Webinar/Podcast
How to Build a Culture of Hospitality
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Independent restaurant operators recognize that the quality of the personal interactions between their people and guests may be the single most important activity that takes place in their restaurant each day.
We have a word for the quality of those human interactions - HOSPITALITY!
Hospitality is different than service. Service is the execution of taking the order and delivering the product. Hospitality is the quality of the human interaction and determines whether the guest feels appreciated, well-served and cared for - OR NOT!
The hospitality skills of your service staff often have a greater impact on the perception of your guests' experience than the quality of your food or service. That means creating more loyal, returning guests, the primary aim of every successful restaurant, is highly dependent on the quality of hospitality of every member of your team.
Servers need to know more than just the mechanical and technical aspects of service. To create loyalty, servers need to "connect" with their guests on a personal level. Personal connection leads to happier guests, greater job satisfaction and higher tips for servers.
This webinar will give you, your managers and server trainers several key hospitality training practices to help your servers deliver a higher level of genuine hospitality to their guests.
You'll also learn how to foster a culture of hospitality - so that servers feel confident, supported and work together as a team to take great care of their guests. Server hospitality training - done consistently - can be a powerful way to set your restaurant apart and create a competitive advantage in your local market.
What You Will Learn:
- Why a higher level of hospitality in your restaurant is the most effective way to build guest loyalty, improve your review comments and scores, and grow your sales
- Why servers need (and really want) to develop greater hospitality skills
- How hospitality excellence can set your restaurant apart from your competition
- Practical ways to develop hospitality habits that stick
- How to create a culture where expressing genuine hospitality to guests (and teammates) happens naturally and consistently
About the Presenters:
Jim Laube
Jim is the founder and CEO of RestaurantOwner.com. He has a diverse 30-year career in the restaurant industry that includes various staff positions, manager, controller, CPA and advisor to hundreds of independents throughout the U.S. and Canada. Jim is a popular restaurant industry speaker and seminar leader whose clients include the National Restaurant Association, Pizza Expo, SYSCO, Food Services of America, Gordon Foodservice, the New York Restaurant Association, Walt Disney and Papa John's.
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.
Related Resources:
Download the Slides
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Download the Workplace Culture Survey
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Download the Workplace Culture Survey Instructions
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Download the Workplace Culture Survey Scoring Worksheet
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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?
