What customers want from the Hospitality Environment

The landscape of hospitality is ever-evolving and shifting, and customer expectations are no exception.

Today’s discerning customer seeks an environment that goes beyond the basics – an ambiance and an environment that enhances their overall experience. With the proliferation of the ‘bleisure’ phenomenon, the customer experience is shifting as a result.

In this article. we delve into which elements are now both desired and expected from customers. The key elements that shape the ideal venue or workspace.

Whether it's a bustling restaurant, a vibrant bar, or a cosy coffee shop, certain expectations have become as integral as the offerings on the menu.

1. Seamless connectivity with good Wi-Fi

Customers are constantly connected and they expect your venue to be too. A strong and reliable Wi-Fi connection has become a necessity for patrons looking to be connected, whether for work or leisure. Businesses that prioritise offering excellent internet access are more likely to attract and retain clientele, whether that be social gatherings or those looking for a hybrid workspace.

2. Plug-in and go accessibility

Recognising the importance of staying charged in a digital world, customers appreciate venues that provide easily accessible power outlets. Offering a convenient and accessible way for patrons to plug in their devices can significantly enhance the overall customer experience. These amenities are no longer ‘nice to haves’, but necessities.

3. Pet-friendly spaces

With the rise of pet ownership and the desire for a holistic social experience, many customers seek out establishments that welcome four-legged friends. Being dog-friendly can set a venue apart, creating a warm and inviting atmosphere for patrons who enjoy spending time with their pets.

4. Aesthetic (photo-worthy) spaces

Customers are drawn to spaces that not only serve delicious food but also offer a visually pleasing environment. Aesthetic decor plays a crucial role in creating a memorable atmosphere, and is attractive to younger generations who like to document and share their lifestyle visually online! Think flower walls, ‘selfie’ mirrors and photo-worthy cocktails. The added bonus being the UCG (user generated content) that comes from having a modern and aesthetically pleasing space. If a patron feels the interior will complement their Instagram feed, they’re more likely to share content from your venue. You could say, this is equivalent to digital word or mouth!

So from modern minimalism to cosy vintage themes, the decor contributes to the overall experience that can keep customers coming back.

5. Online ordering and payment options

Efficiency is key in today's fast-paced world, and customers appreciate venues that offer online ordering and payment options. Providing the flexibility to order and pay through mobile apps or websites adds convenience, streamlining the dining or socialising experience. But make sure there is a balance here between customer facing and online options.

Some customers still value that face-to-face interaction and a traditional approach and actively seek this out.

App-based ordering can commonly be associated with larger and more mainstream venues, but data doesn’t lie. In this case, it could be worth trialling app based ordering for a period of time if you haven’t already, and running a comparison analysis.

6. Sustainability: A commitment to the environment

As environmental consciousness grows, customers actively seek out businesses that align with their values. Sustainable practices, such as eco-friendly materials, recycling options, and energy-saving initiatives, resonate with environmentally-conscious patrons.

Demonstrating a commitment to sustainability not only attracts a specific customer base but also contributes to a positive brand image

7. Great service

Customers can spot stressed and unhappy staff from a mile off. Wellbeing and employee health are thankfully now a priority in today’s working world. It can be off putting for customers if the staff are overwhelmed or stressed, impacting their performance and service. Well cared for, well rested staff, with the facilities and equipment that support them to do their job well can be an advert for your business, bringing in more customers and retaining the ones you have. Plus remember, happy and relaxed staff = happy and relaxed customers (who are more likely to return).

Meeting and exceeding customer expectations in the modern hospitality industry involves understanding and embracing the multifaceted desires of today's patrons.

From technological conveniences to sustainable practices, businesses that prioritise these elements create an environment where customers not only want to be but where they'll return time and again.

Stay tuned for more insights in our ongoing series on 'What customers want…'

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At Classeq, we are passionate about the growth and success of the hospitality sector. That’s why we are committed to providing you with content that explores every juncture of the hospitality journey from the distribution of catering equipment right through to the patron’s plate.

If there is a topic you’d like us to explore further, do let us know. Otherwise, view our full content library here, or speak to a member of the team today . Whether it’s a new machine you need, or technical support, our team is ready to assist.