Japanese hospitality “the ultimate service”

『The bible of the restaurant』

Chapter 1 

Japanese hospitality “the ultimate service” 

究極のサービスは「おもてなしの心」 

In order to improve your restaurant, you need to set goals first. The higher the goal is the better it is. For example, “let’s be profitable just enough to survive” or “let’s try to be listed as top 50 restaurants in our city” might be a little too low goal to lead a passionate team.  

You should set a goal such as “let’s provide the Japanese hospitality (the ultimate service) to all the customers” to become the best restaurant in the country. 

It's easy to say "ultimate service" but it’s difficult to carry out and to implement that kind of mentality and system into the team. Because providing ultimate service means to impress customers and move their feelings by touching their heart. If you have 100 customers daily, your team must create 100 impressions. And those 100 customers do not visit your restaurant for the same purpose. Even if it’s a regular customer, the purpose and feelings are not the same every day. People’s feelings are slightly different everyday depending on what happened that day. There are 24 hours in a day, 30 days in a month, and 365 days in a year. That means there are at least that much number of ways, of providing the ultimate service to impress the customer at that very moment they visited your restaurant. 

Furthermore, let’s say there is a customer who comes to the restaurant for lunch and dinner. This is a common case for business clients staying in hotel or regular customer living nearby the restaurant. If a person had an argument with his wife in the morning, he might be depressed thinking where to sleep that night…… But if that same person receives news of promotion with a big bonus from his boss in the afternoon, he might be dancing throughout that evening. I am sure that his feelings and emotions won’t be the same the whole day.  

To impress this customer, there should be a different approach in lunch time and dinner time. So thinking of providing the ultimate service at the very moment when customer visited the restaurant becomes an astronomical number. 

When I explain ultimate service like this, you might say “Oh it’s too extreme” or “that’s exaggerated thinking”. But providing ultimate service to impress every single customer who visits your restaurant is actually this difficult. To achieve this goal even 1 day is almost impossible. It is that tough and high goal to aim. That is why this job is challenging but rewarding. It’s not easy and can be stressful but definitely worthwhile challenging. This is why I believe “providing the Japanese hospitality (the ultimate service) to every single customer visiting the restaurant” can be the highly motivated ultimate goal for the team.   

 

『The bible of the restaurant』

https://amzn.asia/d/idWhbzB

(Amazon Kindle)

 

『Author』

Mr. Masayuki Sato

Japanese restaurant consultant. Spent his childhood in Texas, USA. Over 25 years of his hospitality industry career started during his high school age in Japan. He gained his experience in many of 5 star hotels, resort hotels, fine dinings, casual family type restaurants, bars, night clubs, wedding halls, banquet facilities, etc. He has become a successful restaurant producer by gaining professional skills through his career managing many of places, creating operation manuals, implementing efficient operation system and establishing new restaurants. Believing that the biggest asset in hospitality industry is “human resource” his consulting style is very unique and concentrating on creating a strong professional team by training members. Mr. Sato says “The success of the restaurant is based on how much professionals with a warm heart you can create. And I believe this is possible by implementing Japanese hospitality mind set to every single members in the team.”