Your Next Hospitality Meeting Focus
Whether you are presenting a new product, new procedure, or just having a mandatory bi- annual meeting, it is extremely important to utilize this time to motivate your wait staff. Some key elements that should be addressed at every meeting are:
- Food Quality and Appearance
- Uniform and Grooming
- Safety and Sanitation
- Timing Guidelines
- Suggestively Selling
- Handling Guest Complaints
These topics are easy to cover when you set a training focus for your staff to follow. It should be simple, fun, and most importantly, memorable. Acronyms work well in creating posters and handouts by creating a message within a statement. In the handout below, the wait staff is being encouraged to “Stop and Smile”. Have you ever walked out into the dining room and noticed the faces of your wait staff? I would wager that they aren’t always smiling. The importance in creating that friendly environment is crucial. What does “Stop and Smile” mean for you? This is the second layering that emphases the hot topics mentioned in the meeting.
S- Suggestively sell. Increase sales, profits, and income by requesting specific items to your guests. Quench their thirst for something new or initiate their senses for a specific taste.
T- Teamwork. Work together to ensure a smooth shift and that the guests get exactly what they ordered in a timely manner
O- Organization. Have a place for everything and keep it tidy and organized. It’s an easy way to reduce stress and potential problems.
P- Preparedness. Come to work ready to work. Ensure your uniform pressed and clean. Walk through your station to ensure all items are stocked and tables are presentable for your guests.
S- Send the right message. Attitude is everything. Make your guests feel special and part of an “experience”.
M- Meet and exceed expectations. Make them want to come back. Give them the “wow”!
I- Imagine yourself in their shoes. How do they perceive their dining experience? Would you be happy with your service?
L- Listen to their needs. Repeat the order to ensure you got it right. If there is a problem, be attentive and listen for what they need from you to make it right.
E- Enjoy yourself and your guests. Have fun with your tables. Your enthusiasm will validate their decision to dine with you.
Hospitality is the core of the restaurant industry. Encourage and motivate your wait staff to remember to “Stop and Smile” at your next meeting.