Delighting Guests with Personalized Hospitality

What You Will Learn

Understanding that guests have their own unique preferences in hospitality is like walking into an ice cream shop and receiving a flavor you didn't order. Just because it's the server’s favorite doesn't mean it's what you wanted.

Our guests come in craving their own “flavor of hospitality”. Our superpower in creating repeat guests is being able to accurately identify every guest’s unique flavor of hospitality and consistently delivering the experience the guest desires.

To figure out what guests want without asking, it's important to know what clues to look for. Observing the table's dynamic, guests' reactions upon approach, and their level of engagement with your team can provide valuable information. Being able to read guests is the key to providing personalized customer service that guests come back for.

While there are numerous generalized groups of guests, this course will explore the six most common types front-of-house teams will regularly experience. It is designed to increase your team’s awareness and provide a starting point for delivering meaningful and personalized hospitality. This knowledge will benefit any team member who interacts with guests face-to-face or over the phone.

• The Importance of Understanding Our Guests
• How to Increase Awareness of Guest’s Needs and Wants
• Learning Why Hospitality is Not a One-Size-Fits All Approach
• Understanding and Identifying the Six Guest Types:
  
  
  • The Social Butterfly
  • The Comedian
  • The Detective
  • The Astronaut
  • The Turtle
  • The Speedster