For recession-wary restaurateurs, specialised customer service is the key

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In a recent piece for Food NewsFeed, Desautels alumnus Josh Ostrega (BCom'98) says that today’s slumping full-service restaurant scene needs to get its groove back. Pressured on one side by fast-casual eateries and on the other by home-delivery apps, the traditional sit-down restaurant is in an uncertain place.

However, Mr. Ostrega writes that this is also an opportunity for these businesses to differentiate themselves. As to how, he says that the key lies in highly-trained, motivated staff and personalized service. Since the fast-food and home-delivery segments are moving much more towards apps and automated ordering kiosks, the warmth of human contact can make all the difference for a more traditional-style restaurant.

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