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The Elior Hospitality Guidedelivering Innovative The elior hospitality Delivering innovative and guide excellent hospitality experiences The elior hospitality guide Welcome to the elior hospitality guide Helping you to make your hospitality offer and service the best it can possibly be. This guide has been developed to help What’s included? The benefits of the elior hospitality guide you provide a successful and consistent There are 7 sections, covering different hospitality service that will enhance • Minimum presentation and food display standards types of hospitality menus that are typical our customers’ experience and create across our elior business. Each section has • Tools to support the delivery of a consistent hospitality a minimum elior standard that can be a menu, with costed recipes; ‘What Great food offer, look and feel across the estate adopted company-wide. INTRODUCTION Looks Like’ minimum display and service The elior hospitality guide is a required standards; top tips, photographs and • An identity that is instantly recognisable as elior part of all staff induction/training and has planograms. • Enhanced hospitality offer to support increased sales been developed as a tool to deliver great Also included is an order form section hospitality standards at your site. • Customer and client referrals for branded hospitality menu packs and Why a hospitality manual? stationery including; paper, pens, coasters, • Improved operational efficiency and door hangers and some other marketing elior’s marketing managers, development simplified mobilisations gems that could help you to promote your chefs and operations teams have worked business. together to produce a format of tried and tested hospitality menus to fit with current We hope you find the elior hospitality and emerging trends and formats. guide a great support to maintain and build upon excellent standards and we Offering innovation, seasonal menus welcome your feedback. and some great hospitality presentation GUIDE HOSPITALITY ELIOR THE packs, to keep our customers on site with a hospitality offer that rivals any local competition. Catherine Roe Page 1 The elior hospitality guide Contents Best Practice - What Great Looks Like Hospitality Porridge BF 24 Premium Finger Food - Vegetarian Options WL 59 7 Principles to Creating Hospitality Breakfast Rolls & Finger Food BF 26 Finger Food Dips & Sauces WL 63 Your Perfect Hospitality Offer BP 1 Hospitality Breakfast Bowl Food BF 40 Finger Food Sub Recipes WL 66 Creating Great Customer Communication BP 2 Hospitality Plated Breakfast Dishes BF 46 Afternoon Tea Recipes & Planograms Tent Cards, Door & Bottle Hangers BP 3 Hospitality Continental Breakfasts BF 55 Introduction to Afternoon Tea AT 1 Bespoke Hospitality Brochure BP 4 Hospitality Breakfast Juices & Smoothies BF 58 Afternoon Tea Planograms (P-S) AT 2 Feedback Form BP 5 Snacks & Nibbles Recipes Afternoon Tea Contents AT 6 Order Form & Process BP 6 Introduction to Snacks & Nibbles S&N 1 Cakes (Bought In) AT 7 Event Equipment Hire BP 7 Snacks & Nibbles Contents S&N 2 Homemade Cakes AT 9 Point of Sale & Digital Screens BP 8 Meeting Room Biscuits S&N 3 Hospitality Afternoon Tea Sandwiches AT 35 CONTENTS Hospitality Website & Online Promotion BP 9 Meeting Room Snacks & Nibbles S&N 8 Recipe Information Extranet & Internal Marketing BP 10 Working Lunch Recipes & Planograms Allergen Procedure in Hospitality RI 1 Social Media BP 11 Introduction to Working Lunches WL 1 GDAs - Reference Intakes - COMING SOON! RI 2 Social Media - Dos & Don’ts BP 12 Working Lunch Planograms (I-O) WL 2 What is StarChef? RI 3 Opening Event BP 13 Working Lunch Recipes Contents WL 9 Room Layouts BP 14 Hospitality Equipment Standard Hospitality Sandwich Platters WL 10 Look Your Best! - Uniforms BP 15 COMING SOON! EQ 1 Café Style Hospitality Sandwich Platters WL 11 Look Your Best! - Trollies & Service BP 16 eXperience Premium Artisan Sandwich Platters WL 12 Hospitality Checklist BP 17 elior Hospitality eXperience eX 1 Grazing Style Premium Sandwiches WL 18 Delivering an eXperience eX 2 Branded Goods BP 18 Hospitality Cheese & Fruit WL 23 Our Brand Promise eX 3 Breakfast Recipes & Planograms Sandwich Lunch Accompaniments WL 25 THE ELIOR HOSPITALITY GUIDE HOSPITALITY ELIOR THE Introduction to Hospitality Breakfasts BF 1 Standard Finger Food - Meat Options WL 28 Safety & Wellbeing Hospitality Breakfast Planograms (A-H) BF 2 Premium Finger Food - Meat Options WL 36 Safety & Wellbeing Tips S&W 1 Hospitality Breakfast Recipes Contents BF 10 Standard Finger Food - Fish Options WL 41 Contacts Hospitality Breakfast Muffins & Pastries BF 11 Premium Finger Food - Fish Options WL 45 Your Contacts CT 1 Hospitality Breakfast Yoghurts & Birchers BF 17 Standard Finger Food - Vegetarian Options WL 52 Thank You CT 2 Page 2 Best Practice What Looks Like Best Practice What Looks Like 7 Principles to Creating When creating your perfect hospitality offer it is important to follow these principles at every step. Your Perfect Hospitality Offer Remember - how you implement them will be different for each site. Continued feedback from your staff and customers DELIVERY OF OFFER (MINIMUM STANDARDS) will help you deliver a great service/offer. STEP ELIOR STANDARDS SITE CUSTOMER/CLIENT Ensure you have a trained hospitality service champion and that Consider the demographics of your Welcome, interact and thank (refer to the eXperience section) 1 People all your staff are fully trained in all modules site and customer base Ensure you manage the expectation of your client with staffing Consider staff skill set, on site How did your customer feel from the time of order to time of delivery structure and kitchen equipment equipment capability and how far (waiting on the phone / have we confirmed times location, quantities 2 Process If you require further training please contact the room is and order?) elior Learning & Development Ensure you purchase through nominated Think about food and service timings Was there enough variety and range within my budget? OFFER PERFECT HOSPITALITY YOUR CREATING 3 Product core suppliers What are you customers picking at the moment... are they picking the Have you followed recipes and costed out menus accurately? Is it priced competitively cheapest or most expensive? Put yourself in the 4 Price Is your GP being met? and value for money? What is the current average spend customers shoes... per head? How does it look to the Ensure you have a suitable and reliable ordering system that is customer? within your budget By monitoring, improving and developing your hospitality offer Where and how do customers Is it simple and easy to Have you sat and experienced 5 Place you can increase GP order hospitality? understand and order? the current hospitality offer? Minimum standard brochure with paper based ordering system Preferred option - online ordering system How was I communicated to about the hospitality offer? How is best to Communication and publicity Brochure • Online • POS • Tent cards, etc. communicate with me? Web, email, menu, poster or social media? Was 6 Promotion Offer an upsell I offered an upsell? THE ELIOR HOSPITALITY GUIDE HOSPITALITY ELIOR THE Physical Following or exceeding the elior hospitality The whole experience of the service What was my customer experience? Was I welcomed? Did I feel special 7 manual standards and offer, including the ‘look & feel’, and valued? Did the food look fresh, appetising and of high quality? Evidence Standard • Premium interaction, presentation and taste Did it taste great? Was it presented to a high standard? Use the 7 principles as a checklist at each stage of development to ensure that FEEDBACK (MARKET FORCE) not only are you fulfilling your client and customer needs, but that you are offering the most robust, high quality offer possible in your environment. TOP TIP! TOP Page BP 1 Best Practice What Looks Like Creating GREAT Customer Communication Creating great food, producing innovative menus, enticing brochures and delivering excellent customer service is key to providing the best hospitality offer. To support the superb food offer, we have developed a range of marketing materials to simplify the booking process, improve COMMUNICATION CUSTOMER GREAT CREATING communication, highlight key help messages and enhance the customer experience. Utilising the marketing tools that have been created will help you to communicate with your customers and promote upsell opportunities. THE ELIOR HOSPITALITY GUIDE HOSPITALITY ELIOR THE Page BP 2 Best Practice What Looks Like Tent Cards, Door & Bottle Hangers Tent cards, door and bottle hangers are a simple solution to improve communication, increase spend per head and promote key messages. Here are some areas for you to think about when promoting your offer: Housekeeping Food Offer Fire safety meeting Menu choices and points and reception new concepts HANGERS BOTTLE & DOOR CARDS, TENT phone numbers Health & Wellbeing Promotions TOP TIP! You &Life Upsell opportunities If a hospitality booking has more than and allergen can be easily promoted, one service, think smart and promote Example.... the next logical day part offer. information helping to increase GUIDE HOSPITALITY ELIOR THE Why not Add For example; when serving morning spend per head with Curly Fries to your coffee you could display enticing simple add-ons messages on tent cards or bottle hangers Sandwich Buffet? promoting a lunch time upsell. Just £1.50 per portion Page BP 3 Best Practice What Looks Like Bespoke Hospitality Brochure Following feedback and research conducted throughout the business, we identified a need for a simple process to produce professionally presented hospitality brochures and menus. We have devised a flexible solution which Before presenting to your client ensure enables you to design you have followed the ‘7 Principles’.... your own bespoke hospitality brochure that 1 People Demographics of site and is professionally produced BROCHURE HOSPITALITY BESPOKE and helps you to promote customer base your hospitality business. 2 Process Before creating your Staff skill set and the bespoke hospitality equipment capability brochure ensure the menu 3 Product is suitable for your site and Food and Service timings agree the menu content with your on-site team and 4 Price your client.
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