With more than 10 years experience in the hotel
& leisure industries, 59Club Food offers analytical
customer satisfaction surveys, mystery shopper
audits and industry leading training.
We analyse each part of the customer journey, taking a holistic approach to better understanding their experience and how your team are performing. More importantly we will identify areas where your team may need support or where incremental revenue can be earned.
This interaction can have a disproportionate impact on the overall experience and often sets the tone for the visit. Thus making your guests feel warm & welcomed in a friendly environment is paramount at the outset.
Every member of the team has a role to play in making your customers feel welcomed. Equally it cannot be scripted, it is down to the individual and how they engage with each customer. There is a balance between being overly attentive and a casual, relaxed approach that puts guests at ease. Remember in some instances this will be a special occasion or event and your team can enhance that experience or dampen it.
Less can often be more, style is not an immediate concept, it evolves & develops like your culture.
It might be a quirky tap fitting or a type of wood for the tables or chairs. Each detail is a component in helping you stand out as a venue. We at 59club Food analyse every detail of the customer experience from the soap dispenser in the washroom, to the gleam of the glasses and the polish on the table.
In recent times we have seen the challenges that
operators have faced and continue to face, but one
factor has never been compromised, the quality of
Your team are responsible for delivering great food, served in a warm, welcoming and friendly manner and environment. We will analyse their performance in an objective but empathetic manner, which will deliver to you the tools to ensure that you are maximising the commercial opportunity from each and every one of your venues.
It is imperative that this facet of the journey is measured and we focus on five specifics to ensure that the last impression is as important as the first one.