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Moments of Truth
Whether you’re serving a packed house or offering curbside delivery, you and your staff have many chances to impress – or disappoint – guests. That’s why it’s so important to identify where you can exceed expectations at every point in the guest experience. Remember,...
Moments of Truth
Whether you’re serving a packed house or offering curbside delivery, you and your staff have many chances to impress – or disappoint – guests. That’s why it’s so important to identify where you can exceed expectations at every point in the guest experience. Remember,...
Restaurant Marketing to Summer Tourists
Summer is just around the corner; those long, hot days when you can almost smell the sunscreen wafting from your flip flop-clad guests. They’re obviously on vacation – meaning they just as obviously won’t become regulars – so why give them any extra attention or...
Restaurant Marketing to Summer Tourists
Summer is just around the corner; those long, hot days when you can almost smell the sunscreen wafting from your flip flop-clad guests. They’re obviously on vacation – meaning they just as obviously won’t become regulars – so why give them any extra attention or...
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Recent Articles
Close-to-Open Restaurant Management
It's happened to everyone in restaurant management. You arrive 10 minutes early, walk into the restaurant and immediately, without so much as lifting a pencil, find yourself already an hour or two behind because of the lousy close during the previous shift. What’s...
Waitstaff Sales Training – Windows of Opportunity
Knowing when to suggestively sell is just as important as the suggestion itself. Use your waitstaff sales training program to teach your staff about using these windows of opportunity to increase check averages.Greeting and Beverage Window: First and foremost, greet...
Restaurant Training with Teen Employees
The restaurant industry has always attracted teen employees. In fact, about one in three American workers had their first job at a restaurant. And the truth is, we need young workers just as much as they need us. When hiring and training teen workers, you have a few...
Pre-shift Meetings Keep Training Fresh
Somewhere between new employee orientation and today’s shift, employees lose some knowledge and skill. How much or how little depends on the frequency of practice and reinforcement. Guests, meanwhile, don’t care about the past. They’re interested in the service...
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...
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,...
Employee Appreciation in the Restaurant Business
Valentine’s Day is one of the busiest days of the year for restaurant operators, with some concepts seeing traffic more than triple. It’s no surprise, then, that many restaurant managers and owners have a tough time making February 14th special for their own loved...
Restaurant Manager’s Role in Guest Satisfaction
Check your job description, you know, the one that made you want this demanding restaurant manager job in the first place. Now compare it to this hospitality want ad: “…manager is responsible for ensuring excellence in guest satisfaction throughout the team.” Odds...
Why Online Learning for Restaurants?
Restaurants were relatively slow to adopt online learning. The logistics took some time to overcome, but now most restaurant have found that the benefits of training online outweigh the challenges. Like many companies in the service industry, restaurants have...
What’s Your Profit Margin?
If you asked your employees what they thought the average profit on the dollar is in the restaurant business, how do you think they’d reply? Typically, restaurant employees are under the impression that owners and operators are rolling in the dough, and that’s not...
Community Service: When You Give, Does it Hurt?
What happens when you get people talking about your restaurant? Free advertising. The best promotional tool has always been word-of-mouth — so what can your company do to stimulate some conversations? Getting involved in your community is a great way to set your...
Advice for New Restaurant Trainers
New restaurant managers are also new restaurant trainers. In this role, you may not be responsible for creating an overall training plan, but implementing your restaurant’s plan definitely falls under your job description. If you’re new to restaurant management, you...
