Employee & Restaurant Management Seminars

Quality Guest Service & Teamwork - Giving the Guest the Best

Learn what it takes to create loyal guests and deliver an extraordinary experience

Discover the true meaning of "hospitality" and your role in our company

Find out the Lifetime Value of one guest

Understand the meaning of perception and how each guest's perception varies

Learn the 7-Ps and the mission for success

Discover how teamwork plays a key role in delivering the guest an extraordinary experience

Learn the 5/10 Rule

Master effective communication techniques used amongst managers, coworkers and guests

Recognize verbal and non-verbal body language displayed by our guests

Understand the importance of building bonds to create loyalty

Understand the four main personality types when relating to different personalities

Learn service recovery techniques:
-Be solution-oriented and view the guest's complaints in a positive light
-Learn how to take a complaint professionally, not personally
-Master the seven steps to recover complaints on-the-spot
-Practice positive dialogue and learn key words and phrases to calm upset guests
-Find out the power behind an immediate apology
-Listen to scripted scenarios and learn proven measures to successfully resolve a situation

People Performance Management System - Take the "Guesswork" Out of Management

Understand the importance of creating a growth-oriented and thriving culture that fosters teamwork and empowerment

Discover the “Feel Good” Experience

Learn statistics and facts that support a culture that is both team and guest-focused

Find out the power behind using positive people skills to create bonds and build loyalty amongst your team members and guests

Learn how to create standards using the 7 P’s method

Discover the importance of using accountability measures

Learn a proven measuring system to identify and track high, average, and low performers

Discover the importance of assessing total team member contribution

Learn how to motivate teams and use the 3P’s approach

Find out how the 80/20 Rule applies in your business

Discover your internal and external customers

Understand what it takes to create loyal guests and inspire them to refer five friends to your business.

Coaching, Communication and Accountability - Become an Expert Coach

I. Understand why positive coaching is essential
- Discover what coaching is and why it is important having a committed staff, especially in today's labor   market
- Learn the turnover cost for one employee
- Discover how effective coaching benefits managers, team members, and guests
- Understand that coaching in not a one-time deal
- Learn coaching myths, and the importance of creating new coaching habits

II. Learn the ten-step coaching process and key principles and procedures
- Master the ten proven coaching steps
- Learn how to use positive dialogue and avoid destructive words that build barriers
- Discover results oriented resolutions to solve employee barriers of peak performance
- Understand how to conduct a professional coaching session
- Perform a precoaching assessment following a coaching checklist
- Understand the importance of effective documentation

III. Observe the instructor applying the principles and demonstrating the ten-step coaching process by using common industry scenarios

IV. Attendees will practice the ten-step coaching process by role-playing and using common scenarios

Service Recovery - Turn Complaints into Cash

I. Understand why professional service recovery is essential
- Learn to take a complaint professionally, not personally
- Discover how effective service recovery benefits employees, managers, and guests
- Understand the power behind an immediate apology
- Discover the cost of one lost guest

II. Master key principles to recover complaints on the spot
- Learn the seven-step recovery process that takes the fear out of complaint handling
- Use the "ace approach" to measure levels of guest dissatisfaction
- Group complaints into four basic categories
- Practice results-oriented dialogue and learn key words and phrases to calm upset guests-instantly
- Listen to scripted industry scenarios and learn how to effectively resolve complaints

III. Observe the instructor applying the principles and demonstrating the seven-step recovery process while using common restaurant scenarios

IV. Attendees will practice the seven-step recovery process by role-playing and using common scenarios

Effective Dining Room Management - Becoming an Expert Dining Room Manager

I. Understand why being an expert dining room manager is essential
-Learn how running a dining room effectively will benefit manager, team members and guests
-Understand the impact of loosing one guest to your competition
-Discover the return-factor
-Support the 7 P's and learn how they relate to team performance

II. Learn the multi-functional role of the dining room manager
Understand your role regarding people: 
-Adopt the People Performance Process

Understand your role regarding tasks:
-Opening tasks
-Operating/Ongoing tasks
-Closing tasks

III. Discover the core characteristics of the dining room manager
-Professional role model
-Leader
-Delegater
-Team player
-Driver of motivation
-Problem-solver
-Positive communicator
-Time manager and priority setter

