SERVICE MATTERS

There has been much fuss and bother in the media about Michel Roux’s new TV series on service. It’s been a long time coming.

As long ago as 1999 I spoke at the Annual Hotel Conference, only to be hauled over the coals when the MDs got on their high horses, almost losing my job as Senior Hotel & Restaurant Inspector with the AA. How the chickens have come home to roost.

With a failing economy, and everyone tightening their belts, never has service been more important in attracting those hard earned pounds, dollars, euros. Sadly, when times are hard the first thing the moneymen cut is training budgets. Mistake.

In the last 25 years I have built my reputation as a leading international hospitality service trainer on the highest possible standards of service. No-one is above the ability to improve, whether it be the likes of the Savoy, stewards serving onboard a Russian oligarch’s yacht or a small independent business– I’ve trained them all, and seen the welcome results and financial rewards it can bring. It’s only when there is an acknowledgement that the customer is king, not the shareholders, that businesses will reap the rewards of loyal customers in an increasingly tough market.

It’s relatively easy to train someone in the skills and knowledge they need to perform a job but the overriding factor is attitude. Sadly, it’s those that most need it are least willing to acknowledge failings. It’s no coincidence that my company is called Service Matters.

Linda Vijeh

Service Matters

Somerset