Five star hotel restaurants and the factors of their success

Abstract

he aim of this study was to research the factors that make a five star hotel’s main restaurant successful. Also, the perspectives opt by the guests and restaurant managers were evaluated and discussed.

A qualitative research was conducted to have a better picture on what hoteliers consider as being successful for their hotel and how they work on providing the best service they can. A quantitative approach was then used to gather information from both locals and non-locals, through questionnaires. This was done in order to find whether the hypothesis developed in the literature review was true or not. Furthermore, all the data gathered was analyzed qualitatively, using the process of thematic analysis.

In this research, many factors emerged, with the main ones being ‘value for money’, ‘food’, ‘food variety’ and ‘innovation’. These are considered as the most important attributes that lead to successfulness in a five star hotel’s main restaurant. Both the hoteliers and the public that participated in the study presented these factors as to what they look for and work on in order to have a successful outcome. Guests’ feedback is given a lot of importance, especially from the hotel’s approach. They consider this as vital to their operation and this is what makes their product more successful. On the other hand, the public think that feedback makes the product better and most of them give feedback to contribute to the restaurant’s successfulness. This research has shown that the main focus on a restaurant’s operation is to satisfy their guests.

This will lead to more clients dining at the restaurants and therefore more revenue for their outlet and organisation. Being successful means reaching clients’ expectations that are willing to visit the restaurant and at the end of the dining experience they are satisfied and want to visit again.