10 Things Your Guests Should NEVER Hear

What You Will Learn

When guests leave a restaurant with positive feelings from being served in a personal, caring manner by the staff what are they likely to do? Yes, many are very likely to come back and become loyal customers because of the special, thoughtful way they're treated.

When your staff is warm and caring and they connect with their guests on a personal level, the odds of them leaving with positive feelings go up dramatically. In fact, that is the essence and power of hospitality.

Unfortunately, many restaurant people routinely talk to guests in ways that shut down the creation of those positive emotions and use words and phrases that can actually do just the opposite. So In this course, we’re going to discuss 10 phrases and expressions that cause servers, greeters and even managers to come across as distant, cold and even uncaring.

In this course, we'll show you how to train your people, not just on what NOT to say but how to use language that will lead to better interactions and greater personal connection with their guests. In fact, we’ll give you plenty of suggestions on what your people should be saying that will show genuine hospitality and make a world of difference in the minds of your guests.

• 2 common questions that greeters ask that can immediately get their guests' dining experience off to a rocky start
• The most common, predictable and repetitive way servers greet their guests that comes across as impersonal and boring
• How to train servers to create more genuine, personal connections with their guests
• What servers say that instantly reduces the number of desserts they serve and what to say instead
• What greeters, servers and even managers say that can cause guests to wonder about what’s going on behind the scenes and the competence of the restaurant’s leadership team