Transforming Your Hospitality Business: Insights from Joel Satchi at Restaurant & Bar Tech Live

Introduction

In the dynamic world of hospitality, staying ahead of the curve is the key to success. Joel Satchi, the visionary Co-Founder of EMenu Now, was a keynote speaker at the Restaurant & Bar Tech Live event- where he shared a treasure trove of knowledge and insights enabling a successful hospitality business.

Maximising Customer Value

Joel kicked off his keynote with a powerful message: the secret to success is maximising the value of your customers. It is all about turning an ordinary £10 customer into a £10,000 asset. How, you ask? It begins by taking control of your customer's journey and data. In an era where personalisation reigns supreme, owning this information can lead to remarkable customer experiences and unwavering loyalty.

What is the cornerstone of prosperity in the hospitality industry? Strong and lasting connections with your customers. Joel highlighted the significance of nurturing these relationships, making your customers more loyal than ever. By doing so, you not only retain your clientele but also turn them into enthusiastic brand advocates who cannot stop singing your praises.

Delivering to Your Customers

To resonate with the diverse customer base, brands should prioritise being 'introvert-friendly', recognizing that 70% of their customers fall into this category. This can be enabled through hybrid ordering systems that cater to both introverts and extroverts, enhancing the overall dining experience. Let us not forget that a happy customer spends more- therefore once they feel catered to, things like premiumisation and smart upselling strategies, while simple, prove to be effective ways of increasing revenue.

In our fast-paced world, convenience is king. Customers want instant access to your menu without the hassle of downloading an app. Impatient guests are less likely to wait for more than 45 minutes for their meal and often choose an alternative venue if they anticipate a lengthy wait.

In the era of ongoing health concerns, safety is a top priority for guests. Four out of five guests are more likely to choose a restaurant that promotes safety, and they are even willing to spend approximately 10% more for peace of mind. Thus, using effective communication of safety procedures; including allergen safety would add extreme value to your menu and services.

What About Staff?

We all know that an unhappy employee means productivity goes down the drain. So what do we do? Well firstly we could start off with recognizing their efforts through finding innovative ways to motivate both front and back-of-house staff.

One way would be to establish 100% transparency around tips. To do this, there needs to be a way in which your back-of-house staff are always informed. For example, you could use software that enables your tips shown on kitchen tickets.

Feedback! Feedback! Feedback! Why not let your kitchen staff know how their culinary creations are tasting or if FOH customer skills are excelling. Additionally, keeping customers informed about item availability in real time is also essential for managing expectations and ensuring a seamless dining experience. These practices align with the core principles of enhancing customer satisfaction and making sure your staff do not feel undervalued and overloaded.

Finding The Right Tech Integration

When selecting a technology provider, it is vital to consider several critical factors. With more people switching to digital solutions, the hospitality industry is experiencing a transformation like never before. However, many companies merely provide a QR code and disengage, which is insufficient. To ensure a seamless transition, proper change management and staff training are crucial. Equipping your staff with a comprehensive understanding of the benefits of the system is essential for successful implementation.

Furthermore, assessing whether the provider offers extended support and the ability to integrate with your existing systems versus investing in additional hardware is paramount. Do not forget to carefully examine the ongoing costs of integration to make an informed decision. In this tech-driven era, prioritize the quality of support and integration over price when choosing your technology partner, as these factors play a pivotal role in the long-term success of your business.

We're on The Cusp of Something Remarkable…

Your stage is set, and the spotlight is on. The hunger for dining out, aptly coined as 'revenge spending,' is undeniable. The scope of your service has expanded like never before, with opportunities spanning nationwide delivery, enticing meal kits, and the enigmatic world of ghost kitchens. What is more, the digital arsenal at your disposal offers you countless tools to craft unforgettable experiences, all while maintaining a budget-friendly approach.

In this exciting journey, remember that at the heart of it all, hospitality remains about the people. Technology, as a faithful ally, is here not to replace but to empower your team, helping them provide unparalleled experiences to your cherished guests. So, embrace the possibilities, elevate your brand, and let the hospitality industry's bright future become your reality.