How Do You Train Your Restaurant Staff ?

If you really want your business to be a success then you must change the focus of your business and become a training company first. This may sound strange if you are in the restaurant business. Why does Disney do what they do so well, the answer is TRAINING.

Devise for your Restaurant the perfect customer journey. How do you want your customer to be treated and what do you want them to be exposed to. An example of a successful visit should include the following:-

• Welcome
• Offering Choice
• Showmanship (Confidence)
• Presentation
• Product Knowledge
• Customer Awareness
• Follow-up
• Farewell

1. Welcome
The welcome is the first point of communication between the restaurant and the customer. The welcome must be warm and genuine with a smile. The customer must be made to feel as though he is genuinely welcome in a fashion unlike any other previous dining or drinking experience. He should feel as though his custom is important and appreciated.

2. Offering Choice
It is important that you understand that offering choice means how you convey information to the customer. It must be positive and effective, (If you have a problem with the principle of selling then the word "offering" may help you more in understanding the basic principle here). For example, most people will simply want the rum and coke which they have been drinking for the past ten years, you will have the product knowledge and skill to suggest that they try a Mojito. a quality restaurant likes to think of salesmanship as a part of service, offering a quality, alternative product at a fair price.

3. Showmanship (Confidence)
Showmanship means your whole performance - from the way you walk to the way you talk. Your staff have been hired for their personality - use it!
Showmanship is one of the most obvious ways in which your staff impresses the customer. Whether it's the subtle flick of a bottle or the flamboyant carrying of four plates - every move of management and staff contributes to the impression. The goal is to have customers talking about us in a positive light and wanting to return because they have experienced something unique.

4. Presentation
This covers the entire customer experience whilst in YOUR 'Smallworld'. The way your restaurant is presented; clean and clutter-free, the way you present products to a customer,your appearance, manner and of course implementing 'Your Way' to the best of your ability.

5. Product Knowledge
A complete knowledge of the products you sell is an absolute necessity. For example, if a car salesman didn't know the country of origin of the car he was selling, he probably wouldn't sell too many cars. Therefore, you are expected to have a sound knowledge of all our cocktails, wines, beers and spirits, and a thorough understanding of all your food.The more you understand about your product, the more likely it is you will be able to explain and recommend it to a customer confidently knowing they are satisfied rather than simply being served.

6. Customer Awareness
This means you know exactly what your customers are doing from the second they walk into your restaurant until the second they leave. From a quick acknowledgment to a warm farewell, this awareness enables you to give truly professional service. If a customer looks as though he wants something, ask him, and get it immediately. If a guest is sitting in the restaurant looking around be aware and ask if they need anything.
Awareness is a skill to be developed, a great frustration is a perception of being ignored, this may come across as rude to a guest, but more often than not is due to a lack of awareness. The balance to this is about knowing when to leave guests alone - knowing when to talk and when to walk, you would not want to be asked 3 times how a dish is nor would you want a conversation whilst your food is on the table.

7. Follow-Up
Quite simply this means you as a professional should care that the customer is enjoying their meal or beverage. The question should be personalized to the customer i.e: "How is your Steak?" rather than just "How is your meal?" This makes a world of difference to the customer, who feels as though you have an interest in them and there experience - which as a professional you should. If the dish is not satisfactory find out why and, if necessary get it changed.

8. Farewell
A warm, genuine farewell is essential. The last experience for the customer is often the only one they remember, so always say "good-bye", "thank you" and "see you again" in a warm, sincere manner.

Get your staff to understand and follow the above 8 points and what you have is the basic steps to customer service.

5 tips to success in interviews

Interviews can be a very daunting experience. We have all been through such situations. The question that most people ask themselves is 'How do I get through this?' Hospitality has historically always been the industry that has a lot of room for unskilled (and skilled) applicants. Many books have been written about interview situations but below are my Top 5 tips to get my 'Yes'.

An equal handshake

This is a tough one to call when greeting someone for the first time, but if you can mirror their grip it avoids any dominant/submissive vibes.

Relax into your chair

The way you sit conveys a lot of subtle information to the people on the other side of the desk. So don't take the seat like it's Old Sparky, instead use a moment to get comfortable. If you look relaxed, it'll encourage your interviewer/s to feel at ease in your company. Just be careful not to take it to extremes, and kick back like you're at home on the sofa. Flipping the chair round and straddling it is also perhaps just a little too cocksure.

Maintain eye contact

This is the most important one for me. Keep it true and steady, but remember to blink. To avoid that staring-like-a-serial-killer mistake, form a mental triangle on your interviewer's forehead and make sure that your gaze doesn't drop below eye level. Any further south and things start to get a bit intimate, an interest in their mouth may persuade them to think you're hitting on them.

Steer your body

Crossing your legs loosely is fine if it makes you feel happier, especially if you're wearing a skirt, but if you can 'point' at the interviewer with your knees or your feet it shows you're focused right in on them.

Use your hands

If you can be physically expressive as you speak it shows a certain confidence in the stuff you're saying. Use your hands to roll out your answers or give shape to your ideas, and at the very least your interviewer will think you know what you're talking about.

Good Luck!!!

Experience is the new profit

Have you ever heard over the term 'Emotion per sq ft is the new Sales per sq ft'? Have you ever thought about it? How often have you seen the feedback 'the food was good but nothing amazing?' More often than not will guests want to be wowed and not only by the food they are eating. WOW can come because of different things but will ALWAYS have the same EFFECT. People talk about you and will return.

Everybody reacts differently to experiences though which makes it necessary to know your customers, your market etc. Bring staff on board as they are most likely being the ones, 'living' those experiences. Be careful though what you consider being important, sometimes being innovative for the sake of it, will not work. Sometimes it is the basics that need to sit right before customers are open to new things. What is important to you? How much do you want to be wowed? How much importance do you put on senses, i.e. smell, vision, feel in a restaurant?