A Life of Service – Top Tips on Customer Satisfaction

18/02/2016 11:17:11

Diego Masciaga is a Director and the Restaurant Manager of the world famous, Three Michelin-starred Waterside Inn in Bray, Berkshire. A Master of Culinary Arts, he was awarded the Grand Prix de l’Art de la Salle from the L’Académie Internationale de Gastronomie in 2010, has trained butlers for Prince Charles, and has served Boris Yeltsin at the Kremlin and the Queen at Windsor. In 2011 he was awarded the title of Cavaliere, the Italian equivalent of a knighthood, for his services to fine dining and his commitment to the development and training of others.

On day two of Hotelympia (at 1pm on The Stage), the man widely regarded as the master of service will impart his years of experience to show visitors, offering an unrivalled insight into how operators can get their service – one of the most integral parts of any operation – into shape.

Here, Diego offers us a glimpse of what show visitors can expect.

If I had to condense my philosophy into three words, it would be ‘service is pleasing’, but there is so much more to it than that. Any hospitality outlet looking to offer quality front of house service must first ask themselves; ‘Are we pleasing our guests and meeting their needs before they are expressed?’

If the guest has to ask it means we have not been watching closely enough; we have not understood them well enough. As I have said, serving is all about pleasing people, making them feel happy and content, making them feel comfortable. This is true no matter the outlet. It’s a responsibility as well as a pleasure. And it should be a pleasure.

During my address at Hotelympia 2016 I look forward to sharing some of my experiences with you while emphasising the importance of good service and demonstrating the practical measures you can implement into your own outlets.

See you there!