As a professional hotel and restaurant inspector for almost 25 years, it never ceases to amuse me the extent to which hotels and restaurants still get their knickers in a twist as the mention of ‘an inspector’ in the house. Such was the case recently when, in my role as a college hospitality tutor, I was observing students in a high-profile luxury hotel with a reputation for excellence.
Apparently, an AA Inspector was to be staying the night, and everyone was on tenterhooks. My own thoughts are that firstly, they should not be aware of an impending inspection, and secondly, an inspection is only a snapshot in time. With the best will in the world one person can only eat so many meals in 24-hours and sleep in just one room. No doubt they will have been given the best room in the house and will dine on the finest cuisine that is one offer.
Nowadays, as one of the ‘invisible’ women of a certain age, with very few exceptions, I am able to carry out my visits incognito. I am increasingly disappointed at the inability of the so called professionals who are unable to conceal their identity, at least until they get through the door. I recently took the Good Food Guide to task over the same issue where I know that establishments knew in advance who was coming. I was also less than thrilled to see in print a dessert described as ‘divine’, when it had been made with the cheapest own brand supermarket ingredients. Since when did the quality of ingredients, and the taste buds of those judging the results, become superfluous?
With the best will in the world, even the very finest establishments cannot possibly get it right all of the time; the general public, celebrities or not, are a fickle bunch. What matters most of all is the intention. Whilst establishments with plenty of money to spare can go all out to provide the highest standards of service and facilities, what I feel matters most is hospitality, the way in which a service is carried out. Some of my most memorable stays have been those where disaster loomed, but the attitude of those working there, and their ability to take ownership and provide solutions to a problem, came to the fore, making me feel valued as a customer.
I have a constant battle with colleagues over my assertion that the customer is always right but it is after all the customer that pays the bills.
Pleasing the punters can be difficult but is much simpler if you have accurately identified your target market and tailor your offering to meet their expectations; this is why so many of the cheaper chain restaurants remain successful in a tough market; the ‘pile ‘em high and sell ‘em cheap’ mentality. Expectations are low and consequently easier to meet.
We often make the mistake of thinking that in order to be the best, things have to be extravagant or expensive. I certainly like a bargain, but I value quality more. When funds allow I appreciate luxurious cotton sheets, a fabulous multi-course tasting menu, or a glass of my favourite Champagne. But equally I yearn for the crackle of the crust of freshly baked bread, or a bowl of homemade soup that makes me gasp as I inhale its aroma and take the first slurp.
My advice to anyone under threat of being inspected is to keep the information to yourself, if for no other reason than that it makes staff nervous, affecting their ability to perform well.
Being constantly on the lookout for those whose role it is to expose us, warts and all, is a mistake. None of us are perfect. You are only as good as your worst member of staff, your worst room and your worst meal. As with most things consistency is the key to success.
Whilst the inspector is receiving the five-star treatment, my focus is on how the other guests are being treated.
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