Last month was an extremely interesting one, primarily because of the two well-received Caterer Middle East forums — Bar & Nightlife and Chef & Ingredients. I also had the pleasure of attending the Host trade show in Milan, where I trudged through halls filled with ovens, grills, blenders, coffee machines, gelato makers and so much more — its review will be featured next month.
However, going back to the forums — one of the common threads of thought that came out during discussions on both days was satisfying the customer and giving them the best experience possible. Quite a few experts mentioned how the team at each venue was responsible for making this happen, but that it was challenging to find the right people for the job.
This idea was echoed by Hilton’s vice president food and beverage for Middle East and Africa Simon Lazarus who said the hotel brand’s ethos was to listen to feedback and provide what they really want.
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But are restaurants or nightlife venues really doing that, or is it all talk?
There has been a slew of restaurant openings over the last few months; you almost wonder if all hit the bulls-eye.
Not really. Some venues look absolutely amazing, but the level of service leaves much to be desired. In others, the staff members are like your best friends, but the food makes you want to gag. And that’s not an exaggeration.
This problem was very aptly summed up by The Crystal Group’s Patrice Gouty during one of our forums. He said that the springing up of new outlets in Dubai resembles a mini-Mayfair, with people given Ferraris to drive without a driver or technician. He also pointed out that when you look again at these places six months down the line ... they are empty.
It doesn’t take a genius to figure out why so many places are getting it wrong: it’s because they don’t listen to the customer. Some owners are more interested in churning out a dining spot they think is the best, as opposed to what the general public wants.
While I would assert that there are certain situations in which customers really don’t know best and need to be educated (these include when people want to buy hammour, and when they would rather eat processed ingredients than natural ones, among others), I would like to think they aren’t blinded by bling and looks alone. Empty outlets are your customers trying to say something; it’s time to listen.
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