Orderman Study Unlocks Keys to Hospitality Success
Orderman recently released a new study, 'Trends, Success Factors, Technologies', offering penetrating insights into the world of hospitality. The results, some of which are surprising, have been brought together in a booklet, which can be ordered or downloaded at www.orderman.com/en/hospitalitystudy.
- (1888PressRelease) December 12, 2012 - For the purpose, more than 350 hospitality professionals were asked questions about ways to boost success in their industry. Frankfurt-based Ploner Consulting, Germany's leading hospitality consultant, was responsible for carrying out the study.
"Restaurant owners, operators and other hospitality professionals can make use of the findings to answer big questions such as 'which levers do I need to pull to make more sales?'" says Andreas Neuhofer, Marketing Manager at Orderman.
One of the key parts of the study is the section dealing with success factors in the hospitality industry: 94% say service quality is the number one factor. A close second is food and beverage quality - 89%. Efficiency of service also figures in the top five.
The study on orderman.com also offers specific ways of using these 'levers'. 83% of those questioned thought service quality could be improved somewhat by managers and operators setting clear examples as models for behavior for their employees. Nearly as important was the interaction between the kitchen and service (73%), i.e. good-quality, interdisciplinary dialogue.
The key to good communication is technology, in particular as regards order information. By far the most important examples, say 67% of those who took part, are professional radio ordering systems, as these make communication in hospitality companies much easier and more effective, hence the importance of choosing the right system. Jean-Georges Ploner, who carried out the study along with his team at Ploner Consulting, says: "There are two opposing groups when it comes to mobile communication systems: on the one hand we have the so-called 'purpose-built devices', i.e. handhelds, specially designed for tough hospitality environments. On the other we have the Smartphones, mainly intended for private use. In our sector we have specific requirements as regards the tools we use - longer battery lives, sunlight readability and greater robustness. And this is where the professional handhelds, i.e. the 'real Ordermans', really come to the fore".
Customer views were also considered: 88% of those asked said they liked the idea of technology being used as a means for communication.
The study also gives a sense of future developments. The trends identified over the next ten years point to one or two clear breakthroughs: both the 'fast casuals', i.e. fast-food restaurants, and the gourmet establishments, stand to benefit. The losers are the ones in the middle, whose performance is just about average. A striking development in the whole sector is the huge lack of qualified staff, seen as a major problem by 94% of study participants and a worrying trend overall. "What we're seeing is a tension between growing demand for quality from customers and the clear lack of qualified staff to deliver it. We cannot allow such shortages to impinge on service quality. With all the structural changes in the industry and the new technology to help, quality of service in the industry, if anything, should be rising!" says Neuhofer.
The original source-language text of this announcement is the official, authoritative version. Translations are provided as an accommodation only, and should be cross-referenced with the source-language text, which is the only version of the text intended to have legal effect.
Contacts:
Orderman GmbH
Andreas Neuhofer
Bachstraße 59
5023 Salzburg
phone - +43 662 650561 - 0
fax - +43 662 650561 - 20
http://www.orderman.com
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