'Digitization can contribute to hospitality'

Hospitality and digitization. They are two terms that you don't easily combine. "Nevertheless, digitization can actually contribute to hospitality within the company," said René Eijsink, commercial director at Eijsink, during Horecava Limited (the online edition of the Horecava). He discusses exactly how, what, when and why during a webinar with Sergio Vyent, the matre in the First Dates program.

If anyone knows anything about hospitality, it's Sergio Vyent. He proves that time and again in the TV show First Dates. "I regularly hear that digitization in the catering industry is seen as unsociable and rude. But, is that also the case?", Vyent wonders. As a knowledge partner for the digitization of business processes, director René Eijsink of the company of the same name does not agree with this statement. "No, certainly not. I think that digital tools can be an addition to the company in many areas, especially in the field of hospitality."

Eijsink won the Innovation Award for 'QR ordering' during the Horecava last year. At the time, this was conceived as a solution to the staff shortage in the catering industry, but in the meantime it is one of the tools that is widely used in the one and a half meter society. "As a result of the corona crisis, the world has changed and digital applications can make it easier to deal with the measures. Take a QR order as an example. It can be placed from a car, scanned through the windshield by an employee and the order can then be delivered to the car, without human contact," explains Eijsink.

Hospitality from A to Z
Hospitality must be in order from A to Z, is the opinion of Vyent. "Is that also possible with digitization? You do agree with me that guests should end up in a warm bath?" According to Eijsink, this will not pose a problem now and in the future. "Although the reception cannot and should not be digitized, you can make it easier for guests with digital tools. In my opinion, hospitality starts with the table reservation."

The commercial director is referring, among other things, to the fact that a comment can already be placed with an online reservation. "Suppose a guest indicates that grandpa or grandma is turning 80, then the host or hostess can respond to this upon arrival. This personal touch can improve the hospitality and immediately create a bond," says Eijsink.

Vyent clearly agrees. According to him, the difference between average and good hospitality lies in the small things. "For example, I always proactively take care of the guests, check whether the tables are clean and whether dishes are served at the same time. It is indeed the little things that make the difference." Digital tools are an addition in that area too, claims Eijsink. "Various tools can indicate how long a certain table has not had a visit from an employee or can use a tool to display the real-time daily stock. With the latter you don't have to disappoint guests in the end."

More time for hospitality
To return to the main question: can the terms hospitality and digitization go hand in hand? "Yes, I certainly think so. By being able to give all employees more room to breathe on certain 'administrative', fixed tasks (such as table reservations or checking the daily stocks), they can spend extra time on hosting in the organization Eijsink said. Vyent adds: "And all in all, that ensures that guests find their way back again."

Kimberly Baker

Kimberly Bakker is an all-round editor at Boerenbusiness. She also has an eye for the social media channels of Boerenbusiness.

k.baker @boerenbusiness. Nl

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