How long does it take to make a Mojito? The bar crew at the Blue Marlin Beach Club in Ibiza make them in less than 30 seconds – further up the beach it takes four minutes. At €14 each, which bar would you like to own?
I spent a very pleasant afternoon one August researching this chapter, observing how the bar crews worked, coped with exceptions, wowed their customers and made a tidy profit too.
Now flip it and think about it from the customer’s point of view. August in Ibiza is a busy time, bars like the Blue Marlin Beach Club can attract well over 1,000 people. That’s a lot of hungry, thirsty people who want to get their drinks and head back ...
Get Five Star Service, 3rd Edition now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.