If you ask 100 restaurant owners how they would rate their guest service our bet is 97-plus percent would say good. When it comes to creating Amazing Guest service, good is the enemy of great.
Amazing and “Over The Top” guest service is a direct result of thee restaurants ability to consistently deliver those “moments of magic” where the ordinary become extraordinary and amazement is achieved. “Over The Top” guest service is simply defined as an “above average or noticeably better” guest experience.
This doesn’t mean that every guest experience and touch point is going to be amazing every time but it does mean being better than good with occasional bursts of WOW and superior service. This can only be accomplished through a commitment to restaurant training and consistently executing well on the little things that can make a dining experience memorable.
To achieve those “over the top” moments of magic where you turn “Guest Service” into “Guest Amazement” it is essential that your internal customers (your team) become true believers, advocates, raving fans and evangelists of the brand.
If you want to out-maneuver your competition you must be able to deliver on “Guest Amazement.”
- Objective Assessment Of Your Operations – Front And Back Of House
- Identify Missed Opportunities
- Develop Practical Training Aids
- Provide The Tools, Systems And Standards To Create Accountability
- Commitment to Staff Training
The goal of creating “Amazing Guest Service” is to remove all the uncertainty from the service staff, create alignment in message, develop meaningful tools and show them what “Amazing Guest Service” looks like and its benefits. The investment in your Amazing Guest Service Program will enable you to exceed the guest’s expectations, build loyalty and create raving fans. The “Just Satisfied” or “Good” is no longer good enough.