📣 What's your hospitality love language?
Hey there!
“Do you know your love language?”
A colleague recently asked me this over drinks.
“My what?”, I replied.
“You know, the way you prefer to give and receive love.”
After a quick Google search and 10-minute quiz, my love language was confirmed: Words of Affirmation. I’m a sucker for compliments.
The Five Love Languages, a book by Gary Chapman, explores the idea that people give and receive love differently. By understanding your and your partner’s love language, you can better resolve conflicts and deepen your connection.
But love languages aren’t just for romance, they extend to any relationship. This got me thinking — how do love languages apply to hospitality?
The five love languages in hospitality
I spoke with Dan Pelles, Head Chef at Coal Office in London, about the idea of love languages in hospitality.
He said, “Restaurants need to put more of an emphasis on the unique guest experience. It’s more than just about food, it’s the whole experience and how you make someone feel.”
For Dan and his team, recognizing these guest nuances, or “love languages” helps them build stronger, deeper relationships.
Let’s explore the five love languages through the lens of hospitality:
Words of affirmation: For people with this primary love language, expressing affection through praise and appreciation is key. Simple gestures like a thank you note from a GM or a personalized email praising regulars for their loyalty make a strong impression.
Receiving gifts: For those who resonate with this love language, gifts are the way to their heart. Think complimentary appetizers, a box of chocolates or sending a guest home with a recipe they expressed interest in. Paying attention to reservation details like special occasion celebrations or first-time visits are great opportunities to delight these guests with gifts.
Acts of service: In hospitality, there are many ways to express “acts of service” (e.g. doing something for someone else) but gestures that go beyond the norm are what will win these people over. Acts like retrieving a guest’s coat, calling them a cab or having a regular’s favorite drink ready upon arrival are perfect examples.
Quality time: This love language is about taking the time to get to know someone. Thoughtful, engaging interactions and learning personal details such as their favorite table or their dog’s name go a long way. Adding notes to guest profiles can help you remember these details to tailor conversations and service the next time they come in.
Physical touch: People with this love language prefer physical expressions. In hospitality, this could be shaking hands, giving a hug (when appropriate) or making eye contact and smiling when speaking. Manager table touches or a Chef visit can also be a great way to establish a more personal, physical connection.
The love languages teach us that love isn’t one-size-fits-all — and neither is hospitality.
“Many people think this level of personalization is only possible at Michelin-starred, fine dining restaurants but with the right tools and focus, anyone can create unique guest experiences,” Dan said. “It’s all about paying attention to preferences and collecting guest data.”
Dive Deeper
- Why Restaurant Loyalty Isn’t One-Size-Fits-All
- Guest Data: The Restaurant Marketer’s Secret Weapon
Food for thought
Grab a cup of coffee and dive into some thought-provoking articles we came across this month.
New York Passes Bill to Make the Restaurant Reservation Black Market Illegal
Restaurant Sales Expected to Break Records Despite Inflation
The word on the street
Get inspired by other operators around the globe!
Bottoms up (or off) for Pride Month
June is Pride Month and restaurants around the globe are getting both colorful and creative in their celebrations.
At The Garden in Las Vegas though, pride is celebrated every weekend. They’re taking brunch to new heights, or should I say bottoms, with a weekly Drag Brunch . Guests can pick their poison by choosing a variety of bottomless boozy options like Bottomless Mimosas or St. Germain Champagne.
Giving guests options to tailor their experience during the booking process not only drives prepaid revenue but also generates excitement, reducing the chance of last-minute cancellations.
Now, that’s a strategy worth raising a toast to.
Hospitality Confessions
Where industry veterans spill it all.
"I once asked my regular where his ball and chain was and jokingly asked if she gave him the day off. He just looked at me and said, 'She died.'
I wanted to crawl in a hole."
What funny, embarrassing, surprising or just plain weird restaurant situations have you experienced? Spill the tea at heard@sevenrooms.com.
Thanks so much for reading!
See you next month!
Katelyn