GUEST CONNECTION 360
OWNING EVERY GUEST TOUCHPOINT
overview:
This Training Program will cover the fundamentals of SERVICE, beginning with the Guest arrival up to the very end of the dining experience. We will identify each Guest Touch points and teach how to manage these with professionalism, warmth and confidence. We will focus on the essential skills and techniques required to increase service competencies to ensure a positive guest experience.
Learning Outcome:
- Understand the importance of service excellence in the hospitality industry,
- Learn the art of setting tables to industry standards.
- Learn the art of making menu recommendations and taking orders.
- Learn how to handle Guest complaints and feedback with professionalism and empathy
- Develop effective communication and active listening skills.
- Develop a detail-oriented mindset
- Improve teamwork and co-operation between the Service & Kitchen Teams
Target Participants:
- Operations Managers
- Restaurant Managers
- Asst Restaurant Managers
- Anyone who is front facing with Guests
learning methodologies:
- Lectures
- Presentation Slides
- Case Studies
- Interactive group discussions
- Role play
Duration:
1.5 x full day (12 hours)
course content:
DAY 1
Welcome
- Course Overview
- Ice Breaker
- Introduction of Trainer
Module 1: Getting Ready For First Impressions
- The Importance of First Impressions
- Using The 5 Senses
- Arranging & Setting The Table To Impress
Module 2: Presenting The Menu With Flair
- Presenting The Menu Effectively
- Explaining The Specials
Module 3: Upselling & Taking Orders
- Active Listening & Prompt Service
- Dietary Restrictions & Special Requests
- Remembering Table & Seat Numbers
Module 4: The Upselling Game
- Selling More Without Being Pushy
- Increasing The APC & APC
Module 5: Excellence In Food Service
- Managing Time For Service
- Presenting The Items Ordered
- Handling Complaints & Resolving Problems Gracefully
DAY 2
Module 6: Customer Touchpoints
- The Different Sections of CT
- Do’s and Dont’s When Engaging With Guests
- Reading Your Guests
Module 7: Checking Guest Satisfaction
- How Many Times Is Too Many
- The Importance of Post Dining Experience Checks
- Tactics For Getting Meaningful Data from Guests