars were identical or nearly so giving the impression that they were part of a group under single ownership.

Bakeries were nearby, where grain was milled in the courtyard, the mill turned by blindfolded asses. Some bakeries specialized in cakes. One of them had 25 bronze baking pans of various sizes, from about 4 inches to about 1.5 feet in diameter.

After the fall of Rome, eating out usually took place in an inn or tavern, but by 1200 there were cooking houses in London, Paris, and elsewhere in Europe, where cooked food could be purchased but seating wasn’t available. Medieval travelers dined at inns, taverns, hostelries, and monasteries.

Medieval Europe:

During the Middle Ages, the concept of public dining began to take shape. In Europe, taverns and inns served as gathering places where travelers and locals could eat and drink. These establishments often offered simple fare, such as soups, stews, and bread.

The first café was established in then Constantinople in 1550. It was a coffeehouse, hence the word café, the French word for coffee . 6 (Both café, usually described as a small restaurant and bar, and cafeteria, fi nd their roots here.) The coffeehouse, which appeared in Oxford in 1650 and seven years later in London, was a forerunner of the restaurant today. Coffee at the time was considered a cure-all. As one advertisement in 1657 had it:

“Coffee closes the orifices of the stomach, fortifies the heat within, and helpeth digesting. . . is good against eyesores, coughs, or colds”

Lloyd ’s of London, the international insurance company, was founded as Lloyd ’s Coffee House. By the eighteenth century, there were about 3,000 coffeehouses in London. Coffeehouses were also popular in Colonial America. Boston had many of them, as did Virginia and New York.

Guilds and Cookshops:

In the 12th century, guilds began to emerge in Europe, consisting of skilled artisans and tradespeople. Some guilds, like the Cooks’ Guild in France, established cookshops that catered to members and the public. These cookshops marked an important transition towards specialized establishments focusing on food preparation and service.

Restoratives and Public Dining Houses:

In the 18th century, a new type of dining establishment called a “restorative” appeared in Paris. These establishments, also known as “bouillons,” offered affordable and nourishing soups to the general public. They gained popularity and laid the groundwork for the modern restaurant.

The Birth of the Restaurant:

The term “restaurant” originated in France in the 18th century. The first modern-style restaurant is often credited to a man named A. Boulanger. In 1765, Boulanger opened a shop in Paris, serving restorative meat-based broths. He called his establishment “La Grande Taverne de Londres,” which eventually became known as a restaurant.

In the eighteenth century, with the exception of inns that were primarily for travelers, food away from home could be purchased in places where alcoholic beverages were sold. Such places were equipped to serve simple, inexpensive dishes either cooked on the premises or ordered from a nearby inn or food shop. Tavern-restaurants existed in much of Europe, including France and Germany, which had Winestuben serving wine, Delicatessen (delicious food), sauerkraut, and cheese.In Spain bodegas served tapas. Greek taverns served various foods with olive oil.

The French Revolution and Culinary Influence:

The French Revolution in the late 18th century played a significant role in shaping the restaurant culture we know today. As aristocratic households were dismantled, many chefs and cooks lost their positions and turned to opening their own restaurants. These establishments began to offer diverse menus, showcasing the culinary skills and creativity of chefs.

Industrialization and Global Spread:

The 19th and 20th centuries witnessed significant advancements in transportation, industrialization, and urbanization. These changes led to the growth of restaurants worldwide. From elegant fine dining establishments to casual cafes and fast-food chains, the restaurant industry expanded to cater to a wide range of tastes and budgets.

Today, restaurants are an integral part of our social fabric, serving as gathering places for celebrations, business meetings, and everyday meals. They reflect the cultural diversity and culinary traditions of different regions and continue to evolve to meet the changing demands and preferences of consumers.

It’s important to note that the history of restaurants is a complex and multifaceted topic, and there may be variations and regional differences in the development of dining establishments.

Bibliography : The Restaurant : From Concept to Operation by John R Walker

Source : The Restaurant : From Concept to Operation by John R Walker

What Key Factors Make your Restaurant Highly Successful and Highly Profitable ?

Restaurants play a significant role in our lifestyles, and dining out is a popular social activity. Everyone needs to eat—so, to enjoy good food and perhaps wine in the company of friends and in pleasant surroundings is one of life’s pleasures. Eating out has become a way of life for families. Today, more meals than ever are being eaten away from home.

Opening & Running a restaurant in a unique and distinct way to make it a favorite dining destination for food lovers is a distinct challenge.

Every year many restaurants shut down and many new restaurants open up. Not all restaurant owners succeed in making their restaurant a highly successful restaurant where people love to dine with family and friends.

To make the restaurant successful with reasonable return on investment is the dream of every restaurant owner. Running a successful restaurant requires a different kind of mindset and a different kind of skill set.

Danny Meyer , a renowned and famous New York City restaurateur and the Founder & Executive Chairman of the Union Square Hospitality Group, in his book “Setting the Table” shares valuable lessons , insights and also talks about mindset and skill set required to make your restaurant highly successful and highly profitable.

Some of the valuable key points from the book “Setting the Table by Danny Meyer will help you to gain insight and knowledge to make your restaurant highly successful and highly profitable :

Hospitality is Key: Danny Meyer believes that hospitality is the most important aspect of the restaurant business. He defines hospitality as “the art of making people feel good when they are away from home,” and believes that it is what sets great restaurants apart from good ones.

“the art of making people feel good when they are away from home,” and believes that it is what sets great restaurants apart from good ones.

It’s All About the People: Meyer believes that hiring the right people is crucial to the success of any business. He looks for employees who are passionate, genuine, and committed to hospitality.

Create a Unique Experience: Meyer believes that a restaurant should offer a unique experience that cannot be found anywhere else. He strives to create restaurants that are “one-of-a-kind” and that offer something special to every guest.

Consistency is Key: Meyer believes that consistency is crucial in the restaurant business. He strives to provide the same high level of service and quality food at all of his restaurants, and works to ensure that every guest has a consistently excellent experience.

Be Willing to Change: Meyer believes that it is important to be willing to change and adapt in order to stay relevant and successful. He is constantly looking for ways to improve his restaurants and to stay ahead of the curve in the ever-changing restaurant industry.

Meyer’s philosophy is based on creating a unique experience for every guest, while also staying true to the core values of consistency, adaptability, and giving back to the community.

Build Community: Meyer believes that a restaurant should be more than just a place to eat – it should be a community gathering place. He strives to create restaurants that are welcoming and inclusive, and that bring people together.

Give Back: Meyer believes that businesses have a responsibility to give back to the community. He is involved in many philanthropic initiatives and believes that restaurants can be a powerful force for good.

Overall, “Setting the Table is a guide to creating a successful restaurant business that is centered around hospitality, people, and community. Meyer‘s philosophy is based on creating a unique experience for every guest, while also staying true to the core values of consistency, adaptability, and giving back to the community.

If you are a restaurant owner then this book “Setting the Table is a must read . Reading this book is worth more your investment in buying this book.

You can click here to buy this book and transform your restaurant into highly successful and highly profitable restaurant by implementing the valuable lessons and insights shared in the book “Setting the Table by Danny Meyer .