The essence of hospitality

The UK generally offers an exceptional level of service, but there are lessons to be learned from other countries.

You’ll find hospitality all around the world, but of course, some countries do it better — and give it more importance — than others. In some corners of the globe, delivering top-quality service is an essential component of working in the hospitality sector. In other areas, it’s an afterthought; nice when it happens, but not a fundamental part of the customers’ experience, not their expectations.

So how does the UK rank by global hospitality standards? You might be surprised to learn that the UK performs pretty well when it comes to service, but as with most things in this country, there’s always room for improvement.

Below, we’ll run through the UK’s hospitality strong points and outline what it can learn from other countries around the world.

Where the UK Excels at Hospitality Service

Friendliness

Forget those road rage experiences and football terrace chants: by and large, the UK is an exceptionally friendly place, and that extends to the hospitality service. The UK’s friendliness often comes across as more genuine than it does in other countries (we’re looking at you, waitstaff in the United States), and that allows for a pleasant customer experience.

Innovation

You’ll find some of the most advanced hospitality and service tools in the world in pubs, bars, restaurants, and hotels up and down the UK. Things like online reservations, digital menus, easy and plentiful payment options, and fast checkout systems benefit both service workers and customers, removing many of the pain points that can impact the quality of service.

Maintaining Standards

Driven in part by high levels of competition, establishments often work tirelessly to maintain their high standards of service. This can involve investing in staff training, keeping buildings and infrastructure updated and well-maintained, and generally being open to new tools and resources that elevate the customer’s experience.

What the UK Can Learn from Other Countries

Front Foot Service

The UK’s service can be good, but it often has to be drawn out of staff. By contrast, in the United States, service workers will typically offer front-foot service. Rather than responding to requests, as is common in the UK, American workers will get a jump start and make themselves available to customers at the first opportunity.

Empowering Employees

UK service workers are well-trained, but in some cases, they can be too trained. In other countries, especially those in continental Europe, service workers have the freedom and autonomy to make decisions that benefit the customer, rather than having to go through a chain of command.

Language Power

Take a trip to Europe, and it’s likely that you’ll receive service in English, especially in tourist areas. Companies operating in the UK can enhance their hospitality levels by employing workers who speak a variety of languages, especially in establishments that are located in the UK’s most-visited destinations.

The Front Line team.

At the forefront of any service related business those at the front who are guest facing are those that dictate the experience of the customer. From those that take reservations or plan events, to managers that set the approach end environment for the guest experience. Be that managers of restaurants, bars, receptionor events, each have a pivotal part to play in delivering the best service an establishment can offer.

Conclusion

The takeaway of the article? The UK undoubtedly scores highly in some aspects of its hospitality and service, but there’s much to be learned from our cousins in the United States and mainland Europe, especially when it comes to empowering employees and being proactive with service.

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