Surprise & Delight

The term “surprise and delight” is used often in the restaurant business which means to deliver a “plus 1 experience” or “hero hospitality” moment to a guest who would never see it coming or expect it. This only happens if the operation is firing at a high level in each phase of the experience. This is done purely with focus and attention to every detail. 

Dining out is not just about the food, it's about the overall experience. Restaurants that understand this provide a great atmosphere, service, and memorable moments that surprise and delight their guests. These moments can be as simple as a complimentary dessert or as extravagant as a surprise visit from the chef. Whatever the case, these surprise and delight moments are crucial in delivering an exceptional experience that guests will remember for a long time. 

Here are some reasons why providing “surprise and delight” moments in a restaurant is the difference maker 

It sets the restaurant apart from the competition. 

There are countless restaurants out there, and many of them serve great food. However, not all of them offer surprise and delight moments. By offering these special moments, a restaurant can set itself apart from the competition and create a loyal customer base. Often these moments are shared on social media and create awareness of your brand. It encourages guests to come back.

By creating memorable moments, a restaurant can turn a one-time guest into a regular guest or even parlay that experience into a larger party or potential buyout, or another revenue opportunity. 

It makes guests feel special. 

Everyone likes to feel special, and surprise and delight moments in a restaurant can do just that. When a guest is surprised with a complimentary dessert or a visit from the chef, they feel appreciated and valued. This can go a long way in creating a positive experience and building a strong relationship between the restaurant and its guests. Utilizing your reservation system properly to store important information about the guests who dine with you is crucial in delivering these moments. Having a foolproof system or SOP in a place where the service staff is receiving detailed information to store in the database is key to being able to deliver the unexpected. 

It creates a memorable experience. 

A meal at a restaurant can be a forgettable experience, or it can be something that guests remember for a long time. Surprise and delight moments fall into the latter category. When a guest has a memorable experience at a restaurant, they are more likely to share it with others and return in the future. 

In conclusion, surprise and delight moments in a restaurant are crucial in delivering an exceptional experience. They set the restaurant apart from the competition, make guests feel special, create a memorable experience, and encourage guests to come back. Restaurants that prioritize these moments will create loyal guests and stand out in a crowded market. Ensuring that every guest is blown away will also result in better tip averages for your service staff.