Creating a Culture of Hospitality: Exploring strategies for fostering a culture of hospitality among all FOH positions

Customers buy “things,” while Guests buy an “experience.” This seminar will focus on valuable insights and practical strategies for restaurant owners, managers, and staff seeking to enhance customer service and hospitality within their establishments.

Topics include:

• Establishing Service standards and consistency throughout the restaurant.
• Target Markets: Understanding the diverse needs of different demographic and psychographic markets and how to optimize hospitality.
• Enhancing the customer experience: Staff training/ambiance/attention to detail.
• Personalization of Service: Examining ways to personalize the dining experience.
• Leveraging technology and digital platforms to enhance the customer experience.
• Upselling and Suggestive Selling: Understanding the difference, discussing ethical and effective methods, and how and when to use them.
• Handling difficult customers: Service recovery, managing customer complaints, resolving issues, and turning negative experiences into positive ones.
• Managing Reviews on Yelp, Google, and Trip Advisor