Delivering Your Ultimate Guest Experience

There is one common characteristic of legendary, highly successful independent restaurants. They consistently create superior guest experiences which generate steady streams of loyal, returning guests and positive word of mouth. This course will show you how to evaluate and identify ways to improve every aspect or touchpoint in your guest experience to organically grow your sales and drive sustainable success.

Delivering Your Ultimate Guest Experience

About This Course

Category:

Culture

Recommended For:

Owner, General Manager, Front of House Manager, Servers

Learning Time:

57 minutes 49 seconds

What You Will Learn

This RestaurantOwner.com training program will show you how to be intentional about creating the very best guest experience throughout your entire guest journey.

You will learn how to map a guest journey, identify risks to the guest experience, capitalize on all touchpoints, and recover from mistakes. These skills will allow you to delight your guests and have them return time and time again.

  • The power of emotion
  • Intentional vs. unintentional guest journeys
  • Analyzing stages and touchpoints
  • Guest at risk recovery process

Instructor: Jim Laube


Jim Laube

Founding RestaurantOwner.com in 1998, Jim is a seasoned expert in the restaurant industry. With a diverse background spanning from frontline roles to CFO roles, he brings unmatched expertise as a former advisor and CPA to independent restaurants. Having trained thousands of professionals on restaurant accounting and controls, Jim remains dedicated to developing valuable resources and training programs for independent restaurant success.

Section 1
Guest Experience Course Introduction
  • 1.
    Guest Experience Overview
    3:54
Section 2
The Why
  • 2.
    What the Guest Wants
    1:55
  • 3.
    Guest Experience Leaders Outperform
    1:51
  • 4.
    The Why Quiz
    1:00
Section 3
Key Drivers
  • 5.
    Power of Emotion
    1:47
  • 6.
    What Drives the Guest Experience
    2:42
  • 7.
    Consider the 5 Senses
    2:14
  • 8.
    Key Drivers Quiz
    1:00
Section 4
The Guest Journey
  • 9.
    The Guest Journey
    2:11
  • 10.
    Unintentional Guest Journey
    5:06
  • 11.
    Intentional Guest Journey
    4:51
  • 12.
    Guest at Risk
    2:54
  • 13.
    Stages & Touchpoints
    1:50
  • 14.
    The Guest Journey Quiz
    1:00
Section 5
Implementing Improvements
  • 15.
    Guest Journey Worksheet
    1:43
  • 16.
    Design Guest Journey
    4:05
  • 17.
    Document Your Guest Journey
    2:12
  • 18.
    Deliver Your Guest Journey
    3:06
  • 19.
    Getting Started
    4:08
  • 20.
    Implementing Improvements Quiz
    1:00
Section 6
Review
  • 21.
    Key Points
    2:35
Section 7
Additional Insights
  • 22.
    Guest at Risk Supplemental
    4:45

©2025 RestaurantOwner.com - All Rights Reserved