Interaction between hotels and their restaurants

Food and the dining experience count a lot towards the overall experience at a hotel. It is especially important for the Danish beach-hotels where, for example, Visitdenmark in their marketing, place strong emphasis on the culinary experience as an important part of the total stay at a beach-hotel.


The reviews from guests on the Internet confirm that connection, both in words and though the pictures they share from their stay.


The same guest reviews also show - together with the reports of hotel owners themselves - that big challenges can arise in association with getting the culinary experiences to reflect the overall qualities of the hotel. For example, a quote from Tripadvisor reads; "The hotel offered a dinner menu including wine for DKK XXX. Splendid initiative, but the hotel's food on that occasion simply did not live up to its reputation". (Source: Tripadvisor, randomly selected hotel in Denmark. The quote does not necessarily reflect the picture shown, but does illustrate the challenge).

Against that background, researchers from CERT and INVIO plus the hotel manager and restaurant manager of a Danish beach-hotel examined the factors that have particular importance for successful collaboration between the hotel and restaurant of a beach-hotel. Among other things we looked at the design and organization of restaurant and hotel, the special atmosphere to be generated, the restaurant's concept, quality and marketing plus personnel and the service concept along with the actual collaboration and organization between the personnel of the restaurant and hotel.

It produced a double-edged result, so to speak. On the one hand, there were a number of special challenges connected with producing a single, common experience, while on the other it proved possible in the end to get the restaurant and hotel to collaborate effectively and achieve the desired single common experience.

A cohesive single common experience was achieved; an experience that guests described as a "really special experience", as can be seen in the hotel's guest-book and subsequent mails to the hotel.

 

 

That this cohesive experience was achieved during the season was conditional on certain essential things: That the hotel part lived up to the special expectations associated with a stay at a Danish beach-hotel; that the restaurant part produced an experience that matched the guests' expectations for a gastronomic experience, including the quality of both food and wine, and that the restaurant's personnel were capable of creating a good relationship with the guests.

The activities illustrate, among other things, the importance of the food experience as part of the total hotel experience, and that that depends on close co-operation, marching in step and effective integration between the hotel and restaurant. All of this contributes directly to the overall combined food and hotel experience of the guests.

 

For more information about the research, please contact Jens Friis Jensen (jensfj@ruc.dk)

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