one guest at a time Spicing up our Service…

Teamwork Clean environment Selection and presentation Accuracy of orders Staff appearance More proactive/engaging team leaders More “ ATTENTION TO DETAIL ” to ensure stock is tidy/organized; trash cans Acknowledge/greet every customer – look up more Acknowledge wait time Strengths Opportunities

R ecommendations Team Leader Training…more interaction w/staff and guests Place lids by containers vs. at cash register De-clutter; remove breakfast items before lunch “Free samples” on occasion

W orkplace C hallenges Environmental limitations Long lines Impatient/rude customers Staffing issues Ineffective communication Complainers Fatigue Behavior Factors Poor handoffs

It’s sometimes challenging to meet those expectations. Guest expectations come in all shapes and sizes.

W HAT ARE YOUR EXPECTATIONS AS A G UEST ?

is typically how it will end! How the interaction begins…

want more than a meal. G UESTS WHO DINE WITH US … W HAT DO THEY WANT ?

W hat y ou s hould k now…

D imensions of S ervice

C ommunication Smile – look pleasant – nod to acknowledge “Thank you for waiting.” – with no excuses “Enjoy your meal.” “My pleasure” “Thank you for bringing this to my attention.” “We are sorry for the inconvenience. “I appreciate your patience.”

K ey D rivers of G uest S ervice Appearance Making guest feel genuinely “welcomed” Cooperating with co-workers Improving communication skills Check satisfaction

A ttributes of a S erver Hardworking Flexible Honest Resourceful Good listener Salesperson Critical thinking skills Hygienic and well groomed

I mpression M akers or B reakers Be in the moment Acknowledge immediately Be friendly first

S ervice W inners Those with a positive attitude and cheerful outlook Those who genuinely enjoy working with and for other people Those with the ability to put the customer “center stage.” Those who view their job primarily as a people-focused profession Those who can allow customers to be right…even when they are not!

C ashiers are the “ FACE ” of your b rand…your s alespeople Menu knowledge Speed/accuracy Customer service basics: Smile Eye contact Proper greeting Selling skills

and one that is not always correctable. Poor service makes a serious and lasting impression on guests…

TWO OFFENSES THAT UPSET CUSTOMERS Waited too long to be acknowledged Unfriendly server

W hen G uests C omplain Listen without interrupting Apologize Ask what you can do to fix the situation Thank the guests Correct the situation Document and discuss Walkers vs. Talkers W ALKERS leave and never return T ALKERS care about your business

G uest F eedback “The attitude of a restaurant’s staff is as, if not more, important than the food they serve.” “Service is relatively more important than the food to have a good dining experience.”

R ecent E mployee F eedback Rosita is over the top – she is reliable, dependable and takes care of high volumes of people going through the checkout line in the Spice. She is also truly kind and displays friendliness in a variety of ways and times. The ladies behind the counter are very pleasant and efficient. Sometimes it appears as if that person is just standing there and they could be waiting on me; but if you look closer you’ll see they are constantly lifting heavy items, working over a hot stove and going their best to serve the many customers that come their way. I take the initiative to smile and thank them and comment on a dish that is particularly good—after all, they do a great service by preparing our food, making our lives simpler.

G olden R ules of S ervice D O UNTO OTHERS AS YOU WOULD HAVE THEM DO UNTO YOU. T HANK each and every guest: 1) for waiting, 2) for their business Make the guest feel they are ALWAYS RIGHT Use GOOD MANNERS C ORRECTING MISTAKES immediately G IVING MORE than expected N EVER ACCEPT mediocrity The difference between ordinary and extra-ordinary is “ A LITTLE EXTRA.” Commit to doing simple things in an EXCEPTIONAL WAY

C ustomers make or break us The customer is the most important visitor He is not dependent on us – we are dependent on him He is not an outsider in our business – he is part of it. We are not doing him a favor by serving him – he is doing us a favor by giving us the opportunity to do so.