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The Restaurant

By: Amber Merideth , Kenny Whitehead, Roger Lopez, and Troy Sorensen. The Restaurant. The Training. What will be required now. Future goals of having training. Making everyone feel involved . Flyer for Training. Attendee E-mail. Dear, <Recipient>

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The Restaurant

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  1. By: Amber Merideth, Kenny Whitehead, Roger Lopez, and Troy Sorensen The Restaurant

  2. The Training • What will be required now. • Future goals of having training. • Making everyone feel involved

  3. Flyer for Training

  4. Attendee E-mail Dear, <Recipient> For this fall we will be having a training program for all Bartenders, Bussers, Hosts, and Wait Staff. We want everyone that is serving in these positions to show up this coming Monday and Tuesday @ 9:00 a.m. each day. At this training you are going to have the wonderful opportunity to learn new skills that will make you a more respectable and trustworthy person, and not only that it will help you in getting raises or better tips. The training will consist of the basics and also new skills that will help improve our customer service. At The Restaurant we want everyone to feel like they are the most valued customer while they are dining here. There will be awards given for different activities that will take place. Thanks again, The Restaurant Management

  5. Activities • Bingo • Handling money • Videos on how to approach a situation • Left hanging • Never Say Never

  6. Awards and Recognition • Treats • Breakfast • Pay Raises • 1.5 times pay during the training. • Random surveys for employees to determine retention. (bonuses for doing well)

  7. Day 1

  8. The Training • Why do we need good communications skills at our work place? • How to be your best. • New Ideas and Tactics to make your Guest feel Comfortable. • Thoughts???

  9. Appropriate Behavior • Conversation • Harassment • Professionalism

  10. Giving 110% • Going above • Listening to the needs of customer • Just doing the job is not enough • Making their visits memorable

  11. First Impressions

  12. Basic Steps • Welcome • Upselling but not pushing • Informative • Thanking • Making references to future visits

  13. Day 2

  14. Day Two Feel free to continue eating, but remember why you're here.

  15. Review Why is Communication important? Listening, not just hearing. Basic Steps to being efficient.

  16. Dealing with a Difficult Guest

  17. Learn Apologize (Don't blame) Solve Thank the guest L.A.S.T. and L.E.A.D. Steps to take when talking with customers. Listen Empathize Acknowledge Discuss and Direct

  18. 110% What do you remember?

  19. Lets take a break

  20. Cash Handling 1. Communicate the price. 2. Verbally acknowledge payment. 3. Always run one transaction at a time. 4. Give customers their change first 5. Count back change correctly. 6. Never leave a cash register unattended. 7. Maintain single-drawer accountability 8. Have managers retrieve extra change. 9. Do frequent cash-drops. 10. Involve managers in any "voids."

  21. Theft Protect against Theft from customers Pick up tips at tables. Don't leave register open/unatended Employee theft Don't pocket other's money Tips Register accountability Eating off the line

  22. Sanitation

  23. Cleanliness What was wrong in that video? Professionalism and looking the part. Personal hygiene and proper uniform care. What would you want to see improve in our business?

  24. Quality Why is it important? Keeping standards in the restaurant. Don’t serve what you wouldn’t eat.

  25. "Take pride in your work at all times. Remember, respect for an umpire is created off the field as ell as on." Ford Frick

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