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Help your Waitstaff prepare for a great service performance!
The course is modular so training can be delivered in bite size chunks. A trainee does not have to participate in the entire course, and you can assign modules (Acts) that are relevant to different roles. Each Act takes approximately 15 minutes to complete.
Segment 1: How to offer great customer service
Who will benefit?
Every role in the show-Front of house, heart of the house, behind the scenes.
In Act 1, every role will learn the importance of exceeding audience expectations and the personal benefits from offering great customer service.
| ACT 1
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What is great service?
Why is great service important?
The benefits of great service
What’s in it for you?
The Impact of positive word of mouth advertising
The Impact of negative word of mouth advertising
Why customers don’t return
How to deal with an unhappy customer
3 ways to positively affect the dining experience
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Segment 2: Preparing for the shift
Who will benefit?
Wait staff, Bar Staff, Front of house.
In Act 2, your cast will learn the true nature of their role, along with supporting roles of the extended cast and crew. Stage presence, body language and personal hygiene are other key elements of this module.
| ACT 2
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Personal hygiene-Hair, Face, Hands
First impressions- Appearance, Posture, Eye contact, Uniform
What you need to know about your role
The place you work
Products and services
The roles of people you work with
Teamwork-Opportunities to work together
Telephone skills- Fact sheet for your restaurant
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Segment 3: Table service
Who will benefit?
Wait staff, Bar Staff.
Act 3 focuses on the basics of table service. From greeting and seating, to food order and delivery, to clearing and check processing, this module is a great introduction for newcomers and a perfect refresher for those wishing to retain good service habits.
| ACT 3
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Service basics
Table setup
Handling glassware and tableware
The Ten steps of service- (Moments of Truth)
Greeting and seating- 15 second rule, Offering assistance
The Food order-Check back rule, Accuracy
Delivering and clearing food and drinks
Presenting the bill- How and when
Processing various forms of payment
Lasting impressions- Helping hand, Courtesies
Exercise- Apply the service basics to your restaurant
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Segment 4: Mastering Product Knowledge
Who will benefit?
Wait staff, Bar Staff.
Bottles of wine, blackboards, and table cards are several examples of props that are part of the service performance. This module teaches the critical elements of product knowledge and how to help customers with the menu.
| ACT 4
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Examples of restaurant performance props
How to use props
Exercise- examples of props in your restaurant
What is product knowledge?
Why is it important?
Earn more with product knowledge
Menu product knowledge essentials
Restaurant product knowledge
Exercise using product knowledge to sell
What are descriptive words?
How can you use them?
Word game- puzzle
What is menu guidance?
Using props and descriptive words to provide guidance
Exercise- Using product knowledge effectively
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Segment 5: Selling Skills
Who will benefit?
Wait staff, Bar Staff, Front of house.
Anticipating customer needs, reading customer cue cards, providing guidance, suggestions and recommendations are part of a great service performers repertoire for exceeding expectations and increasing sales. Act 5 provides the direction for utilizing these elements, along with the individual showmanship and observation skills required to ensure every performance receives rave reviews.
| ACT 5
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Basic customer expectations
How to exceed customer expectations
Your role in the show- performer and sales consultant
Restaurant showmanship
Examples of showmanship
Your restaurant's main event- the signature dish
Anticipating guest needs
Guidelines to follow
Cue cards- Using observation skills to deliver a great service performance
Customer cue cards- Examples of Non-verbal messages
Hints for reading cue cards
Body language and actions to watch for
Rehearsal exercises
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Everyone wins when you help your wait staff learn how to sell and serve more effectively, earn more tips and exceed your customers' expectations.
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