Annoyance is just around the corner
The service also affects the experience at hospitality venues. For nearly three in ten guests (both 29%), a long wait for service and a cold dish served are the biggest annoyances, potentially having significant consequences for restaurants. A quarter (24%) would leave the restaurant if they have to wait too long for service, and 38 percent would not return to a restaurant at all after their visit if they were served food that was too cold. Furthermore, restaurant visitors are most annoyed by sticky tables or menus (25%) and music that is too loud (21%).
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Words that undermine the experience
Not only what happens at the table, but also what the service staff says, can make or break the experience for guests. Three in ten hospitality guests (29%) find the phrase 'I'm sorry, I don't speak Dutch' the most annoying to hear at the table. The statements 'We do not serve tap water' and 'You may order via the QR code on the table' (both 18%) also provoke irritation. Thus, hospitality often lies in seemingly small choices in language and service.
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'Even the best dish leaves a bitter aftertaste when the experience is not right,' says Emine Youssef, Director of Hospitality for Western Europe at Lightspeed. 'The small moments can make or break a restaurant experience: how quickly someone is helped, how clearly communication is made, and whether processes run smoothly. Hospitality can take center stage when these details are right. Intuitive technology can help hospitality entrepreneurs better control these details, allowing staff more room to focus on what makes a difference for guests: good service, clear communication, and genuine attention.'
