Exceptional Guest Service Program
Introduction:
Guests are a very critical aspect in any business, some they call them the Kings, and some others they call them the blood of the business. Therefore, the people in front of the customers lines would be the heart that beats with service and satisfaction to that Guest. Nowadays, delivering a good guest service has become something normal, but creating a guest experience is the new business operations model and competitive strategy to differentiate the business within the market.
Training Objectives:
- Defining who is the Guest
- Understanding differences between good and bad service
- What and Why is Exceptional Guest Service?
- Characteristics of Exceptional Guest Service
- Exceptional Guest Service Dimensions
- How to deliver Exceptional Guest Service
- How to Utilize communication skills with Guests
- Asking questions and menu demonstration
- Improving Selling skills and add on sales techniques
- Applying learning on the floor
Who Should Attend:
This Program is targeting all Food and Beverage –Restaurants Front of the House Employees who interact and deal with Guests and are willing to improve their performance to deliver an Exceptional Guest Service.
Program Content:
- Who is the Guest?
- Defining the meaning of guests and their importance to the business
- The difference between good and bad service
-
- Role Plays to highlight the key aspect of differentiation of good and bad service
- Exceptional Guest Service
- Why Exceptional Guest Service?
- What is Exceptional Guest Service?
- Characteristics of Exceptional Guest Service
- Exceptional Guest Service Dimensions
-
- Restaurant Standards
- FOH Employee
- Selling Skills
- Table Serving
- Closing the Service
- How to deliver Exceptional Guest Service
-
- How to greet and welcome Guests
- Approaching Guests
- How to Utilize communication skills with Guests
-
- Verbal Communication
- Non-Verbal Communication
- Para-Verbal Communication
- Practical Role Play included
- Selling skills and business
-
- Menu Demonstration
- Asking Questions Techniques
- Offering and Suggesting
- Upselling, Cross selling, and add on sales techniques
- Engage with Guests
- Applying learning on the floor
Course Plan:
- 30% Lectures & Theories
- 30% Workshops, Assessments, Group Work, and Exercises.
- 40% Role Play & Case Studies
- Pre-Test and Post Test
- Test Results Sheet and Participation Feedback
Training Methodology:
- Ice Breaking
- Business Case Study
- Group Discussions
- Group and Individual Exercises
- Presentations
- Role Plays
- Assignments
- Combine case studies, and analysis of real-world examples
- Action Plan
- Training Reports (Post Course Evaluation by Trainee and Trainer)