The importance of education and professionalism in the hospitality industry
Service is the final act of a great story. When a guest decides to trust a hospitality facility again, in this case a restaurant, a number of factors influence their decision. Measured in percentages, service leads the decision with over 55 %, ahead of the quality of food and ambiance.
In order not to neglect the sales aspect, because let's not forget - service is not only etiquette, speed, manners but also sales, it is important to educate the staff. Manners, knowledge and etiquette affect the trust of the guest. When trust is gained, then targeted sales also occur because it is certain that we know what we can offer best in our house. Then everyone is satisfied, us with targeted sales, and the guest with a sincere, eloquent and good recommendation.
Wine should be recommended to the guest by trained staff in a standardized manner. It is necessary to take time for the guest, to find out what style of wine he prefers. If the guest has a wine culture and expresses his preferences, then only trained staff can match him in conversation and recommend something from our region, which matches the style that the guest prefers. If the guest is just getting to know the world of wine, then we can create emotion for him with our knowledge and recommendation and direct him in the direction that our wines will be his favorite. Therefore, wines are sold by trained staff, sommeliers or people who serve and absorb and learn wine culture. The wine list should be the last to sell wines. A warm, sincere and competent recommendation is something that the guest remembers.
Knowing who was creating a new brand on the market, my curiosity for this story grew. I was convinced that Toni Babić, my colleague and top sommelier, would not just go out into the world without an "ace up his sleeve". He presented his wines to me six months ago and even then I had a vision of tasting them again, but this time in Matulji under Brajda, where his wines are at home. I wonder if they will be even more enjoyable there. Kapić wines are adorned with elegance and excellent balance, lightness and ease of drinking and enjoyment. Bravo Toni, see you under Brajda!
Jrash Oriskovic – a long-time manager in the food and beverage department. Today, in addition to his sommelier career, he also has his own business for training and setting standards in catering facilities and hotels. He places special emphasis on staff training as the most important sales technique in our business. He holds an ASI sommelier diploma and has represented Croatia as a sommelier at international sommelier competitions and camps. Currently, in addition to his business, he works in a well-known winery.
