A hotel F&B director has claimed that F&B outlets in the region could learn about service from fast food giant McDonald’s.
Speaking at Caterer Middle East’s monthly roundtable, JW Marriott director of F&B Kevin Wills said: “McDonald’s have a pretty good service culture — it's consistent, the timing is there and the company has built up a very good image.
“McDonald’s staff are not robots,” he added. “They used to be, but the brand changed its service culture to become more interactive.”
| Advertisement |
Wills pointed towards the consistency of service across McDonald’s outlet, suggesting that when visiting one outlet, a customer could be ensured the service was the same at another outlet on the other side of a city.
At the roundtable he added that it was an operator’s responsibility to ensure interaction was not just limited to a waiter and a guest.
“Interaction between the staff and the guests should be combined and the philosophy we should take forward is to take care of each other as well as the guests,” he commented.
Search our database of more than 2,700 industry companies
Oct 21, 2009 , New Zealand
Great article, I enjoyed reading that Marriott director Kevin Wills is forwarding the concept of looking after your fellow employees too which in turn fosters an ongoing commitment to looking after guests. We are all people and should treat everyone we meet with the same care and courtesy, not j...