Webinar/Podcast

Competent Service & Caring Hospitality: The Keys to Delighting Guests, Building Loyalty & Creating Positive WOM

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This training session is for managers, trainers and FOH team members – anyone who interacts with guests in-person or over-the-phone. Participants will learn how to apply simple, yet very powerful customer service and hospitality practices to connect with their guests on a warm, personal level.

Our goal is to give your team valuable insights they can use to consistently deliver memorable dining experiences for their guests in a way that creates delight, establishes loyalty, and drives higher sales!

Putting people first is the key to real, sustainable success. When your team is trained and intentional in delivering competent service with genuine hospitality, it shows. Guests see it, feel it, AND COME BACK MORE OFTEN!

This webinar is designed for any FOH position, including managers to successfully implement the key to delighting your guests and building loyalty. We'll discuss the Two Dynamics of Customer Service, practical ways to boost connection with guests, and how to incorporate that into ongoing training.

What you and your service team will learn:

The Two Dynamics of Customer Service
How Service Differs from "Hospitality"
The Why Behind Hospitality: It benefits the guest, the owner, the business and THEM!
The Essential Steps of Service That Your Team MUST Get Right
The Power of Emotion and How it Shapes the Guest Experience
Practical Ways to Delight Guests and Boost Connection
Words that Destroy Hospitality and What to Say Instead
Body Language that Undermines Hospitality and What to Do Instead

About the Presenter:

Kelli Laube

Kelli Laube has worked for RestaurantOwner.com since 2011. She has a passion for coaching, training and watching people grow more confident and successful in their jobs. Kelli began her hospitality career as a server and trainer at Jupiter Pizza and Waffle Co. She has seen first-hand how providing genuine hospitality with appropriate body language, and emotional intelligence, consistently produces noticeably better guest experience outcomes. In 2019, Kelli became the Hospitality Director of Flight Restaurant Group in Memphis and was involved in the opening of two new fine dining restaurants. Since the Coronavirus outbreak in March, she has returned to RestaurantOwner.com full-time and looks forward to creating and delivering online training workshops and courses for restaurant greeters, servers and trainers.