Hotel Management and Guest-Centric Food & Beverage Customization | UEI Global

Since the beginning of time, humans have been travelling for Food, water, safety and the acquisition of resources. Later humans started travelling for pleasure or exploration and business. When people began travelling the requirements of shelter and food emerged and Hotels became the second home for the travellers. Initially hotels were only focused on necessary meals, a place to live or sleep and a welcoming environment, Modern hotels come miles away from basic requirements now modern hotels provide all the modernised facilities with personalized service.

After the globalization and evolution of modern and fast communication faculty, the world become one family, industry also noticed a surge in travel activity; surely people have more exposure to world-class facilities. Keeping this in consideration hotels not only upgrade the facility provided, they also try to upscale the service standard provided to customers every time. Modern guest not only looking for facilities which can help them to accomplish their work in a smoother way they also keep a critical approach towards their experience.

A guest-centric approach to hotel management prioritizes the guest's needs and preferences at every touch point, including food and beverage service department. This means customizing menus, service styles, and even the dining environment to create a personalized and memorable experience for each guest. 

To keep guests loyal to the organization personalization along with a customized approach is necessary. Many hotels today have different approaches towards harmony of technology and services, hotels develop customer-centric CRM programmes to delight customers every time by keeping guest priorities high (data analysis) by using the correct tools. Loyalty programs are evolving and adopted by top hotels brands, offering perks and benefits based on the guest’s past behaviours, preferences, or VIP status is given to the guest.

The food and Beverage team in the hotel/Restaurant is deeply involved in the development of customer-centric customized dining experiences based on guest preferences and dilatory requirements. The F&B team has gone one step ahead where they not only focus on customization of food they focus on serving food in an entertaining way as well. This proactive approach not only enhances customer satisfaction but also gives a competitive advantage and increases the reputation of the organization.

This is not possible without proper training of staff members, a focused team on quality control and a guest engagement programme as today's trends are towards “To do with the customer not To do for the customer” Keeping this in mind interested guests today are making their cocktails in Bar cooking food in the kitchen which gives them a feeling of belongingness.   

This way hotels become more customer-centric and dedicated staff members are making today impossible possible.

Written by:- Pawan Sinha Associate Director F&B Service and Academic co-coordinator

UEI Global Rohini