A holistic approach to F&B venues and their staff

I have just received and read an interesting article:
To be honest, I do mostly agree with the article. Yes - a friendly, engaging, enabling atmosphere and approach to guests is important. However there is one big issue: Nowadays people (managers / directors) assume, that if you are good with guest engagement as well as complaint handling, you do have a winner venue.
I am sure, that you are not surprised, that I have got a very different opinion.

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