The Weight of the Wait... Time is Money!
By Roberta Nedry President & Founder, Hospitality Excellence, Inc. | November 17, 2008
Waiting: "To dream that you are waiting, is indicative of issues of power/control and feelings of dependence/independence, especially in a relationship. Consider how you feel in the dream while you were waiting. If you are patient, then you know things will happen at their own pace. If you are impatient, then it may mean that you are being too demanding or that your expectations are too high.
Alternatively, the dream may denote your expectations and anxieties about some unknown situation or decision. There is a sense of anticipation. You are ready to take action."
Taken directly from the Dreammoods.com website, this interpretation of a "waiting" dream seemed more like reality in today's world. Think of how much today's consumer 'waits' on a daily basis; the doctor's office, traffic, on hold while on the phone, supermarket and gas lines, at the bank, DMV or utility office, for a spouse, for kids, for friends, for meetings to start and the list goes on and on. As noted in the dream site, many consumers and guests DO feel a loss of power and control in these situations and do have high expectations. Today's world presents a constant deficit of time and hoteliers need to recognize that guests are already experts at waiting. They arrive with a sophisticated portfolio of waiting experiences and time zone expectations. Time is a critical issue in service delivery. Guests do not want unknown situations and they seek hospitality environments to reduce the anxieties of everyday life.
This dream analysis presents insight on how hospitality professionals can make waiting for service an opportunity to deliver service while waiting. How many times does the guest feel like they are the one waiting versus the wait staff waiting on them? What are the timing issues that make or break a service encounter? How does timing impact the overall guest experience as a service factor? Consider making time to analyze 'time' with employees who have "time" with guests.
The 'weight' of the wait in the world of service delivery should not be underweight or overweight! When arriving at a crowded restaurant, with a reservation, what is a reasonable amount of time a guest should have to wait if their table is not ready? After all, they did call in advance and make the commitment to come spend money. How quickly should a table be made available to them if the restaurant is full and how had the restaurant prepared for this? If they do have to wait, what options are made available to make guest waits more pleasant? Are there actually other income opportunities to present to guests while they are waiting? Could they sit at the bar, order drinks in the area they are waiting, walk to the gift shop or learn about upcoming special events? Could they read publications, articles or menus which will further excite them about what the restaurant has to offer? Once seated, how long should guests wait before a server approaches them? Are guidelines in place for how long it should take for the welcome, the menus, the water and bread, the drinks and the meal order? While timing is not always predictable, service should be both forecast and predictable and if timing goes askew, servers should be prepared to step in and provide transitional solutions. Managers should take time to evaluate each touchpoint involved in the service delivery experience and what the minimum or maximum zone of time for each touchpoint should be. If service cannot be delivered within those defined time zones, plans should be in place to address situations when timing is not optimal. The experience within that time zone must be maximized to deliver exceptional service.
I never ceased to be amazed at Nobu, the trendy Japanese cuisine restaurant chain. After visiting locations in Dallas, New York and Miami Beach, I have noticed their staff seems to consistently know how to manage the wait for their guests by introducing ways for guests to enjoy the moments before they are seated. Whether it was enjoying drinks at the bar, visiting the adjoining hotel, taking in the unusual ambiance and d'ecor or simply checking out the scene, the Nobu staff seemed to know how to direct us to something interesting and fun in each place and keep us happy and entertained while we waited. They recognized and defined the wait as part of the Nobu experience.
The Hotel Business Review articles are free to read on a weekly basis, but you must purchase a subscription to access
our library archives. We have more than 5000 best practice articles on hotel management and operations, so our
knowledge bank is an excellent investment! Subscribe today and access the articles in our archives.