Webinar/Podcast
Exceptional Customer Service: Practical Ways to Boost Guest Delight & Increase Loyalty
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This training session is for owners, 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 implement systems that directly impact the guest experience.
What You Will Learn:
- 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
- Strategies to Delight Guests and Boost Connection
- How to Make Training Stick
- Enhance Service Quality with Pre-Shift Role Play
About the Presenter:
Kelli Laube
RestaurantOwner.com Hospitality Trainer
Kelli Laube is a seasoned Hospitality Trainer with over a decade of industry experience. Starting her career with RestaurantOwner.com in 2011, she has held various front-of-house positions, managed as Hospitality Director for fine dining establishments, and conducted customer service training for multiple clients. At RestaurantOwner.com, she plays a crucial role in providing support to independent restaurant operators and their teams through webinars, workshops, and training content. Currently, she also serves as a National Field Trainer at the National Restaurant Association, working to support restaurants in building successful teams and creating unforgettable guest experiences.
Related Resource:
Download the Slides
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Download the Hospitality Best Practices
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Download the Steps of Service
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Attendee Questions & Comments
Question 1: What was the most valuable idea or insight you received?
Question 2: What is the #1 thing that you will try or do differently because of the webinar?