IV. Discover the 12 job roles of the dining room manager
Roles relating to:
-Management
-Team Members
-Guests

V. Learn the details and steps of each role and how they mesh together 

Interviewing Skills - Hiring for the Long Run

I. Understand why sound hiring practices are essential
- Discover the importance of effective hiring, especially in today's labor market
- Learn the cost of one poor hiring decision
- Discover how effective hiring benefits managers, the team, and the guests
- Dispel hiring myths and outdated practices
- Understand the importance of creating new hiring habits
- Learn the importance of expanding your hiring pool

II. Learn the methods and concepts
- Discover the ten proven hiring steps
- Learn how to assess candidates' applications and resumes
- Avoid inappropriate questions
- Discover interviewing questions that get results
- Assess and interpret candidates' answers
- Identify red flags, fatal flaws, and key verbal and nonverbal
- Use the dig and detail method of questioning
- Learn a quantitative, easy to use, rating system that helps evaluate candidates
- Understand the importance of thorough documentation

III. Observe the instructor applying the principles and demonstrating the hiring process while using common interview scenarios

IV. Attendees will practice the hiring process by role-playing and using common scenarios

Communication Skills - Communication at its Best

I. Understand the importance of effective communication
- Discover how effective communication benefits managers, the team, and the guests
- Learn about perception
- Uncover your learning style
- Understand personality styles
- Identify verbal and non verbal communication modes
- Understand the importance of creating new communication habits

II. Learn the methods and concepts
- Discover the communication steps
- Master solid listening skills
- Avoid inappropriate words
- Practice results-oriented dialogue and learn key words and phrases
- Assess and interpret communication styles

III. Observe the instructor applying the principles and demonstrating the communication process while using common communication methods

IV. Attendees will practice communication by role-playing and using common scenarios

 

Train-the-Trainer - Mentoring for Success

Define training and understand why it is an ongoing process

Learn how training benefits managers, team members, and guests

Discover why trainers are vital role models

Master the performance building blocks and learn how they are the foundation to achieve peak performance

Learn key training tips and guidelines

Understand learning fundamentals and the tools needed for effective learning

Learn the performance categories for different types of learners

Measure training using a quantitative approach

Master the Six Training Steps

Adopt positive communication and effective dialogue techniques:
- Verbal language
- Nonverbal language

Discover learning distractions and barriers

Adopt positive listening skills

Understand the four main personality styles

Master learning styles
- Visual
- Auditory
- Kinesthetic/Tactile

Participate in hands-on learning demonstrations using common scenarios

Quality Guest Service & Teamwork - Giving the Guest the Best

Learn what it takes to create loyal guests and deliver an extraordinary experience

Discover the true meaning of "hospitality" and your role in our company

Find out the Lifetime Value of one guest

Understand the meaning of perception and how each guest's perception varies

Learn the 7-Ps and the mission for success

Discover how teamwork plays a key role in delivering the guest an extraordinary experience

Learn the 5/10 Rule

Master effective communication techniques used amongst managers, coworkers and guests

Recognize verbal and non-verbal body language displayed by our guests

Understand the importance of building bonds to create loyalty

Understand the four main personality types when relating to different personalities

Learn service recovery techniques:
-Be solution-oriented and view the guest's complaints in a positive light
-Learn how to take a complaint professionally, not personally
-Master the seven steps to recover complaints on-the-spot
-Practice positive dialogue and learn key words and phrases to calm upset guests
-Find out the power behind an immediate apology
-Listen to scripted scenarios and learn proven measures to successfully resolve a situation

Selling Skills - Sizzle Your Sales

Define the art of selling and why selling is an ongoing process

Learn how effective selling benefits managers, team members, and guests

Discover how easy it is to add excitement to the selling process with minimum effort

Compare a sales person's and an order taker's tips and see how the sales person earns thousands more a year

Understand that effective selling involves the complete knowledge of the menu/specials

Discover how suggestions complement and enhance the guests' dining experience while encouraging repeat business and increased tips

Properly assess your guests and discover key sales opportunities

Learn various selling techniques and check-building ideas

Understand the importance of selling your favorites

Discover the selling steps and various key selling approaches

Understand the do's and don'ts of selling

Learn 100 key descriptive words and phrases that will tempt guests' taste buds

Discover the 2-S suggestive technique

Master the art of pairing up items and suggesting complements

Learn how to vary techniques by using a variety of suggested phrases and opening introductions

Discover how to recognize the decided vs. the undecided guest

Practice various verbal techniques using descriptive words and key selling benefits

Conduct the selling process by role-playing and using common scenarios

Table Service Techniques - Turning "On" the Table Service
Instructor demonstrates and instructs the steps of table service using props and tableware. A worksheet is used throughout the session.

