Everyone knows the importance of a good first impression. And that means ensuring that your staff reflect your company values and present themselves professionally at all customer contact points.
And it’s important not to forget stressing the importance of manners. Many in the service industry forget that hospitality is a noun and related to the adjective hospitable which means to be cordial and receptive towards guests. Your staff should be encouraged to go above and beyond providing basic customer service, and to be polite, welcoming, attentive, humble and sympathetic to every guest at every opportunity.
Polite- The words your staff use convey the respect you have for your customer so make sure your staff use “may I, excuse me, please, and thank you” when appropriate.
Welcoming- The tone in which your staff engage guests is reflected in their behaviour. Your staff should be professional enough to “put their game faces on” and smile to guests, say hello when they arrive, introduce themselves, and make eye contact when speaking.
Attentive- Tell your staff to pay attention for clues about anniversaries or birthdays. The simple act of bringing out a dessert with a candle is huge for making a lasting memory and favourable impression. Make sure your staff pay attention to simple things they can do to make the dining experience better. Are your guests eating their meals or do they seem unhappy? If not, this could be a golden opportunity you might be missing.
Humble- Push your staff to be relatable and honest. While it’s important to acknowledge any shortcomings and be honest with guests, your staff should be gracious when accepting praise. There are no egos here. Providing an exceptional meal and a memorable experience is your job.
Sympathetic- Sympathy and understanding might seem generally out of place in the day-to-day workings of your business, but it’s a vital part of being relatable and ensuring your guests realize you’re invested in providing a positive experience.
Being polite is a critical part of building a positive brand image and can help to differentiate yourself from your competition. Wouldn’t you want your business to be known as the friendliest and nicest restaurant to go for dinner?
In short, work with your staff to help them provide personal, professional service. It’ll do wonders for your business and your server’s tips too.
Thanks for reading and I hope you find my information useful. As usual, if you have any questions or comments please feel free to comment below.