What on earth is Spin the Bottle Service
Hint: It's not about perfectly pouring a beer...
When the pandemic locked us down and we couldn’t go to a restaurant let alone travel halfway round the world to see our daughter, we could have sat at home and felt sorry for ourselves.
We could have lamented the fact that we had started not one, but two, hospitality consulting businesses just in time for the global pandemic to wipe out our entire world market.
Instead, we sat at home and looked at pictures.
We had been blessed to travel far and wide.
We’ve seen sights many people only dream of or put down on unfulfilled bucket lists.
As the pictures on our screens scrolled by, it struck us.
Of all our experiences, the most memorable ones weren’t related to fancy five-star hotels, Michelin-starred restaurants, or sitting at the front of the plane sipping champagne.
We remembered the people that had cared for us on our travels.
One of those people was Serge. A server in the first local brasserie we became regulars at when we moved to Brussels.
Serge was a professional in everything he did.
Even better, he was a person that tailored his service to each and every guest instead of following the standardised script that bore us, and likely the servers that are mandated to follow it due to some company policy or other.
When Serge poured beer, he always opened the bottle at our table and poured it into a clean glass. The glass, of course, carried the same label as the bottle.
When he set the bottle down on the table, a swift, almost unnoticeable twist of the wrist ensured the label on the bottle faced the person he was pouring the beer for.
The title of our book, “Spin the Bottle Service - Hospitality in the Age of A.I.” was dedicated to Serge and every other hospitality professional around the world.
Spin the Bottle Service is not about pouring beer.
It’s about caring.
The stories in the book show how using personal experience, empathy, and a caring attitude is key to creating lasting memories and lifelong customer loyalty.
#Hospitality #ItsThePeople
Thanks for reading our newsletter!
The video clip is from a Business Smarts seminar we did for Kelowna Chamber of Commerce.
We help hospitality businesses make jobs more meaningful and experiences more memorable by helping you make the most of the biggest differentiator you have – your people!
Let’s connect and discuss how we can help you ditch the script and train to retain.
Stay safe,
Always Care