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Núria Nicolau

Biography

Núria Nicolau Llorens is a trainer and writer specialising in customer service in the restaurant industry, with more than 30 years of experience in hospitality business management.
She currently combines her work as a writer with her collaboration with a gastronomic magazine and the development of the C.A.M.B.I.O. method, designed to train front-of-house teams.
Her work focuses particularly on communication, leadership and professional image, key tools for improving customer service and enhancing the overall guest experience in restaurants.

Sessions

10:00h

Round table | .

The Keys to Communication in Gastronomy

Núria Nicolau Communications consultant Speaker

Xavier Colomés Cinquo Co-founder Speaker

2026-11-04 10:00 2026-11-04 10:00 Europe/Madrid The Keys to Communication in Gastronomy Communication has become an essential part of managing any restaurant business. The customer experience no longer ends when guests leave the restaurant: it continues on Google, social media and review platforms, where a review, comment or photograph can directly influence an establishment’s reputation.
This session will explore the key elements of building effective and consistent communication, both inside and outside the restaurant. It will examine the role of social media as a showcase for the business, the importance of developing a distinctive identity and the need to maintain a close and professional relationship with customers.
Special attention will be given to managing online reviews: how and when to respond to negative feedback, which mistakes to avoid, and how to turn a poor experience into an opportunity to rebuild customer trust and protect the restaurant’s reputation.
The session will also address conflict and crisis management, from a complaint that goes viral on social media to issues involving service, food or customer care. Knowing how to respond quickly, transparently and effectively can make the difference between an isolated incident and a genuine reputational crisis.
A practical session designed to show that, in the restaurant industry, what matters is not only what we do, but also how we communicate it and how we respond when things do not go as expected. Aula Alimentació Sostenible Barcelona

Wed 4

10:00h - 10:00h Aula Alimentació Sostenible Barcelona Free access