Much is being said about passion in F&B service. How do we in F&B get and keep this passion in our outlets? Let’s examine this elusive quality step by step:
1. We cannot get or give passion through training, mentoring, coaching, and the slew of other human resource tools most of us have been taught. Instead, the basic burning desire to GENUINELY serve our guests will show itself through an associate’s actions. We aim to recognise this passion when interviewing new employees and nurturing it with our current team.
2. One cannot develop or recognise something they don’t have. An honest SELF-ANALYSIS of one’s view of guest service will reveal if you genuinely have a passion for guest service or if your position is just a job. Without love, our departments will be adequate but never outstanding in service to our guests.
3. The hotel’s culture will determine if passion thrives in that environment. Power MUST start at the top (i.e., General Manager, Managing Director, etc.). If that top executive doesn’t show sincere guest service passion in their actions, then neither will managers and line employees. If we become so profit-driven that we compromise the tools needed to provide EXCELLENT guest service, passion will die, guest satisfaction will decline, and eventually, hotel profit will decrease.
4. Private agendas, politics and cliques are a sure way to keep passion from developing and growing in our departments. Passion for guest service goes across department lines, personal opinions, and self-driven goals. The desire should be that our guests have a FANTASTIC experience in our hotel… period, end of the sentence. This means our department’s contribution to that total experience is crucial.
Finally, it is straightforward for most of us to point out another department’s lack of passion. Unfortunately, we sometimes fail to see our own department’s passion shortcomings. Keeping the F&B department PASSION LIGHT lit may help illuminate the whole hotel. I’m willing to try, how about you?
