Guest Experiences that Create Loyalty

Guest Experiences that Create Loyalty

The Service That Sells! Cycle of Service follows the guest experience from the time they pull into your parking until the time they walk out the door. So far, we’ve covered Making Guests Feel Welcome, Greeting & Seating Guests, Bussing Tables, and Generating...

Role-Play Ideas for Restaurant Training

Role-Play Ideas for Restaurant Training

Think back to how you learned to drive a car and you can see why role-playing is so effective. Did you watch a quick video and then  jump behind the wheel? Probably not. Someone showed you the proper techniques, then you went through the motions in a parked car until...

Dealing with Angry Restaurant Customers

Dealing with Angry Restaurant Customers

Maybe the soup was too hot, maybe the steak was tough, maybe the drink was wrong and the dessert never came. Maybe it was all of the above (eek!). Or, maybe the customer is just being difficult. It happens. Whatever the problem, your customer is unhappy and you have...

Four Phrases to Never Use with Guests

Four Phrases to Never Use with Guests

For service staff in the restaurant industry, there are four phrases to never use with guests. Pass these on to your servers: "I don't know." If you don't know, find out. Instead, say, "That's a good question. Let me check for you." "We can't do that." Instead, say,...

The Key to Exceptional Service

The Key to Exceptional Service

Restaurants try to provide exceptional service to everyone, but great restaurant managers know that one size does not fit all in this business. Think about the last few times you visited a restaurant or bar. One time may have been a quick lunch, another may have been...

Employee Feedback – Are You Doing It Right?

Employee Feedback – Are You Doing It Right?

Guess what? Your employees can’t read your mind. The only way for them to know for sure what you want them to do (and what you don’t want them to do) is for you to tell them. When you do it right, delivering employee feedback has many benefits. Teamwork improves, you...

How to Sell More Appetizers

How to Sell More Appetizers

Guests love appetizers, and so should you. When your staff learns to sell more appetizers, check averages increase and the overall dining experience for your guests improves.  Consider this -- unoccupied time passes slower than occupied time. Suggesting and...

What’s Your Relationship Status?

What’s Your Relationship Status?

Love is in the air this time of year, but is it in your restaurant? It should be, at least when it comes to you and your guests. Guest relationships don’t have to be complicated.  Check out these three simple steps you and your staff can take to have successful,...

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