Learn how to deliver superior guest service by:
- Possessing a positive attitude and image
- Preparing yourself and your station for your guests
- Performing table setup and preparation duties
- Being prepared with the key tools of the trade
- Practicing teamwork
- Consolidating your station
- Performing the proper table maintenance
- Handling plate ware, silverware, and glassware correctly and sanitarily
- Recognizing your guests promptly
- Understanding the importance of opening, operating, and closing duties
- Presenting a powerful introduction
- Adjusting your style with the style of the guest
- Being visible to your guests and anticipating their needs
- Using the proper rules of service
- Taking orders, delivering food/drinks and removing tableware
- Mastering the pivot/focal point system to ensure proper food delivery

Learning the complete steps of table service:
- The greet
- Beverage (alcohol-if applicable)
- Appetizer
- Entre
- Dessert/after dinner beverages
- Payment
- Closing procedures

Table Service Techniques Role Play - Turning "On" the Table Service
Attendees perform the table service steps in an interactive, hands-on, role play session using props and tableware.

Learn how to deliver superior guest service by:
- Possessing a positive attitude and image
- Preparing yourself and your station for your guests
- Performing table setup and preparation duties
- Being prepared with the key tools of the trade
- Practicing teamwork
- Consolidating your station
- Performing the proper table maintenance
- Handling plate ware, silverware, and glassware correctly and sanitarily
- Recognizing your guests promptly
- Understanding the importance of opening, operating, and closing duties
- Presenting a powerful introduction
- Adjusting your style with the style of the guest
- Being visible to your guests and anticipating their needs
- Using the proper rules of service
- Taking orders, delivering food/drinks and removing tableware
- Mastering the pivot/focal point system to ensure proper food delivery

Learning the complete steps of table service:
- The greet
- Beverage (alcohol-if applicable)
- Appetizer
- Entree
- Dessert/after dinner beverages
- Payment
- Closing procedures

Host/Hostess Training - First Impressions at their Best

Learn the importance of a memorable first and last impression

Understand the two main job functions of the Host/Hostess: Coordinator and Seater

Discover the importance of promptly greeting and bidding guests' farewell

Follow the proper telephone answering technique

Understand the opening, operating, and closing duties

Discover how to handle special types of guests

Professionally handle guests' special requests

Understand the proper knowledge required to effectively perform your job

Learn how to pitch in as a team to achieve the restaurant goals

Master complaint recovery procedures

Learn how to properly and efficiently:
- Record guests' names
- Establish accurate wait times
- Professionally notify parties when their tables is available
- Seat guests at their assigned table
- Coordinate the seating process and track available tables
- Control and monitor the seating process

Communication Skills - Positive Talking

Understand your role and responsibility as a team member in a people-oriented industry

Discover the importance of building bonds with guests, coworkers, and managers

Master the 7-P Guest Service Standards and the mission for success

Understand the meaning of perception and how peoples' perception varies based on three main factors

Discover how harmonized teamwork plays a key role in achieving goals

Master effective verbal communication techniques when relating to guests, coworkers, and managers

Identify key nonverbal gestures, mannerisms, and body language that speak volumes

Learn how to speak in "team words" using appropriate and effective dialogue

Adopt positive listening and speaking skills

Identify the four main personality types and learn how to "style-flex" when relating to different personalities

Train-the-Trainer - Mentoring for Success

Define training and understand why it is an ongoing process

Learn how training benefits managers, team members, and guests

Discover why trainers are vital role models

Master the performance building blocks and learn how they are the foundation to achieve peak performance

Learn key training tips and guidelines

Understand learning fundamentals and the tools needed for effective learning

Learn the performance categories for different types of learners

Measure training using a quantitative approach

Master the Six Training Steps

Adopt positive communication and effective dialogue techniques:
- Verbal language
- Nonverbal language

Discover learning distractions and barriers

Adopt positive listening skills

Understand the four main personality styles

Master learning styles
- Visual
- Auditory
- Kinesthetic/Tactile

Participate in hands-on learning demonstrations using common scenarios